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Remote Library Access Problems/Proxy Server

From Support Wiki

The Library Proxy Server provides remote access to library subscription resources. To use the server you must have a valid Graduate Center Computing Account.

Remote Access Problems for Library Users

The library uses a proxy server at http://ezproxy.gc.cuny.edu/ to provide users remote access to library databases when they are working outside of the GC building. This service allows users to access our subscription databases through any web browser. Many library users use our databases outside of the GC campus. These users include many Faculty members whose primary offices are located at other CUNY campuses.

General Requirements/Comments

• Users must posses a valid and active Graduate Center Computing Account to use this service.
• Please note the users graduate center username so that any error messages associated with it can be found on the proxy server log.
• General documentation for the service can be found at: http://library.gc.cuny.edu/databases/remote.html.
• There is one library database, Scifinder scholar, that users must use citrix to access since it does not run within a web browser. Please refer users to the Scifinder documentation on the library website at: http://library.gc.cuny.edu/research/scifinder.html
• Please do not recommend the use of VPN to users. We consider this a legacy service and don’t want to get any new users using it.

Questions to Ask Off-Campus Library Users

• Is the user linking to the database they want from the library databases page at http://library.gc.cuny.edu/index.html#databases?
  • If no, please tell the user to try to access the service they want from the databases page, this will force them to use the proxy server.
• Are you able to see the library proxy login screen?
  • If no, the proxy server may be down or otherwise malfunctioning, contact the systems librarian.
• Are you supplying your Graduate Center Computing Account Username and Password to the Proxy Server?
  • If no, please advise the user that they need to activate this account, it is likely that this is the first time they’ve heard of it.
  • If yes and they receive a failed login message, ask the user:
    • Have you used your password in the last 180 days?
      • If no, please advise the password has likely been locked because it has not been change recently. Please advise the user of the current password reset procedure.
    • Have you forgotten your password?
      • If yes, please advise the user of the current recommended password for recovering a lost password.
    • Are you currently enrolled or employed at the Graduate Center?
      • If no, please advise the user that the service is only for current enrolled students or employed staff, it is likely there account has become inactive.
    • Could you have saved an incorrect or expired password for the proxy server in browsers saved passwords feature?
      • If yes, please tell the user to delete the saved password for the proxy and try to login again after doing so.
• Are you able to get to the start screen of the database you want?
  • If yes and the user is still have problems please tell transfer them to the library reference desk for assistance if open. Otherwise please tell them to send an email to the library stating: (1) The name of the database they had problems with and (2) the search string they attempted to use if they can remember.
  • If no, the user likely will have received a proxy server error message, please tell them to email the text this error message to the systems librarian at kreiss@gc.cuny.edu so that the resources proxy configuration can be checked and correncted.
• Are you having trouble using the “Find-it at CUNY Menu” or with the library’s ILLiad Interlibrary Loan Service?
  • If yes, please advise the user to call the systems librarian at (212) 817-7074 during business or to send an email to kreiss@gc.cuny.edu describing the problem in detail. Please advise them to include as much information as possible including: (1) the name of the database they were working with (2) the Citation of the material they were trying to access, (3) the query they were running at the time of problem, and (4) the text of any error messages they may have received.

--KReiss 10:14, 12 September 2007 (EDT)