If they have sent an email along the lines of "How do I access electronic resources" or "what is my login for online resources" etc our standard email response can be sent. See separate FAQ for the template.

Have they stated the resource they are trying to access?

If not stated or obvious from context, check.
If it turns out to be the Digital Library rather than external resources see the Digital Library FAQ.

Standard advice:

Log in to iCity first, use library link to set cookie, test function on a resource.

“Are you from Birmingham City University” yes; tick box for remember on this computer defaults to ticked.

Then, if they are at a computer, check that original access route now works and inform that links from Moodle or the catalogue should now function on this computer.

"I am still unable to access".

Possible linking/searching issues:

Links from e.g. Google Scholar may well still not work depending on url and how the site checks for cookies.

If following a Google Scholar lead, advise to check Library search and/or A to Z of electronic journals for our online resources, catalogue to check for print holdings which may be available.  

If unavailable to us online or in print advise them to make use of inter library loans service.

If their research requires in-depth searching, i.e. they require use of advanced facilities in Library search and/or use of specialised databases, abstracts etc. suggest a session with a liaison librarian.

Some sites offer internal logins for stored searches, clippings etc. and users may get logins confused; try to get this established if it seems a possibility and advise them to use the service support facility.

People may come across online resources offering an Athens login and not realise that we do not subscribe to that site or possibly to that resource on that site. Try to make clear limitations of subscriptions and advise use of our search tools esp. Library search and links from our library site (this has sometimes been an issue when academic staff put their own links on Moodle!).

A resource not available via an external search and login attempt may well be available via our own: use Library search!

Also, even sites/resources we DO subscribe to may show an Athens login that is not the sort we use and fail if linked externally.

Some sites e.g. Digimap, Mintel require secondary internal registration.

A few are only available on campus: Acoustical Society of America Digital Library, DCP, Fashion Monitor, Klimt02, RICS Red Book, SAE Digital Library, WGSN.

Naxos Music Library limits simultaneous users; MyiLibrary limits simultaneous access to items.

Possible Technical Issues:

Can we access the site on campus?

Can the site be accessed by us on the off campus laptop?

If not:
Resource site down or authentication not working: test, refer up to Mark Brown if available, possibly contact site. Includes possible issues with Athens itself, ezProxy, other third party issues (very unusual).

Resource not available: refer up to Mark/Lorna to check and contact supplier

If we can access the resource on or off campus but the user cannot:

If possible, obtain the user login details and check using our off campus laptop.
If we can acess using their login they may be having issues with their devices; we cannot provide technical support for all permutations of hardware and software.
Some general advice can be given e.g. double check login, try clearing browser cache and stored passwords (N.B that this done at their own risk re. access to other sites), try alternate browsers, if using a work network check with their support about possible blocks.

If we are uable to access using their login:

Check the student or staff status: is the borrower a fully registered student or a member of staff? (For that matter are they a borrower at all!) Check Talis record; if one exists has it expired? Check SITS for student status. If either show expired registration, advise they must be a current fully registered student; if they say they should be but SITS contradicts advise contacting faculty and/or academic registry to resolve.

No library staff can update their student record. They (or in very exceptional circumstances we) MUST contact their faculty or academic registry.

If you don't have immediate access to SITS a quick way of checking is to use iCity > Your Course > Students tab and search using student ID. If nothing turns up there is likely to be a problem of some sort.

If SITS shows current but they are still unable to access there have been occasional problems re. validated courses, nursing mentors etc. You may need to ask CICT to check this login, and/or contact the relevant faculty for information. This is a very unusual occurrence.

If SITS is down this will usually block all student access to resources: genrally you will know very quickly if this has happened.

Similarly with other major university network or srver issues.

Staff must be on staff directory.
Occasional issues with e.g. visiting lecturers, emeritus status, course validators, etc. etc. Essentially they MUST have a full staff iCity directory entry (been known to fail in the past if lacking a phone number, for example) and they need to resolve their status with appropriate office, if necessary, and have entry added by the iCity directory local contributor. We cannot do this for them. In exceptional circumstances we can contact the relevant faculty to expedite, but this should not normally be nercessary.