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University of Portland Clark Library

Troubleshooting Off-Campus Access: Login error for Course Reserves, My Account

Course Reserves error message

My Account (UP Library Search) error message

Sign In to My Account screen with error message indicating that login is not correct and please try again (and not to include as part of the username)

Reason for this Error

  • This usually means that your username or password was entered incorrectly or your password has expired.
  • When entering your usernames for these systems, don't include
  • 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.
  • Try typing your password manually (rather than using a saved password that your browser enters for you).
  • 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.

My Account (UP Library Search) Troubleshooting Tips for Alumni and Guests

Alumni and other registered guests (including Portland community card and fee card holders) may sign in to My Account within the library catalog, UP Library Search, after they have visited the library to create an account. (Note: for alumni, after they graduate their UP username and password will cease working for access to My Account. Alumni need to visit the library and request an alumni library card to create a new account.

On the Sign In to My Account screen, choose the second option for Alumni and other registered guests.

Sign in to My Account highlighting Alumni and other registered guests login link

On the next screen, alumni and guests will be asked to enter a username and password, which is:

Username: the library barcode number they were given their account was created

Password: the password provided by the Library when the account was created. If you don't have a password, please call the Library at 503.943.7111

Questions? Contact the Library Service Desk at 503.943.7111, or email, for additional assistance. | 503.943.7111 or 800.841.8261 | 5000 N. Willamette Blvd., Portland, OR 97203-5798
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