FAQ: Quick Answers
Common Types of Technical Assistance
Are you having trouble accessing Library databases or services?
Here are the most common solutions for resolving issues with Library access. Customer Care can also assist.
- Clear your web browser cache and cookies, and restart your browser.
- Enable cookies in your web browser. Many databases use cookies to operate properly.
- Access the databases in a different browser. Common alternate browsers include:
- Add the library's trusted sites to the web browser/security software. These sites are:
- https://academicguides.waldenu.edu/library
- https://ezp.waldenulibrary.org
- Lower the security settings on your web browser, security software and firewall.
- Disable any pop-up blocker software or add the above trusted sites to your pop-up blocker's list of allowed sites. Some databases require pop-ups to work correctly.
- Disable any firewall or antivirus software before you log into the database. You may re-enable this software after you successfully log into the database.
Are you accessing the databases from work?
Most employers have stringent internet security restrictions which often block database access. Contact the system administrator or IT department at your workplace to request that they open port 8080 in the workplace firewall. Be aware that many employers will not allow this and you may need to access the databases in a different location.
Are you accessing the databases from a US military base or other US government institution overseas?
Please contact Ask a Librarian for further help.
Interested in a quick Internet basics refresher?
Check out our Internet Basics guide for a brief rundown of fundamental aspects of using the Internet.
Need help with accessing e-books?
Check out our E-book Download and Checkout Help guide.
You can download chapters and entire e-books from:
With the help of Adobe Digital Editions, you can read them on your computer or transfer them to a Nook, iPad, or Sony Reader (Kindles are incompatible).
NOTE: The number of pages available for download per session may vary from book to book.
To access and view content in many Library databases, certain features and security settings are required in your web browser. Additionally, if you are experiencing difficulty accessing database content, data saved in your web browser may need to be cleared.
Walden University recommends that students use Google Chrome (preferred) or Mozilla Firefox as their primary browser.
Customer Care provides information on how to use and adjust these settings for supported web browsers.
Why do I need to clear my browser cache and cookies?
Clearing the cache and cookies in a web browser can help resolve issues with a database by deleting saved data in the browser that is no longer needed. It can also help improve website load times if the cache is large.
Learn how to clear Cache and Cookies
What are cookies?
Websites and many library databases use cookies to personalize content and remember information about your current session, including search queries, filters, and history, and other preferences. Cookies are stored in your browser until they expire or are deleted.
Why do I need to enable cookies?
Many of our databases require cookies to function properly. We strongly recommend that you enable cookies while using the Library's databases.
What is Javascript?
JavaScript is a popular scripting language supported by all major browsers. It allows web content to have interactive elements, such as drop down menus and web forms.
Why do I need to enable Javascript?
Some of our databases require Javascript to function properly. We strongly recommend that you enable Javascript while using the Library's databases.
Why do I need to adjust browser security settings and disable pop-up blockers?
If the security level in your web browser is strict, some Library databases and pop-up windows may be blocked by the browser. Security levels in the browser can be lowered to allow databases to fully function. Alternatively, to maintain a high level of security, databases can be added as a Trusted Site or Exception to the browser.
How to update Security Settings & Pop-up BlockersLooking for additional database technical help? Try our Database Errors guide for more troubleshooting.
To sign in to the Library, use the same user name and password that you use to log in to your myWalden student portal.
Your user name is your Walden e-mail address, typically firstname.lastname@waldenu.edu (i.e. jane.doe@waldenu.edu).
If you cannot sign in using your myWalden student portal user name and password, please follow these steps:
- Verify that you are entering the correct user name and password. Note that your e-mail address ends in @waldenu.edu not @walden.edu or @waldenu.edu.com
- Use the password recovery feature by selecting the I NEED HELP LOGGING IN button on the login page.
Please note: The Library does not have access or control student sign in information. If a sign in issue persists please reach out to Customer Care.
Most PDF issues can be fixed by downloading and installing the latest version of Adobe Reader. Even if you have the latest version, you may find that reinstalling Adobe Reader will fix the issue.
Mac users should view the PDF in Safari instead of Firefox.
Didn't find what you are looking for? Visit our PDF Help guide for more troubleshooting.
Citrix’s GoToWebinar support web site
GoToWebinar phone support:
- Toll-free: 800 263 6317
- Direct Dial: +1 805 617 7000
There are a few reasons why you may not be able to connect to the webinar. Below are a few troubleshooting suggestions.
Your firewall software (like Norton Personal Firewall or the Mac OS native firewall) may be blocking GoToWebinar.
Check your firewall's user manual or contact your firewall's tech support for specific instructions to unblock GoToWebinar. GoToWebinar uses an internet setting called ports, which may be blocked by your wireless network or internet service provider. If any of these ports are blocked, GoToWebinar will not be able to connect you to the session.
Make sure that port 80, port 443, and port 8200 are not blocked.
You may need to contact Customer Care or your internet service provider for help.It has also come to our attention that workplaces may block GoToWebinar links.
If you are using a work computer or connecting from your office, your company may have blocked the webinar.
You may want to check with your workplace IT staff and view the archived webinar at a later date.
Need more technical assistance?
The Walden Library will help troubleshoot issues with databases and other library resources.
Contact Ask a Librarian
When you contact the Library for troubleshooting help, please include the following information in your request.
- Copy and paste the exact error message from the database.
- Include the name of the database where the error occurs.
- Narrate the exact steps that you are taking to access your resources and where in the process the error message occurs. Include screenshots if you are able.
- Include your browser name (i.e. Internet Explorer, Firefox).
- Include your operating system name (i.e. Windows XP, Mac OSX).
Please note that the Library cannot help with general computer problems. Those questions are best directed to Customer Care:
- Charlotte, Walden's bot: Available on the bottom right of your myWalden portal by clicking the Owl icon.
- Chat: Available on the Help button in your myWalden portal.
- Hours: Technical Support is available 24 hours a day, 7 days a week [closed for most major holidays]
- Phone: 1-800-WALDENU [1-800-925-3368] option 2
- E-mail: support@mail.waldenu.edu