Library FAQ

There are a few things to check to help us determine whether this is a library login problem or a university login problem.  

• Check Library News and Alerts on the library homepage to see if the database is down. If yes, then the article will explain what you may expect.
• Check My.SUNYEmpire.edu to see if there is some kind of university-wide problem. If yes, then the notification will explain what to expect. If you are unable to log in to My.SUNYEmpire.edu or your online courses, please contact the IT Service Desk. This is not a library issue.
• Is the library link you are clicking located in an online course? It's possible your instructor didn't format the link properly. Please ask your instructor for the full citation for the source so you can look it up in the library directly. Also, ask your instructor to contact the library for help with formatting.
• Do you get a message that says Access Denied? If yes, just wait 30 minutes or so, and your access will be restored. This just means your login ID was noted for downloading a significant amount of material over a short time, and the system wants to make sure you're a legitimate user.
• Are you currently enrolled in any courses? Are they active? If not, then you will not be able to access library resources until you are enrolled and the course is active.
• Are you a SUNY Empire alum? Alumni have access to a separate Alumni Library.
• Were you a SUNY Empire alum before you re-enrolled? There is a known problem where current students who were alumni are unable to access library resources. Please contact the IT Service Desk and explain that you may be in both university address books. They'll know how to fix it from there.
• If you are an adjunct instructor, are you currently teaching a course? Only actively teaching adjuncts have access to library resources.
• Retired faculty members only have access to library resources as long as their SUNY Empire email account is still active.
   

If you ARE currently affiliated with SUNY Empire and you are able to log in to My.SUNYEmpire.edu and your online courses, but you still cannot log in to library databases:

• Try logging in to databases from different vendors. For example, if you cannot log in to an EBSCOhost database, try logging in to a Proquest or Gale database.
   
• If you are able to log into some databases but not others, then we know it is a library problem. Contact us directly so that we may submit a ticket to the vendor.