Troubleshooting

Login errors can result from cached data. Clear the cache of most browsers by pressing:

Ctrl   Shift  Delete

Chrome

• Press Control + Shift + Delete simultaneously.
• In the 'Clear browsing data' window, check all options.
• Select the "Clear browsing data" button.

Firefox

• Press Control + Shift + Delete simultaneously.
• In the 'Clear All History' window, check all boxes.
• Select the "Clear now" button.

Internet Explorer

• Press Control + Shift + Delete simultaneously.
• In the 'Delete Browsing History' window, check all boxes except Preserve Favorites Website Data.
• Select the "Delete" button.

Safari

• Visit support.apple.com/guide/safari/clear-your-browsing-history-sfri47acf5d6/mac

If you being prompted to log in while on campus or on the network of a KYVL member library, please contact KYVL to confirm that we have your institution's current IP ranges on file.

Go to whatismyip.com and report your public IP to KYVL.

Note that the following IP ranges are private and internal to a library or institution:

• 10.*.*.*
• 172.16.*.* - 172.31.*.*
• 192.168.*.*

Librarians and IT administrators may submit IP changes by logging into the KYVL Member Portal and selecting Member forms > Request IP change. Requests may also be submitted through Ask KYVL.

When requesting IP changes, please note the following:

• It takes some time to make the IP changes.
• Authentication to KYVL resources from within a member library occurs via IP addresses on record with KYVL and our content providers.
• When there is a change, we notify the content providers such as EBSCO, ProQuest, OCLC, etc.
• We also update our authentication server.
• Usually, the IP updates are made within 24 hours, but can be a little slower.
• Seamless access to KYVL resources will not be working until those IP changes are made.

KYVL users log in to databases through EZproxy, which uses cookies to provide database access. If you do not have cookies enabled, please click on one of the links below for instructions on enabling cookies in the browser you are using.

• Chrome 
• Firefox
• Internet Explorer

Learn more about cookies at www.bbc.co.uk/usingthebbc/cookies/what-do-i-need-to-know-about-cookies.

Is your web browser up to date? Please follow these steps to check and update.

Chrome

• Enter chrome://settings/help in your Chrome address bar

OR

• Click the 3 dots in the upper righthand corner of your web browser window.
• Choose Help > About Google Chrome.
• If you need an update, Chrome will automatically begin updating.
• Relaunch Chrome for the changes to take effect.

Firefox

• Enter about:preferences#advanced in your Firefox address bar.
• If necessary, choose Update from the menu.
• The option to "automatically install updates" may already be selected. If not, follow these steps to initiate an update.

Internet Explorer (IE)

• Go to Tools (Alt + X) > About Internet Explorer.
• Check "Install new versions automatically." If this box is checked, no further action is needed.
• IE has been replaced by Microsoft Edge

Microsoft Edge

• Enter edge://help in your Edge address bar
  OR
• Click the 3 dots in the upper righthand corner of your web browser window.
• Choose Help and Feedback > About Microsoft Edge.
• If an update is available, it will start downloading automatically.
• Restart your browser to complete updating.