E-Resource Troubleshooting for Library Staff

If a database uses the vendor authentication of barcode prefix and PIN on the website instead of OpenAthens, you can change the authentication method by submitting a ticket. Include the database name, URL, and contact information with the vendor.

When setting up a new resource, generally eBooks, eAudio, streaming, and eComics will use SIP2. Databases including EBSCO, ProQuest, Value Line, Gale, etc., will use OpenAthens. Please refer to the authentication page for more information.

New OverDrive and Boundless titles can take up to 7 days to appear in the catalog. If it has been more than 7 days, it's likely that the collection needs a full update. Check the purchase date of the title and if it has been more than 7 days, submit a ticket with the vendor and title information.

Login credentials for EBSCOadmin expire every 365 days, regardless of how often you use EBSCOadmin. You can reset your password by selecting "Forgot your Password?" and following the steps. Alternatively, you can submit a ticket for assistance.

At this time, magazines checked out through the library catalog or the SWAN+ app do not automatically appear in the Libby app due to system limitations. Unlike traditional checkouts, magazines in Libby are available with unlimited, simultaneous access and don’t require a checkout to be read.

Workaround:
To read a magazine from My Account in the library catalog or in the SWAN+ app, select the option to “Read in Browser.” If you prefer to read it directly in the Libby app, you’ll need to search for the magazine within Libby and add it to the Magazine Rack.

Users can be temporarily blocked from OpenAthens if they try an incorrect barcode and PIN more than five times. The account is locked for 10 minutes. Even if they reset their PIN, they must wait the 10 minutes before being allowed access.

If a user logs in multiple times from a browser that uses IPs from other countries outside the United States, OpenAthens will ban the account. SWAN can re-enable the account in the OpenAthens dashboard. Submit a ticket with a description of the problem along with the barcode.

An OpenAthens login screen appearing inside the library indicates that the Athens proxy bypass is missing an IP range. Submit a ticket with a description of the problem along with a list of your current IP ranges.

If you can't access e-resources while inside the library, this typically means either the subscription has expired and was removed by the vendor or the vendor is missing one of your IP ranges. Check with the vendor that the subscription is current and confirm they have all your IP ranges.

No, Hoopla Flex titles are not available in Aspen. Development work needs to be done to the Hoopla API in order to properly handle Flex titles, which are not part of the instant purchase model and are limited to one borrower at a time. Flex titles include Lucky Day collections in Hoopla, so Lucky Day collections are also not available in Aspen.

When a user changes their PIN in the catalog, or when staff changes it in the ILS, the user will also need to change their PIN in their Hoopla account. Have them log in to Hoopla and check that their PIN matches the PIN in the catalog.

When patrons replace their library card (same library, new card number), they need to update their card number in Overdrive, Hoopla, cloudLibrary, and Boundless to retain their place in hold queues or access already checked-out electronic content. This requires help from library staff with administrative access to these platforms. Please refer to the "additional eresource checks page" for step-by-step instructions.