RMRIUG Summer Workshop                                              Stephanie Evers

July 20, 2001                                                                          Arapahoe Library District __severs@ald.lib.co.us

 

 

Checklist of Questions to Ask Patrons when Troubleshooting

Remote Access to our Reference Databases

        

 

 

 

 

 

 

 

 

Start with question #1 and as the patron answers, continue down through the list.  Points marked with bullets are possible solutions to the problem. If one of the bulleted points is a possible solution for the patron, have them try it, then call back if they continue to experience problems. 

 

1.                  Is your Internet service currently working?  (Are they able to go to other web sites, check e-mail, etc.) 

 

2.                  Have you done the set-up in your browser?  

                   In order to access our databases from home, patrons must first follow the instructions on our web site and do some set up in their browser.  They must only do this set-up once and then as long as they don=t change it, or re-load their browser, the settings will stay there and they can then access our databases without re-doing the set-up.  The directions can be found by clicking on the Ahere@ at the top of the page that lists all our databases where it says APlease note that in order to use databases from home, some setup in your browser is required.  For instructions on how to do this, click here.@ 

 

3.                  What browser are you using and on what kind of computer?  (Are they using Netscape 4.7, Microsoft Explorer 5.5, and are they using a PC or a Macintosh)

                   If a patron is using Microsoft Explorer 5.5, and it was not recently loaded on their PC, they may need to download a service pack.  The URL for getting this service pack information is:

http://support.microsoft.com/support/kb/articles/Q276/3/69.ASP

                   If a patron is using Netscape version 6.0, there are numerous problems people have experienced with trying to access reference databases from home with this version of Netscape, and we suggest patrons use an older version of Netscape for the time being. 

                   Sometimes it seems to help if you have a patron close and then re-open the Microsoft Internet Explorer browser after they have entered the proxy settings. 

                   If a patron is using AOL, they will need to minimize their AOL browser and use Netscape.  Remote access to our reference databases will not work with the AOL browser. 

 

 

                   Because of problems with Microsoft Internet Explorer (IE) not working well with AOL, have a patron try Netscape if they cannot get IE to work and they are an AOL customer. 

                   If a patron is trying to use Microsoft Internet Explorer on a Macintosh, they will be unable to access our databases from home.  They will need to use Netscape. 

 

4.                  Who are you using as your Internet Service Provider (ISP)?  (How do they access the Internet? Through a cable modem, or are they at work?)

                   If a patron is trying to access our reference databases from work, have them check about the existence of a firewall.  Often proxy settings will not work with a company=s firewall configuration. 

                   If a patron is using an ISP that provided them with a scaled down version of a browser, have them install a full version of either Netscape or Internet Explorer.  One question you can ask to help find this out is, AWho installed your browser?@  If the ISP installed it when setting up internet access for the patron, that is a clue that it might not be a full version of a browser. 

                   If a patron is using a cable modem through a cable company (like AT&T), and the cable company did all the set-up on the patron=s PC, there is an increased possibility that they do not have a full browser version loaded.

                   If using a free ISP, like NetZero, there is conflicting information on whether patrons can access our databases from home.  It seems that NetZero version 3.0.4 does work with proxy server settings.  Other free ISPs, like Lycos or @Home evidently have problems with our proxy settings and so patrons with these services may be unable to access our licensed databases from home. 

 

5.                  Did you used to be able to access our reference databases from home?  (Get specifics on which database they are trying to access today, and which database they were able to access before). 

                   If they say yes to this one, you may also want to ask, Have you or anyone else changed anything on your computer since the time you were last able to access one of our databases?  (Prompt them for any new software they have loaded, whether it is a newly acquired PC, or a new browser or ISP they may be using). 

 

6.         Are you getting the screen that says at the top, AA password is required to use the library proxy server to access this site?@ You are then asked for your name and a library card number. 

                   If the patron is not getting this screen, they may be getting a screen that asks for a username and password or a library card number and password.  This means they are not getting the verification screen from our Innovative server, and this indicates that they have not set up their browser correctly (see #8 below). 

                   If the patron is getting this screen, but is still not able to access our databases, check and make sure that they have a record in our database, and that it is not blocked in any way.

 

 

                   If the patron has AOL as their ISP and is using Microsoft Internet Explorer (IE), they may need to use Netscape instead.  If you have tried everything, double-checked for typos in the proxy address, etc., this may the only solution to the problem. 

 

7.                  Are you getting any error messages and what are they?

                   If a patron=s record is blocked, they should get an error message telling them to contact the library. 

                   If the database is one that only has a certain number of licenses, patrons should get a message indicating that all licenses are currently in use.             

                   If the patron gets a 404 URL Not Found, or similar message, this could mean the database is experiencing technical difficulties.  If this is the case, you should also be experiencing problems from within the library.  If such a problem persists with a particular database, contact Stephanie Evers or Pat Stockbridge in Computer Services. 

 

8.                  Have you done the set-up in your browser correctly? 

                   Have them double-check the proxy server configuration in their browser settings.  They need to check the colon and make sure it is not a semi-colon and that the slashes are going the right way.  The proxy information cannot be entered in all caps, nor should there be any extra spaces.  The proxy server address in their settings should look like this:  http://aspen.jefferson.lib.co.us:8080/proxy.pac

 

9.                  Have you or anyone else changed the settings in your browser? 

                   Browser settings must be set at their defaults as the default allows for cookies and Java script which some of our databases require.  In Netscape if you highlight AAdvanced@ once you are in Netscape Preferences, there are the options for enabling Java and accepting cookies.  All the Java enabled ones should be checked and Accept All Cookies should be checked. 

                   If, for some reason, their ISP requires a proxy server to begin with, minimize that session of the browser (do not close it), and open a new session and then configure the proxy settings. 

 

10.       If you have gone through all of these questions and possible solutions and the patron is still unable to access our databases from home, fill out the patron=s answers to the above questions on this form, along with any other things you and the patron might have tried, and turn it in to Stephanie Evers or Pat Stockbridge in Computer Services.  Include the patron=s name and phone number and we will get in touch with the patron and try to solve the problem.