Connect to Resources: Tips, Troubleshooting & Issues

Known Issues

• 10/01/2023: ZScaler Resource Access Issues - Status: ONGOING

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.