Troubleshooting Library Resources

Basic Troubleshooting Tips

• Clear your browser's cache and cookies
• Go Incognito (private browsing)
  • Find instructions to do this here
• Try a different browser 
• Manually enter your saved passwords
• Reset your StarID password
  • How to reset your password
• Adjust pop-up blocker settings
• Disable your computer's firewall, or add the database as an exception.
• You may experience login issues if you're affiliated with more than one MinnState institution. If this applies to you, please contact us.
• Do you have iCloud Private Relay or a VPN enabled? As Google and others begin to introduce browser privacy features, our community may begin to experience issues accessing our resources when attempting to access resources off campus. Those using Apple devices, or Safari or iCloud+ on MacOS and who have iCloud Private Relay or a VPN enabled may already begin experiencing issues. If you're having trouble and using these devices, operating systems, or browsers, please consider disabling it or trying a different browser or device or reach out to us for additional assistance. 

"Can't provide a secure connection"

There have been access issues identified by some Comcast/Xfinity subscribers. If you are using internet service provided by Comcast/Xfinity and are receiving a message that says "This site can't identify a secure connection," try turning off SafeBrowse.

• Using the Xfinity website (there is alternately the Xfinity xFi phone app) 
• Login to Xfinity account 
• Click the wifi icon on the tool bar. If you hold the mouse over it the tool tip will show Xfinity xFi. (wifi icon is to the left of the phone icon) 
• You should now be at: https://internet.xfinity.com/ 
• Click on "More" ...you will land here: https://internet.xfinity.com/more 
• Click on "My Services". 
• You will be at xFi Advanced Security ...click Disable (or Enable). 
• You will be presented with a toggle button to select enable or disable. 
• Users should wait about 10 minutes for change to take effect. 

Check User Limits

Select ebooks and databases have limits to the number of users who can access them at a time. 

The ebook below has a user limit of one, but users are still allowed to "Read Online" if it's been checked out. If it has been checked out, the availability message will say "You may request this book from your library."

Other publishers may have different messages such as "Sorry, this eBook is in use."

Proxy Errors

Occasionally, when a resource has not yet been added to EZproxy, you will get an error like this. Please report this to a librarian at refdesk@mnstate.edu. 

Tip: If you are on campus and receive this message you can try copying the URL in the sentence that begins, "To allow..." and paste it in your browser tab. This should allow you access to the resource.

Persistent Links

To ensure articles and other resources are available off campus, links need to include MSUM's proxy prefix: https://trmproxy.mnpals.net/login?url=

For example, a proxied link to a ProQuest article looks like this:

https://trmproxy.mnpals.net/login?url=https://www.proquest.com/scholarly-journals/bringing-digital-library-success-factors-into/docview/2465472232/se-2?accountid=12548

For further instructions on linking to journal articles, visit this guide.

Hitting paywalls

If you receive messages like these as you research, you've found something we don't have access to or you're not properly logged in. Ensure you've accessed this resource via the library's website and have logged in through our proxy if you're off campus. If you continue to see these paywalls, please contact us to fix the issue. You may also submit an Interlibrary Loan Request for resources we don't have access to at MSUM.