Database Troubleshooting Guide
Click to see recommended solutions and workarounds.
Problem: I am not seeing videos from one of the library's streaming video databases (e.g. Films On Demand, Nursing Education in Video) when they are embedded in Moodle.
Recently, we have been experiencing difficulties with embedding videos from the library's streaming video database in Moodle courses. Newer versions of many web browsers are blocking the embedded video, leaving just a blank space. The vendors are working to address the issue, but in the mean time we suggest linking to videos rather than embedding them.
If you encounter embedded video that isn't displaying, you should also be able to view it by telling your browser to allow you view "insecure content":
- Internet Explorer - Click "Show all content" in the "Only secure content is displayed" warning at the bottom of the screen. more info.
- Firefox - Click the shield icon in the address bar and select "Disable Protection on This Page". more info.
- Chrome - Click the shield icon in the address bar and select "Load anyway". more info.
Problem: I am getting the database vendor (e.g. EBSCO, Gale or ScienceDirect) login screen asking for a username and password.
When you access a library database from a link on the Library homepage, the only login screen you should get is the portal login which prompts for your College Moodle login. If you get a database vendor login screen or are having trouble accessing a database, try accessing the database from our homepage.
If you are experiencing problems logging into Library databases, they might also be due to your firewall settings. If you do make any changes to your firewall settings to use the article databases, don't forget to change them back when you are done.
If you are still having problems, please contact the library for help.
Problem: I emailed some articles from one of the databases and never received the email.
Some company/institution email services screen email especially if they have html attachments. First, check the spam folder for the email. If that doesn’t work, try emailing the PDF, or plain text version if possible. Lastly, try emailing the article to a Web-based email account, like Gmail.
Problem: I emailed some articles from ScienceDirect, but when I select the link all I get is the ScienceDirect login screen.
Opening emailed links to full-text from the ScienceDirect database causes a ScienceDirect login screen to appear because the proxy information is missing from the emailed link. The solution is to access the ScienceDirect database and re-do your search; you can copy the URL address from the address bar into an email to create a permanent link to the article OR add the missing proxy information .hrt-proxy.libraries.vsc.edu into the link that was emailed to you, for example:
Problem: I found a great article in a database but there’s only an abstract, no full-text.
Some of the databases contain full-text articles and article citations. When you search with the full-text limiter off you will return both kinds of results. When searching with the full-text limiter off you will see this icon or text next to abstract only articles: Always try selecting this link to check if the article is available full-text in another library database. If it is not available, you can request the article full-text through interlibrary loan. Limiting to full-text only in your search returns only full-text results.
Problem: I want to share an article with someone but when I send the URL from the address bar, they can’t access the article.
The best way to share an article is to use the tool from the database vendor which contains a permanent link to the information. Visit our Linking to Library Content page for more information.
Problem: I am having trouble viewing PDF’s from EBSCO databases.
PDF’s from EBSCO databases are best viewed using the latest edition of Adobe Reader. When using Internet Explorer, ActiveX controls must be enabled in your browser and security settings must be set to Medium-High or lower for ActiveX controls to function.
Problem: I am having issues viewing or rendering PDFs in certain databases.
Problem: I’m using a MAC and can’t view PDFs - all I get is a blank screen.
First check to see if you have pop-ups blocked. Giving the library and databases permission to use pop-ups will then provide you with the link to download PDF articles.
Problem: I am getting a "EBSCO http handler" error in an EBSCO database.
You need to empty your cache or temporary Internet files, and then verify that your browser is accepting cookies. Refer to help in your browser. If you continue to have problems, contact the Library.
Problem: I can’t get Shopkey to open, or it opens and only part of the screen displays information.
Shopkey can only be accessed using Internet Explorer. If you get a partial screen, it’s because compatibility mode must be turned on. You can do this by clicking on the icon circled in red. More information about using Shopkey in IE 9 is available from the vendor’s website. In IE 10, you can select compatibility view from the tools drop-down menu.