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University of Portland Clark Library

Troubleshooting Off-Campus Access: Login error for UP ILLiad or My Account

UP ILLiad (Interlibrary Loan) error message

UP ILLiad login failed error message

My Account (UP Library Search) error message

My Account login error message

Reason for this Error

  • This usually means that your password was entered incorrectly or your password has expired.
  • If you have tried unsuccessfully to login more than 3 times, you will be locked out of your account for 15 minutes.

Troubleshooting Tips

  • When entering your username to login to UP ILLiad or My Account, do not include
  • Try to login to PilotsUP:
    • If you cannot login to PilotsUP, then you are locked out of your account. Wait 15 minutes, or contact the Help Desk.
    • If you are able to login to PilotsUP, then contact the Help Desk to see if there is a problem with your account or to reset your password.
  • Reset your password using the Manage Passwords page.
  • Contact the Help Desk to ask if your account is blocked, your password has expired, or to reset your password.
  • Contact the library at 503.943.7788, or email, for additional assistance with troubleshooting this issue. | 503.943.7111 or 800.841.8261 | 5000 N. Willamette Blvd., Portland, OR 97203-5798
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