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 twu.idm.oclc.org port 443 or 80 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

• 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 twu.idm.oclc.org. 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 twu.idm.oclc.org

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.