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University of Portland Clark Library

Fall 2020 Library Services: Troubleshooting


If you encounter any difficulties accessing library resources, let us know! You'll find troubleshooting tips below.

Information Services is providing assistance with campus technology for staff/faculty and for students, and via the Help Desk. Students can also visit the Tech Support page to chat with the Help Desk M-F 10am-3pm.

Troubleshooting Off Campus Access

Look up the error message in our Troubleshooting Off-Campus Access guide. It might have the answer!

Check out our Persistent Links to Library Resources guide if you have a link to a library resource that does not work from off-campus.

If you need more assistance, please contact us to let us know

  • Your status at UP
  • The error message you see (screen captures are great!)
  • Which resource you're trying to get to

Troubleshooting eBook and Database Access

If you are having trouble with a particular eBook or database on a personal computer, take a look at our Troubleshooting Off-Campus Access guide for some advice.

Consider using a Virtual Desktop, which presents a virtual machine through a web browser.

Please contact us to let us know

  • The eBook title or database name
  • The error message you see (screen captures are great!)
  • If the problem occurs in more than one browser

Troubleshooting Course Reserves Access

Here's what to do if you see one of these course reserves error messages:

"Wrong username/password."

  • Have you tried several times to log in?

If Yes: You might be locked out. Call the Help Desk at 503-943-7000 to unlock your account. If No: continue reading:

  • When you try to log in, are you entering the username part of your email address, i.e., before the part?

If Yes: The issue is likely that your password has expired. You can reset it at, or over the phone with the Help Desk, 503-943-7000.

"You currently are not registered for any courses that have items on course reserve."

This message can mean either that your name doesn't appear on a course roster in the reserves system, or that your professors do not yet have any items on reserve. Please contact us at so we can determine the reason for this message.

Similarly, if you can log in and you don't see one of your courses listed, but you think there should be course reserves, contact so we can investigate.

Ask a Question

Chat with a librarian 24 hours a day, 7 days a week, from the convenience of your home!

Call us: 503.943.7788

Or, email us: | 503.943.7111 or 800.841.8261 | 5000 N. Willamette Blvd., Portland, OR 97203-5798
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