Research Guides: Frequently Asked Questions (FAQ): Why can't I log in?

Why can't I log in?

CCC provides off-campus access to library databases and eBooks for current students, faculty, and staff only. When accessing an online resource from off-campus, access is authenticated via a proxy server. You will be asked to enter your myClackamas credentials to verify your current affiliation with the College.

Below are explanations of the errors you might encounter when logging in to your library accounts or to CCC Library’s articles and databases.

How do I log in?
Log in using your myClackamas username and password (lastname.firstname@student.clackamas.edu). You can do this from several places on CCC Library's website:
- When you open a database, you will be prompted to log in.
- From the CCC Library homepage, at the top right, using the "My Account" link.
- From the CCC Library catalog on any page using the "Sign in" link.
I'm locked out of my account because of secondary / dual authentication. What do I do?
Call the CCC IT department at 503-594-3500; they can reset your password over the phone. Have your eight-digit student ID number ready.
If you prefer in-person help, come to the Cougar Connect desk in the Dye Learning Center.
Why can't I log in? My username and password don't work.
Are you able to log into both myClackamas AND Moodle with the same username and password?
- If no, reset your password, wait 30 minutes, and try again.
- If yes, identify the problem and a solution below.
- I am unable to log into a library database (e.g., EBSCO).
  - You generally won't have an account for each individual database. Your CCC Library account is what grants you access to database materials.
  - Follow the steps under "Can't access CCC databases or articles?" below to make sure you are accessing the database from the right place.
- I am unable to log into the CCC Library Catalog.
  - For your username, make sure you’re using your entire CCC student email (including the @student.clackamas.edu) and myClackamas password.
  - Double check that CAPS lock is on
  - Double check your spelling.
  - For help, contact CCC Library’s IT specialist Mark Kremkow (mark.kremkow@clackamas.edu, 503-594-6152).
- A link in Moodle is not working.
  - Try searching for the title of the article/book in CCC Library’s Catalog. Please let your instructor know that the link does not work.
  - For help, contact a librarian or your instructor.
Why can't I log in? Clicking on a library link isn't working; link is broken.
Students: Contact a librarian through 24/7 Ask a Librarian chat and ask for help getting the resource.
If the link is in your Moodle class, please let your instructor know that the link is broken. If the link is on CCC Library's website, please email reference@clackamas.edu and let us know.
Faculty: In Moodle, use permalinks when linking to articles.
Error message says: "Enter your user ID in the format “domain\user” or “user@domain”.
You may be entering the wrong login credentials. Log in using your full Clackamas email address as your username, and your myClackamas password. (Example: doe.jane@student.clackamas.edu).
Error message says: “Oops! It looks like you have attempted to view a page that has not been configured for access.”
This error occurs when you try to go to a website that either is a new resource or isn't known to our Proxy service. Please contact CCC Library’s IT specialist Mark Kremkow (mark.kremkow@clackamas.edu, 503-594-6152) and we’ll get it resolved as soon as possible.
Error message says: “This site can’t be reached sts.clackamas.edu took too long to respond.”
This error is likely a computer, network, or browser issue. Solutions:
- Try another browser (e.g., Firefox, Chrome).
- Reset your wifi connection (if applicable).
- Restart your computer/device.
- Try another computer/device.
Can't access CCC databases or articles?
Verify that you are in the right place: All databases must be accessed through links on CCC Library's website.
- Make sure you are logged in to the CCC Library site before opening database materials.
- If you are certain that you are in the right place and logged in, try these steps:
  - Try a different browser (e.g., Firefox, Chrome).
  - Disable security temporarily.
  - Delete cookies.
  - Delete temporary files.
  - Restart your browser.
  - Restart your computer.
- If you are logged in to the CCC library catalog and cannot open a resource through the green "Full text available" or "Online access" links, the link may be broken. Select the "Submit report" button to let CCC Library know.