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I can't access a resource - what might be wrong?

Here is a list of suggestions to troubleshoot any difficulties you might have accessing a resource via Discovery.

What type of resource are you trying to access?                 

Not all resources on Discovery can be accessed online. Some resources will be records from the CII's library catalogue in hardcopy format. Such records look like the below image. Note the location indicates the item is held in "London/Library". 

Book Record

All resources that are available online through Discovery will be clearly marked as such in the search results. Please see the guide on How to recognise different resources  on Discovery.

Is someone else accessing the resource?

For some online resources, we only have a one-seat user login (that is, only one person can access that resource at a time.) If you encounter a message saying that someone else is using the resource, please try to access it a little later.

If an ebook is checked out is there any way for me to check when it will be returned?

This will depend on the number of users who are in the hold queue and when they placed the hold. We have check-outs set for up either 7 days or 28 days depending on the title (this is due to licensing agreements with the publisher) and holds are kept for two days, so it could be 7 / 28 days before one user is done with it. You can check the number of users that are in the hold queue in the message shown above. When no other users are in the hold queue in front of you would be notified, and  would  have two days to sign in and download the title.

I've tried downloading an ebook only to receive a non-descript error message. Upon closer inspection of the detailed record I see that 0 copies are available. Is this normal notification behaviour when there are no copies available? 

No, when a book is in use you should receive a notification like the one shown in the image below. 

If a record shows "0 copies available", please contact as this will most likely be a setting problem.

This Ebook Is In Use

How can I reserve an ebook that is currently checked out?

You can reserve a book by clicking on the "place hold" link that appears in the notification message (see image above). You will be notified when the book becomes available. 

I am trying to download an eBook to Digital Editions but get an error message.

If when trying to download an eBook to Digital Editions you receive the following error message, E_AUTH_BAD_DEVICE_KEY_OR_PKCS12, the solution would be to completely remove any authorisation using ctrl-shift-D to Adobe Digital Editions (cmd-shift-D if on Mac). Then restart Digital Editions, and reauthorize with your Adobe ID.


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