Main.ERTroubleshoot History

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[[http://critical.tamucc.edu/wiki/Main/FrequentlyFacedIssues | Go Back]]
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[[http://critical.tamucc.edu/wiki/Main/FrequentlyFacedIssues | Go Back]]
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%center%'''[+++Procedures for handling issues with+++]'''
'''[+++Bell Library Electronic Resources Databases+++]'''

%center%'''[++Reference Edition++]'''
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%center%'''[++Procedures for handling issues with++]'''
'''[++Bell Library Electronic Resources Databases++]'''

%center%'''[+Reference Edition+]'''
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3.
If the call is from a remote user, check the following.

a. If the user cannot get past the authentication screen, follow these steps:

i. Make sure they have a Portal account set up with the library and that there are no duplicate records for the patron.� If there is a duplicate record or they are not set up in Portal at all, the Access Services Supervisor (x2340) in Circulation or Deanna is capable of fixing this.�

ii. Confirm that the remote user is using the right name in the Name field of the authentication screen.� Many times they might be typing in their first name first when the system has their last name listed first.� Commas do matter, so if their name is Joe Garza, they would more than likely type in Garza, Joe.�� Some people have one or more middle names or last names with spaces in them (De La Garza).� Be sure they are typing their name in EXACTLY as Portal shows it and including hyphens for their Student ID (SSN).�� The user can use the My Library Account feature under the Portal-Online Catalog link to see for themselves how their name is listed.�

iii. Another common problem is that they have more than 25 characters in their name.� If this is the case, get them in touch with Circulation (x2340), and have them shorten their name, or take out things such as middle names, initials, spaces, etc.�

iv. If neither step (i.) or (ii.) work, then something is messed up with their account that either Deanna or someone in Circulation will have to take a look at.�

b. If the user is able to log in, but not able to reach the databases, follow these steps:

i. If trying to access a database directly from TDNet, they will get an error saying �Bad gateway� or something similar.� There is a workaround for this.

ii. If they still can�t reach the database through the workaround, then verify the database�s status by bringing it up on your own workstation.� If they come up fine for you, then the problem probably lies with the remote user�s internet connection.� Have them contact their ISP.�

c. If they can connect to the databases, but not bring up full text articles (PDF, JSTOR, etc.):

i. In most cases, they may not have the latest version of Adobe Reader on their machine.� Have them visit �http://www.adobe.com/products/acrobat/readstep2.html and download the proper version.� As of this writing, the latest version is 6.0.2.�� The version downloaded from Adobe is 6.0.1, so in order to receive the latest updates, the user has to utilize the Help menu�s �Online Updates� feature.�

ii. Another issue that is relatively new is Windows XP Service Pack 2.� XP SP2 automatically configures a lot of extra security features that may block some of our databases.� Have them check their Security Center settings under Control Panel.� Try things such as turning the firewall off and unblocking popups.� �If all else fails, SP2 can be removed completely from the system under the Add/Remove Programs in Control Panel (CAUTION: There is a risk associated with undoing SP2, as I have found that it can corrupt the Windows installation.� Only try this as a worst case scenario.)

iii. Related to SP2 is also a feature called Active Content Blocker.� This typically pops up at the top of the webpage whenever someone visits a site with Adobe PDF, or things like Java and Flash.� Make sure the user is explicitly telling Internet Explorer to allow those features.� Some places to look are under Tools->Internet Options->Security then click on �Custom Level�� and see how the settings are in there.��

iv. Also, some browsers are not compatible with our databases.� Netscape (especially newer versions) is an example of one of these browsers.� Mozilla Firefox, while a great product, may also have some problems with our databases.� If the user has no choice but to use something other than Internet Explorer, the recommended browser would be Netscape 4.79.��
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If the call is from a [[ERoffCampus | remote user]]
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If there is a problem [[accessing electronic resources]]:


a.
If they are a faculty/Staff member of the university:

i. Verify if the database is connecting using your workstation.� If it does not, ask if you can call them back and go to step 1.�� If it does connect, ask the following questions:

ii. Is any one else in your department having the same problem?����

iii. Has this site worked for you (the patron) before?

iv. Can you (the patron) access any other site?

If they cannot access any other site, then they aren�t getting any internet connection at all and they need to contact Computer Services (x2692).�

v. If the answer to i. is yes or iii. is no and you can connect to the resource, then they need to contact Computer Services, the problem is probably their network connection.� If you can connect and the answer to i. is no and iii. is yes, then Systems will need to do research regarding this problem.

b. If they are trying to connect to SciFinder, the Systems Department is responsible for installing the software on PALS faculty members� workstation only.�

c. If they are a non TAMU-CC employee but works on campus they must be listed in Portal (must bring SandDollar ID to Circulation desk to be placed in Portal) to access using remote access.
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If there is a problem [[accessing electronic resources]]

If the call comes from an [[ERonCampus | on campus sources outside
of the library]]
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%center%'''[+++Procedures for handling issues with+++]'''
'''[+++Bell Library Electronic Resources Databases+++]'''

%center%'''[++Reference Edition++]'''

----

ISSUES:

->The Bell Library accesses more than 150 electronic resources via the internet.The Systems Department's responsibility is to make sure that there is network connectivity to the databases whether it is a remote user or on campus access. The Reference Staff can help verify the connectivity of the network and help remote users with issues. If there is a problem with the database server then the Periodical department will be notified.

PROCEDURES:

If there is a problem [[accessing electronic resources]]:


a. If they are a faculty/Staff member of the university:

i. Verify if the database is connecting using your workstation.� If it does not, ask if you can call them back and go to step 1.�� If it does connect, ask the following questions:

ii. Is any one else in your department having the same problem?����

iii. Has this site worked for you (the patron) before?

iv. Can you (the patron) access any other site?

If they cannot access any other site, then they aren�t getting any internet connection at all and they need to contact Computer Services (x2692).�

v. If the answer to i. is yes or iii. is no and you can connect to the resource, then they need to contact Computer Services, the problem is probably their network connection.� If you can connect and the answer to i. is no and iii. is yes, then Systems will need to do research regarding this problem.

b. If they are trying to connect to SciFinder, the Systems Department is responsible for installing the software on PALS faculty members� workstation only.�

c. If they are a non TAMU-CC employee but works on campus they must be listed in Portal (must bring SandDollar ID to Circulation desk to be placed in Portal) to access using remote access.

3. If the call is from a remote user, check the following.

a. If the user cannot get past the authentication screen, follow these steps:

i. Make sure they have a Portal account set up with the library and that there are no duplicate records for the patron.� If there is a duplicate record or they are not set up in Portal at all, the Access Services Supervisor (x2340) in Circulation or Deanna is capable of fixing this.�

ii. Confirm that the remote user is using the right name in the Name field of the authentication screen.� Many times they might be typing in their first name first when the system has their last name listed first.� Commas do matter, so if their name is Joe Garza, they would more than likely type in Garza, Joe.�� Some people have one or more middle names or last names with spaces in them (De La Garza).� Be sure they are typing their name in EXACTLY as Portal shows it and including hyphens for their Student ID (SSN).�� The user can use the My Library Account feature under the Portal-Online Catalog link to see for themselves how their name is listed.�

iii. Another common problem is that they have more than 25 characters in their name.� If this is the case, get them in touch with Circulation (x2340), and have them shorten their name, or take out things such as middle names, initials, spaces, etc.�

iv. If neither step (i.) or (ii.) work, then something is messed up with their account that either Deanna or someone in Circulation will have to take a look at.�

b. If the user is able to log in, but not able to reach the databases, follow these steps:

i. If trying to access a database directly from TDNet, they will get an error saying �Bad gateway� or something similar.� There is a workaround for this.

ii. If they still can�t reach the database through the workaround, then verify the database�s status by bringing it up on your own workstation.� If they come up fine for you, then the problem probably lies with the remote user�s internet connection.� Have them contact their ISP.�

c. If they can connect to the databases, but not bring up full text articles (PDF, JSTOR, etc.):

i. In most cases, they may not have the latest version of Adobe Reader on their machine.� Have them visit �http://www.adobe.com/products/acrobat/readstep2.html and download the proper version.� As of this writing, the latest version is 6.0.2.�� The version downloaded from Adobe is 6.0.1, so in order to receive the latest updates, the user has to utilize the Help menu�s �Online Updates� feature.�

ii. Another issue that is relatively new is Windows XP Service Pack 2.� XP SP2 automatically configures a lot of extra security features that may block some of our databases.� Have them check their Security Center settings under Control Panel.� Try things such as turning the firewall off and unblocking popups.� �If all else fails, SP2 can be removed completely from the system under the Add/Remove Programs in Control Panel (CAUTION: There is a risk associated with undoing SP2, as I have found that it can corrupt the Windows installation.� Only try this as a worst case scenario.)

iii. Related to SP2 is also a feature called Active Content Blocker.� This typically pops up at the top of the webpage whenever someone visits a site with Adobe PDF, or things like Java and Flash.� Make sure the user is explicitly telling Internet Explorer to allow those features.� Some places to look are under Tools->Internet Options->Security then click on �Custom Level�� and see how the settings are in there.��

iv. Also, some browsers are not compatible with our databases.� Netscape (especially newer versions) is an example of one of these browsers.� Mozilla Firefox, while a great product, may also have some problems with our databases.� If the user has no choice but to use something other than Internet Explorer, the recommended browser would be Netscape 4.79.��