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Troubleshooting Electronic Resources Access Problems

Common problems reported through various channels, including E-Resource Access Help (dbhelp@library.umass.edu), and their solutions are documented here.

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.

Solution In these cases, the EZProxy configuration file must be updated with a stanza for the resource. Many resource stanzas are available from this OCLC support page. OCLC provides additional information about the configuration file.

User can't connect to a specific database

This is a commonly reported problem, and the potential reasons for it are many. The following is a checklist:

User's NetID doesn't work

User cannot login to resource

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.

Primary contact: Christine Turner

known_issues_with_accessing_e-resources.1508510755.txt.gz · Last modified: 2019/01/07 17:20 (external edit)
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