Help and Troubleshooting

Having trouble with access? ID not working? Forgot your password? Need software installed? Use these links to get assistance from IT@UC.

  • Phone: 513-556-HELP (4357)
  • Toll Free: 866-397-3382
  • Try a different browser. 
  • Update your browser
  • Delete history, cookies, and cache
    • Clearing the search history, cookies, and cache stored in your web browser can resolve some problems and often allow browsers to work more efficiently.
    • Google Chrome - Settings > More Tools > Clear Browsing Data ... > Check Browsing history / Cookies and other site data > Clear All.\
    • Microsoft Edge - Settings > Clear browsing data > Choose what to clear > Cookies... & Cached data...
    • Mozilla Firefox - Library > History > Clear recent history  > Check Cookies / Cache / History >  Clear Now
    • Safari -  History > Clear History  // Preferences > Privacy > Manage Website Data > Remove or Remove All
    • If you prefer not to clear cookies, try your browser in Incognito/Private mode, as this may also solve some problems.
    • Your browser must accept cookies. The EZproxy cookie is not used to track your use, but only to let the proxy server monitor your authenticated status. This cookie will disappear when you exit your browser. If you share a computer, it is important that you exit the browser so the authentication cookie expires.
  • Disable Pop-up Blockers
    • Some e-resources require the use of pop-ups for content delivery.  Be sure the pop-up blocker allows pop-ups generally, or from a specific  vendor.
    • Google Chrome -   Settings > Advanced > Content Settings > Popups > Allowed
    • Microsoft Edge - Settings > View Advanced Settings > Block Pop-ups: Off
    • Mozilla Firefox -  Options > Privacy & Security >  Under History > Check Accept Cookies from Websites.
    • Safari - Preferences > Security > Uncheck Block Pop-up windows

Once logged in, typically an EZproxy session should remain valid, but will time out after 2 hours of inactivity.

However, in order to stay in an EZproxy session, you must also:

  • Conduct all your research within the same browser you used to log in to EZproxy. The session will, however, bridge across multiple tabs of the same browser:
  • Navigate the web in a pathway, or chain, by following links or using your browser’s forward and back arrows as much as possible, instead of hyperlinking between sites. For example, if you use UC Library’s Indexes & Databases page to click through to a database, you will be connected and ‘in’ an EZproxy session. You can search the database for materials and all of your results will be available to you, but if you then decide to click on a site you have bookmarked or type in a URL for a new site directly into your browser address bar, you will jump ‘out’ of the session. Use the Proxy Link Builder tool to create a permanent URL for bookmarking.

When in doubt, check your URL address for the word ‘ezproxy.’ If it’s there, then you’re connected.

  • EZproxy Administrator Error Message:
    • This message "Oops! There appears to be a problem. The host is not recognized by the proxy server. If you believe this resource should be accessible, let us know of this error by hitting the "Submit" button below. Click here to access without the proxy server."
    • This message indicates that the resource has not yet been setup to work with EZproxy. If you are on campus and the URL contains the word “proxy,” remove the EZproxy prepend ( from the URL and try to connect.  You can also use the Report a Technical Problem form.
  • Access denied or paywall encountered
    • To check UC Libraries e-Journal holdings, do a journal title search in e-Journals 
    • To check UC Libraries e-Book holdings, do a title search in Summon or the library catalog.
    • You could also try adding the proxy prefix to the URL:
      You could also try adding the proxy prepend to the URL :(
  • Personal Account Required
    • Some sites may require a personal login on their site. First time users may need to setup a personal account. An example is Safari Books. 

If the Library does not provide access to the item that you need, please use  OhioLINKSearchOhio, or Interlibrary Loan (ILLiad) to request the material from another Library.

ClinicalKey access requires some extra steps

We recommend setting up a personal account using your UC mail address.  To set this up from off campus:

  • Set up
  • Then go to ClinicalKey  to set up a personal account.
  • ClinicalKey personal account Instructions:   
  •  Once the personal account is set up and the user is logged in (I believe there's an option to stay logged in), any link to ClinicalKey should open without the need to log in again. 

If this doesn't resolve the issue, please contavct us and we can troubleshoot further.

Embedding links to articles, e-books, and other library resources into your course pages allows the students to have direct access to the resource from the vendor - giving students the ability to interact with the resources in a number of ways, including accessibility options. This takes care of any copyright concerns.

There are two important things to remember when you link to library resources:

  1. Use a permanent link to the resource :How to Find a Permalink
  2.  Add a proxy URL in front of the permalink This will enable students to open the article or the e-book also outside the university network. The proxy link will automatically open a login window, where students enter their university username and password.

If you do not wish to use the link generator tool above, you can paste the following prefix directly in front of the permanent URL:
(no spaces between the prefix and the URL). You can also do this with DOIs: