Where do you need help?

1. Can you not log in?
   
   Via Institution (IP)
   
   • make sure you are within the subscribing Institution’s IP either onsite or through a VPN client.
   • If you are a network admin or technical contact at the institution, are you using EZProxy? If so, have you implemented our recommended config? Do you have any other authentication process that is not straight IP?
   Via login/password
   
   • request a password reminder
   
   
2. Can you not download and run 3D Via Player or are you getting a 64-bit incompatibility error?
   
   Here’s the link to 3D Via’s troubleshooting:
   http://www.3dvia.com/products/3dvia-player/troubleshooting/
   
   
3. Can you not get past a screen prompting you to select New or Experienced user?
   
   
   • double click your selection
   • If that doesn’t work, restart the computer and try again.
   
   
4. Still not working?
   
   Please email a screenshot(s) [PrtScn on PC and paste into email; Apple key + Shift + 3 on Mac to create a pic on your desktop to drag into email] of where things seem to stop working to:
   
   interactelsevier.help@elsevier.com
   

   In the email, please include:

   • Computer platform (Mac or PC?)
   • Operating Systems that you have attempted during download
   • Operating System version
   • username (if that is how you login) or name of Institution and the link from which you access the software (if you know that your institution has EZProxy or another type of IP authentication process, please note that as well)
   
   

   You may also call the Elsevier IT Help Desk:
   1 (800) 401-9962