Troubleshooting steps

If you cannot access subscribed content on the MyLOFT Web App, follow these steps to resolve the issue.

1. Check your login and subscription
   • Make sure you are signed in with the account associated with your institution.
   • Verify that your institution’s subscription is active and that your account is entitled to the requested content. If you are unsure, contact your institution’s library or access administration.
2. Confirm the MyLOFT browser extension is installed and active
   • The MyLOFT browser extension is required to access content directly from publisher websites.
   • Open your browser’s extensions or add-ons menu and verify the MyLOFT extension is installed and enabled.
   • If the extension is not installed, add it from your browser’s extension store, then restart the browser and try again.
3. Try these additional checks
   • Clear your browser cache and cookies, then reload the page.
   • Try a different browser or open a private/incognito window to rule out cached data or extension conflicts.
   • Temporarily disable other browser extensions (for example, ad blockers or privacy tools) that might block the MyLOFT extension or publisher content.
4. Contact support if the problem persists
   • Reach out to your institution’s library or MyLOFT support through your institution’s help portal or IT support channels.
   • When contacting support, provide: your account name or email, your institution, the publisher site or title you are trying to access, a description of the problem, and any error messages or screenshots if available.

If you complete these steps and still cannot access your content, support staff can investigate entitlement and technical issues on your behalf.