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Troubleshooting

Fixes for common problems

Authorized users may request a password through KYVL's password request form. For more information, see Requesting a Password.

Many common login errors can be resolved using the tips below.

Confirm IP address / request updates

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

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

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.

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.

Clear browser cache

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

    

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

Enable cookies

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.

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

Update your browser

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

Chrome

  • Click the 3 dots in the upper righthand corner of your web browser window, or enter chrome://help/ in your Chrome address bar.
  • Choose Help > About Google Chrome.
  • If you need an update, Chrome will automatically begin updating. You will need to close and reopen 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

  • Go to Tools (Alt + X) > About Internet Explorer.
  • Check "Install new versions automatically." If this box is checked, no further action is needed.  
Kentucky Virtual Library • 1024 Capital Center Drive, Suite 320 • Frankfort, KY 40601 • 844.400.KYVL toll free • kyvl@ky.gov
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