FAQ MENU
I
can't access library resources from off campus, who do I call for help?
All requests for assistance should
go to a reference desk at one of the libraries or by email at library@austincc.edu.
They will diagnose and resolve most
access problems or document and pass on problems that require in-depth
assistance or configuration changes to the EZProxy administrator.
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Why
do I need to be "authenticated"?
Online databases
and electronic journals subscribed by the ACC Libraries are restricted,
by the vendors, for use by ACC students, faculty and staff ONLY.
Most online
resources control access by your computer's IP address. Anyone coming
from a campus IP address gets access, but users are refused access if they
are coming from elsewhere.
To provide
off-campus access for ACC users a proxy server is used. It performs
two primary functions:
-
Authenticates
users as student, staff or faculty by requiring a login, thus ensuring
compliance with vendor restrictions
-
Serves as an on-campus
intermediary (with a valid IP address) by passing information between off-campus
users and restricted online resources.
Off-campus users
connect to the proxy server, login to verify they are affiliated with ACC,
then the proxy server connects to the resource for them and passes information
back and forth. Since the proxy server is coming from on-campus,
its IP address is accepted by the online resources. [ Menu ]
What
do I have to do?
Authentication
should require no configuration on the user's part. When you
click on a link to an online library resource, our server checks whether
your computer is on-campus or off.
-
If you are on-campus,
you will bypass authentication and be sent directly to the resource.
-
If you are off-campus,
you will be required to login with your Library password, then be sent
to the resource.
If there are problems,
a user may need to make sure the browser can accept
cookies or that the browser is not currently configured to use another
proxy server. [ Menu ]
What
Library resources can I access from off campus?
At this time, the authentication
server is used only for providing off-campus access to online resources
(databases, electronic journals, e-books) subscribed by the ACC libraries.
Almost all online library resources are made accessible to off-campus users
this way.
There are a few online resources
that have special restrictions imposed by the vendor limiting their use
to a particular building or to a particular department. Off-campus
users will not have access to these resources.
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Can
I still use the old Proxy Server?
No. The
old proxy server has been disabled. Your browser would not be able
to contact the previous proxy server, since it no longer exists.
More info about removing
your proxy settings.
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What
should I do if the old Proxy server is still set up (or I have another
proxy server set up by my ISP or company?)
If you had
previously configured your browser(s) to use the old Library proxy server,
you should disable it and/or delete the connection. As long as you
don't enable the settings, they aren't active. EZProxy doesn't require
any browser configuration. More info about removing
your proxy settings.
However, some
corporate, dial-up, cable, or broadband connections may automatically
configure browsers so their own proxy server is used. It's possible
these automatic settings, if they exist, could interfere with the use of
EZProxy.
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I
don't know my Library password. How do I find out what it is?
Your ACC ID number is your password.
It is usually found above your name on your ACC Student Identification
Card. (You can get your ACC ID card from Admissions.
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My
name and password don't work when I login.
If you believe you know your password
(ACC ID#) and are typing it correctly and still can't login, you may wish
to check:
-
You are NOT adding extra information
when typing your name. Only your last name is required.
-
If you are still having problems, please
call one of the numbers below:
-
CYP (223-2030), EVC (223-5109), NRG
(223-4744), PIN (223-8113), RGC (223-3068), RVS (223-6005).
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Things
don't function right when I connect from my place of work.
EZProxy's method
of proxying should minimize these problems, and provide greater options
for correction.
Most problems
using EZProxy from work need to resolved with your company's IT staff.
Many corporations use firewalls and/or proxy servers for network security
reasons.
Some companies
have employee's browsers configured to use their own proxy server (or not
enable acceptance of cookies, or some other security setting) that may
interfere with EZProxy's functioning.
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Things
don't function right with my Internet Service Provider (AOL, Prodigy, etc.)
ISPs that use
proprietary versions of browsers, such as AOL or Prodigy, MAY cause
some problems for EZProxy. A simple workaround is to connect to the
provider, minimize your session and use your own copy of Netscape or Internet
Explorer for web surfing instead of their browser.
Another common
problem is that during set up of dial-up, cable, or broadband connections,
certain browser settings get configured according to THEIR preferences.
If you need more assistance, try
our trouble-shooting guide.
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I
got an Hostname error. What do I do?
You will get an Hostname Error page
when you attempt to access a database that has not yet been set up for
use by EZProxy.
The EZProxy administrator must specify
all the domains (i.e., silverplatter.com) and computer hostnames (i.e.,
spweb.silverplatter.com) for which EZProxy should be used. In this
case, all the online library resources.
Database vendors often change domain
names, or pull content from new computer hosts without ever informing libraries.
Thus, when a hostname error occurs, EZProxy's configuration must be updated
to include the new host for proxying.
To expedite correction of this error,
please note:
-
the name of the resource you were trying
to access
-
the computer hostname line listed on
the error page
and report it by email: library@austincc.edu
This problem will be corrected as
soon as possible after your notice is received. [ Menu ]
I
got a Cookie Error. What do I do?
Both EZProxy and certain databases
send "cookies" when you connect to them to verify, during your session,
that you are an authorized user.
Your browser reported an error receiving
a "cookie" and MAY be currently set to disallow cookies.
-
In Netscape, check: Edit Menu/Preferences/Advanced
and make sure cookies are not disallowed.
-
In Internet Explorer, check: Tools
Menu/Internet Options/Security Tab/ and make sure your security
level is medium (or above) or, if you have a custom level, that cookies
are not disabled.
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Why
did I get a "404 Error" (File Not Found) page or a "Server not Found or
DNS Error" page?
EZProxy delivers
error pages to users for certain common problems. These will usually
have the libraries' header and information relevant to explaining the problem
and solution.
There are a
variety of common errors that occur during general surfing of the Internet.
When they occur, the web server (or web browser) sends an error page for
you to view - usually without a lot of explanation. These may or
may not be related to EZProxy. Two common Internet errors are:
-
404 Errors (Page not Found)
-
"Server not Found
or DNS Error"
Users may get these errors for a variety
of reasons.
-
An incorrect URL, outdated link or a
missing page
-
Attempting to use the old Library Proxy
Server (or a company or ISP's proxy server) to access resources set up
to use EZProxy
-
Some aspect of your network is down
or very busy
Whenever you get an error page, especially
one that doesn't come from EZProxy, it is important you note what the error
page says, the URL you were trying to access (and from where) and other
relevant information.
Then email: library@austincc.edu,
to report the problem and get help resolving it. [ Menu ]
Why
did I get prompted to login to login while on-campus?
There are two
possibilities: you are trying to access a restricted resource or
there is some other problem.
Try your off-campus
login information. That will work for resources that we have been
asked to authenticate. Normally, you should not have to do this because
for regular resources, EZProxy is set up NOT to be used when users are
on computers with on-campus IP addresses.
If this does
not work, please note which resource for which you receive a login prompt.
Then
email: library@austincc.edu,
to report the problem and get help resolving it.
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I
get through Library authentication, but the database wants me to login
too.
There are two possibilities:
an error or a password-protected resource.
Almost all
online resources validate users by their IP address. Occasionally,
a vendor (e.g., Austin American Statesman Archives) requires usernames
and passwords. You must use these resources in a campus library.
Otherwise,
a login screen is an indication of an access error, perhaps requiring a
change in our server's configuration. You should note the name of
the resource you were trying to access and call a reference
desk at one of the libraries or report the problem by email: library@austincc.edu.
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Why
don't certain features or links in the database seem to function when I'm
using EZProxy?
The various database vendors use
a variety of programming methods on their database web sites. Some
of these methods can make it hard for our server to keep passing information
between you and the site. If certain links or other aspects of the
site aren't functioning, there are a few primary possibilities:
-
EZProxy's configuration for the database
needs to be adjusted
If these features function when
accessing the resource from on-campus (which doesn't use EZProxy), then
EZProxy's configuration may have to be adjusted to adapt to the database's
particular method
-
Problem is with vendor's site
Like any information technology,
there are often problems on the vendor's end that lead to problems with
the database. These problems are generally resolved fairly quickly
once the vendor is aware of them.
-
Problem is with your browser's ability
to handle site's programming
Problems could also be due to your
browser not working with the programming they use (Java or JavaScript,
Active Server pages, etc.) You browser's settings might be preventing
certain functionality, or, sometimes, an error occurs in the browser that
can't be resolved until you reboot your computer.
-
Certain content or features are not
part of the library's subscription
In a few databases, the library's
subscription does not provide access to all features or content on a site.
In this case, you may get an error message or login screen - though it
may also be that what appear to be links to those features are simply not
active.
As always, you
should note the name of the resource and the features you were trying to
access and call a reference
desk at one of the libraries or email: library@austincc.edu.
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I
need help using an online database.
This is not an access problem. You can call a library reference desk
for assistance in using online resources more effectively.
CYP (223-2037), EVC (223-5109),
NRG (223-4744), PIN (223-8113), RGC (223-3068), RVS (223-6005)
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