I’m seeing a 404, “bad gateway,” “heading too large,” “empty response” error, or getting redirected to the library’s home page when I’m using library resources.

The errors you are getting mean that you need to clear your cache and cookies - depending on your browser, clearing your cache and cookies may be different, so select the browser you're experiencing this issue with:

If your browser is not listed, search ' [browser name] cache and cookies ' (ex. 'Internet Explorer cache and cookies') in a search engine, your browser likely has an instruction page available online.

Note: ensure your settings read it to clear for "all time". Sometimes it defaults to clearing the past 24 hours only, and then the problem persists. Close then reopen your browser, and try using library resources again!

It says, “your account does not have access to this resource” or “your account is not configured for access.”

If you've already used the Report a Problem form to tell us that you're seeing this, we've received your email and you'll get a response from our Reader Registration office. Reader Registration may email you back to confirm information or inform you on your account status.

I have a “financial hold” on my account after paying my fines library fines, what can I do about this?

Send an email to libraryhelp@utoronto.ca if you haven't already (only one email is required). When seeing this email (ideally it would include the words “financial hold”) we will work to see that the hold is cleared in a timely manner.

I'm getting a paywall while trying to access an article.

If you're off campus, make sure you are using a proxied link. If you don't see myaccess.library.utoronto.ca in the URL, try adding this prefix at the front of the URL of the article: http://myaccess.library.utoronto.ca/login?url=
If this doesn’t work, we’ll see it too, and we’ll try to find a work-around for you!

The LibrarySearch link to the article is broken or leads to the wrong article.

Thanks for sending us an email about this! You can try an alternate way of accessing the article, such as:

Try another link available under "Full text availability" (if available)

Try searching for the journal the article is published in instead, with the following steps:

Search for the journal in Journal Search
Click on a link under "Full text availability" to access the e-journal
Browse to the volume and issue you're looking for
Access the article

The Download PDF button doesn't work.

Try using one of the links available under "Full text availability." If you emailed us, we’ll let the team know to make changes as needed.

In ScienceDirect, I'm seeing the error "There was a problem providing the content you requested."

If you're using UTORvpn, you might see this error while accessing items in ScienceDirect. Turn off UTORvpn and add the proxy prefix in front of the URL.

http://myaccess.library.utoronto.ca/login?url=

My issue is not here.

No problem! We’ll endeavor to respond to your email within 24-48 business hours.

Report an online resource problem.

Troubleshooting with Library Resources

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