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Off Campus Access Troubleshooting

If you are having trouble accessing the library's resources from off campus, please read these suggestions.

Username/Password Errors, Exception, System, Internal Errors, Etc.

Your my.acu.edu or online.acu.edu username and password are used to access library subscription resources. These are automatically assigned to you when you enroll. Go to my.acu.edu/email if you do not know them and fill out the form.

If you are receiving a password error, your password might have expired (if you have not logged into your account in about a month). Use the change password or forgot password link on the my.acu.edu login page.

You will need to wait between 15-30 minutes for password changes to take effect.

Another common problem is that your browser might automatically embed your password into the password box, and if you have changed your password, then the old password might be automatically filled in for you (indicated by astericks in the password box). Delete your old password and type in your new one.

If you are still not able to login, please call Team55, student technology support, to have your password reset. Their toll free number is 1-888-588-4093, or locally 325-674-5555.

These errors could be related to a plugin or extension that is interfering with access to our authentication method. You can try accessing the library's databases using Incognito or Private browsing mode in your browser and if it works, then the problem is most likely a plugin or extension. Below are instructions to disable/delete plugins/extensions in three browsers:

Google Chrome:

Click the menu icon "≡" at the top right of the browser window, choose "Tools" and choose "Extensions" to open a new "Options" tab. 
Uncheck "Enabled" to disable an extension, or click "Remove" to delete it completely.
Enter "chrome://plugins/" in Chrome's address bar to view plugins that add compatibility and functionality, such as Apple QuickTime or Adobe Flash,
Click the "Disable" link under the plugin you want to disable.

Mozilla Firefox: 

Click the orange "Firefox" button in the top left-hand corner of the browser window and choose "Add-ons" from the right column of the menu to open an Add-ons Manager tab in the active browser window.
If you are using Windows XP, click on "Tools" from the menu bar near the top of the browser window and choose "Add-ons." 
Click "Extensions" to view the installed extensions that add features to Firefox, or click "Plugins" to view plugins that add compatibility and functionality. 
Find the add-on you want to disable and click its "Disable" button.
If you want to delete an extension entirely, click "Remove."
Restart Firefox to complete the process.

Safari:

Choose Safari > Preferences.
Click the Security pane.
Click Manage Website Settings to see plug-in details for a particular website.
Internet plug-ins installed on your computer appear on the left side of the plug-ins sheet. Select a plug-in to configure its website settings.
Websites that are currently open in Safari appear on the right side of the plug-ins sheet. Websites that you have already configured by clicking "Trust" or "Cancel" also appear here.
You can select Ask, Block, Allow, Allow Always and Runs in Unsafe Mode under "When visiting other websites:". Select Block to disable plugin and Allow or AllowAlways to enable.

When receiving this error, please send us the following information: date and time of error, database you were using, browser you were using (include version if possible), all of the error message (screen shot or copy of page source code).

You can try clearing cookies, cache, and history and searching the database again. You can also try a different browser. Sometimes waiting a few hours and searching again will solve the problem.