Ask Us! National University Library

RefWorks is an online research management tool that allows you to organize your resources and create reference lists.

Troubleshooting RefWorks

If you are experiencing an issue with RefWorks, or if you experience other errors, consider the following:

• Make sure that your browser pop-up or ad blockers are turned off. 
• Login to RefWorks using a different browser such as Internet Explorer, Google Chrome, or Mozilla Firefox. This can help with troubleshooting more effectively to see if the problem is localized to a browser setting, computer setting, or your access to RefWorks in general.
• Check your browser plugins/extensions as they may be interfering with RefWorks functionality. Consider disabling all browser plugins and if RefWorks works with all plugins disabled, then you can go back and enable a couple at a time until it stops working again - this way you can deduce which plugin is causing the issue.
• If your access to RefWorks works in a different browser but not in Google Chrome, are you signed into your browser using a Google account? Try signing out of your Google account, relaunching the browser, and trying to log in to RefWorks.
• Are you on a computer that uses a VPN connection? There are know issues with RefWorks functionality when connected through a VPN. Try disconnecting from VPN and accessing RefWorks to see if the problem resolves. 

RefWorks On Demand Support Service

For further assistance with troubleshooting RefWorks, you can register for a RefWorks On Demand appointment. The one-on-one meeting will allow you to connect with a Library staff member via Zoom conferencing software to provide you with basic troubleshooting and instruction. Appointment times are available daily, and you can register for a session by clicking here. NOTE: Some issues may require escalation to the ProQuest RefWorks Support team if a resolution cannot be identified during your session.

For more information about RefWorks, visit the RefWorks LibGuide.