Library Out Loud

Discover, the main Library search tool, is currently giving a few error messages, which are being investigated. In the meantime, here are some trouble-shooting tips for the most common errors. If these don’t work, please contact us on library@massey.ac.nz with details of what’s happening, and we’ll look into it for you.

EBSCO “Application Level Exception” error message

Often occurs when:

• You are signed into your EBSCO account and interacting with folders.
• Your browser is unable to handle JavaScript.
• Your internet provider uses an accelerator or “turbo” feature, or you have installed an accelerator on your browser or computer.

You can sort it by:

• Often clicking on the Back button or trying again works.
• Sign out of EBSCO, clear your browser history, including cache and cookies, and restart your browser.
• Make sure your browser is up-to-date.
• Make sure your browser security settings are not blocking any JavaScript. Go to http://activatejavascript.org/ for instructions on how to do this.
• Make sure you are not using any accelerators.

​EBSCO “A System Problem has Occurred” error message

Discover and other EBSCO databases appear to be having a problem timing out. If you leave a database for a few minutes and then come back and try to interact with the same search/search results, you may be taken to an error message or the generic EBSCHOhost database list.

Often occurs when:

• Several Discover or other EBSCOhost tabs are open.
• Discover is left open, but you stop interacting with it for a few minutes or more, and then go back to it.

You can sort it by:

• Clearing your browser history, including cache and cookies, and restarting your browser.
• Avoid using your browser’s “Back” button.

​If you feel comfortable doing so, you can help the Library and EBSCO solve this problem by emailing LibIT@massey.ac.nz the following:

• Date and time the problem occurred
• An attachment of a screenshot of your entire browser window
• An attachment of a screenshot of http://www.thismachine.info/
• Copy and paste the source code of the error page into the email. You can find instructions for how to view source code at http://www.wikihow.com/View-Source-Code.

2 responses to “Discover errors”

1. Leah Smith says:

   June 3, 2020 at 10:36 am

   I can’t access the library properly. Evey time I login I get this pop up https://auth.ebsco.zone/api/oidcprovider/consent.

   Reply
   • Massey University Library says:

     June 3, 2020 at 10:40 am

     Hi Leah. Sorry you’re having problems with this. Please see our recent post on possible solutions, and if it continues get in touch with us on library@massey.ac.nz or phone 0800 MASSEY

     Reply