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known_issues_with_accessing_e-resources [2017/10/20 18:21]
cturner
known_issues_with_accessing_e-resources [2019/06/10 12:16] (current)
jmulvaney [Response Best Practices]
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 ====== Troubleshooting Electronic Resources Access Problems ====== ====== 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.+Common problems reported through various channels, including E-Resource Access Help (dbhelp@umass.libanswers.com), and their solutions are documented here.
  
 ===== Broken link report from umass instance ===== ===== Broken link report from umass instance =====
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   * 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.   * 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]].   * 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 - +  * 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]]
-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.
  
 +===== User can't connect to a specific resource =====
 +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.
 +
 +===== User's NetID doesn'​t work =====
 +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 ===== ===== Resource isn't recognized by EZProxy and user can't connect =====
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 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]]. 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]].
- 
-===== User can't connect to a specific resource ===== 
-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 [[https://​www.bestbuy.com/​site/​tech-tips/​clear-browser-cache/​pcmcat748301880680.c?​id=pcmcat748301880680|Geek Squad]] 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. 
- 
-===== User's NetID doesn'​t work ===== 
-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. 
- 
    
 ===== Adobe PDF version of e-book or document doesn'​t display ===== ===== Adobe PDF version of e-book or document doesn'​t display =====
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   * If you're using Internet Explorer, open Acrobat Reader. Click Edit > Preference > Select Internet > Uncheck "Open PDF in browser."​\\   * 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.   * If you're using Firefox, go to Tools > Options > Applications > Category - Adobe Acrobat Document > and select the version of Acrobat Reader you're using.
 +
 +===== Response Best Practices =====
 +  * **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.
 +  * 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.
 +  * 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.
 +  * 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]]. ​
 +  * 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]]
 +
  
  
known_issues_with_accessing_e-resources.1508523686.txt.gz · Last modified: 2019/01/07 17:20 (external edit)
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