Q. I can't log into my interlibrary loan (ILL) account. What should I do?

If you were unable to log into your interlibrary loan (ILL) account or saw an error message, the issue is most likely environmental (PC, network, browser, etc.). Try these troubleshooting steps:

1. Refresh the page. Sometimes, a temporary glitch can cause this error. Refreshing the page might resolve the issue.
2. Verify that this is the only instance open in the browser. Close the browser completely, then open only one tab to test.
3. Do not use a bookmark. If you are using a bookmark, the bookmark might be corrupt and need to be replaced.  When this happens, do not use a bookmark.  Instead, type or copy and paste the direct URL.
4. Clear cache and cookies. This can help eliminate any stored data that might be causing conflicts. After clearing the cache, try accessing the page again. The user can also test if the request form works as expected within a Private/Incognito browser window first because it has no cache or cookie history.
5. Try a different browser. If the issue persists, try accessing the page using a different web browser to see if the problem is specific to the browser you were using.
6. Try connecting from a different location (e.g., home instead of work), network (e.g., your phone's mobile data instead of wifi), or device (e.g., your home laptop instead of your work computer).
7. Temporarily disable any software firewall and/or anti-virus/spyware to see if this is causing the issue. You can re-enable it after testing.
8. Check the browser security settings.
9. Check the proxy details setup within the browser.
10. If using a VPN, try connecting without the VPN.

If these steps still do not resolve your issue, please contact us via email at ill@stevenson.edu or phone at 443-394-9941.  It's helpful if you can include the following information:

• The web browser you are using
• Your location (on/off campus)
• If off campus, were you at your home or at an organization/workplace (e.g., a hospital, school, office building, or other college/university)
• The error message(s) you saw (with screenshots if possible)

Some common error messages that you may have seen include "invalid request" or "method not allowed."