This is the "Remote Access Problems" page of the "E-Resource Troubleshooting" guide.
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E-Resource Troubleshooting  

A convenient place for staff to look for ways to solve a problem with an electronic resource.
Last Updated: Oct 1, 2013 URL: http://guides.lib.unc.edu/content.php?pid=478782 Print Guide Email Alerts

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Reporting the Problem: Best Practices

Report the problem, so that RMS staff can follow up with the user.

  • Be sure to include the user's name and contact information, so that we can follow up!  We strongly prefer email; it's easier to convey detailed information this way and we've got a record of what's been done.
  • What was the user trying to access?  If the PMID is available, please include it.
  • What is the user's IP address? (I like IPChicken because it also includes browser information)
  • Which browser was the patron using?  Which version?
  • Where did the patron start? A Library web page? Google? Personal bookmarks? (Hint: Always start with the Library!)
  • Were there any error messages? What were they?

If you are unable to provide the item the user needs, instruct them to request it through ILL.

 

Possible user-specific problems

See if you can reproduce the user's problem.  If you can't, then walk the user through the following:

  • Clear the browser cache
  • Try a different browser
  • Make sure that cookies and pop-ups are allowed
  • Restart the computer

If none of these things resolve the problem, and the user is not in the library, ask them to:

  • Try connecting to another resource, for example LexisNexis Academic, to see if the problem is limited to a specific resource or more widespread (this won't help them to get to the resource, but is useful information for troubleshooting)
  • Talk to their local systems administrator to see if the firewall settings in their location are blocking access

Report the problem.  Instruct the user to request the item via ILL if you're unable to provide it.

Electronic Journals Specialist

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Monica Samsky
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Rebecca Butler
 
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