Electronic resource access problems are caused for a variety of reasons. Here is a summary of common problems and who to contact when they happen.
INDEXING DATABASE AND CATALOG ERRORS
Access problems occur when there is some error in data in Library subscription databases and/or the catalog. If patrons report problems with access via SFX Discover Full Text, the Online Journals and Databases A-Z list or a catalog record, please have them send the link to the article, journal, name of the database, and/or catalog record to Discover Support email@example.com.
COMMON ACCESS PROBLEM OFF CAMPUS
If patrons report a problem with e-resource access off campus via email or the Ask a Librarian chat service, please have them specify which resource and then check the access. If you find the resource accessible please ask them if they are using the VPN and if so tell them to check that it is set to TunnelAll.
If this does not work please have them submit a ticket to firstname.lastname@example.org with the details of the problem.
Similarly, if patrons report a problem with access off campus and describe any error message, please have them submit a ticket to email@example.com including a screen shot with the details of the problem.
ACCESS PROBLEM ON CAMPUS
If patrons report a problem on campus, please try accessing the e-resource in different web browsers. If you find it accessible, ask them to clear the cache of the web browser and to try access again. If that does not work, please have them send a screen shot and verify their on campus IP address by pointing them to http://www.whatismyip.com/. If the IP falls in the following ranges: 128.174.*, 130.126.*, 141.142.*, 192.17.*, please ask them to try access from another location and then to submit a ticket to firstname.lastname@example.org with the details of the problem.