Trouble Getting Connected (to an E-Resource)?
Having technical problems accessing an online article in a database or e-journal?
Try these tips and tricks.
Are you having trouble accessing resources via wireless? First make sure you have read through the Instructions from ITS (.pdf).
General Tips (PC and Mac)
Clear your cache and re-boot. This solves many problems.
Try a different browser. IE works best for MOST databases, while it won't work properly in others. The same is true with Firefox, Netscape and Safari. Also, make sure you have an up-to-date browser. Often databases don't support old versions of browsers. If you are using a Mac, try using Safari. IE for Mac tends to cause problems, especially with PDF documents.
Allow cookies. Check to be sure your browser is set to accept cookies. Many databases require the use of cookies and won't work if they are blocked.
Allow pop-ups for that site. A few databases require the use of pop-ups to deliver some of their content.
Are you using an accelerator? Don't. Disable it or, better yet, remove it from your system and try again. Some ISPs, such as NetZero/Juno, have an accelerator built in. You will have to either disable the accelerator or configure it to accept our proxy server or you will not be able to access our subscription databases from off-campus.
Are you behind a firewall? Remote access to databases from work or anywhere behind a firewall may not work. Sometimes the security settings on firewalls are such that authentication via proxy server is not possible. Talk with the local administrator, but in most cases, you'll have to access our subscription services from elsewhere.
Are you using your Ithaca College e-mail user id and password? You cannot login to our subscription databases through the proxy server using a personal e-mail account, such as Yahoo or AOL--you can only use your official Ithaca College e-mail user id and password.
Are you trying to access a journal from EJS and getting a password prompt? Check towards the top of your screen for the username and password. In most cases, these will be: Username: iclibrary -- Password: ithaca14850
Still Not Working?
Please contact Karin Wikoff (kwikoff@ithaca.edu), Electronic and Technical Services Librarian, to report the problem. Be sure to include as much of the following information about yourself and the problem as possible:
- Your name and contact info, either e-mail or phone. (Mandatory --without this, we cannot help you or solve the problem)
- What you were trying to access--the database as well as the author, title, volume, date info--as much as you have
- Where you were trying to access--on campus or remote (including residence halls), and from which access point on the webpage?
- What is your IP address? You can find this information by going to http://www.whatismyip.com
- Exactly what you were trying to do when the problem occurred
- The text of any error messages you received
