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Help with Common Error Messages e.g. User is not authorized/ Webpage keeps showing flashing diamonds but won't load

Error Message: "The user is not authorized" or "User Not found"

If you are a postgraduate researcher with a student ID but a staff email and are getting either of above error messages, you will need to login using your student ID.  We recommend that postgraduate researchers use their student ID to access all the library's electronic resources.

If you are staff member and are getting either of above error messages, please ensure you are logging in using your firstname.lastname as your username, do NOT you use your full email address as your username.

If you are using the correct username and are still geting this error message with trying to login to the Library Search it might be related to caching issues on your browser, we recommend that you try clearing the cookies and history on the browser that you are using.  Another option is to use a different browser or try using chrome in incognito mode https://support.google.com/chrome/answer/95464?hl=en&co=GENIE.Platform%3DDesktop

If changing your browser does not solve this issue, you will need to contact the library to ensure that you are listed on the library system. 

 

Error Message: "Access was denied due to one or more of the following reasons: Your current IP address has poor reputation, your browser sent Cookies containing suspicious content, you are accessing the service from a high risk country. Closing your browser and trying again may clear up this issue, if not contact UL ITD Service Desk at https://itdservicedesk.ul.ie with the time this occurred and if you can, your IP address"

Sometimes when using the Library Search you might see the above error message. Again this is related to caching issues on your browser, we recommend that you try clearing the cookies and history on the browser that you are using.  Another option is to use a different browser or try using chrome in incognito mode https://support.google.com/chrome/answer/95464?hl=en&co=GENIE.Platform%3DDesktop

 

Error :  The Library Search opens but it just bring up a loading icon/flashing diamonds but does not appear to load

Again this is related to caching issues on your browser, we recommend that you try clearing the cookies and history on the browser that you are using.  Another option is to use a different browser or try using chrome in incognito mode https://support.google.com/chrome/answer/95464?hl=en&co=GENIE.Platform%3DDesktop