Q. Can't Sign in, seeing an error message when trying to sign in, OR locked out of Library account
If you are trying to sign in and you see this error message ⤋
Or you were sure you had the right password, and you see this error message ⤋
Before you sign in again, check to make sure you are using the identical username (NOT email or Lewis ID number) and password you use to sign in to MyLewis.
WHY do I have to sign in again? I used MyLewis!
MyLewis does not sign into the Library for you as it does for Blackboard. It only takes you to the library webpage because you don't need to sign in to browse the Library collection. You only need to sign in to access the articles in the subscription databases, and to access the other features of Primo.
- If you have never used the Library resources before, then the password manager won't have anything saved and it will just expect you to manually type in the username and password.
- If your username and password are saved by a password manager, whether in your browser (e.g., Google, Safari, Firefox, DuckDuckGo, Bing) or another password manager (such as LifeLock), and you had to change your password in Okta (through MyLewis) since you last used the Library, the password manager will not update the password for the Library when it updates the password for MyLewis because they are treated as two separate websites by password managers.
- In other words, when your password for MyLewis changed (since the last time you used the Library), and the updated password was saved for MyLewis, the password held by the browser's password manager for the Library will still be the same password used the last time you signed in to the Library.
Great, so how do we recommend fixing that problem?
- Open your saved passwords and go to the password for MyLewis.
- Then, copy and paste the password for MyLewis into the password field for the Library.
- Using your username and not an email address or Lewis ID number should fix the problem.
- Then your password manager should pick up that there is a new password used for the Library and save it for you (until the next time you have to change it).
Still stuck? Contact us - we will assist you.