Welcome to Darnall Medical Library: Troubleshooting/Access

Access Questions (click HERE for online form to walk you through this)

• What article / book / database were you trying to access?
• What browser are you in (IE, Chrome, Firefox)?
• Was it via PubMed, or the library page?
• Did you get an error message, or was there a blank screen?
• When in the process did you get the error?
  • After I clicked on the purple button, but before I got to the citation;
  • After I got to the citation, when I clicked on PDF;
  • After I opened the PDF, I couldn't download.
• Were you prompted for payment? Are you working from a networked computer?
• What's your public 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 our document delivery team. We're staffed from 0700-1630 Monday - Friday, and will retrieve the information you need and research the access issue.

Urgent patient care request? Email your question to us.

Tips:

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.

For more information, see our FAQ, "Do you have a list of journals and databases with access problems?" We'll be updating this information in early 2021.

Tips:

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.

Here's a page from Indiana University's Knowledge Base on how to clear your web browser's cache, cookies, and history. Bear in mind, DOD networked computers will not let you clear your history, but you should be able to clear your cache and cookies.

If you are getting a message indicating that your Sanford Guide mobile app has expired, you can update it with the following steps:

1. From a WRNMMC networked computer, go to https://www.sanfordguide.com/support/enterprise-login 
2. Use your Sanford Guide login (you created it when initially setting up access to the app) to access your account.
3. This should authenticate you.
4. Your subscription status should appear under "User Preferences."

Having a different issue with Sanford Guides? Check out the Sanford Guides System Status (https://www.sanfordguide.com/status/) to determine existing known issues. 

• Mon-Fri, 0900-1500, try our Live Chat Service
• Need help? Ask the Library
• Urgent Patient Care Query: Contact the Library
• Looking for a Book or Article? Contact the Library Technicians
• Literature Search / Reference Question? Contact the Librarians
• Conducting Research? Contact the Research Librarian
• Darnall Medical Library, Circulation Desk: 295-1184
• Concerns? Compliments? Contact the Library Director

• TRICARE Appointment Line: 855-227-6331
• Walter Reed NMMC Main Phone: 301-295-4611
• TRICARE Health Services (includes phone numbers)

Researching a Medical Condition?
Click the button below!

• MHS Medical Library (MML)
• USUHS Learning Resource Center
• Alexander T. Augusta Military Medical Center Library