FAQ: Quick Answers
Common Types of Technical Assistance
Signing in to library resources now requires you to first identify whether you are a Walden student, Walden staff & faculty, or a student enrolled in the Walden School of Lifelong Learning.
Once a selection has been made, you will then be prompted to use your login credentials to access the library resource:
- Students will use their Walden email address and the password used to access the student portal and courses.
- Staff & faculty will use their Adtalem D number and password.
- Students enrolled in the Walden School of Lifelong Learning will use the credentials used to access their courses.
Trouble logging in?
Walden students who need help logging into library resources should click on the Can't access your account? link below the sign-in box.
Staff & faculty and students enrolled in the Walden School of Lifelong Learning having login issues should click on the Need help signing in? link located at the bottom of the sign-in box.
Please note: The Library does not have access to or control student, staff, or faculty sign-in information.
- For students: If a sign in issue persists please reach out to Customer Care.
Customer Care Contact Information
- For faculty & staff: If a sign in issue persists, please contact ServiceNow.
Need help with accessing ebooks?
Check out our Ebook 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.
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.
If you are having troubles using Zoom you can reach out to Zoom's technical support using the following link:
Zoom support website
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).