Known issues

If you are experiencing any technical problems, please check that your issue is not on the following list. If you are encountering a different issue from those listed below, please let us know by submitting an online service problem.

In November 2017 we launched our new-look catalogue in beta (early) release. Issues for the new-look catalogue are listed at the bottom of the page.

Current catalogue

Sign in – family names containing punctuation

If your name contains an apostrophe, space or hyphen and you find you can't sign in, try leaving out the apostrophe, space or hyphen. If that doesn't work, please contact us.

Search results – availability status

The availability of your search item will not display if JavaScript is turned off.

Search results – browser caching

To navigate between different pages of search results, use the 'next' and 'previous' links on your search results page, or the 'back to results list' link on your search item page. Refresh your browser to ensure you are viewing up-to-date information. Using the 'back' button on your browser can cause incorrect locations or availability to display.

Printing – items with thumbnail images

Click on the Details tab and from the 'Send to' menu, choose 'Print'. This will print the item's full details with the thumbnail included.

Email – links to catalogue records

When you email a record to yourself or someone else, the author and subject links in the emails may not go to the Library catalogue records (depending on your email client). To go to the catalogue record, click on the item's title instead.

Email – no thumbnail image on detailed record view

When you email a record to yourself or someone else, the email will contain the full details about the item, but not the thumbnail image. The 'Link to online item' contains the direct link to the full image view.

My account – Requests & checked out items

Sometimes the full list of your requests or checked out items does not display. Click on the Title heading or refresh your browser to ensure you are viewing the complete list.

Requests 'for today’ & 'for another day’

Online requests fail if JavaScript is turned off. Contact us if you need assistance requesting items.

Locations tab fails to load

The Locations tab fails to load for some serial and newspaper records of which we have large holdings (for example, The Age). Try refreshing the page, or contact us for assistance.

Articles search – 'order a copy' option unavailable

The Library's 'order a copy' option is not offered in the Details tab of article searches. If a full-text version is not available online, contact us for assistance to locate a copy.

Viewing items with multiple sections on iPads

If you are using an iPad to view digitised items that have more than one chapter or section, only the first page of each chapter will display. You can view the other pages by accessing the item on a different kind of device.

New-look catalogue

Known issues with our new-look catalogue in its beta (early) release are listed below. 

Browser compatibility – Internet Explorer

To have the best experience with the new-look catalogue, we recommend that you use a browser other than Internet Explorer. We recommend recent versions of Google Chrome, Firefox, Safari or Microsoft Edge for desktop computers.

Sign in – cookies

Cookies must be enabled in your browser. If you can’t sign in to your account, please check that cookies are turned on.

Printing & emailing records – items with thumbnail images

Please note that when you email or print a record, the record will contain the full details of the item but not the thumbnail image.

Ordering items – requests for another day

When requesting an item from onsite storage for another day, the request form defaults to one month from today’s date. Please select your preferred delivery date using the drop-down calendar.

Favourites & labels

Catalogue records saved to ‘My items’ in your current Library account will appear under ‘My favourites’ in the new-look catalogue. If the records were sorted into folders, a label will be applied based on the folder name.

However, applying labels to items in the new-look catalogue won’t result in those records being sorted into associated folders in the current catalogue. Applying more than one label to records will result in those records appearing multiple times in ‘My items’ in the current catalogue.

Saved searches

Searches saved in the current catalogue will not appear in ‘My saved searches’ in the new-look catalogue.

Searches saved in the new-look catalogue will appear in the current catalogue under the ‘Saved searches & email alerts’ list, under the Search name of ‘General’. If you run this search, the new-look catalogue will open by default.


During the beta (early) phase of the new-look catalogue, comments cannot be added or modified immediately to our collection records. If you wish to add or edit any comments, please do so in the current catalogue. Your new or amended comments will appear in the new-look catalogue within a few days.

Articles search – citation trail

In the current catalogue, conducting an Articles search may yield results including Citations and Cited by links. Selecting these links allows you to discover related articles that are either included in the citations of the original article, or in which the original article is cited. During the beta phase of the new-look catalogue, this functionality will not be available. If you wish to discover related articles using citation trails, please use the current catalogue.

Order a copy

If you wish to use our Direct Delivery  service to order a copy of material from the collection, please do so in the current catalogue. Learn more about ordering copies of collection items.