Library

Library technical problems

We will try to reply to you by the next business day. If you have an urgent inquiry it is usually quicker to telephone: 9214 8330.

Problems with logging in and passwords?
If you having problems logging into the catalogue or databases see the database login page or the catalogue login page. If you still have problems logging in, contact any library service desk by phone, email.

Check the technical problems page and database web pages for known problems before you use this form.
Provide as much detail as you can. If you can't answer a question you can leave it blank, but it will help if you can answer all the questions.
We can only help you with library services and resources. For other technical problems at Swinburne contact: the ITS Service Desk - 9214 5000

1	Your name
2	Are you...?	Swinburne student Swinburne staff
2	Are you...?	Not from Swinburne * * We can only help you with access to the catalogue
3	Your library barcode	Your library barcode begins with a U and is shown on your Swinburne staff/student card or borrower card.
4	Your email address
5	Your daytime telephone number	If we need to contact you, it is often quicker to call you by phone.
6	Are you using...?	a computer on the Swinburne student network a computer on the Swinburne staff network Then go to question 7
		a computer at home using dialup modem a computer at home using cable modem/ADSL Then go to question 8
		a computer at work * * Many people cannot use library resources from workplaces due to firewalls and other security measures on workplace networks. We cannot help you with these problems. If you still want to report a problem continue to question 8.
7	Which campus are you at?	Complete this question if you are using a Swinburne computer. Croydon Hawthorn Healesville Lilydale Prahran Wantirna Then go to question 9
8	Your Internet Service Provider (ISP)	Complete this question if you are using a computer at your home or workplace. If you are using a workplace computer please tell us your workplace ISP.
9	Are you using a firewall or anti-virus software?	yes no Details: Some firewall and anti-virus software may stop you connecting to some databases. Try disabling the firewall or anti-virus software.
10	Are you using a proxy server?	yes no
11	Operating system	Windows - version: Mac - version: Other:
12	Your browser	Internet Explorer - version:
12	Your browser	Netscape - version: Other * The Library recommends Internet Explorer 5.5 or later (Windows) or Internet Explorer 5.1 or later (Mac). If you use Netscapoe you should upgrade to version 7. You will have problems with the catalogue and some databases if you use another browser or version.
13	If you are having problems viewing PDF files	Version of Acrobat: * * The Library recommends Acrobat 5 or later. You will have problems with an earlier version of Acrobat.
14	What resource are you having problems with?	Library catalogue Library database Which database? Specific link go to question 15 Other:
15	If your problem is with a specific link	URL of the link: Where is this URL linked from? eg, link from catalogue, web page, BlackBoard or WebCT... please provide URL
16	Describe the problem	Describe the problem in as much detail as possible. Include the text of any error messages. Describe what you do before the problem happens. Does the problem happen every time or only sometimes?
17	Send your message