Troubleshooting and Support

e-Resource Troubleshooting

Many library e-resource access problems experienced by faculty, students and staff with EVMS Novell passwords are related to the pending expiration of a Novell password. Novell passwords are managed by the EVMS Network Information Center (NIC) and need to be changed by users every six months (180 days). If the NIC has your email address, they will send you a reset reminder. 

If a password has not been changed after six months, account status is considered to be pending expiration, and users are given six grace logins. Grace logins can be used to access myPortal, Blackboard and some other EVMS resources, but they cannot be used to access library resources due to vendor limitations. 

You can change your password by visiting the EVMS self-service portal; please contact the NIC or the library information desk for the web address. If you have forgotten your password, or your login or password do not work, you must visit the NIC for assistance. For further information, contact the NIC directly at 757.446.5871, or email them at comphelp@evms.edu.

Some non-EVMS institutions, such as hospitals, have security settings that may limit your access to library e-resources. The library has no control over these limitations. Other alternatives, such as connecting from home or using a personal mobile device, should allow access.

On rare occasions, there can be an access hiccup at the e-resource level, such as blocked or restricted access to a database, electronic journal or e-book. Often, these hiccups can be resolved simply by waiting a few minutes and trying again. If the problem persists, try to access other subscription e-resources that require EVMS Novell authentication, such as Dynamed or ClinicalKey. Then, contact the librarians at the library information desk by email at library@evms.edu or by phone at 757.446.5851. Please let library staff know whether one or multiple resources are down so we can correct the problem.

Finally, if a subscription e-resource limits access by asking for payment or a vendor-specific login to view some of its pages or articles, please note the blocked content and contact the library information desk by email at library@evms.edu or by phone at 757.446.5851.