Search
Ask a Librarian | Site Index
Close

Ask A Librarian

Call the Reference Department

Telephone the Reference Department at 303-724-2109. Mon-Fri 8am - 6pm

Chat Online

Chat Online (no software required)

Email Your Question

Use this form to get a response within 24 hours, excluding Saturdays and holidays.

Consultations

Schedule a free research consultation in your office or in the library.

Request a professional literature search for a fee.

University of Colorado Denver, Anschutz Medical Campus
Health Sciences Library

Troubleshooting Email & Access Problems

Part of the Student Technical & Email Help Guide

I can't open my mailbox. What can I do?

  • Make sure you are at the correct web address: (http://webmail.uchsc.edu)
  • Check to see that you logging in correctly and using the correct e-mail address, username, and password. Refer to the Outlook Web Access Tutorial for instructions on how to log in and access your mail.
  • The password is case sensitive so make sure your "caps lock" key is not engaged.
  • Make sure you are connected to the Internet. You may be having a temporary problem with your Internet connection. Try disconnecting, shutting down your computer, and connecting again.
  • If your password has expired it will need to be set by email help personnel.
  • If you still cannot open your mailbox, call the email support line (303-724-2171) for assistance or email student.postmaster@uchsc.edu.

 

What can I do if I can't send and/or receive e-mail?

If you have trouble sending or receiving e-mail, follow these troubleshooting suggestions.

Sending mail

  • Double check the e-mail address.
  • Erase the e-mail address and type it again.
  • The recipient's e-mail server could be down. Try again later.

Receiving mail

  • Have the sender double-check the e-mail address.
  • Make sure your browser is setup to accept cookies.
  • Check to see if the text of the e-mail is contained in an attachment.

Opening Attachments

  • The UCHSC server will not accept executable program files as attachments. If you need to receive an executable program file, have it send to an alternate e-mail address (like Yahoo or Hot Mail).
  • Saving the attachment to your desktop and then opening it is an alternative to opening the attachment directly from a message.
  • Make sure you have the correct program needed to open the file. For example, a document created in Word Perfect needs to be opened in Word Perfect. Microsoft Word can open Word Perfect documents but it is tricky sometimes. Check with the sender to how the attachment was created.

 

I am having trouble accessing the library databases. What can I do?

Entering your library account information when asked allows the library to validate your affiliation with the campus to meet license requirements imposed by the vendors of our electronic resources.

You must be a paid faculty member, employee, or student of UCHSC or UCH to access restricted electronic resources remotely.

Troubleshooting steps

  • To enable the library validate your affiliation with the campus, your library circulation record must be current. Contact the Circulation Department at 303-724-2152 to update your record if you receive either of these messages:
    • "patron record has expired"
    • "patron not found"
  • Some databases require a user name and password. Use the link through IMPULSE, the library catalog, or call (303) 724-2109 for assistance.
  • Access to Ovid has changed. Use the link for Ovid without a Password or obtain a user name and password, go to the Ovid entry page for instructions.
  • Use the links from the library Web site. Make sure you are going to the databases from the links on the Health Sciences Library Web site rather than using an old bookmark on your browser.
  • If you need further assistance, call Student E-mail Support (303) 724-2171 or send an E-mail to student.postmaster@uchsc.edu.
  • Help is also available from the reference librarians at (303) 724-2109 or via the Ask-A-Librarian service.

 

 

I can't connect to UCHSC dial-up. What can I do?

  • Check your dial-up settings. If needed, you can recreate the dial-up connection following the instructions at Setting Up Your Dial-up Connection to UCHSC.
  • Check your physical connections. Is the computer modem connected to the phone line properly?
  • Disconnect any peripheral devices (such a answering machines or fax machines) between the modem and the phone jack. Try connecting again.
  • Clear the Browser's cache and temporary internet files.
  • Make sure your browser is configured to accept cookies.
  • Has your email password changed or expired? The dial up connection uses the same password.