Pumerantz Library Research Guides
Research Assistance, Subject Guides, & Useful Resources
Contact@Reference
Introduction
What if you're at your rotation site, you need to access the Pumerantz Library's online resources, but you run into remote access problems? The guides below help to answer your most common questions about remote access troubleshooting.
To log in to the WesternU Proxy Server, use your WesternU email username (without the @westernu.edu) and password.
If the suggestions below are not working for you, please email the Pumerantz Library's Reference Librarians at reference@westernu.edu and provide the following information:
- Name and contact information
- Copy and paste the error message (if any) into the email
- The name of the database or article you are trying to access
- What Internet browser and version number you are using
- The Internet Service Provider (ISP) you are using
What is the Problem?
What is your error message?
- "Unfortunately, we have encountered an error connecting to the resource you requested."
- Contact a librarian and provide your contact information along with the problem.
- Vendor password prompt
- Did you try to access the database from the Pumerantz Library's E-Resource page?
- Yes: Contact a librarian and provide your contact information along with the problem.
- No: Go to the Pumerantz Library's E-Resource page and navigate to a database from there.
- Did you try to access the database from the Pumerantz Library's E-Resource page?
- Cannot find server OR blank page appears
- Does your laptop connection usually work when you are physically in the library building?
- Yes: Your laptop's firewall settings may have blacklisted the library's proxy IP address, OR your browser may be rejecting cookies that allow you to connect to the proxy server, OR you are not using the most recent version of your browser. Check your browser settings to fix these issues.
- No: Contact a librarian and provide your contact information along with the problem.
- Does your laptop connection usually work when you are physically in the library building?
