Report a Problem: Home

Troubleshooting Tips

Before submitting a problem report, please try the following troubleshooting tips:

1. Are you on campus and connected to the SenecaNet wireless network?

   If you're on campus, please make sure you're using the SenecaNet wireless network; the SenecaGuest network will not allow access to library resources.

2. Is there a temporary known issue with the resource you are trying to access?

   Check our Notifications page to see if there is a known issue with one of our resources.

3. Are there special licensing or vendor limitations on the resource you are trying to access?

   Some resources allow on-campus access only or have a limit on number of concurrent users. See the descriptions in our A-Z Databases to see if there are special conditions associated with the resource you are trying to access.
    

4. Do other Seneca Libraries databases and resources work for you?

   If only one resource is inaccessible, this may mean that particular resource is temporarily down. Please use this form to report this to us if we have not already updated our Notifications page.

5. Are you reaching the expected Seneca Libraries log-in screens?

   When you access Seneca Libraries electronic resources, you will be prompted to log in using your My.Seneca account. The following login window will appear.
   
   Click image to enlarge.
   

   
   If you do not see the log-in screen, try clearing your cookies and re-open the resource using Library Search or links found on our A-Z Databases page.    Note: If your Seneca Username exceeds 20 characters, truncate to the first 20 characters only (includes dashes,periods etc)

6. Password failure?

   Most login errors are simply mistyping a password, which can be complicated by auto-complete settings in a browser and cache being held.  
   1. Open an incognito tab in your browser to retry your login attempt to a Seneca Libraries resource. 
   2. Try to start at the https://library.senecapolytechnic.ca or select a database from the Databases A-Z button.
   3. When prompted to authenticate: type only your "Seneca Username" --> abcname . Do Not Include the domain or any other variation.  abcname  not abcname@myseneca.ca and not seneds\abcname
   4. Type your password manually to ensure it is not using an autofilled password that may be incorrect.
   5. If you receive an IP denial page, your access has been blocked due to excessive attempts to login. You will have to wait for the block to be cleared by the system. Continuing to attempt logins will result in a permanent block, at which time you will need to submit the Report a Database Access Problem form.
       

7. Do you know your My.Seneca username and password?

   If you do not know your My.Seneca username and password, you can use ITS's MyID Self Service tool to recover it.

8. Are you experiencing an error when you enter your MySeneca username and password?

   You must have a valid My.Seneca account to access Seneca Libraries electronic resources. For students, this requires you to be currently enrolled in at least one class. You can check if your My.Seneca account is active by logging into My.Seneca. To get help activating or troubleshooting your My.Seneca account, contact the ITS service desk.

9. Are you trying to access the resource from inside a "framed" environment such as My.Seneca?

   If the resource wants to open "inside" the container of another platform (such as My.Seneca) by default, try opening the resource on its own in a separate window.