Note: ACC Library Services uses an authentication system called EZProxy.

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.

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.

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 ACCeID, 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.

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.

What should I do if I have a proxy server set up by my ISP or company?

EZProxy doesn't require any browser configuration. If you do have proxy server setting configured on you browser, you can find 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. Consult your company or ISP for further information. See also the section below concerning computers at your place of work.

I don't know my Library password. How do I find out what it is?

You login with your ACCeID and create your own password. If you have fogotten your password you can gothrough an online area called ACCeID Manager.

My username and password don't work when I login.

If you believe you know your password and are typing it correctly and still can't login, you may wish to ...

• Change your password through an online area called ACCeID Manager.
• If you are still having problems, please call the ACC Helpdesk at 223-HELP.

Things don't function right when I connect from my place of work, a high school, or at home. (Firewall Issues)

EZProxy's method of proxying should minimize these problems, and provide greater options for correction.

Most problems using EZProxy from work or high schools need to resolved with the company or high school 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.

(Firewall issues)
If you are behind a personal, school or corporate firewall, your access to the databases may be blocked. For example, you may get a Page cannot be displayed or File cannot be found message when you click on a database link.

If you are at home:
If you are at home, try turning off your personal firewall temporarily and see if you can then access the library databases. Check your computer's help documentation to see if there are settings you can adjust to allow access.

If you are at work or school:
Contact your network administrator to find out if there is a firewall preventing your access to the library databases and ask if access can be allowed.

Things don't function right with my Internet Service Provider.

ISPs that use proprietary versions of browsers MAY cause some problems for EZProxy. A simple workaround is to connect to the provider, minimize your session and use your own copy of Firefox 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.

I got a Hostname Error. What do I do?

You will get a 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., ebscohost.com) and computer hostnames (i.e., proquest.umi.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.

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 Microsoft Internet Explorer, it is located under
  Tools > Internet Options > Privacy > Settings > select Medium or High
  
  
• In Firefox, this feature is located under
  Tools > Options > Privacy & Security.
  
  
• If you are using a browser other than these, please check your browser's "help" for instructions.
  
  
• If you have configured your browser not to accept any cookies, you must change your configuration to accept the cookie from our server. The cookie does not record any personal information about you

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.

Why did I get prompted 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, such as some of our ebooks. 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.

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 requires usernames and passwords. Or, in rare instances, authenication just doesn't work for a particular database. Any such restrictions will be noted on the A-Z List of Databases. 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.

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.

Why did my Patron Account get suspended?

This can happen in two different ways: The supplier of the database can cut your account off and the server that verifies that you are a current student or employee can do the same.

This often occurs if you exceed the download limit for a particular electronic resource or if the server notes that you are exceeding the download limit for a particlar period of time. Simply viewing full-text information is counted as a download in most resource supplier systems. You do not have to actually download to your computer or portable media.

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.

Why did I get locked out?

This happens most frequently when a typo occurs while the user is trying to login using their ACCeID and password. If a person enters the wrong information several times it locks out the account for 24 hours.

See the FAQ on usernames and passwords.

You can try again later or call a reference desk at one of the libraries or report the problem by email: library@austincc.edu.

I need help using an online database.

You can call a library reference desk for assistance in using online resources more effectively. Find phone numbers.