All requests for assistance should go either to the Circulation Desk (817) 531-4800, to the Reference Desk (817) 531-4802, or by email at reference@txwes.edu.

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

For help in using the online databases themselves call the West Library Reference Desk at (817) 531-4802.

Online databases and electronic journals subscribed by the West Library are restricted, by the vendors, for use by main campus Wesleyan students, faculty and staff ONLY.

To provide off-campus access for Wesleyan users, a proxy server is used. It performs two primary functions:

• Authenticates users as Wesleyan 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 Wesleyan, and 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, the online resources accept its IP address.

The service should require no configuration on the user's part. The connection to the proxy server 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, the proxy server checks whether your computer is on-campus or off.

If you are on-campus, you will bypass the proxy server and be sent directly to the resource.

If you are off-campus, you will be required to login with your Wesleyan username and password, 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 proxy server is used only for providing off-campus access to online resources (databases, electronic journals, e-books) subscribed by the West Library. Virtually all online library resources are accessible through the proxy server.

There are a few online resources (notably some of the individual online journals) that have special restrictions imposed by the vendor limiting their use. Also, the library offers a number of stand-alone CD-ROM resources that can be accessed at a public workstation in a library.

Listings and descriptions of West Library's electronic resources can be obtained using the Eresources page.

Free resources bypass the proxy server and send you directly to the site.

Your barcode is your 7-digit Wesleyan Id number found on your campus ID.

Beginning Fall 2005 all Student PINs will be the first three letters of their last name and the last four digits of their Wesleyan ID. Faculty, staff and community users will need to fill out the PIN request form.

Come by the Circulation Desk at The West Library to have your campus ID made.

If you believe you know your barcode and pin and are typing it correctly and still can't login, you may wish to check:

• that CAPS LOCK is not on (barcodes and pins are case-sensitive)
• that you are a current student, faculty or staff of the main campus.

If you are still having problems, call or bring your card to the Reference Desk to have it activated.

Most problems using remote access 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 the West Library's proxy server.

ISPs that use proprietary versions of browsers, such as AOL or Prodigy, MAY cause some problems for West Library's proxy server. 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 Reference Desk at (817) 531-4802.

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 West Library's proxy server.

The proxy server administrator must specify all the domains (i.e., silverplatter.com) and computer hostnames (i.e., spweb.silverplatter.com) for which EZProxy should be used.

Database vendors often change domain names, or pull content from new computer hosts without ever informing libraries. Thus, when a hostname error occurs, the proxy server'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 Reference Desk at (817) 531-4802 (or by email: reference@txwes.edu)

This problem will be corrected as soon as possible.

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 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 Reference Desk at (817) 531-4802.

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. These resources are only available on campus. Contact a reference librarian for further details.

Otherwise, a login screen is an indication of an access error, likely requiring a change in the proxy server's configuration. You should note the name of the resource you were trying to access and contact the Reference Desk at (817) 531-4802.

The various database vendors use a variety of programming methods on their database web sites. Some of these methods can make it hard for the proxy 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:

The proxy server's configuration for the database needs to be adjusted

If these features function when accessing the resource from on-campus (which doesn't use the proxy server), then the proxy server'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 Reference Desk at (817) 531-4802.

This is not an access problem. You can call or stop by the West Library's Reference Desk (817) 531-4801, for assistance in using online resources more effectively.