Use our Report a Problem Form for:
Contact the ITS Help Desk at x4357 (617-373-HELP) or help [at] neu [dot] edu for problems with Northeastern computers in labs and offices, myNEU accounts, and NUSSO.
If you are using the Firefox browser on a Mac OSX computer, first, be sure you have an up-to-date version.
If this does not solve the problem, change the preferences for opening PDFs
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If you think you were sent here in error, please contact technical support Error Message: Error decoding authentication request message
This error sometimes occurs when a previous session did not completely close, or when you use the browser "back" button to the point where you logged in.
To fix this error, try clearing your cache and cookies.
If that doesn't work:
2. Completely close and restart your browser.
3. Go to http://library.northeastern.edu and try to connect to your database or ejournal again.
To avoid this error in future:
Make a habit of completely closing your browser after a library session.
Do not use the "back" button in the browser to the point where you logged in.
Never bookmark the login page for a library resource. Instead, bookmark the site AFTER you log in, or right-click and bookmark a link BEFORE you click on it.
Some users experience a blank screen when linking to full text PDFs in Springer.
If you experience this, please clear your cache and cookies in your browser and then try again. We have found this usually solves the problem.
Northeastern does not license ALL Springer ebooks, only certain series. The books we have are listed with a green box.
The library offers a “bookmarklet”, which you can drag or save to your browser’s bookmarks list. It inserts “ezproxy.neu.edu” into the URL, prompts you to log in off-campus, and enables you to read subscription content.
Tapping it authenticates you without going through the library web site (not that there’s anything wrong with that of course!), and that applies to any journal or resource we subscribe to, not just the Chronicle.
If you did that and you are still receiving this error, please Report a Problem and include the URL or a screenshot of the error page. We can usually fix this error in one business day.
Answer: A broken "Save" button is caused by a failure in the mini-browser version of your PDF reader. When a user clicks on the "PDF" button in some databases, the Internet browser opens the PDF reader in a mini-window of the browser. The mini-window version of the PDF reader is not the full version of that program. Sometimes this can cause the PDF reader to err.
Try one or more of the following solutions:
This problem has been observed in:
Links to articles need to have "ezproxy.neu.edu" in the first part of the link. For example: