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--- known_issues_with_accessing_e-resources [2015/05/13 18:36]
127.0.0.1 external edit
+++ known_issues_with_accessing_e-resources [2019/06/10 12:16]
jmulvaney [Response Best Practices]
@@ Line 1: / Line 1: @@
-====== Known Issues with Accessing Electronic Resources ======
+====== Troubleshooting Electronic Resources Access Problems ======
+Common problems reported through various channels, including E-Resource Access Help (dbhelp@umass.libanswers.com), and their solutions are documented here.
-===== ScienceDirect articles through UMLinks =====
+===== Broken link report from umass instance =====
-When connecting to a journal article at the ScienceDirect site from the UMLinks menu, you may receive an error message, such as "Your request cannot be processed at the moment. Please try again later." This seems to happen most often when using the Firefox browser.
+These messages are generated from the SFX UMLinks menu when a user chooses to report that a menu link is not working for them. The user has the option of requesting a response. If a user does not request a response, you do not have to troubleshoot the problem because the SFX maintenance team also monitors these messages for problems.
-==== Solution ====
+To troubleshoot a broken link report:
-In your Firefox browser's Tools menu select "Clear Private Data."
+  * Test the Target URL link. If you are able to get to a page where the full-text of the article is available, download a PDF of it and copy a direct permanent link, with the proxy prefix (http://silk.library.umass.edu/login?url=), and send these to the user. Fairly often the full-text is available, but for some reason the user can't find it on the landing page. Confirm that the user is a UMass community member before sending them full-text.
+  * If the Target URL link does not work, look at the [[http://alcme.oclc.org/openurl/docs/pdf/openurl-01.pdf|OpenURL]] and pull out the journal title, volume/issue/year, article author and article title. See if you can navigate to the article starting from the [[http://sfxhosted.exlibrisgroup.com/umass/az/|Journals A-Z list]]. If you can navigate to the article, send the user the article URL and PDF. If you cannot get to the article, direct the user to our [[http://www.library.umass.edu/services/borrowing/interlibrary-loan-and-document-delivery/|ILL service]].
+  * Sometimes the OpenURL only contains a PubMed ID, which is at the end of a string like "sid=Entrez%3APubMed&id=pmid%3A28984760". To find the citation for this, go to [[http://www.library.umass.edu/cgi-bin/iww/ndluse.cgi?uuid=c06d9a6c-d2eb-102a-9080-001143eb18be|Pubmed]] and put the PubMed ID # - everything after the capital A - in the search box, e.g. "28984760". This will give you the citation from which to trace journal and article using the [[http://sfxhosted.exlibrisgroup.com/umass/az/|Journals A-Z list]].
+  * Alternatively, you can attach the prefix, "http://sfxhosted.exlibrisgroup.com/umass?" at the beginning of the 'OpenURL:' text, beginning with whatever is after the colon, such as "genre..." in the example below, then 'search' in Firefox, etc. This will create a URL for the SFX menu, complete with citation information.
+  * If the full-text of an article is not available, provide the user with a link to our ILL/Document Delivery service, https://www.library.umass.edu/ill/, and suggest that they request the article.
-===== Connection ports on computer running MS Vista =====
+===== User can't connect to a specific resource =====
-If you are unable to connect to our proxy server to login for access to UMass resources, you may need to open a port on your computer to enable the connection. The ports required are listed on our [[http://www.library.umass.edu/ndl/connectionprob.html#1|Connection Problems?]] page.
+This is a commonly reported problem, and the potential reasons for it are many. The following is a checklist:
+  * Check to see if you can connect to the resource. Try different browsers and try from an Opera browser with VPN (Virtual Private Network) set up to mimic an off-campus computer.
+  * If you can connect to the resource from both on and off-campus, confirm that the user is going through the Libraries' website, using an [[http://www.library.umass.edu/collections/remote-access-bookmarklet/|EZProxy bookmarklet]], or using a link that has our proxy prefix, http://silk.library.umass.edu/login?url=, embedded in it. Suggest that the user clear their browser's cache and cookies. Instructions for doing this are available from [[http://www.umass.edu/it/support/spire/clear-your-browsers-cache|UMass IT]] and [[https://www.umass.edu/afsystems/sites/default/files/resources/Clearing%20Browser%20Cache.pdf|the UMass Office of A&F Administrative Systems]].
+  * If you cannot connect to the resource from off-campus, check the EZProxy configuration stanza for the resource and check with the resource provider to determine if they've blocked our EZProxy IP access (128.119.168.112).
+  * If you get an error message from on campus and have cleared your browser cache and cookies, report problem to resource provider.
-==== Solution ====
+===== User's NetID doesn't work =====
-Microsoft provides a help page, [[http://www.library.umass.edu/ndl/connectionprob.html#1|Open a port in Windows Firewall]].
+If a user reports that they've tried to login to the Libraries, or a specific resource, from [[http://silk.library.umass.edu/login?url=|off-campus]], but their NetID isn't recognized, refer them to [[http://www.umass.edu/it/?_ga=2.260288589.1539896255.1508337517-546502096.1493238677|IT Support]] for help with their NetID. Libraries staff do not have access to NetID accounts.
+===== Resource isn't recognized by EZProxy and user can't connect =====
+The user sees a message:
+     To allow <URL> to be used in a starting point URL, your EZproxy administrator must first authorize
+     the hostname of this URL in the config.txt file.
+     Within this database's section of config.txt, either the following
+     line must be added:
+     Host <URL>
+     or, alternatively, a RedirectSafe for this host or domain may be
+     appropriate.
+     After editing config.txt, the EZproxy server must be restarted to make
+     changes take effect.
+In these cases, the EZProxy configuration file must be updated with a stanza for the resource. Many resource stanzas are available from this [[http://www.oclc.org/support/services/ezproxy/documentation/db.en.html|OCLC support page]]. OCLC provides additional information about the [[http://www.oclc.org/support/services/ezproxy/documentation/cfg.en.html|configuration file]].
 ===== Adobe PDF version of e-book or document doesn't display =====
 When you select the PDF version of an e-book on the CRC netBASE platform, e.g. CRC Handbook of Chemistry and Physics, and it opens in your browser window, you may only see the Table of Contents but no page content. Simililarly, sometimes PDFs linked from ProQuest databases (ProQuest Congressional), do not open.
-==== Solution ====
   * If you're using Internet Explorer, open Acrobat Reader. Click Edit > Preference > Select Internet > Uncheck "Open PDF in browser."\\
   * If you're using Firefox, go to Tools > Options > Applications > Category - Adobe Acrobat Document > and select the version of Acrobat Reader you're using.
-===== Clase Periodica or Worldcat search results from off-campus =====
+===== Response Best Practices =====
-If, when using these databases from off-campus, you can't view your search results, you're likely using Internet Explorer or Safari.
+  * **This section is out of date as of the 6/10/19 Migration to LibAnswers for DBHelp**
+  * See new dbhelps in your personal email account, but respond to them from the dbhelpm account. This ensures the thread is maintained in a central account, rather than tucked away in a personal account. If a thread goes on over several days and between different people covering dbhelpm, the context and history are available to all.
-==== Solution ====
+  * When responding to a message from dbhelpm, copy dbhelpATlibrary.umass.edu so all on list can see that message has been responded to from their personal accounts.
-Try Firefox.
+  * When responding to a dbhelp, look up the person's NetID/email and respond to them by name. In Outlook you can do this by selecting the "To" button, scrolling down and choosing UMass Amherst Directory, and pasting the NetID in the search field.
+  * Keep templates of common responses in the dbhelpm drafts folder and copy the text into response messages. Any one of us can create and save new ones, or use and modify the existing ones for specific responses.
-===== Adobe PDFs of Ebsco NetLibrary Books =====
+  * When responding with a link to a subscription or acquired resource, provide the most persistent link available. If the resource is available in the website Collections and Databases directory, provide the website link to that resource, e.g.  [[Web of Science|http://www.library.umass.edu/cgi-bin/iww/ndluse.cgi?uuid=c06dc4f6-d2eb-102a-9080-001143eb18be]].
-If you're unable to properly display a NetLibrary e-book, you may need to add a plugin to your browser. This is most often true with Macintosh computers and the Firefox browser.\\
+  * When responding with a link to the resources native interface, prepend the proxy prefix (http://silk.library.umass.edu/login?url=) so on and off-campus users can get to the resource, e.g. [[http://silk.library.umass.edu/login?url=http://xlink.rsc.org?journal_code=CC&genre=journal|Chemical Communications from the Royal Society of Chemistry]]
+  * After you've responded to a dbhelp, add an entry in [[https://libanalytics.com/login.php?iid=544|Libanalytics]]
-==== Solution ====
-  * [[http://www.netlibrary.com/Help/DisplayTopic.aspx?Name=ViewingOnline/MacintoshInformation|Instructions for Installing the Schubert PDF Browser Plug-in on a Macintosh Computer]] from NetLibrary
-  * [[https://addons.mozilla.org/en-US/firefox/addon/7518|Firefox PDF Plugin for Mac OS]]
-===== Papers application for Macintosh =====
-To use some features of this program, you need to add a configuration for the proxy server.
-==== Solution ====
-In the Papers program:
-  * Go to Preferences (under the file menu) and and choose the Sources tab
-  * Put https://login.silk.library.umass.edu:2443/login?= in the "Authentication URL =" box
-  * Check the "go to this page when Papers is started" box
-  * Put https://login.silk.library.umass.edu:2443/login?=%@ in the "Library Proxy" box
-  * Close Preferences. You might need to close Papers and re-open it to run your search again.
-===== Many databases don't support Safari =====
-Quite a number of databases including FirstSearch products and Web of Science do not support the newest versions of the Safari browser for Macintosh.
-==== Solution ====
-Use Firefox.
-===== Linking to UMLinks from Google Scholar =====
-Citations in Google Scholar for Cambridge University Press and Wiley journals (and perhaps other publishers) have the wrong year.
-==== Solution ====
-Search directly at Cambridge or Wiley once you arrive there for your article or use the EJournal Locator. Or use Web of Science instead of Google Scholar until this problem is fixed.
-===== ILL forms from Compendex for conferences =====
-Engineering Village/Compendex refuses to send conference or proceedings titles in the OpenURL, only the ISSN of the publication or their accession number. They send genre=article, so the journal article ILL form is mostly blank.
-==== Solution ====
-ILL staff will need to search Compendex again to locate the missing information.
-===== ILL forms from Web of Science for journal articles when the article WAS a conference report or proceeding =====
-ThomsonReuters insists on sending genre=proceeding if a journal article is a conference report or proceeding. They do not send the conference title however.
-====Solution====
-Electronic Resources is trying to get the vendor to change. We are also looking into whether we can change the behavior for Web of Science only. In the meanwhile, ILL staff will have to search Web of Science again to get the missing information.
-===== Supported Browsers Lag Behind=====
-IE 9 is not supported by many vendors. Lexis Nexis and ProQuest products as of this writing. Solution: Use Firefox.
-===== Using Kindle Fire =====
-Even on campus, Kindle Fire users must login through EZProxy, because they are connecting from Amazon's server. In order for the Kindle's silk browser to enable EZProxy use, users must UNCHECK the Accelerate Loading Page option.
-===== Siku Quanshu =====
-Siku Quanshu sessions connected from off-campus are abruptly terminated. Vendor of EZProxy is working on the issue 2/7/12.