All requests for assistance should go to:

• The Library Systems Help Desk (Technical Support) at 617-287-5915 [Monday - Friday: 8:00am - 5:00pm]
• Terry MacAskill, Library Network Manager at 617-287-5914 [Monday - Friday: 8:30am - 5:00pm]

They are the ONLY ones who can help you with UMB last name/barcode problems, and they will diagnose and resolve most EZProxy problems or document and pass on problems that require in-depth assistance or configuration changes to the EZProxy administrator.

For help in using the online databases themselves or call the Library Reference Desk at 617-287-5940

Online databases and electronic journals subscribed to by the Healey Library are restricted, by the vendors, for use by UMB 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 UMB users an EZProxy server is used. It performs two primary functions:

• Authenticates users as UMB 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 UMB, 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.

EZProxy should require no configuration on the user's part. The connection to EZProxy is coded into the regular links to databases on the library's web pages. When you click on a link to an online library resource, EZProxy checks whether your computer is on-campus or off.

• If you are on-campus, you will bypass EZProxy and be sent directly to the resource.
• If you are off-campus, you will be required to login with your lastname and barcode, 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.

At this time, the EZProxy server is used only for providing off-campus access to online resources (databases, electronic journals, e-books) subscribed by the Healey Library. Virtually all online library resources are accessible through EZProxy.

Also, the library offers a number of stand-alone CD-ROM resources that must be accessed at a public workstation in a library.

Listings and descriptions of Healey Library electronic resources can be accessed from the home page.

The Library barcode is located on the back of your UMB ID.
If you don't have one, please visit the Circulation Desk on the 2nd floor of the Healey Library.

For more help please call Circulation Desk at (617) 287-5900.

Try accessing a different database. If you still fail to see the login screen, click on this link to access the login page directly. If you cannot successfully login, then (1) your browser might not accept cookies and/or (2) your computer might have a firewall blocking your access.

If you have tried all of the above and nothing works, then we may be experienceing server problems. Please try again in a few minutes or call the Library Systems Help Desk (Technical Support) at 617-287-5915 [Monday - Thursday: 8:00am - 7:00pm, Friday: 8:00am - 4:00pm, Saturday: 11:00am - 4:00pm].

If you have your Library barcode on the back of your UMB ID and are typing it correctly and still can't login, you may wish to check:

• That last name is typed in lower case
• The hyphens are ommited (if you have any in your last name)

All requests for lastname/barcode assistance please visit the Circulation Desk on the 2nd floor of the Healey Library, or call the Circulation Desk (617) 287-5900.

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

Most problems using EZProxy from work need to be resolved with your company's IT staff. Many corporations use firewalls and/or proxy servers for network security reasons.

Secondly, 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.

Talk with your IT staff or pursue solutions by contacting the Help Desk at (617) 287-5915

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.

These problems are often somewhat unique to the individual and usually can be resolved on a case-by-case basis by calling the Help Desk at (617)287-5915.

After EZProxy is used more widely, we will be better able to address specific problems with particular ISPs.

You will get an EZProxy Hostname Error page when you attempt to access content on a computer host that has not yet been set up for use by EZProxy.

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 to the Help Desk at (617) 287-5915.

This problem will be corrected as soon as your notice is received.

Both EZProxy and certain databases send "cookies" when you connect to them, to show, 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 (or Edit Menu/Preferences/Advanced/Scripts & Plugins/in Netscape 6 & 7) 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.

For more assistance, please contact the Help Desk at (617)287-5915.

EZProxy delivers error pages to users for certain common problems. These will usually have the library's 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
• 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 call the Help Desk at (617) 287-5915 to report the problem and get help resolving it.

There are two possibilities: you are accessing a restricted resource or there is some other problem.

A few of the law library's online resources are restricted, by vendors, to users affiliated with the law school. If you access them outside the law school or law library, that is considered "off-campus" for those resources, thus requiring the login to EZProxy. Only affiliated users would be validated through EZProxy - other users would get a Restricted Access error.

For regular resources, EZProxy is set up NOT to be used when users are on computers with on-campus IP addresses (ones that start with 158.121).

You can check the IP address of the computer you are on by going to: http://eresources.lib.umb.edu/ip. If you have an IP address that starts with 158.121, you are on-campus and should not be required to login (if this is not a restricted resource).

Some possible reasons for this:

• You are actually on a dial-up connection instead of campus network connection
• Your location is, for some reason, not on the campus network
• EZProxy has a configuration error

You should record your IP address and contact the Help Desk at (617) 287-5915.

A login screen is an indication of an access error, likely requiring a change in EZProxy's configuration. Please note the name of the resource you were trying to access and contact the Help Desk at (617) 287-5915.

Call the Library Reference Desk at (617) 287-5940 and ask if they are experiencing any problems accessing that particular database. If they report having no problems, then call Library Help Desk at (617)287-5915.

The various database vendors use a variety of programming methods on their database web sites. Some of these methods can make it hard for EZProxy 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 contact the Help Desk at (617) 287-5915.

Please contact the Healey Library Reference Department at (617) 287-5940 for searching and research assistance.