Answer

Invalid username or password

This message appears if an incorrect username or password or both have been entered.

• Check that you are entering only your User ID in the username field (six letters/numbers).
• If you need to reset your password, you should do this by going to Selfcare.


"Forbidden. User locked out"

This message appears if an incorrect password has been entered multiple times. This is a standard security measure, and your account should unlock after 20 minutes. If you have forgotten your password, you can reset it by going to Selfcare.


"Forbidden. You are not entitled to access this resource"

This message appears if the appropriate permissions to access specific resources have not been assigned to your account. Before getting in touch, please ensure you have done the following:

• You have completed your enrollment onto a University of Sunderland course in full.
• You have reset your University password by going to Selfcare.

If you have completed the above and still cannot sign in, please contact us at library@sunderland.ac.uk so we can investigate further (please state the system or resource you are trying to access, your full name, user ID, and student registration number).


If you are signing in to Canvas and you see a "No user found" message

Library staff are unable to assist if you see this message, so please submit an enquiry to the Gateway via Compass with a screenshot of the error message. Someone from the Gateway will investigate for you.


Ensure you are using an up-to-date web browser

You will need to be using the latest version of either Microsoft Edge, Mozilla Firefox, Google Chrome, or Safari. Internet Explorer is not supported.

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