Troubleshooting

• Close and reopen your browser.
• Clear your cache or browser history or open an incognito window and try the search or link to the resource again.
• Connect to another EBSCO resource. Is the problem specific to one resource or all EBSCO resources?
• Try accessing the resource with another browser (Chrome, Firefox, Edge, or other).
• Allow pop-ups in your browser.
• Try accessing the resource on another device (computer, tablet, or smart phone).
• If you are using a mobile device, try accessing the resource again when you connect to WiFi.
• Non-State Employees and Students: Do you have the log-in information from the librarian or media specialist at your public library, school library, or college/university library? Determine if you are using the current log-in information.
• State Employees: Check with the Oklahoma Department of Libraries at 405-522-3505 to determine if similar problems are being experienced elsewhere.
• Non-State Employees and Students: Check with your library or institution’s technical department to determine if similar problems are being experienced elsewhere.
• Contact EBSCO Support at 1-800-758-5995.

ODL provides access to its EBSCO resources through geolocation authentication. This means that if the location assigned to the IP address of the computer or device you are using is in Oklahoma, you will be able to access the EBSCO resources without entering a patron ID number or a username and password (unless the library you are accessing the resources from has another primary method of authentication). It is important to note that the location assigned to the IP address is determined by your connection to the Internet and is not necessarily permanent, in fact, the IP address (and its assigned location) associated with a mobile device may change frequently. Additionally, the location assigned to the IP address can change based upon whether you are on Wi-Fi or using cellular data. It is not uncommon for the location assigned to the IP address to be outside of Oklahoma even though you are in Oklahoma. You can check the location assigned to an IP address by going to whatsmyip.org.

If you are accessing the EBSCO resources from the Oklahoma Department of Libraries’ website and the location assigned to the IP address of the computer or device you are using is not in Oklahoma, you will be asked to enter a patron ID.

State Employees: If prompted to enter a patron ID, enter the patron ID number on your library card.

Non-State Employees and Students: If prompted to enter a patron ID, contact your public or school/university/special library about accessing EBSCO resources from their website.