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BVU : Library : Trouble Shooting.

Remote Access: Troubleshooting Checklist

Note: Only currently enrolled students and current faculty and staff can access the databases remotely. Student information is added automatically to our patron database at the beginning of each term.

Common Problems:

  • Where are you connecting from? (home, work, Centers) If connecting from a school or community college, computers may be "locked down", and you may not be able to access the databases from this location.
  • To access the databases, you must follow the links on the library homepage (Click the "Articles" tab, and follow successive links). Do NOT access the databases using a bookmark.
  • Are you able to access some databases but not others? A particular database may be experiencing technical difficulties. To test: log in to other databases and see if you can connect.

"Insufficient Credentials"
 If you can get to the list of databases but receive an error message that reads "Authentication failed due to insufficient credentials", especially when trying to access the Ebsco databases, you will need to adjust settings in your browser and/or firewall.

  • Internet Explorer 6.x: go to Tools > Internet Options > Security and adjust the cookie setting to Accept All Cookies.
  • Norton Internet Security & Norton Personal Firewall: Click the link for instructions and add the domain for the database you want to access, such as epnet.com for Ebsco databases.
  • ZoneAlarm: If you are using ZoneAlarm, go to Privacy Panel > Cookie Control and uncheck "remove private header information" and "block 3rd party cookies."

Username / Password problems:
 Databases:
Typically, your Username is your last name, and your PIN is the last four digits of your Social Security number. If you are unable to log in, report the problem to the BVU Support Desk. Please note: Punctuation is stripped out when information is loaded into the library patron database. A last name such as O'Brien should be entered as "obrien." A hyphenated last name such as Smith-Jones should be entered as "smithjones."

ILLiad: Password problems
 (Place a link here to the Research Help document, section 2.3 ILLiad: Password problems.)

Logging in to databases:
 Problem: You receive a Bad URL message:
To test for a bad URL:
     Click on the following link:
      http://www2.bvu.edu/rpa/webauth.exe?rs=refUrl&lb=BVU
     Login using your last name and PIN
     Copy the error message and report it the BVU Support Desk

Browser Configuration:
 Are you using a current version of your browser software?
Internet Explorer (IE) 5.x or 6.x is preferred. Netscape 6.x should work too.

Pop-up windows
 If you are clicking a link, but nothing happens, it's likely that pop-up windows are disabled. Some library databases use pop-up windows as a normal function of the database, so you need to allow pop-up windows to display.

Clearing out the Cache
 To clear your browser's memory (purging cache files) on Internet Explorer:
     Click on Tools ? Internet Options ? General tab.
     Find the section titled "temporary Internet files"
     Click "delete files"
     Click on OK.

Cookies
 Is your system set up to accept cookies? Cookies must be enabled to gain access to the databases. (instructions for IE 6.x)      Click on Tools -> Internet Options -> Privacy tab      Move the lever on the left-hand side to Medium or lower.      Click OK.

Java Script
 Is your system set up to accept Java? This must be enabled to gain access.

Alternate browser
 Are you logging in through AOL? You cannot access the databases through AOL.
Solution:      Minimize the AOL screen
Open up an Internet Explorer or Netscape browser window on top of AOL Go to the Library homepage and access the databases as usual.

Security Protection
 Firewalls
A firewall may prevent access to databases. To determine if there is a firewall in place, talk to your network administrator. The administrator may or may not allow access. If access is not allowed, you will need to access the databases from another location.

Virus Software
 Virus software may interfere with patron authentication software. Disabling the software before accessing library resources may be a solution. Be sure to enable your virus protection again when you finish your session.

Other Technical Difficulties:

PDF documents:
 What version of Adobe Acrobat are you running? (Need to have at least version 5.x) To update; go to http://www.adobe.com/products/acrobat/readstep2.html

Printing problems, PDF files: DO NOT print from the "File ? Print" menu on your browser. Instead, click the Print icon within the Adobe software itself.

Article Linker (Search for FullText):
 If you are unable to access the full text from a journal that indicates full text availability, use this work-around: Click the link for the database(s) listed. That will generally take you directly to the online holdings of that title, or bring up a search screen that will allow you to search within that publication. You can then single out the date you are looking for, or search directly for the desired article.

Maximum number of simultaneous users:
 A few databases restrict number of simultaneous users. You may get a "maximum number of users reached" message. Try accessing the database at a later time. Databases affected:

  • Social Work Abstracts - Limit 4

    • Error message will read: Webspirs could not open any of the selected databases. The Licenses for the following databases are already in use: Social Work Abstracts 1977-2005/03 on erl.silverplatter.com NASW Clinical Register 2003 12th ed. on erl.silverplatter.com To choose an alternate database click Continue

  • SportDISCUS- Limit 4
  • Books in Print - Limit 5

    • Error message will read:
    *** Maximum Users Reached ***

  • NetLibrary - collection is shared with numerous other schools in BCR; titles you want may be checked out.

Last-ditch efforts:
 Are you using "anonymizer" sites or software?

Did you try to re-boot your computer and try to log in again?

Contacts:
 The Library Staff works with the Information Technology and Online Programs staff to resolve problems with access to licensed library resources. We thank you for your patience and ask you to continue to report access problems, with as much detail as possible, via the BVU Support Desk.

Please be as specific as possible when reporting problems. We will need to know:

  • What kind of connection do you have? (phone modem, cable modem/ DSL)
  • Have you successfully logged into this database recently from this location?
  • What is the exact error message are you receiving? Describe screen logos, brands, etc.