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FAQ about Interlibrary Loans (ILL) & Article Delivery

Troubleshooting

Questions:


Answers:
I cannot login to Colombo - What do I do?

The following are some circumstances which may cause you to be barred from access to Colombo:

  • You may be trying to login from the wrong webpage. Access is from the "Log into Colombo" button on the Service's homepage.
  • You have outstanding fines.
  • Your library record is expired.
  • You have not returned by the due date an item you borrowed via interlibrary loans.
  • You do not have an email address in your My Library Account.
  • You have not enabled cookies in your Internet browser (ex: Internet Explorer, Chrome, Firefox, Safari). Cookies must be enabled for the authentication to function.
  • You are a new student, faculty or staff. Insure you have a Concordia University ID card, and that the barcode number from the card appears in your library record.
  • You are not a Concordia University faculty, student or staff.

Please contact the Circulation Desk at Vanier or Webster Libraries for help resolving any issues with your library record.

Why am I seeing the message "Some fields were not supplied or were invalid" when I try to submit my request?

You did not fill out all required elements of the form or you may have manually entered a date in the "Not needed after" field - note that you must use the calendar in COLOMBO to fill in the date.

I searched for my item using the advanced search in Colombo, but didn't find it, why?

COLOMBO only searches a certain number of libraries - staff in Interlibrary Loans have access to many more library catalogues where they can search for your item. If you can't find your item in COLOMBO, use the Create Request button (on the left-hand menu in COLOMBO, see below):


creat request

This opens a blank request form that you can fill in and submit.

For journal article requests - be aware that individual journal articles are not indexed in COLOMBO, so you can't use it to find an article. Instead search for the title of the journal in quotes (ex: "ASHRAE Journal"), and if you find it, click the "Get It!" button. Be sure to fill in the information about that particular article (in the "Part Details" section of the form). Or you can use the Create Request button.

Just because you don't find something in COLOMBO doesn't mean that the ILL office can't get it for you. Use the "Create Request" button to fill out a blank form and we will do our best to locate your requested item.

I'm getting a "Timeout" error message, what do I do?

The most common technical problem encountered when using COLOMBO from your home computer is a "Timeout error message":

timeout error

This error message seems to be related to your browser's Cookies and/or privacy settings. To solve the problem, please try one or both of the following:

  1. Clear out your web browser's temporary internet file and cookie file
    • In Internet Explorer, from the Tools menu, choose Internet Options. Click both the "Delete Cookies" and "Delete Files" buttons.
    • If you use a different browser, please consult its documentation or Help files on how to clear cookies and cache.
  2. Temporarily lower your browser's privacy settings*
    • In Internet Explorer, from the "Tools" menu, choose "Internet Options". Click on the "Privacy" tab, and put the setting to "low".
  3. After completing the steps in #1 and 2, above, close any browser windows that are open.
  4. Open a fresh web browser window and go to the COLOMBO sign-in page
  5. Sign in with your library barcode and PIN and begin a new search.

*Note: you can return your internet browser's privacy settings back to the previous level after you have submitted your COLOMBO request.

If you are still experiencing problems after this process, please contact the ILL Office.


page last updated on: Thursday 14 September 2017
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