Renew materials online or by e-mail

 Telephone access currently not available

Telephone us at 604-513-2023 about:

• overdue material and fees
• questions about library hours, and services, your account, etc.

 Technical Assistance
Click here to submit a Help Desk request if you have technical problems on the library website.

If you're having problems withe the Help Desk system, email IT support directly twit@twu.ca 

Here are some initial troubleshooting suggestions. Be sure to contact us if you're still having problems.

Locked account - If you've tried and failed to log in multiple times, you may contact IT's Public Assistance for help.

Is this a new problem?

If you've been able to log in from off campus, but suddenly access stops working, it could be a temporary problem. This sometimes happens with even the best online providers. Contact us to see if anyone else has reported a problem.

Are you still registered as a student, or employee? Call Circulation at  604-513-2023 or e-mail circ@twu.ca and they'll be able to tell you if your registration is current.

If you're still not able to access databases, try:

• Using another browser, or
• Clearing your browser's cache (see this WikiHow page for instructions).

Passwords - If you're having problems with your password, check out the Knowledge Base.

Can you log in on campus, but not at home? Or, can you log in to Moodle or the Student Portal successfully from off campus?

If yes, then it's probably not a password problem. It could be:

A Browser Problem - Sometimes an error page gets stuck in the browser's cache and won't let the browser access the correct live page. To clear your cache, see this WikiHow page. 

A Firewall Problem - If you are still having problems and are sure that your user name and password are correct, check to see if you are using a personal firewall and that it will allow an outgoing connection to the address ezproxy.student.twu.ca port 2048 and that you also do not have your web browser connecting through your ISP's proxy server. This can be checked as follows:

• Chrome - Settings -> Show advanced settings  -> Network (Change proxy settings) -> Connections (LAN settings)
• Safari - Preferences -> Advanced -> Proxies -> Change Settings -> Uncheck all boxes
• FireFox - Tools -> Options -> Advanced -> Network Tab -> Settings
• IE 5.x/6.x - Tools -> Internet Options -> Connections -> LAN Settings -> Proxy Server
• Netscape 7.x/Mozilla 1.x - Edit -> Preferences -> Advanced -> Proxies
• Opera 7.x - File -> Preferences -> Network -> Proxy Servers

If your browser is configured to use a proxy server you will need to either disable this option or configure the settings to "bypass" the proxy server for the address ezproxy.student.twu.ca. If you have personal firewall software or hardware then you can check to see if it is causing the problem by disabling it and try to log in again. If this works then you will need to check your firewall documentation or support site to allow outgoing browser connections to port 2048 of the address ezproxy.student.twu.ca

Finally, if you have a research project due soon and are having access problems, while IT/the library is figuring out what the problem is, contact infodesk@twu.ca and we may be able to help you with your research.

Your friendly reference librarians:

 Badke, William 
Tel. 604-513-2121 x 3906, Office -- Upper Level -- 204
E-mail: badke@twu.ca
 

 Zhang, Qinqin 
Tel. 604-513-2121 x 3904, Office -- Main Level
E-mail: qinqin.zhang@twu.ca

 Tracey Krause 
Tel. 604-513-2121 x 3925, Office -- Upper Level -- Archives -- 229
E-mail: tracey.krause@twu.ca

Available by appointment only.

Shelley Spencer

Tel: 604-513-2121 x 3916 
Office: Upper Level -- CRC-- 222
E-mail: CRC@twu.ca

The CRC is open during Library hours, and the CRC office is open Mondays - Thursdays. 

Submit an ILL request via the link on this page. For general inquiries about ILL, please email ill@twu.ca.

You may also contact our ILL support staff below for your questions. 

For help with placing ILL requests:

  Pearson, Ken 

• Tel: 604-513-2121 x3907 
• Location -- Lower Level -- Technical Services -- 021

For help with ILL renewals and fees:

 Penner, Lori 

• Tel. 604-513-2121 x 3902
• Office -- Upper Level -- 221

 
Get free in-person or online writing help at TWU.

 
Get free online writing help from a tutor at a British Columbia post-secondary institution. Note that WriteAway is intended for undergraduate students. Graduate student should make an appointment with TWU's Writing Centre.

AskAway is a province-wide service. Librarians may be from TWU or any other BC academic library.

Note: For help with specialized questions contact a TWU librarian directly.