Troubleshooting Access Issues on JoVE

If you're unable to view JoVE videos—or if you see a message like “A subscription is required”—this usually means that your access credentials or network identity (IP/SSO) are not being recognized properly. This can happen because of misconfigured IP ranges, glitches in Single Sign-On (SSO), or the fact that you’re inadvertently accessing the marketing site (Homepage ) instead of the application site (JoVE | Peer Reviewed Scientific Video Journal - Methods and Protocols ).

Common Causes

  • Not on an approved IP network — Your institution’s IP range might not have been whitelisted, or you’re accessing from a network outside campus (e.g. home, public Wi-Fi) without VPN/EZproxy.

  • Using the wrong site (marketing vs app) — The marketing site (Homepage ) is meant for general visitors. JoVE’s content requiring authentication is served via JoVE | Peer Reviewed Scientific Video Journal - Methods and Protocols .

  • SSO / IP configuration issues — If your institution’s SSO (via Shibboleth, SAML, or OpenAthens) or IP ranges are misconfigured, JoVE may not recognize your access.

  • Cached browser data or conflicting sessions — Old cookies or extensions may interfere with session recognition.

  • Intermediate redirect lag — The system might take a few seconds to detect your IP and redirect you to the correct site, especially after navigation.

Troubleshooting Steps

  1. Check Your Network Connection

    • On campus: Ensure you are connected to the official institution network (not guest Wi-Fi).

    • Off campus: Use your institution’s VPN or proxy/EZproxy to simulate campus IP access.

  2. Go Directly to the App Site

  3. Log in via the Correct Method

    • If your institution supports SSO, log in through the institution’s portal or SSO link.

    • Avoid entering credentials via the generic JoVE login when SSO is enabled — redirect issues may occur.

  4. Try a Different Browser or Private Mode

    • Use up-to-date Chrome or Edge in Incognito/Private mode.

    • Clear cache and cookies before retrying, particularly if switching between IP networks.

  5. Verify with Your Library / IT Team

    • Ask if your institution’s IP ranges or SSO configuration is currently active in JoVE’s system.

    • Confirm that your access IP is properly whitelisted.

  6. Test Using Multiple Videos or Sections

    • Try accessing different videos or different textbook sections.

    • If only one video fails but others work, the issue may be video-specific (corruption or broken embed).

Self-Troubleshooting Tips

  • If the banner reads “Subscription required”, try refreshing the page or clicking Play — the system should trigger a redirect once it detects your IP.

  • Use a different video as a test — if one works, the problem may be isolated to a specific video or embed.

  • Disable ad blockers or privacy extensions temporarily — these can block redirection scripts or cookies.

Report the issue

If, after trying the above steps, you still can’t access content, please contact JoVE Support with the following details:

  • Your institution name

  • URL or title of the video you are trying to access

  • A screenshot of any error message

  • Whether you’re accessing via on-campus network, VPN, or off-campus