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Electronic Resources Troubleshooting: Advanced Troubleshooting

Advanced Troubleshooting

If basic troubleshooting does not solve the problem, try some of these advanced techniques.

Are they in an LDAP group?
Check the proxy logs to see if they are logging in correctly
Resource works on campus but not off
Can't access an article that our records show we have access to
UpToDate
Clinical Faculty
OPTI-West and UHS residents
When are students added and removed from the proxy?
When to give out the temporary password

 

Are they in an LDAP group?
• Check Outlook properties for group memberships.
• If they are missing, send an email to LibSupport with the user's name and ID number.
• LibSupport will verify they are an active user and contact the registrar or HR.

Check the proxy logs to see if they are logging in correctly
• Here are some of the types of entries you may see:
    – Login.Success- successful login to the proxy
    – Login.Failure- usually wrong username or password
    – Login.Denied/Login.Failure (at the same time)- usually an alumni or no LDAP group
    – Login.Intruder.IP- user has logged in incorrectly 8 times within 5 minutes and is blocked from that IP address for 15 minutes

• Note- If you logged into UpToDate before logging into the proxy, you will either have to change browsers (if using Chrome) or close the browser and open the proxy in a new window (if using IE). Same goes if you logged into the proxy first and then want to access UpToDate.

Resource works on campus but not off
• Test using an off-campus connection.
• If it doesn't work off-campus, send an email to LibSupport with this information:
    – Name of database/resource
    – Exact article, if applicable
    – Note the error message or what is happening when you try and access the resource

Can't access an article that our records show we have access to
• Can the article be accessed in another database or directly using the E-Journal search?
• Email LibSupport with the article information and where you were trying to access it from.

UpToDate
• Users must sign up for an account the first time they access UpToDate.
• The username and password does not have to be their WesternU username and password.
• The library is not able to reset this password. Users can use the "Forgot Username or Password" link on the UpToDate site, or contact their customer service department.
• Users must re-authenticate every 90 days to continue using the UpToDate app. To do this, they just need to log in to UpToDate using the link on our webpage.

Clinical Faculty
• Verify that they are using the username & password given to them. If you don't have this information, check with LibSupport.
• Passwords can only be changed by re-submitting the Remote Access Request form
• Clinical faculty are not able to access the following resources:
    – American Society for Microbiology Journals
    – Micromedex
    – Natural Medicines
    – Science Journal
    – UpToDate
    – VisualDx

OPTI-West and UHS residents
• Verify that they are using the username & password given to them. If you don't have this information, check with LibSupport.
• Passwords can only be changed by re-submitting the Remote Access Request form
• OPTI-West and UHS residents are only able to access the following resources:
    – AnatomyTV
    – AnatomyTV - 3D Dentistry
    – AnatomyTV - 3D Leg, Ankle, and Foot
    – DynaMed
    – EBSCOhost Research Databases

When are students added and removed from the proxy?
• First week of March:
    – Add incoming DMD-IDP
• End of May/Start of June:
    – Add incoming groups that have a summer term and summer only programs
• July 1st:
    – Remove all May graduate class groups
    – Add remaining incoming groups
• September 1st:
    – Remove summer graduate class groups
    – Change PA graduate access to PA Exam Prep only
• October 1st:
    – Remove PA graduate access from PA Exam Prep

When to give out the temporary password
• Only give out the temporary password on nights and weekends or when LibSupport is unavailable.
• Verify that they are a current faculty, staff, or student as best you can before issuing the password.

Forwarding to LibSupport

If you are unable to help the user gain access to the resource, you will need to refer the problem to LibSupport.

Take down this information:

  1. User's name and email
  2. What resource they are trying to access (be specific).
  3. What error message they are getting, if any. Print screens of the error are helpful.
  4. What browser they are using (Chrome, Internet Explorer, Firefox, Microsoft Edge. Safari, etc.)
  5. Any other information you think will be helpful.

Tell the user that you are forwarding the issue and that you will notify them when the problem is resolved.