Troubleshooting Help Guide

If you are having trouble accessing eBooks, articles, streaming video, and other e-resources, please consider the following:

• Access to these resources are only granted to Kapiʻolani CC students, staff, or faculty members due to our licensing agreements with our vendors. 
• Ensure you are accessing content through direct links found in the library's catalog, our website, or research guides. 
• Try opening the link (right-click or control-click with your mouse) in a private or incognito window.
  • If this works, you most likely need to clear your browser's cache and that should fix it. However, if you do not wish to clear the cache and the private/incognito window works for you, you could just access library links this way. 
• Try a different browser. If it still is not working, email our e-resources librarian. 
• Contact allyson@hawaii.edu with the following information: 
  • The URL you are clicking. 
  • A screenshot of the error you are receiving, or copied text from the error message is fine. 
  • The browser(s) you used.
  • If this is for a course, please also include the course name and number. 

Library Account Issues

At times, your library account may need to be updated by the library.
During business hours, you can contact the Circulation Desk to ask them to check on your library account and database access. 

• Outside of business hours, email allyson@hawaii.edu and they may be able to assist you outside of normal hours, however our staff do not work 24/7, so responses may be delayed.

The error may look something like the message below. Please feel free to reach out to us first: 

If you are having difficulty accessing the library's catalog

• Check the calendar on our Is the System Down? page since there may be scheduled maintenance. 
• If there is no scheduled maintenance and you cannot access the page:
  • Email allyson@hawaii.edu and let them know the catalog is down/giving you errors. 
    • Include a screenshot of the error if you can, or the text from the error message
    • What browser are you using? (e.g. Chrome, Firefox, Safari, etc.). 

If you are accessing e-resources from anywhere outside of Hawaiʻi

• If you are experiencing issues accessing e-resources and are outside of Hawaiʻi, go to WhatIsMyIPAddress.com to get your IP address.
• Contact allyson@hawaii.edu with the following information: 
  • The URL you are clicking. 
  • A screenshot of the error you are receiving, or copied text from the error message is fine. 
  • The browser(s) you used.
  • If this is for a course, please also include the course name and number. 
  • Provide us with the IPv4 address displayed. 
• Other things you can try: Set up VPN
  • You can try setting up UH ITS VPN access so you can virtually join the UH network. 
    • You can contact UH ITS for assistance with this, 24 hours a day, 7 days a week.

The following are links that should take you to instructions on how to clear your browser cache.

• Chrome
• Firefox
• Edge
• Safari