If a student or faculty member sees this error message when trying to remotely connect to library resources, please always refer them directly to the BCTC Help Desk or SPS Help Desk:
This is the only remote access error page that has this yellow box on it and that has this unique message:
ERROR: This account doesn’t include remote access to library services from off-campus.
The user should be instructed to contact the BCTC Help Desk or SPS Help Desk and make sure that they clearly communicate that they are seeing this specific error message (this is essential to solving this problem). The user should be encouraged to share a screenshot of that error page or to copy the text of the unique message on it. The BCTC Help Desk or CUNY SPS Help Desk staff will then in turn reach out to the CUNY CIS help desk for help with this, as this is an issue that needs to be fixed in the CUNYfirst system.
In theory, this error message is one that is only supposed to appear when someone has a CUNY Login but no remote access to library databases (such as an alumni), but it seems that the systems that manage identities in the CUNYfirst system can get out of sync, and students who should have access will sometimes see this message.
If you’re not sure how to handle these situations, feel free to send an email to [email protected] (which Mike, Florencia, and I all monitor).