Troubleshooting eResources

How to solve common problems with accessing library resources online

Begin in the Right Place

Make sure you are accessing the resource using the library web site . If you are off campus and try to connect to resources directly you will not be routed to the proxy server and access will be denied. So don't do a google search for JSTOR and use that.

You should see this screen when off-site so you can log in:

screenshot of MCLA portal page

Off-Campus Problems

Firewall and security software may prevent access. If you get a message that the connection has been refused, or you see a “Page Not Found” error, your computer's security is the likely explanation.  Off campus, try temporarily disabling security software such as Norton Internet Security, Norton Personal Firewall, Symantec Desktop Firewall,etc.  If you gain access to the databases when the security is turned off, you have found the problem. Adjust your security settings to allow access to the proxy server and turn your security back on.

Try these tips:

Understand Windows firewall settings

Open a port in Windows Firewall

Firewall settings in Mac OSX Lion

Norton Antivirus tech support

McAfee Antivirus tech support

Note:  If you are on a work computer, you may need to contact your company's help desk or IT staff to see if the firewall can be adjusted to allow you to access the library's proxy server.

If you need assistance troubleshooting firewall issues, please report the problem and we will get back to you as quickly as possible.

 

Pop-up blockers may interfere with the login screen. Turn off your pop-up blocker and click on the database again.

 

Delete any old cookies and start fresh.  See the clearing cache tab for instructions.

 

Cookies must be enabled.   See the clearing cache tab for instructions.

 

You need to enable Java and JavaScript.  Java is a programming language and computing platform. There are lots of applications and websites that will not work unless you have Java installed, and more are created every day. Java is fast, secure, and reliable.   The newest version is available at Java.com. The latest Java version contains important enhancements to improve performance, stability and security of the Java applications that run on your machine.  Do you have your JavaScript enabled?

JavaScript needs to be enabled for the library's proxy system to work.  Be sure that JavaScript is turned on in your browser:

Internet Explorer: Click on TOOLS>INTERNET OPTIONS>SECURITY>CUSTOM LEVEL>Scroll down to SCRIPTING>Select ENABLE for all
Firefox: Click on TOOLS>OPTIONS>CONTENT(Click on icon)>Select ENABLE JAVASCRIPT
Safari:  Click on SETTINGS>PREFERENCES>SECURITY>ENABLE JAVASCRIPT
Chrome: Click on the menu ICON (to right of address bar)>SETTINGS>SHOW ADVANCED SETTINGS(if not shown)>PRIVACY>CONTENT SETTINGS>Select ALLOW ALL SITES TO RUN JAVASCRIPT