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SMU Libraries

eAccess Troubleshooting Guide: Current eAccess Issues

A guide to provide some tips and tricks to handle the common eAccess issues encountered.


This section includes work-arounds on current/existing issues relating to databases.

Database What users will see / experience Reason / Work-around (if any)
Capital IQ

Firefox browser users will be prompted to enter ID and password after clicking on to the link from A-Z Database.

Please use Chrome or Microsoft Edge will solve this problem.

If Firefox is still preferred, you need to do the following setting in Firefox browser. From Setting, go to 1) Privacy & Security. Under "Cookies and Site Data", 2) click "Manage Exceptions..."

3) Type in into the box and 4) click "Allow".

Repeat step 3 and 4 with

5) Once done, click "Save Changes" will do.


Users are unable to download PDF. This error message "This document could not be downloaded. Check with publisher(s) or try your link resolver" will appear.

Scopus support team said that this is a known issue and it might take time to resolve the problem. Please use the following methods as interim solution:

1) Click "Check publisher site" and then download from the following page:


2) Click "Download PDF" if you have Libkey installed, or "View PDF" right at the bottom and then save it as PDF file (refer to green arrows):


When users try to download report from REALIS, users may see the following error message after 1 min:


This is a known issue which URA Support Team has acknowledged. The work-around as suggested by vendor is to reduce the number of result to =< 5000 rows. When the download option is restricted to "1 to 10,000", advise user to search the result again and shorten the date range until the result is smaller.

Vault Career Insider

Users are being redirected to this web site known as FirstHand.

"Vault Career Insider" has migrated to a new platform called "Firsthand". Old platform no longer available. In order to access to the new platform, users need to register a new account using SMU email address. Non SMU email address will be removed.

1. Click onto "Get Started"

2. Click "No account yet? Register now."

3. Enter your SMU email address in the box provided and hit "Sign Up"

4. Follow the rest of the steps as indicated on the web page will do.

The use of electronic resources must comply with the Appropriate Use of Electronic Resources Policy and Singapore Management University Acceptable Use Policy