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Report a problem with e-resource access

- Unforeseen problems during non-working hours

Please read the information about the UCL e-resource gateway and about eligibility for remote (outside Library buildings) access to UCL e-resources. If you have a problem using the gateway, and you think you are eligible to do so, please complete the report form below.

If you still wish to notify us about a problem you are experiencing, please fill in your personal details and complete the relevant section below:


Your query will be received by our E-resources team and we aim to contact you within one working day.

Your personal details


Description of the problem

Problems accessing e-resources using UCL userid and password:
Please note that if your problem relates specifically to your ISD computing account details e.g. you have forgotten your userid, you will need to contact the ISD Service Desk



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Unforeseen problems during non-working hours

Please note that eresources systems, in common with all central UCL IT systems, run unattended overnight, at weekends, and during UCL closure periods. If services fail, they may not be restored until the next working day. If unforeseen system-wide problems occur during non-working hours, try the following alternative access routes for off-site access:

  • Log in to the Web WTS service, then access the eresource that you need via a search engine such as Google. The Web WTS service simulates on-site access, so (in most cases) there is no further authentication requirement.
  • For services that use the institutional login, you can use this option on the website of the database or journal that you want to access

If you are on-site, use a search engine such as Google to find the database or journal that you need. In most cases there is no authentication requirement because you are using a UCL computer.

Please note that it is normally not advisable to use search engines to find subscription eresources: except in the specific circumstances outlined above, use the ejournals list or databases list in order to ensure that you have access to all of UCL Library Services' subscription eresources.


Last modified 20 December 2013

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