Q: I can't access the site

Have you sent in your license agreement (for institutions)?

Until we receive your signed license agreement and any changes that you have made are approved, we cannot give you access to the site. For ordering and licensing information please contact us:

Americas
OUP Customer Support
onlinesubscriptions@oup-usa.org

UK and Rest of World
onlineproducts@oup.com
We may have different registration details in our database:

If we have the wrong IP address or username/password in our database you will not be able to access the site. Please submit our online customer help form with details of your login method.

Error messages:

When logging on to the site, are you receiving any error messages such as:

"Server is down or is not responding" - Occasionally, our server becomes overloaded due to heavy traffic and you will receive this message. This is only temporary - the site is usually back in service within an hour or so.

"If you have forgotten your password, please contact Grove Technical Support at grovesupport@romnet.com" - You will receive this message when you have entered your username or password incorrectly or your account has expired.

Is there any reason your account might be on hold?

In rare instances, we will put an account on hold if we have not received payment after a certain period of time or if the customer has requested to suspend service to a later date. Please submit our online customer help form with details of your problem.

You must configure your browser to accept cookies:

The site uses session cookies to allow continued access during one session. If your browser is not configured to accept cookies, you will be bounced back to the username/password page. To configure your browser to accept cookies, see below;

In Netscape: Go to Edit > Preferences > Advanced > check "accept all cookies"
In Internet Explorer: Go to View > Internet Options > Advanced > check "always accept cookies"

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  Q: After I enter my username/password and click on "Log In" and then try to search or use the index, I'm being bounced back to a blank log-in screen

If you are getting pages repeating themselves when you have requested a new one, you will need to alter your cache settings:

In Netscape: Go to Edit > Preferences > Advanced > Cache, and choose "every time".
In Internet Explorer: Go to View > Internet Options > General > Settings, and under "check for newer versions of stored pages" check "every visit to the page".

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  Q: I'm being asked to enter a username and password but I'm supposed to be on an IP connection

IP address:

If we do not have the correct IP address entered into our database, you will not be allowed into the site and will be prompted to enter a username and password. Please submit our online customer help form with details of your problem.

Firewalls:

If you are using any firewalls, you may not be allowed access. Usually, if this is the case, we can simply enter the IP address of the firewall into our database and you will be allowed access. Please submit our online customer help form with details of your problem.

Proxy servers:

Is your proxy server number registered in our database? You will first need to find out from your IT department the correct IP address of the proxy server that is serving your terminal, then inform us through our online customer help form.

Remote Users

Remote users may need to enter a password to access the site, even if they are on an IP connection through their institution. Please contact your institution for more details.

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  Q:I've purchased an individual subscription, but I haven't received my password

If you entered your email address incorrectly into the registration form, your email notification was probably returned to us undelivered.

For online subscriptions: Please submit our online customer help form detailing your problem. We will get back to you with your access control details.

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Q: I can't remember my username/password

Please submit our online customer help form detailing your problem. We will get back to you with your access control details.

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  Q: My institution has a subscription to your online dictionary. How can I access from home?

It is possible to have remote access to an institution's subscription, through either a referrer page on the institution's site, or username/password access with user verification. We suggest that you contact the head of reference at your library for more details.

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  Q: I don't want to have to enter my username and password every time I log on.

We now offer permanent cookies. Simply check the "remember my password" option when you first log on and a permanent cookie will be placed on your browser. This will be used for the duration of your subscription to authorise your usage without you having to enter your username/password. To find out how to configure your browser to accept cookies, see above.

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Q:  Can I get usage statistics for my library?

A. Access systems are currently being developed to allow subscribers to view statistics online and we hope to have this available in Autumn 2003. Until then, you can request statistics for your institution by sending an email to us at statistics@groveart.com and include the name and address of your institution.