If you are unable to log in to some of the University sites or services there are a few steps you can follow to help pinpoint the issue. The first step is to check if you have set up your University login, especially if you are a new student. If you have set up your account and you are still having problems you can try resetting your password.
If you have already set your account up, then please follow the steps below, continue through each of the steps but if you encounter a problem during these steps then please send us a screenshot and details to let us know where you got to, you can email us at libraryhelp@northampton.ac.uk
As a quick note, please log in to these sites directly instead of via your NILE module links, or any other service at this point. Use a computer or laptop rather than a mobile phone or pad, and if possible use Chrome as your browser.
Step one
A good place to start is to clear your cache and cookies completely, as something may be causing a conflict. Web browsers often record little bits of information (cookies) to save time later and to help remember passwords, but sometimes they can get in the way. If you are unsure how to clear your cache and cookies you can find instructions for doing this for your web browser through our guide. This sounds like a simple step but can often resolve the issues you are having.
Step two
Visit the University user portal and try to login. If you cannot login at this point then you will need to reset your password, there is a forgotten password link on the page to allow you to do that. It will ask you your security challenge questions and then you can reset your password.
Step three
Once you can log in to your account on the University user portal then the next thing to do is open up a new tab and go to the University home page and click on the Student Hub link on the top right of the screen. You will need to use your University login at this point again. Please do not use any saved bookmarks to go straight to the Student Hub from the University home page. If this works, we can be assured that your password is okay. Keep the Student Hub open as you will be using it again shortly.
Step four
Once you have cleared the cache and cookies return to the Student Hub and click on the blue 'Library' tile, this will take you to the library home page:
The you can click on NELSON (orange box) and then in the top right click 'log in to NELSON' and use your University login.
Step five - or if you are having trouble at any step
There are lots of ways you can contact us, any time of the day or night. Details and screenshots of the error you are having are helpful to us. It's also great to know your name as it appears on your ID card and your student number or staff ID:
- email at libraryhelp@northampton.ac.uk
- our Chat service by clicking on the blue speech bubble at the bottom right of every page
- speaking with a member of library staff at the enquiry desk, located on the second floor of the Learning Hub during staffed hours
- ask us a question using our 'Submit a Question' form
- call us on 01604 89 3089