Trouble Connecting

Members of the Cornell community can use restricted Library resources from both on and off campus, but occasionally users run into problems connecting.

Here are some issues to consider before filling out our Technical Problem Report Form:

Authentication Required

For off-campus access to restricted resources, you will need to authenticate yourself as a current member of the Cornell community with your NetID and password. If you find yourself on a Web page that has access restrictions, you can try using the Passkey bookmarklet tool to gain access to the Library's licensed resources. Simply click on the bookmarklet icon and you will be redirected to the Cornell Web log-in screen to check for your valid Cornell affiliation.

If you are asked for a special username and password (not your NetID and password), there may be technical issues with the resource. Please ask a librarian for assistance.

Individual Resource Is Down or Misconfigured

A particular journal or database may be unavailable due to problems at the publisher's Web site, or the Library may need to make changes to its own configuration. If you’ve tried a few times to access a resource but still can’t, please don’t hesitate to report this so we can look into what’s going on.

Browser Incompatibility

Many different browsers are available, and most resources should work with most browsers. If you are having trouble, rule out browser incompatibility by attempting access with a recent version of Internet Explorer or Firefox.

Browser Settings

Cookies need to be enabled. Some resources won't work if your browser's cookie settings are too restrictive.

Odd behaviors can occur when cookies or cache files become corrupted. Try clearing your cookies and cache and restarting your browser. If your browser is configured to go through a proxy server, you may run into problems accessing Cornell resources.

Pop-Up Blockers

Pop-up blockers in Web browsers won't prevent you from connecting to a particular site, but they may interfere with your ability to display some of the resources within that site.


Many universities, businesses, hotels, and airports have set up firewalls to block potentially harmful network traffic. These firewalls may also block your access to Library resources; however, most firewalls will allow VPN (Virtual Private Network) traffic. See CIT's information about installing VPN on your computer.

If you still can't connect, go to our Technical Problem Report Form.