Here is a list of solutions to common problems you may face when trying to access an electronic Interlibrary Loan journal article or book chapter.
1. Are you online?
Online access to the Internet is required every time you open an Interlibrary Loan electronic document.
2. Have you registered for the British Library Online Service?
You will need to create an account the first time you try to access an electronic Interlibrary Loan. Please click the link in your Interlibrary Loan email. A browser window will open. Click the Register For On Demand button.
On the next page, go to the Don't have a British Library Online Account yet? box and click the Register button. You will now be able to set up an account.
Once you have created your account, please wait 10 minutes before trying to access your document.
3. Is the Interlibrary Loan document locked to your username?
Every time you receive an electronic Interlibrary Loan you will need to lock the document to your On Demand account. To do this, please follow the link in your Interlibrary Loan email. A browser window will open. Go to step 2 and enter your On Demand username/email address. Once you have entered a registered On Demand username or email address the web page will update to display that the document is locked to your username.
If you are unable to lock the document you should check the username/email details you have entered match those you used when you registered for a British Library Online account. To do this please click the Register For On Demand button. On the next page, select Forgotten Username to get an email reminder. If the system doesn’t recognise your email address, please register for a new British Library Online account (see step 2). If you are still unable to lock your document, please try accessing it on a different web browser or device. If none of these options work, you can contact the British Library directly and they will be happy to assist. Their email address is Customer-Services@bl.uk
4. Did you choose to open the document, rather than save it?
If you try to open a document directly from your web browser it may attempt to open it with the browsers built in PDF viewer. Please save the file and go to your downloads folder to open it.
5. Are you using Adobe Reader as your default PDF viewer?
Electronic Interlibrary Loans must be opened in version 10 of Adobe Reader or above. On a Windows PC you can change your default PDF viewer by going to your downloads windows (see step 4), right clicking the icon for your Interlibrary Loan document and selecting Properties from the bottom of the list of pop-up options. A Properties window will appear. Near the top of the window you will see the default program the document Opens With. This should say Adobe Acrobat Reader. If it does not, please click the Change… box.
Select Adobe Acrobat Reader from the list of programs that appear. If Adobe Acrobat Reader does not appear on this list, you may need to download the program. Adobe Acrobat Reader can be downloaded for free from https://get.adobe.com/uk/reader or from your device’s app store.
6. When I try to open my document my username/password aren’t recognised.
To get a username or password reminder, please follow the link in your Interlibrary Loan email and click the Register For On Demand button. On the next page, select Forgotten Username or Forgotten Password to receive an email reminder.