EZProxy Troubleshooting for Librarians and Patrons

Quick Checklist

Before diving into detailed steps, make sure the user:

• Accessed the database via the library website, rather than navigating to it directly

• Is not a sponsored account. Sponsored accounts do not have access to the library’s electronic resources

Common Troubleshooting Steps

1. Clear Your Browser’s Cache and Cookies

Old or corrupted cache files can interfere with EZProxy sessions.

• Chrome: Settings → Privacy and Security → Clear browsing data

• Firefox: Settings → Privacy & Security → Cookies and Site Data → Clear Data

• Edge: Settings → Privacy, Search, and Services → Clear browsing data

You can find more in-depth instructions here. After clearing your cache, restart your browser and try again.

2. Try a Private or Incognito Window

This disables extensions and does not retain your cookies/cache.

• Chrome: Ctrl+Shift+N (Windows) or ⌘+Shift+N (Mac)

• Firefox/Edge: Ctrl+Shift+P (Windows) or ⌘+Shift+P (Mac)

3. Disable Browser Extensions

Some extensions (like ad blockers) can interfere with EZProxy.

• Temporarily disable extensions and reload the page.

• If the issue resolves, try enabling extensions one by one to find the culprit.

5. Try a Different Browser or Device

Sometimes browser-specific issues can block access. Try switching to another browser (Chrome, Firefox, Edge) or device.

8. Check for Known Outages

Sometimes EZProxy, Shibboleth, or even the database itself, can experience an outage. Please check your email for any outage notifications from LTDS or OIT.

Still Having Trouble?

If none of the above steps work, patrons can contact Ask eJournals directly. Librarians and library staff can contact Core Systems via coresystemshelp@emory.edu.