Troubleshooting/en

Do you have any problems accessing electronic information resources?
The following page should help you. It will give you some options on what to do before contacting support. If one of the options does not help, try the next one.

The instructions here are for browsers that support electronic resources. If you are using a different browser, you may have some issues with the availability of e-resources.

Turning the browser off and on

The first thing you can try is to turn your web browser off and on. Sometimes, this can help.

Incognito window

You can also try opening a link to the database or link you are looking for in an incognito window. If this works, it will probably help if you delete the cookies in your browser (see below). And then it will work for you there too.

How do I open an incognito window?

• Google Chrome - use the keyboard shortcut Ctrl + Shift + N or click on the three dots in the upper right corner of the window and select the option "New incognito window"
• Mozilla Firefox - use the keyboard shortcut Ctrl + Shift + P or click on the three dashes in the upper right corner of the window and select the option "New incognito window"
• Edge - use the keyboard shortcut Ctrl + Shift + N or click on the three dots in the upper right corner of the window and select "New InPrivate Window"
• Safari - use the keyboard shortcut Shift + Cmd + N or select "File" from the Safari menu at the top of the screen and select "New Private Browsing Window" from the dropdown menu

Update internet browser and Acrobat Reader

In case of incorrect content loading or PDF display, the problem may be in an outdated version of the browser or Acrobat Reader. We recommend updating to the latest version.

Deleting Cookies and Cache

Google Chrome

1. Click on the three dots in the top right corner.
2. From the menu, you need to select the option Delete browsing data... (or press the keyboard shortcut Ctrl + Shift + Delete)


3. In the table that appears, select the Time range and choose the following options: Browsing history, Cookies and other site data, and Cached images and files. Then click the Clear data button.

Firefox

1. Click on the three commas in the top right corner.
2. From the menu you need to select the option History.

3. Then you need to select Clear recent history.

4. In the table that appears, select the Time range to clear and choose the following options: Browsing & download history, Active Logins, Form & search history, Cookies, and Cache. Then click on the Clear Now button.

Edge

1. Click on the three dots in the upper right corner.
2. Select Settings from the menu.

3. Then click on Privacy, Search, and Services.
4. Find the Clear Browsing Data section and click the Choose what to clear button.

5. Select the time range for which you want to delete the data.
6. Make sure you select Cookies and other site data (and anything else you want to delete).
7. Click on the Delete button.

Safari

1. In the top menu, click on "Safari" and "Settings..."

2. In the "Privacy" panel, select "Manage Website Data..."

3. Click the "Remove All" button

Login problem

One of the reasons why you may have a problem with accessing electronic resources may also be a problem with logging in. There is a separate page on the wiki for this issue I have a problem logging in.

How to correctly report a broken resource

Still can't access the e-resource? Write to us at admin-eiz@cuni.cz. In the email, do not forget to describe the problem and attach a screenshot of the screen.

You can also attach a screenshot from the following page https://www.mysupportdetails.com/ to the email. This can help support people, as it contains technical parameters that may be important in identifying the problem. The page itself offers a TAKE SCREENSHOT button that will take and download a screenshot of your screen.

How to make a screenshot correctly?

There are several options for properly taking a screenshot of the screen.
Ideally, the entire screen, including the URL, should always be visible. If you use, for example, Google Chrome and have bookmarks stored at the top that you do not want to be seen on the screenshot, it is possible to hide this bar with bookmarks. This can be done via the three dots in the upper right corner or the keyboard shortcuts Ctrl+Shift+B (use the same shortcut to return the bookmarks bar).

One option is to use the PrintScrn button on the keyboard. All you need to do is click on PrintScrn and Windows at the same time. After that, you will find the screenshot saved on your computer in the Picture file.

Another option is to use the Clippings application. If you have Windows, you will find it on your computer. All you need to do is click on the search icon in the bottom left corner and search for the word Clippings.
After opening the app, click on New and select the part of the screen you need—remember to follow the advice that the URL address should be seen.