Reference:REMOTE ACCESS
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TROUBLESHOOTING REMOTE DATABASE ACCESS
Sometimes patrons have trouble logging in remotely to databases, ejournals, or other electronic resources.
Common problems
- There is no record for the resource in the proxy server. The patron will get an error message that says something along the lines of "in order to use The Journal of Whatever, the proxy server must be updated" and then will list a URL. In this case, please copy the information on the error page and send it to the InfoSys Service Desk by email (infosys@library.sdsu.edu) with the subject line 'ezproxy problem.'
- There is something wrong with the patron record. In this case, they will usually be directed back to the login screen with an error message telling them that the information they entered was invalid. If this happens, do the following:
- The proxy server is pickier than the PAC about logins. Check with the patron to be sure that they are typing in their name exactly as it is displayed on their ID card. If they have a middle intitial or some-such, this could cause the error.
- Be sure that the patron is currently enrolled or currently works at SDSU.
- Put the patron on hold (or walk over with them) and speak to the Circulation desk. It is not advisable to simply transfer the patron, as the Circulation people will often need help in understanding the problem fully and/or a supervisor may need to be pulled in. Often an error (on our end) in the patron record is causing the problem.
- If this does not work, take the patrons name, ID number, and contact information, and pass it to the InfoSys Service Desk by email.
- The patron is trying to access the database directly, without going through the Library pages, which circumvents the proxy server. Ask questions to be sure that the patron is using our database pages.
- The patron is confused. Often patrons think that we have electronic access to everything, and so claim to have a remote access problem when, in fact, we do not own the resource in question. Ask questions to be sure that the problem is indeed remote access and not confusion about how to use our resources.
Less common problems
The following problems are less common. Because there are so many variables (operating system, software, configuration) we may not be able to help with these. If you suspect one of the following, you can give the advice noted below.
- They are using a firewall that rejects our proxy server. This is less common than it is used to be. Advise them to check with their systems administrator. Their systems administrator will need to know that we are passing them to a proxy server in order to authenticate for remote access.
- They have their browser security settings set to reject cookies or otherwise have their security setting set too high. Advise them to check their security settings and set them to 'medium.'
- There is a browser incompatibility. Advise the patron to use a current version of Internet Explorer.
- There is a software incompatibility. Norton Utilities, especially, causes problems with the proxy server. The patron can uninstall it and get a free copy of McAffee at the SCC help desk. Popup blockers can also cause problems.
When all else fails
Please do not simply transfer the patron to the ezproxy administrators voicemail, as this may result in delays. The best course of action is to send the following information to the IST Help desk with the subject line "ezproxy problem." Please use email, as a written record of this information is required. The email should include:
- The patrons name, ID number, and contact information.
- The name of the resource that they are trying to access
- The problem and any error messages
- Anything that has been tried so far (e.g. speaking to staff in Circulation)
If the librarian is also unable to get into the database from within the library, see DATABASE PROBLEMS
See also INFOSYS REQUESTS
ED
12/06
