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Connect to Resources: Tips, Troubleshooting & Issues
Related Info & Tools
- OpenAthens FAQsRead the most asked OpenAthens questions.
- VPN and Two-factor Authentication HelpNeed help with VPN and 2FA? Start here!
- Library CatalogSearch for books, articles, databases and more.
- Finding Full Text ArticlesLearn how to search and find articles from different platforms.
- Report an Access IssueHaving trouble accessing something? Let us know!
Alert: Access Issues
Known Issues
10/01/2023: ZScaler App Issues - Status: OPEN
What is happening?
Digital and Technology Partners recently implemented Zscaler Internet Access (ZIA), a cloud-based Web-proxy that provides secure web access to Mount Sinai-managed devices. As a result, users who have Mount Sinai-managed Windows workstations, laptops, and kiosks, may have trouble accessing library resources through certain websites.
When Zscaler is enabled on a Mount Sinai-managed device, online articles, books, and databases that are accessed directly through publisher websites or publisher links in PubMed will not recognize the the library's subscription automatically and users will not be able to view the full-text or will be prompted to pay for access to the item.
We recommend using one of these options to access library resources:
- Log in using the Library Resource Login https://eresources.mssm.edu/login. Once logged in, you can visit publisher websites, PubMed, or the library catalog to search for and retrieve materials.
- Use the A-Z Database page https://libguides.mssm.edu/az.php to access select databases.
- Search the library catalog: https://icahn.mssm.edu/librarydiscovery. When you click to access the item, you will be prompted to log in using your Mount Sinai network credentials. You will then be able to access this resource and other library materials
Tips & Tricks
If you are using a personal workstation or laptop you have the option of installing the Levy Library Bookmarklet, or LibKey Nomad. These extensions allow you to authenticate to resources without visiting the Levy Library website or catalog directly. To learn more visit our page on installing the Levy Resources Bookmarklet, or LibKey Nomad browser extension.
To access PubMed, use this link: http://eresources.mssm.edu/login?url=http://www.ncbi.nlm.nih.gov/sites/entrez?holding=mssmlib&otool=mssmlib
If you have any questions, concerns, or feedback regarding library access, please use the Provide General Feedback option, on the Levy Library Feedback Form https://mountsinai.formstack.com/forms/levylibrary_feedback.
Troubleshooting Remote Access Issues
If you're having trouble access resources remotely, here are some steps we suggest to try to resolve the issue:
- Clear your cache/saved data. The data that is saved sometimes prevents users from logging in to library resources so this often helps resolve the problem. Read How to Clear Cache in Every Major Browser for instructions.
- Use a different browser. If you are unable to log in with Internet Explorer, you may want to try logging into library resources using Google Chrome, Mozilla Firefox, or Safari.
- Log out of your session by closing the web browser window. This will end any previous sessions and you can sign in again in a new browser.
- If none of these solutions work, please contact us via Ask A Librarian and we can help you troubleshoot.
Need Additional Help?
- Check out our most asked questions about resource access and Open Athens
- Want to chat about OpenAthens? Contact us at refdesk@mssm.edu
- Having issues accessing a resource? Report an access issue
Email or Password Issues?
- For Mount Sinai email, username, and password issues contact the IT Help Desk:
- The Icahn School of Medicine at Mount Sinai: 212-241-7091 or ASCIT@mssm.edu
- The Mount Sinai Hospital and Mount Sinai Queens: 212-241-4357
- Mount Sinai Beth Israel, Mount Sinai Brooklyn, Mount Sinai Morningside and Mount Sinai West: 212-523-6486
- To reset your password, use the Mount Sinai Microsoft Password Manager*. *Note: you must have challenge questions set up to use the self-serve online password manager.