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BVU : Library : Databases : Troubleshooting

PROBLEMS ACCESSING ARTICLES OR DATABASES OFF CAMPUS

If you are having trouble accessing journal articles from inside Connected Learning, an online class, or using the Articles tab on the library's home page, this page is designed to help you trouble shoot and fix the problem.

Let's begin by clicking on this link to the Academic Search Premiere Database.

Enter your username and PIN.

There are 4 common error messages.

Click on the error message listed below that you received for more information.

If you get an error message not listed below, the system is down or experiencing problems.

Please report the error message immediately to the BVU Support Desk or call the library at 877-288-2240 (toll free).

Please provide specific information including the exact wording of the error message.

Sorry, Your identification is not recognized.

Sorry, Your access privilege has expired.

Authentication failed due to insufficient credentials.

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If you get an error message that is not listed, the system is down or experiencing problems. Please report the error message immediately to the BVU Support Desk or call the library at 877-288-2240 (toll free). Please provide specific information including the exact wording of the error message.

Sorry, Your identification is not recognized.

Did you enter your information correctly?
- Enter your username. This is the same username you use to access your GroupWise email account.
- Your PIN is the last four digits of your BVUID.
Try the link again.
If you still get the error message, then you are not in the library's database.
Please contact the BVU Support Desk or call the library at 877-288-2240 (toll free) for assistance.

Sorry, Your access privilege has expired.

Your library privileges have expired.
Please contact the BVU Support Desk or call the library at 877-288-2240 (toll free) for assistance.

Authentication failed due to insufficient credentials.

Your computer is probably blocking the referring URL. This is the information the vendor needs in order to authenticate you.
When you click a link on a webpage (let's call it Site A) that leads to a different webpage (Site B), your computer sends certain information to site B. Most of it is information that Site B needs in order to fulfill your request for a page. When you click a link from Site A to Site B, the referring URL provides the address of Site A to Site B, where it is typically kept as part of a large archive of information about page accesses. Web administrators will sometimes analyze these archives to learn more about how people are finding and using their sites.
However, some users are concerned about the privacy implications of this information transfer. The risks are quite limited -- the referring URL only includes a single URL of the page you were on just a moment before, and it is only sent if you click a link from Site A to Site B. However, because of the perception of privacy concerns, several popular personal internet security software products include features that block the referring URL by default -- that is, automatically upon installation.
Click here to determine if your computer is blocking referring URLs.
You will see a page of data.
Look for HTTP_REFERER=about half way down the page. If this is blank or "garbage" characters, the referring URL is being blocked.

Products that are known to cause problems are:

Computer Associates eTrust EZ Firewall

Computer Associates EZ Armor Security Suite

Norton Internet Security

Norton Personal Firewall

ZoneAlarm Pro

Computer Associates eTrust EZ Firewall or Computer Associates EZ Armor Security Suite
It is not necessary to disable either of these products to access the library databases. However, you must make a configuration change to disable the specific setting that causes problems -- the "remove private header information" setting. Please follow these instructions:

From your Start Menu, choose Programs, then choose "eTrust EZ Firewall" or "EZ Armor Security Suite" to open the program.
On the left side of the window, click "Privacy."
Look for the section titled "Cookie Control" and click the "Custom" button.
The "Custom Privacy Options" window will appear -- you will notice that it includes three tabs across the top. Make sure the "Cookies" tab is on top, and look for the section of the page labeled "3rd Party Cookies." In that section, uncheck the box labeled "Remove private header information."
Click "Apply" then "OK" to close the "Custom Privacy Options" window. Close the program and try accessing the databases again.

If you have followed the above steps but are still not able to access the databases, please contact Margaret Stangohr, Technical Services/Systems Librarian at 712-749-2092 or stangohrm@bvu.edu for more assistance. Norton Internet Security or Norton Personal Firewall
It is not necessary to disable Norton Internet Security or Norton Personal Firewall to access the library databases. However, you must make a configuration change to disable the specific component that causes problems -- the "Privacy Control" component. Please follow these instructions:

From your Start Menu, choose Programs, then Norton Internet Security or Norton Personal Firewall to open the program.

In the center section of the NIS or NPF window, you should see a list of components, each one with an icon that indicates if that feature is turned on or off. From this list, click on "Privacy Control," a little below the center of the window.

A blue area should then show at the right side of the window, with two yellow buttons: "Turn Off" and "Configure".

Easy way: If you wish to disable Privacy Control completely, simply click the "Turn Off" button.
Hard way: If you would prefer to configure the Privacy Control feature to allow the header information to pass for certain sites (i.e. the databases) only without turning off Privacy Control completely, then you must allow access for the following:
- EBSCO's IP range, 204.179.122.*.
- If you are able to use wildcards, allow access to *.ebscohost.com.
- If your application does not allow use of wildcards, allow access to the following addresses,
Close NIS or NPF and try accessing the databases again.

ZoneAlarm Pro
It is not necessary to disable ZoneAlarm Pro to access the library databases. However, you must make a configuration change to disable the specific setting that causes problems -- the "remove private header information" setting. Please follow these instructions:

From your Start Menu, choose Programs, then ZoneAlarm Pro to open the program.
On the left side of the ZoneAlarm Pro window, click "Privacy."
Look for the section titled "Cookie Control" and click the "Custom" button.
The "Custom Privacy Options" window will appear -- you will notice that it includes three tabs across the top. Make sure the "Cookies" tab is on top, and look for the section of the page labeled "3rd Party Cookies." In that section, uncheck the box labeled "Remove private header information."
Click "Apply" then "OK" to close the "Custom Privacy Options" window.
Close ZoneAlarm Pro and try accessing the databases again

Thanks to Luke Rosenberger, Technology Librarian at North Harris Montgomery Community College District, for sharing information used on this page.

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In order to access any of the SAGE full text databases from off campus you must have Java Runtime Environment installed on your machine. Go to http://www.java.com/en/download/windows_ie.jsp to download and automatically install version 5.0. Even if you have an earlier version of java Runtime installed, you may need to update to the newest version.