We’ve lost remote access to Factiva due to some unknown technical problem (the vendor, ProQuest, thinks it may either be an issue that our campus IT can help diagnose or that OCLC, the vendor for EZproxy, can figure out).
On campus access to Factiva is working fine, though. I’ll update this blog when we figure out a fix.
All JSTOR customers are having problems accessing content today. See the JSTOR Support account on Twitter for updates.
If someone is reporting that they can’t log in to something, it’s essential to know precisely which system they are having trouble with before you offer any advice. The best strategy is to ask the patron to describe the login screen that they can’t get past. Get the patron to give you answers to one or more of these questions:
What is the web address of the login page that you can’t get past?
If it begins with…
- https://libsearch.cuny.edu, then that person is trying to log into their library account via the library catalog (see screenshot at bottom of this post)
- https://cuny-pds-lb.hosted.exlibrisgroup.com or with https://onesearch.cuny.edu, then that person is trying to log into their library account via OneSearch (see screenshot at bottom of this post)
- http://remote.baruch.cuny.edu, then that person is trying to log into a database or some other licensed resource (see screenshot at bottom of this post)
- words that sound like some database we subscribe to, then they may be trying to access content we haven’t subscribed to or they may be off campus trying go directly to a database instead of going via our links on the library website
- http://guides.newman.baruch.cuny.edu/er, then that person is trying to log into a course page in the e-reserves system (see screenshot at bottom of this post)
Can you describe the login page? What words do you see on it?
- Some patrons won’t be able to provide you with the web address of the login page, so a good strategy to try next is to ask them to describe as much of the page as they can
- If the patron says the page mentions a “library ID #” or “barcode” then it is likely they are trying to log into their library account via the library catalog or OneSearch (see screenshots at bottom of this post)
- If the patron says the page has the “Baruch College” logo on it and asks for a “Baruch Username” and “Baruch Password,” then they are on our remote access page (see screenshot at bottom of this post)
- If the patron says the page has the course number and course name and is asking for a “course password,” then they are in the e-reserves system trying to log into a course page. (see screenshot at bottom of this post)
In another blog post, I’ll outline what advice to offer based on what system is a problem for the patron.
Screenshots of login pages
Remote Access (also known as EZproxy and the proxy server)
E-Reserves Course Page in the LibGuides System
Date and Time
Saturday, 20 January 2018, 1 pm – 7 pm.
This downtime had previously been announced for January 27-28 but was moved to January 20.
Affected Services and Resources
- All databases on the ProQuest platform
The November 2017 update of the Primo software has fixed the problem we were seeing with searches run in OneSearch by users in the Firefox browser (see this October 6 blog post for details).
Users from off campus can now connect to S&P NetAdvantage again. As I had suspected, the settings from S&P had changed with no notification from them and required me to tinker with the settings in our EZproxy server.
If you’re off campus and try to connect to S&P NetAdvantage, you’ll see our login screen first and then after entering your credentials will see this one from S&P, which we should never be seeing and which off campus users won’t be able to get past:
On campus access is fine. It is likely that S&P once again was fiddling around on the back end of their systems and failed to realize that they’d be breaking remote access for academic customers that use EZproxy software (and that’s most of us colleges and universities) to manage off campus access. I’ll have to fiddle around with the settings in EZproxy for this database to see if I can restore remote access. Look for an update here when that fix is made.
Ex Libris fixed a problem that was plaguing the last release of the Primo software that prevented real-time availability of books being displayed in item records if those books were held in other libraries in your consortium. Now, if you click through to the record for a book, you should see up-to-date status info for Baruch’s copy and other CUNY libraries that also have that book.
Sample item record in OneSearch for a book (Here Comes Everybody by Clay Shirky)
It looks like ProQuest sorted out whatever problems were behind the crazy display issues we were seeing yesterday.
A number of libraries are reporting the same problem we’re seeing now in ProQuest databases: the interface is missing all sorts of design elements and looks to be non-functional. I’ve left a message with ProQuest support to find out what’s going on. It’s likely the problem will get sorted out in a matter of hours or less.