[目的/意义] 随着图书馆新一代管理平台ALMA及以PRIMO为代表的发现系统在国内的推广应用，图书馆新服务平台环境下电子资源访问故障问题凸显，影响用户体验并困扰着图书馆员。由于电子资源访问故障成因复杂，其机理和应对机制已成为图书馆关注的重点。[方法/过程] 对国内外发现系统相关电子资源访问故障研究进行文献调研；分析从用户在发现系统触发检索请求到访问全文的流程；对ALMA系统上线以来若干电子资源访问故障案例进行分析。[结果/结论] 总结发现系统环境下电子资源访问故障成因及解决机制研究进展；梳理从用户在发现系统触发检索请求到访问全文的流程；结合案例，从Primo Central Index元数据质量、ALMA数据质量和相关配置、电子资源自身信息变更3个方面详细分析电子资源访问故障主要成因。提出图书馆可从为用户提供易于操作的访问故障反馈渠道、收集分析访问故障案例、建立电子资源故障解决流程、提升馆员解决电子资源故障的能力等方面应对访问故障。
[Purpose/significance] Electronic resources accessproblems are increasingly obvious because of the launch of new service platform ALMA and PRIMO, which confuses the librarians and affects users' experience. Library should pay more attention to it.[Method/process] The paper reviewed the literatures on electronic resources troubleshooting, analyzed the flow chart of electronic resources access in discovery system and also investigated examples of commonly encountered access problems.[Result/conclusion] Summarizing the research progress on electronic resources access issues and outline the access process. Major reasons of access trouble are examined from 3 aspects:metadata quality and configuration in Primo Central Index and ALMA, information change of electronic resources themselves. Some suggestions for solving access problems are put forward.
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