Most Common Access Issues
Access issues may relate to your network, browser settings, and access right of your library account. As it is complex and involves technical reasons, you may try multiple methods to solve the problem. The table below states common access issues and corresponding solution(s).
400 Bad request: server cannot process your request due to invalid syntax.
404 Not Found: server cannot locate the requested resource.
500 Internal Server Error: server encountered an unexpected condition that prevented it from fulfilling the request.
504 Gateway Timeout: server does not receive a timely response from the upstream server.
|EZProxy - Access denied
Authentication Issue: You may not have access right for this e-resource.
|Check License Terms under the e-resources.
The page has not been configured for access.
|Report this e-resource/link by Email-a-Librarian.
Your saved URL may not be a persistent link. Therefore, your browser cannot direct you to our subscribed e-resources.
|Save the persistent link.
|The webpage does not show up after clicking a link several times.
|You may accidentally block the pop-up. Please allow pop-ups and restart your browser.
|Follow the instruction and install HKUVPN before accessing the databases.
Clear Cookies & Cache
Sometimes, previous cache and cookies may cause the problem about updating webpage content, and eventually cause the access issue. To solve this problem, you can clear the cache and cookies on your browser first, and reopen the browser.
Steps to Clear Cookies & Cache in Browsers
Browse in Private Mode
When you are using private mode, personal settings on the browser will be cleared. This can exclude the issues caused by added extensions, accepted cookies, or caches.
Note: Your browsing history will not be recorded when browsing in private window.
Steps to Open the Private Mode in Browsers
Try Another Web Browser
Since e-resources are created on various platforms, databases may be more compatible with particular browsers. To use another browser, you can exclude the problems such as personalized settings, saved passwords, and incompatibility of databases in the browser. Meanwhile, regularly updating your browser keeps your computer secure, fixes bugs of the old browser version, and allows accessing new features on web pages.
Installation Guide of Suggested Browsers
Check the License Terms
Most of our e-resources can be accessed by current HKU staff and students with their HKU Portal account and PIN. For other users with remote access rights to selected e-resources, please check the list below:
NOTE: Access to the selected e-resources may be changed by the vendors of HKUL without prior notice.
Before accessing the e-resources, you can click the "Show License" under View Online to check the license terms. License Terms indicate which user groups are authorized to use the e-resources.
License Terms in Find@HKUL
HKU Virtual Private Network (HKUVPN)
HKUVPN is for HKU staff, students, honorary appointees and departmental account holders to access the HKU campus network outside university network. It supports a secure connection to access the IT systems and electronic resources in the same way as if you are within the campus network. 2-factor authentication (2FA) is required for accessing HKUVPN. If you have questions about installing HKUVPN, please contact ITS by email firstname.lastname@example.org.
This action evacuates the browser cache in a specific webpage, and forces it to reload in the latest version.
Chrome, Firefox, or Edge:
Chrome, and Firefox:
When you select or download the article from the database, sometimes, it may direct you to another page, which your browser will identify as a pop-up. If you blocked and prevented the pop-ups formerly, the page may not show up. To solve this problem, you may need to allow pop-ups for the website and reopen your using browser.
Steps to Allow Pop-ups in Browsers