Troubleshooting  Guide for  Most access problems occur when users are off-campus
Below are the most common queries and possible solutions.
For general queries, try Frequently Asked Questions or  Quick Guide
Why am I getting a 'Service Unavailable ' message?
Why am I being asked for more login details?
Why do I get a blank page?
The subject database I'm using tells me the journal article is available full-text but the full-text link won't work.
Pop-up blockers, Cookies and Firewalls
What about accessing TDnet via WebCT?
Who can I contact for more information?

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Why am I asked for another password when I try to get the full-text of a journal.

On Campus: you should not be prompted for any additional passwords unless there is a icon.  Just click on the icon to see the extra password required.

Off-Campus: Some databases will link directly to the full-text of the journal but many of them will present you with an additional login screen.

Don't worry. The companies who supply us with electronic journals also supply them to other companies and countries. The login boxes you see are for these non-academic, commercial customers, not us.  Students and staff at the University of Ulster use the Athens system and you have already entered these details when you logged in to TDnet. All you have to do is to look carefully at the screen. Somewhere on it will be the link for Athens - it might be a logo or it might be a simple text link.  This is what you select to get to the full-text of the journal.

However, anyone using the Swetswise database for the first time will be prompted to complete a short personal profile.  You only need to fill in the sections marked with an asterisk * and you only have to do this profile once.

Below are just some of the kinds of additional login screens you might see - there may be others (click to see full size screenshot).

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Why do I get a blank page when I try to get the full-text?
There are a few possibilities. Some are purely technical and are listed in the Pop-ups, Cookies and Firewalls section below.

However, Swetswise acts as a gateway for four major journal publishers who sometimes have problems providing full-text access. The problem is with the publisher not Swetswise.

They are: Springer & Kluwer, Wiley, Blackwell and Taylor & Francis.

Note: Springer & Kluwer were originally separate publishers who have merged. They publish under a range of names, including, Springer Verlag (or other Springer name variations), Brill, Kluwer, Kluwer Academic (but NOT Kluwer International Law).

In the event that the full-text fails to open, check the publisher name in the Swetswise 'Publication details' box. If the publisher is one of those listed above, try the alternative routes below:

Name of Publisher Alternative route for full-text Each of these links can also can be found on our A-Z list of Databases
Springer & Kluwer (and variations) Springer Link.
Wiley Wiley Interscience Journals and E-books
Blackwell Synergy
Taylor & Francis Taylor and Francis Journals

For each of these alternate routes, you will have to browse or search within the database to locate the relevant journal.

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The subject database I'm using tells me the journal article is available full-text but the full-text link won't work.

This can happen occasionally.

The simplest solution is to note the article references - journal title, publication date etc., go directly to the Electronic Journals listing and search for the journal title there. Your journal title may be available in more than one database and you can choose an alternative link if you wish, but even if the journal is only available in the database which was causing the problem, the direct link from TDnet should take you through to the full-text without further difficulty.

Please let the Library know as well, using the Feedback form so we can investigate further.

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Pop-ups, Cookies and Firewalls
Issue Explanation
Pop Up Windows

Athens needs pop-ups to be enabled in order to work, so if the web browser has pop up windows disabled, you will be unable to connect to the Athens controlled resource.  Internet Explorer may have a pop up blocker automatically installed as part of the Windows Update procedure (on Windows XP).

Ensure that pop ups are enabled, at least for the duration of the TDnet login session.

If a Microsoft pop up blocker is installed, try the Tools menu, select Pop-up Blocker, then Turn Off Pop-up Blocker.

Older versions of Windows do not have pop-up blockers installed automatically, however some anti-virus software may include it.

You may also have downloaded separate third party pop up blocking software. If so, consult your documentation or refer to the supplier of your software.

If you are using a non-Windows brower, e.g. Netscape, Firefox or Mozilla, please consult your browser Help screens for more information.

Cookies

TDnet uses Athens and Athens needs cookies to be enabled in order to work. Internet Explorer's cookie handling is adjusted via the Tools menu, select Internet Options, then the Privacy tab and adjust the slider control to at least the Medium setting (or below) to allow some cookies.

After use of the TDnet resource, the slider control can be moved to any desired level.

Alternatively, the web address of the database can be set up within the browser as a trusted site -- see under Tools, Internet Options, Security, Trusted sites and use the Sites button to add the web address

Firewalls

If accessing TDnet from work, most workplaces operate a network firewall and some firewalls may interact with the University firewall in such a way as to deny access to certain web pages such as the TDnet Athens login page.

If using a home PC, personal firewall software on the PC may cause the same effect. If possible, disable or turn off the firewall before attempting to connect to TDnet or try using a PC elsewhere.

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What about accessing TDnet via WebCT?
WebCT (or Campus One as it's sometimes called) is a way to access your module lecture notes, seminar questions or other information which your lecturer wants you to use. Many of you are already accessing all library services via this route.

You shouldn't have any problems accessing TDnet via WebCT, but if you are familiar with it, you'll know that WebCT can experience its own login problems, some of which are similar to those above.

We recommend you go to the Campus One homepage http://campusone.ulster.ac.uk and click on the Login to Campus One link on the top left hand of the screen. The login page contains links to optimize your  PC browser to make sure it's compatible with WebCT.  It also has information if you use a PC at your place of work.

The Help section of Campus One (click on Current Student for access) provides detailed information on common problems and their solutions as well as providing a contact point for specifically WebCT based queries.

There is also a guide for distance learning students (but equally useful for all users) which covers accessing electronic resources off-campus, including accessing material via WebCT.

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Contact Us

Hopefully you've found what you need to use TDnet's listing of the electronic journals. However, because of the variety of internet browsers and operating systems in use in home and workplace PCs, there may be other issues affecting your PC.

If you still need help or just want to comment on TDnet (or any aspect of library services), use the Feedback form. For access problems, please give as much information as possible, including which journal you were looking for, access method and any error messages displayed.

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