Access Problem Solving (digprob)
Problem Solving Primer:
Common Problems
UNDER REVISION 090713
- Are there network problems at MIT?
- Are there network or server problems at the Information Provider?
- Has the URL of the eresource changed?
- Is our subscription recognized?
- Authentication: Are MIT's IP ranges recognized?
- Authentication: Is MIT's username / password recognized?
- Proxy server
- Are there special interface requirements to use the product?
1. Are there network problems at MIT?
a. MIT network is down
This is usually obvious if affects the entire campus. If there is a network outage in just one part of campus, it might not be immediately apparent to us as we troubleshoot. Check 3down for reports of known network outages.b. MIT Network is up, but causing a problem
Very rarely, the problem a user is experiencing is caused by MIT's network. Sometimes there is 'packet loss' on the network, which means our information is being sent only erratically. In the rare instance where we suspect a network problem (basically only when everything else is totally ruled out or the provider has evidence of a problem through monitoring the network routing information) we must contact the network support group (3-4435) within IS&T and tell them the provider's theory. It is possible to run tracert or mrt [mike's trace route] at the DOS prompt if a provider wants this information, which shows the route our packets travel across the internet to their server.2. Are there network or server problems at the Information Provider?
Sometimes, the information provider is having a problem with their server or network. This is a rare occurrence these days, and usually they will post a notice on their site explaining that they are having problems. If there is no message, and the site is still unreachable, try calling them on the phone. You could email them, but if there are server or network problems their email might not work either; the phone might give you better/faster results.
3. Has the URL of the eresource changed?
Ejournals (Type=Ejournal in Staff Vera)
The URLs in Staff Vera (URLNative) may differ slightly or greatly from the URLs in SFX, which is what powers Vera MultiSearch. Users will be accessing the URLs from SFX / Vera MultiSearch, or Barton.If the URL has changed to the point that the URL we are using doesn't lead you to the content, change it in Staff Vera, report it to esercat@mit.edu for Barton, and update it in SFX and report it to Ex Libris (if you can't do all this yourself, ask someone on the Ejournals Team for help). Tell the user what the new URL is, and confirm that it works, while you are fixing, or having fixed, our local records.
Databases (Type=Database in Staff Vera)
All metadata about our databases in maintained in Staff Vera, including URLs, and is copied over to SFX each night for display in Vera MultiSearch. Users are seeing information from SFX in Vera MultiSearch, but it is the same as what's in Staff Vera.URLs for databases are sometimes specific to MIT and other times not, but either way the provider may change the URL without warning or without our having noticed the warning. You usually have to call the provider to get the new URL. When you get the new URL, copy the old URL into the Licensed Notes field in the Staff Vera record for reference, put the new URL in the URLNative in the Staff Vera record (this will update SFX for Vera MultiSearch overnight), and notify esercat@mit.edu of the new URL.
4. Is our subscription recognized?
Fairly frequently, our access is intentionally cut off by a provider who believes we have not paid or have not renewed our subscription. Sometimes the error message will make it obvious that this is the case, but sometimes not. Before contacting the provider, check the payment history and be prepared to provide as much detail as you can about our payment. Work with tech support and customer service (however the provider is organized) to reinstate access while the problem is worked out.
5a. Authentication: Are MIT's IP ranges recognized?
Most of our products are controlled by IP address filtering, done at the provider's end. This is noted in the Access Control field in Staff Vera as "IP Address.". (Note that about a dozen ejournals and a few dozen databases use some form of username/password control instead; see below for more information on those eresources.)
If the product works for you but isn't working for the user, get the user's IP address and confirm that the provider has that address/range in their records. Sometimes a provider has left out a particular range. (This problem is characterized by a particular user or building unable to gain access, while the product works fine everywhere else.) This kind of problem sometimes exists from the initial setup of the product, but can also stem from two major IP range changes at MIT. Our IP ranges changed in March 2004 (addition of the Stata Center) and August 2008 (expansion of ranges at Plasma Science Fusion Center).
The most important thing to convey to providers is that we need the class A address to work, and all the other ranges, too. It is always important in discussing IP ranges with a provider to reconfirm the entire list of IP ranges; otherwise they have a tendency to replace the old list with an incomplete new list.
5b. Authentication: Is MIT's username / password recognized?
Some of our products require a username / password combination for authentication. Currently, this is the case for about a dozen ejournals and a few dozen databases. A full explanation of how this authentication method works, and how to troubleshoot when it doesn't work, is available.
[link to page by Rich, when created]
6. Are there special interface requirements to use the product?
AskUs! Technical Help generally will work on these problems, sometimes in consultation with Rich Wenger and other times with Digprob Team members.
If we know that a product has certain requirements we will add a Title Note explaining the requirements (e.g., a certain browser must be used or is preferred; Java must be enabled.; cookies must be enabled; monitor must be set to certain dispaly settings). These Notes should be taken into consideration when working with a user to solve a problem. However, new requirements arise all the time, and our Title Notes may need to be updated. Again, AskUs! Technical Help will resolve these problems, though they may ask Digprob or Vera-data to update records in Staff Vera and/or SFX to convey the information to users.
E-journals vs. databases: Testing
Some problem-solving aspects vary depending on the nature of the resource. Here are some of the different considerations necessary for e-journals vs. databases.
Testing e-journal problems
Spot check access to the full text (i.e., click all the way through to the PDF) for a couple of issues in different years. Depending on the title, you may find that access works for two years ago but isn't working for the current year.
True Packages (e.g., JSTOR, Project Muse, ACM Digital Library, IEEE Explore, etc.) have a single subscription regardless of publisher; compare the problem title with any other title in that interface. Generally speaking, if access to one title in a JSTOR collection doesn't work, none of them will work; the problem will be at the package level rather than the individual title.
Many of our ejournals are bought as individual subscriptions, and access problems will therefore usually be restricted to that one title. However, titles from the same publisher may share a common access problem (again, depending on the publisher). For example, we had a recent problem where 2009 access didn't work for any of our Baywood Publishing titles. Only one title was reported to digprob, but through investigation we realized the problem affected all titles from that publisher.
Testing database problems
For databases, testing access to the site itself is usually adequate, since authentication usually takes place upon initial entry. If fulltext is guaranteed as part of the service, it is indicated by Includes Full Text=Yes. Sometimes searching will work even if full text does not; make sure to check both things before assuming both work.
Coverage: Staff Vera vs. SFX vs. Barton
Sometimes what the user sees for coverage in Vera MultiSearch (powered by SFX), Barton, and Staff Vera differs, leading to confusion about whether or not access is available for that volume or year. As of August 18, 2008, we consider the Coverage data in Staff Vera to be the authority. The Vera / SFX Matching Project for ejournals is essentially complete for Phases I-III, which means that SFX / Vera MultiSearch should be displaying correct holdings. However, Phase IV has yet to begin, and that phase is what will remove coverage from SFX / Vera MultiSearch that shouldn't be there at all.
If you can't update records yourself to resolve a discrepancy, ask someone on the vera-data group to help you.
URLs: Staff Vera vs. SFX vs. Barton
The advent of Vera MultiSearch on August 18, 2008 complicated our URL environment. See About URLs for more discussion of how we are currently managing URLs.