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Library Search guide: FAQ and troubleshoot

Help with using Search, the Library's discovery platform


Why do I get an error message when searching the Monash Library Catalog in EndNote?

The connection file has changed because of the upgrade to the library management system.

Please visit the EndNote Library guide to download and install the new connection file for EndNote.

Why are my log-in details not working properly?

Due to the system upgrade, log-in and password information might have changed for some users.

Please use the information in the For non-Monash staff or students section on this page to update your log-in details.

Can I transfer my e-shelf and saved searches to an alumni account after I graduate?

Unfortunately your Search account is linked to your Monash ID which will be deactivated after you graduate. You can apply for an alumni account with the Library but your e-shelf and saved searches from the previous account won't be carried over. However you can export your e-shelf to programs like EndNote using the 'Push to Endnote Desktop (RIS)' option.

Problem signing in?

User name displays as “Firstname Lastname” and none of the loans or e-shelf records appear?

If your user information in the Library system is incomplete, Search may use an alternative service to sign you in and will not give you access to your full record. Contact the Library if this occurs.

Unable to sign in to Search using your Monash account?

The Library has in the past experienced system wide failure of the connections between a number of our search and discovery applications, and the University's authentication system. If this problem reoccurs, try one of the following.

Check your account:

  • staff and student: Your Monash password
  • country: make sure that the information in this field matches the country of the Monash campus at which you are enrolled

For non-Monash staff or students

If you are unable to sign in, click Need help signing in? Click to show more to view additional help options:

Login screen with 'Need help signing in? Click to show more' option highlighted

Login screen with 'Need Help?' and 'Click here to reset password' options highlighted

  • Need Help? Takes you to this FAQ page. You might be able to resolve your issues by using the troubleshooting strategies in the sections below.
  • Click here to reset password. Enter your username or email address to receive a password reset link.

Screen that appears when the 'Click here to reset password' option is selected, containing Username and email fields as well as a 'Send' button

If you are still unable to login after following the above steps, please contact the Library.

Clear your browser cache regularly

Search has been written to take advantage of your browser's caching functionality, which usually, will speed up Search response times.

Browser caching works best if you carry out a few regular maintenance tasks on your computer. If you haven't cleaned your browser cache recently, or if you're working with a Windows operating system, and you haven't run the Windows Cleanup process recently, Search's caching of pages can cause performance issues.

To resolve these, clear your browser cache regularly:

How to flush DNS server

If you encounter an "Internal Server Error" while accessing Search you might need to clear your computer's DNS and browser cache. To do so, use the following steps

  • For Windows users:
    1. Click on the Start button in the bottom left hand corner.
    2. Select the run option
    3. When the run box opens, type in ipconfig /flushdns and press OK.
  • For Mac users
    1. in terminal, type dscacheutil -flushcache
    2. hit enter

It may also help your system's performance to clear your cache and cookies. If neither of these processes help and you are accessing Search from home, try to restart your modem and computer.