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Problems/Solutions Table

COMMON PROBLEMS POSSIBLE CAUSE SUSPECT IF STEPS TO TAKE
Patron cannot connect to licensed resource Resource is down. You cannot connect

If a locally hosted resource, consult list of contacts and protocols .

See Circ Staff Procedurs for Critical MNCAT problems

URL is bad. You cannot connect (if for a cataloged resource, check both link in MNCAT as well as E-Journals, or other location). Examine URL for unusual spaces or punctuation. Try modifying the link in your browser location bar and see if you can connect (this is especially useful if you detect any spaces in the URL). If the link is determined to be bad, report it to the appropriate staff member (e.g., Fixit, Web Team, etc.).
Floyd (i.e., the EZProxy server) is down Patron is coming from off-campus 

AND/OR

patron says "it just kept grinding away until it timed out"

1. Check using ISP, U modem pool, or forced EZProxy connection.

2. Notify Autosys , which can reset floyd; also copy Shane .  

 

Patron’s account is NOT eligible for access, due to expiration or status
(see Faculty/Staff matrix and/or Student Decision Matrix ).
Library Access field in x.500 directory does NOT say "Twin Cities, General." Be sure to check if patron has second or third account that may be entitled for access. Inform patron of their account status, using InfoPoint templates that are appropriate for the given circumstance.
Patron is using non-proxied link from off campus DNS information in patron's message indicates patron is off-campus

OR

patron mentions connecting from off campus

AND 

you are able to connect to resource through your masked IP

Ask patron "is this the link you are using" and supply proxied link

AND/OR

Describe appropriate path

Patron is using old link (bookmarked) Resource appears to be working fine Ask patron "is this the link you are using" and supply proxied link

AND/OR

Describe appropriate path

Firewall at user's site

NOTE: this should no longer be a problem as we now have configured EZProxy by host-name, rather than by port number. However, we are still monitoring this for possible problems (Jan. 2003).

Patron's DNS information or field in form indicates patron is coming from company site

AND

you are able to connect to resource through your "masked" IP.

Notify patron of possible firewall at their location and provide information on port number requirements (see FAQ record on connectivity problems for text).
Javascript not enabled Footer information indicates patron is using Netscape (can’t turn off in Explorer) Turn off Javascript and see what happens; or use Tools
My campus IP is for sure registered at the vendor, why can't I still get in?
The Reverse DNS field is empty. Check out this URL while sitting at the computer: http://www.lib.umn.edu/articles/env.phtml
If nothing is in the Reverse DNS, or if "umn.edu" is not present, then that is the problem. It probably needs a reverse DNS. IT should be contacted.
Patron reports no problem getting to resource site, but reports inability to download full-text or other peculiar behavior within site; U of M Libraries' subscription does not cover all the resources presented by the vendor (e.g., retrospective coverage offered exceeds U of M's contract) You can download some full-text, but not others offered through the same interface (check this by testing access of different publication years) Verify that this is the cause through MNCAT, the forthcoming Inventory Database, or through Jim Stemper . Then report back to patron.
Subscription/agreement expired If the site presents an explicit "Subscription expired" message. It is likely that this page will have some kind of marker on it identifying you as a user of the U of M. Report this to Jim Stemper and follow-up accordingly.
U of M IP domain ranges need replacing or updating in the vendor's system tables The vendor's site does not recognize your connection as U of M (e.g., you get a vendor ID/PW prompt) and does not allow you to download (without a pay-as-you-go fee) resources that you know we should have under subscription or contract. Confirm our subscription status through MNCAT, the forthcoming Inventory Database, or through Jim Stemper . Then notify Mary Gibney that we suspect an IP registration problem with X vendor.
Proxy information that the patron carries after authenticating is stripped away somewhere in the navigational process.

When you try to replicate the problem using the exact path that the patron used, you get thrown out of Floyd (i.e., the proxy server). How can you tell if you (or a user) gets bumped off of Floyd? Once authenticated via proxy, every URL should contain the character string, "floyd." For example, when accessing Lexis/Nexis via proxy, the base URL will be:

http://80-web.lexis-nexis.com. floyd.lib.umn.edu/universe/

If the URL does not contain "floyd," then the patron is no longer being accommodated by proxy and, therefore, cannot be recognized by the vendor as a entitled U of M user.

Try to identify the specific link that causes the patron to disconnect from FLOYD, and report this information to Shane .
Cookies not enabled Not likely to be a problem for off campus patrons since they can’t get past floyd without cookies.  Turn off your cookies and see what happens, or use Tools
Javascript not enabled footer information indicates patron is using Netscape (can’t turn off in Explorer) Turn off Javascript and see what happens, or use Tools
Patron cannot view or print PDF files (more frequently an issue with e-reserves access) Memory problems on patron’s machine You can view/print files Check to make sure that the patron has the Acrobat Reader plug-in loaded (see Tools for diagnostics). If Reader is present, suggest that patron close all other applications and/or print one page at a time.

 



Technical Assistance Tools

To Determine... Click Here...
  • The remote access privileges of an X.500 U of M Internet account

X.500 DirTools Directory
https://www.umn.edu/login/www.umn.edu/dirtools/managers/readonly

If follow-up or a more in-depth review of an Internet account is needed, contact Matt Bowers. He is our liaison to the Internet Accounts office at accounts@umn.edu or 612-626-8366.

If follow-up or a more in-depth review of a student's registration status is needed, contact the Registrar at 612-625-9050.

  • If a student is registered for a specific class at the University of Minnesota

For E-reserves questions, where we need to verify if a student is in a specific class, go to the UM reports class list site here: https://www.umreports.umn.edu/umreports/CheckBeforeRunReport.aspx?reportid=251

Be sure to login with your enterprise password.

You can then search for the specific class to see the registration list for that course.

  • Whether a student, faculty or staff member's U of M Internet account should or should not be vested with remote access privileges

Faculty/Staff Decision Matrix (Library Privileges via X.500 Directory for Employees and Employment Related Groups, Twin Cities Campus)
http://staff.lib.umn.edu/rcs/dist/ref/FSmatrix.html

Student Decision Matrix (Library Privileges via X.500 Directory for Students, Twin Cities Campus)
http://staff.lib.umn.edu/rcs/dist/ref/infopoint/student-flags.phtml

  • List of U of M IP Addresses

To see a current list of the IP range that the Libraries' IT has provided to our vendors, see this site:
http://wiki.lib.umn.edu/IT/IPAddresses

  • Your IP Address

What is my IP.com
http://whatismyip.com/

  • Your browser type and version
  • If your browser's javascript, java, and cookies are enabled
Browser Configuration Checker http://ti2.ctl.sri.com/tappedin/browserTest.jsp
  • Your browser type and version
  • Your operating system
  • If your browser's java is enabled
  • If your browser has the following plug-ins: Acrobat Reader, Macromedia Flash, Windows Media Player, Real Player, QuickTime Player, Shockwave Player, Adobe SVG Viewer

information technology: browser test
http://infoserv.ou.edu/it/browser/browser.cfm

(Note: download links for all plug-ins listed are provided here)

  • Your browser type and version
  • If your browser's javascript is enabled
  • If your browser accepts cookies (this program actually writes a test cookie to your browser to determine this; then removes it)
WEB Browser Information
http://www.stardust-corp.com/browser.html
  • Your browser's user agent (e.g., Mozilla/4.0)
  • Your browser type and version
  • Your operating system
  • If javascript is enabled/disabled
  • Your javascript version
  • If cookies are enabled/disabled
  • If CSS is enabled/disabled
DanceSpots Network Browser Test
http://www.dancespots.net/browsertest.htm
  • If your browser has has Flash installed and is JavaScript enabled
Test Your Browser for Flash and JavaScript
http://www.jeffmajor.com/richjeff/notes/test.htm

 

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