Troubleshooting Library Access Issues

Use this page if you are unable to access any library resources. Examples of this include when you attempt to access library resources online and get a message indicating that your login details were incorrect, or you must be a current student to access library resources, or you are not allowed to access this content.

Follow the steps on this page to try to fix your library access.

• Access to library resources is limited to students enrolled during the current term.
• Students gain access to library materials 10 days before the term starts.
• If you are currently enrolled at Franklin University, go to step 2.

• For almost all library resources, you will log in using the same username/password you use to access canvas. (the O'Reilly Learning Platform is an exception to this - see the I can't access an ebook on the O'Reilly Learning Platform page for help if you are having an issue accessing that database).
• You username is the part of your email address before the @email.franklin.edu.
• Sometimes the system will automatically add ADFS/ at the beginning of your username. Make sure that the username you are using to log in with does not include ADFS/.
• If you are using the proper username, and continue to have problems, go to step 3.

• Sometimes login issues are resolved by clearing your browser's cookies and cache.
• The Franklin University Technology Help Desk has created an article explaining how to clear your browser's cookies and cache.
• You may also be able to check whether there is a browser issue by trying to log in to the library using a different browser than the one you normally use.
• If you have cleared your browser's cookies and cache, and tried a different browser, and still have problems, go to step 4.

• Some work computers block access to library resources.
• If you are using a work computer, try logging in using a different computer or your phone (make sure your phone is not connected to your work network).
• If you are not using a work computer, or have unsuccessfully tried logging on to an alternative computer, go to step 5.

• Some antivirus programs may block access to library resources.
• Try (temporarily) disabling your antivirus or using a different computer.
• If you have determined that antivirus software is not preventing access to library resources, go to step 6.

• Sometimes users are not able to use their Franklin University login information because the library's servers and the university's servers have not properly synced login information.
• To resolve this issue, reset your password.
• If you have reset your university password and are still unable to access library resources, go to step 7.

• In some instances, the university's multi-factor authentication for your account needs to be reset.
• Unfortunately, there is no way for students to reset this on their own.
• To reset multi-factor authentication, contact the Franklin University technology help desk and tell them that you are having issues with logging into the library and are at the step where it is recommended you reset multi-factor authentication. [Scroll down and expand the "hours & contact information" box under "User Account and Contact Information" to see how to contact the help desk.]
• If the help desk has reset your multi-factor authentication and you are still unable to access library resources, go to step 8.

• Use the library's report a problem form to let the library know you are unable to access library resources.
• Be sure to let us know that you have gone through the steps of this checklist and are still unable to access library resources.