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Welcome to Darnall Medical Library: Troubleshooting / Access

Providing quality information and services to support the readiness and care of the Uniformed Services and their families.

Troubleshooting = Diagnosis

Imagine you get an email from a patient that says: "I don't feel good." When they come into your office, you learn the specifics. Elbow. Sharp pain. Only when opening doors. Then you start to have the information you need to diagnose the problem.

That's how it is with troubleshooting access problems. The more information you can give us in the email, the less likely it is that we'll need to ask you follow-up questions. What article were you trying to access? Was it via PubMed, or the library page? Did you get an error message, or was there a blank screen? Are you working from a networked computer? What's your IP address?

All of these things help is diagnose and resolve access issues. And if you're seeing the problem, it's likely that someone else may be seeing it as well.

Having trouble accessing online articles or books and don't have time to troubleshoot? Email us. We're staffed from 0700-1730 Monday - Friday, and will retrieve the information you need and research the access issue.

Known Issues

MedCOI Migration. As the command migrates to MedCOI, there are many bugs to be identified and fixed. To learn more about accessing content post-MedCOI, please visit our MedCOI page.

There is a problem accessing ProQuest content (Psychology Database and also Health & Medical Collection) via PubMed's LinkOut. We have contacted ProQuest. In the meantime, these steps should get you to your article:

  • If in the Internet Explorer browser:
  • Go to our Databases page:
  • Scroll down to ProQuest and click.
  • Select Walter Reed National Military Medical Center and click Log in.
  • Search for your article by title.

You should be able to download your PDF.

Of course, you can always email the library staff and we'll help you retrieve your articles.

ProQuest works from the AVHE login, but is not working from direct MedCOI browsers.

Access Issue: Electronic Journal


Try a different browser. Internet Explorer is the browser supported by the command, but Chrome and Firefox are available, and what doesn't work in one browser may work in another. Unfortunately, we haven't found a browser that works well with everything-- or when we think we have, something changes.

Try to access the article via the "Journals" tab. Linking from PubMed to an article has a lot of moving parts. One wrong page number can result in an "article not found" message. Try searching by journal title and navigating to the specific issue. If you report it to us, we'll notify the vendor so they can clean up their record.

Desperation measure: If you have an EZproxy (remote access) account, try to access the article on your mobile device.

Access Issue: Electronic Book


Try a different browser. See above.

Try to access the book from another tab. We link to all of our ebooks from LibraryWorld, our catalog. Many core titles have links on our Specialty Portals. And if you see the vendor name in the LibraryWorld record, you can link to that vendor via our Databases tab.

Contact Us

Ask a Librarian   Ask the DML:
Questions & Article Requests
Email Email the DML Librarians:
For HIPAA sensitive questions
Phone Call the DML:
Email Tell Us:
Suggestions? Concerns?
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Darnall Medical Library | Walter Reed NMMC | Building 1, Room 3458 | 8955 Wood Road | Bethesda, MD 20889 | 301-295-1184/85 | Open Monday-Friday, 0700-1730

After-hours access to the library is available to WRNMMC Staff via the CDO at 301-295-4611.