How to get help:
Use our Report a Problem Form  for:
- research databases
- Scholar OneSearch
- full text linking
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.
Frequently Asked Tech Support Questions
Question: What should I do if I see this when connecting to a resource:
An error occurred while processing your request. Please contact your helpdesk or user ID office for assistance.
This service requires cookies. Please ensure that they are enabled and try your going back to your desired resource and trying to login again.
Use of your browser's back button may cause specific errors that can be resolved by going back to your desired resource and trying to login again.
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:
1. Go to https://neuidmsso.neu.edu/logout.html 
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.
Question: What if my PDF links to a blank screen in Springer?
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.
Question: Why isn't my e-book available in Springer?
Northeastern does not license ALL Springer ebooks, only certain series. The books we have are listed with a green box.
Question: How do I get access to the Chronicle of Higher Education links on my smartphone and from my email?
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.
Question: Why do I keep getting blocked when I try to read articles in the Chronicle of Higher Education?
The Chronicle of Higher Education is available to all current Northeastern faculty, staff and students. However, there is a bug where if you click within the hover menus on the site, you can lose access. This is a known problem and the Chronicle is working on it. In the meantime, always CLICK on the Chronicle navigation buttons instead of HOVERING to use the dropdown menus. Or CLICK on any links in the Chronicle pages. The “ezproxy.neu.edu” code is preserved in the URL and you’ll be able to read all the content.
Click, don’t hover!
Question: What if I see an EZProxy error when I try to connect to a journal article or database?
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.
Question: What if I can view, but not print or save my article PDF?
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:
- Right click on the .pdf and “save target as” or “save link as”. Then open the saved file, read and print it.
- Use Foxit Reader  instead of Adobe Acrobat Reader or Preview
- Use Firefox  instead of Safari
This problem has been observed in:
- Science Direct, using MacIntosh OSX and Safari
Question: How do I create a stable link for a journal article or ebook for my students in Blackboard?
Links to articles need to have "ezproxy.neu.edu" in the first part of the link. For example:
If you need to insert this into a link, use the widget on this page  to "proxy" the link. If you need further assistance, please see our guide to Finding and Creating Permalinks  or Ask a Librarian .