Many common problems can be identified and solved using our Database FAQ & Troubleshooter.
If you don't see your problem listed here or if you still can't resolve it, of course
you can always contact us. Also check Database News & Notes for details on individual database or system wide problems.
Help us help you by including us a much detail as possible: which database(s) you tried, what type
of computer you're using (PC or Mac, mobile device, etc.), browser type (IE, Firefox,
Chrome, Safari), the text of any error messages you've received (reading to us on
the phone, or copying and pasting the text and /or sending a screenshot is especially
helpful), etc.
Always access databases from our database pages rather than searching Google for the URL, which may give you outdated or other non-working
links!
If your FIT account isn't working and you need to access similar databases right
away, try Online Resources for Non-FIT Students.
- Why can't I get into the databases?
- I logged in with my user name and password , but I'm still not able to get all the way into the database I want now what?
- I tried to create an account at the Database I want, but it still doesn't work--why not?
- I'm still stuck, what can I do?
| Question/Problem | Possible Explanation | How To Resolve It |
| 1) WHY CAN'T I GET INTO THE DATABASES? | You're not a current FIT student or employee | You must be a currently registered FIT student or current employee to use FIT databases
remotely. Alumni do not have access. Try Online Resources for Non-FIT students. |
| You left FIT / graduated / skipped a semester or more, and have come back (full- or
part-time). When you are not taking classes, you lose your access privileges to Library databases (due to contractual agreements with the database publishers). When you return, you may be in the FIT system as both "current student" and "alumni." |
Check to see if you can get into other sources that require FIT login, such as Blackboard, MyFIT, or campus computers. If those are okay but you just can't get into the databases, contact IT for FIT and let them know that you are a returning student. | |
| You don't know your username and/or password. | To access our databases, use the same username and password that you use for MyFIT, Blackboard, FIT email, and for logging on to campus computers. If you changed your password from the default (birthday) password, use the new one. | |
| You forgot your password or it expired. | See IT for FIT for information on resetting or retrieving your password. | |
| Entering your email address (firstname_lastname@fitnyc.edu) instead of your user name (firstname_lastname) | When you're asked for a user name and password on any FIT site (any website with a fitnyc.edu OR fitsuny.edu address)--including in a popup window--just enter your user name (firstname_lastname); don't add @fitnyc.edu. | |
| Pop-ups are blocked. | All databases require login with an FIT username and password; often the login screen is a pop-up window. If so, disable any pop-up blockers for this site. | |
| You are using a computer that has a firewall or anti-virus software on it (e.g. a computer at work or in a public place, your own computer where you can change settings). | The problem may be the security settings on your computer, a firewall, or virus-blocking
software. This is a common problem when using a computer at work. We suggest that
you do not disable security settings on an office computer, but instead talk to your company's
IT department about a solution. Try checking whether your computer is blocking cookies
from FIT or from the specific databases you are trying to open. You may need to ask
about changing security settings to be able open the page(s). For help with these technical issues only, contact your workplace IT department (for computers at your work) OR IT for FIT if you're using your own computer. You may call: 212 217-HELP for students 212 217-TECH for employees |
|
| 2) I LOGGED IN WITH MY FIT USERNAME AND PASSWORD BUT I'M STILL NOT ABLE TO GET ALL THE WAY INTO THE DATABASE I WANT--NOW WHAT? | Some databases require extra log in steps, creating an account, and/or registering
at their site. You have to log in each time you use that site. These procedures change often, so even a database that you used before may not work the way it used to. |
Always access databases through the databases list, so you'll see the most up-to-date instructions. Also check Database News & Notes for any additional updates or tips. Sometimes you will need to create an account with a specific database (e.g. Stylesight,
Mintel) and then you have to follow exactly the instructions given on that site. |
| Some databases or sections of databases don't work well or at all in certain browsers. | Generally, Firefox and Safari work, but others like Chrome may not. Internet Explorer
may or may not work depending on the version you're using. Computers in the library
and other labs on campus campus are generally IE version 8 and are not compatible
with the FIT website in general. If you have a later version on your own computer
or device, it may work for you. If one doesn't work, try another. You may also need to update to a more recent version of a specific browser. Look at any compatibility notes or warnings posted on the databases pages, or on Database News & Notes. |
|
| You get an error message, even after using the same or similar ones before with no
problems. The browser "remembers" that you've used that database or another one from the same company and that somehow interferes with your access. |
Clear your browser cache/history/cookies. OR Try a different browser that hasn't been used with those databases recently. This is a known problem with several companies' databases that doesn't seem to be otherwise resolvable by the companies. | |
| 3) I TRIED TO CREATE AN ACCOUNT AT THE DATABASE I WANT, BUT IT STILL DOESN;T WORK--WHY?
|
You used the wrong email (non-FIT) OR tried a username rather than a full email address. | Use your FIT email address (not Gmail, etc.) to register. You can generally pick your
own password, which does not have to be the same as your FIT password. Remember that you have to change your FIT
password periodically so that if you use the same one initially when you register
at a database, you might get them mixed up later on. Occasionally the database will
assign you a password rather than let you choose. Sometimes you have to get a confirmation email to click through before you can continue. Also note if you are assigned a password or any other information you need to know to continue. Once registered with/in a database, it usually asks you to log in with your email. If that's the case, make sure you use the form of a full email address (firstname_lastname@fitnyc.edu) and not just the username (firstname_lastname) that you use to log into computers on campus, MyFIT, the general database access login, etc. This step generally appears after you have already to logged into the FIT network. |
| You have to get a confirmation email before you can continue. | Check your email (usually your FIT email, and including the spam folder) for the confirmation message, note any special instructions, and then click through to get into the database. | |
| 4) I'M STILL STUCK -- WHAT CAN I DO? |
There may be a temporary problem with a specific database or with the entire log in system. | If one database doesn't work, try a different one. If you're only having trouble with
one, its probably an issue on that site only. Wait a few minutes and try again. If several don't work, there may be a temporary network problem. Wait a few minutes and try again. |
| There may be another problem we haven't addressed here. | Let us know! We may be able to talk you through a solution. |