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[Help] Technical Issues

If you're having trouble with Primo links, PDFs that won't open, databases that dead-end, etc.

Solving Database Issues

We are sorry you are having trouble. We hope this will help:

1.  First, if you haven’t already, sign in through the library at Primo. Signing in solves most problems.

2.   Please verify that you are using the following login information:

    a.  MyRegent ID – seven letters before

    b.  Password – same as for portal and Blackboard

    c.  Check that autofill is not on and adding an incorrect password when you attempt your login.

3.  Also, try clearing your computer’s cache/cookies/browsing history. Depending on your browser, this is a simple way of attempting to clear up any issues that your account is having. Clearing your cache and cookies, specifically, may be particularly helpful if you are working on a laptop. 

For a tutorial for how to clean your browsing data, please use these links:


4.  You may need to switch your browser to Chrome, Safari or Firefox, which are the most recommended browsers.

5.  If you get an error message that tells you your “login is not unique,” call the number below, and the Resource Desk can fix your account quickly.

6.  Lastly, if the above does not work, we recommend you change your password. Remember that this change will affect all Regent log-ins, including the MyRegent Portal, Blackboard, etc.

Please let us know if you have any further questions! You can contact us at 757-352-4150.

Steps for Opening a Link to an Article or the Full Text of an Article

Follow these steps if you cannot open a link to an article or you can't open the "full text" of the article:

1. Try Steps 1-4 of Solving Database Issues.

2. Make sure the computer you are using does not have a firewall that would prevent your access. If you're on a work computer or in a public library, your access may be restricted on your computer.

3. Check the Journal Search or Citation Linker tabs in Primo to make sure the Regent University Library has access to the full text of the article. Not all articles that show up in a database search are available in full text through the Library. If Regent does not have access to the article, you can request it through Interlibrary Loan.

4. If you continue to have trouble, contact the Library with the citation for the article(s) you need. Also let us know if you have any other questions!