Informaworld / Taylor & Francis inaccessible

Problem: We were experiencing intermittant outages of service. Sometimes the Informaworld site returned a 403 error and others it indicated that there is an upstream server error. This happened frequently 3/31 morning and was also reported once the previous evening.

Assigned to:
Priority:
Status: resolved

Troubleshooting notes:
2010/4/13 - Received email from tech support. Saying in part "Unfortunatley at the time you logged this email we were having technical difficulties. These have now been resolved.". Access is restored.
2010/3/31 - Called Inf. for confirmation and told to report problem via email. Did so, no answer.
2010/3/31 - Suspected Informaworld was having server problems.

SciFinder Scholar

Problem: Some users have reported to IFV that they can't sign in to SciFinder Scholar. IFV also cannot sign in, but I can. An error message "we have encountered an error and must close" comes up, and then the window closes. After that, they can't sign in because they get this message: Scifinder can only be active in one window or tab, and you are already signed in."

Assigned to: ej
Priority: high
Status: in progress

Troubleshooting notes:
04/02/10 We tried signing in on several computers. My computer (IE 8) allows sign in. Tried at a reference computer (IE7) and we were able to sign in. I reported this to CAS, and they are researching the problem. They thought it might be related to a new release that they put out on Monday. ej

AtoZ Maps Online

Problem: faculty member reported no access. We are prompted to login.

Assigned to:
Priority:
Status: resolved

Troubleshooting notes:
3/8/10 resolved back in January. ej
1/28/10 emailed the rep at World Trade Press. Tech help will contact me. EJ

Personal perspectives. World War I

Problem:
The link in the Skyline record to this netlibrary book was giving an error message. http://skyline.cudenver.edu/record=b2334096~S0
Assigned to:
Priority: medium
Status: resolved

Troubleshooting notes:
9/4/09 The URL was incorrect--it had a little extra piece of the proxy wrap inserted in the address. Changed it to the correct URL in III. ej

Web of Science

Problem:
Intermittent access to Web of Science.
Assigned to:
Priority: high
Status: resolved

Troubleshooting notes:
6/22/09 Access to Web of Science comes and goes. Spoke to tech support at ISI, and others have reported this also. ISI is trying to identify the problem, and will let me know when it is resolved. ej
6/22/09 Heard back from ISI. They rebooted one of their servers, and the problem should be resolved. ej

CQ Researcher

Problem: no access to our archival access years (1923-1990) for CQ Researcher
http://skyline.cudenver.edu/record=b2069802

Assigned to: ej
Priority: high
Status: resolved

Troubleshooting notes:
4/8/09 CQ inadvertently turned off our archival access. Spoke to our rep and he turned it back on. ej

ARBAonline

Problem: no online access to this resource. http://skyline.cudenver.edu/record=b2403972
Reported on bugzilla: http://bugzilla.auraria.edu/show_bug.cgi?id=650

Assigned to: dp
Priority: high
Status: in progress

Troubleshooting notes:
04/08/09 I think this is a payment problem? As far as I can tell, this is the last payment we made: 12-17-2007 11-12-2007 3804098 $350.00 21505 001 2008 (III o1778225) ej

Against the Grain

Problem: we have print+online access to this title, but no online access or bib record in skyline.

Assigned to:
Priority:
Status: resolved

Troubleshooting notes:
5/12/09 Publisher says: "The online ATG is now totally open. NOT ALL THE CONTENT is online, just brief parts of it." We will not add an online Skyline record for this, since it is only partially online. ej
4/6/09 this is a journal without ip address access. Access is via username & password. Requested assistance from Ebsco to help us get the username and password set up. When that is accomplished, will add it to Serials Solutions and request a password-protected page. EJ

Development (1477-9129)

Problem:
We don't have online access to current issues (2009). This was ordered through EBSCO. We will order direct through Nature/Palgrave via CLERT next year.

Assigned to: DZ
Priority: high
Status: in progress

Troubleshooting notes:
Email sent to EBSCO w/ a Snagit picture of what I see. Screen says we do not have a current subscription.

Abstracts in Anthropology

Problem: no online access to this title. http://skyline.cudenver.edu/record=b2101425. Think it is a subscription problem.

Assigned to: dz
Priority: high
Status: in progress

Troubleshooting notes:

Proteus effect

Problem: We don't have access to this e-book: http://skyline.cudenver.edu/record=b2017303
vg, could you remove the bib record?
Assigned to:
Priority: medium
Status: resolved

Troubleshooting notes:
2/27/09 vg removed bib record. EJ

Cancer epidemiology biomarkers & prevention

Problem:
The link to American Association for Cancer Research doesn't work. When I take off the proxy, I get to the website and I get ft access.
http://skyline.cudenver.edu/record=b2044740.


Assigned to: gb
Priority: medium
Status: in progress

Troubleshooting notes:
2/5/09 Is it in the WAM table? Linking form sent on 1/19/09. We get five journals from this association courtesy of HSC Library. EJ

Nursing Times

Problem: The EBSCO EJS title asks for a email address not a username. Receive the error message: "Your login details were not recognised. Please try again."
http://skyline.cudenver.edu/record=b2082234

Assigned to: EJ
Priority: High
Status: in progress

Troubleshooting notes:

World Aerospace Database

Problem:
No online access.

Assigned to:
Priority:
Status: resolved

Troubleshooting notes:
3/8/10 this database has been cancelled. ej
I called about our lack of access to World Aerospace Database (1-866-857-0148)and spoke to P. She said our access was not set up (strange because I think we have had access on & off). There is no IP authentication. Our user ID is: xx (I could not change this). Our password is: xx. Does this need to go on the passworded page? It does not go through Ebsco EJS & therefore I cannot put our username & password anywhere for the public to see. Please give 48 hours before access is available.

CSA databases off line

Problem: CSA databases are unavailable. The site is responding "CSA Illumina is temporarily unavailable. We regret the inconvenience; please try again shortly. ".

Status: resolved
Troubleshooting notes:
9/20/08 Access restored by this am
9/19/08 Expect a quick return, so check again later to see if have returned. If not we'll need to call CSA. Hopefully access won't require a reboot of III.

Medline/Web of Science

Problem: No access to Thomson Medline and Web of Science.

Assigned to: gb
Priority: high
Status: in progress

Troubleshooting notes:
9/9/08 When I take the proxy wrapper off the url for either Medline or WofS, I can get access. I'm wondering if there is a WAM entry problem. Here's the ADI page: http://library.auraria.edu/apps/databasesindexes/dbaseindex.php?keyword=web+of+science&search=Go&search_type=Title EJ

Current Biology - Cell Press

Problem: When I click on the Current Biology -- Cell Press link in http://skyline.cudenver.edu/record=b2046587, I get a message that says, "You are not authorized to view this page."

Assigned to:
Priority: High
Status: resolved

Troubleshooting notes:
2/12/09 All 15 of our Cell Press titles are now hosted on ScienceDirect, so am untracking them in SerSol under Cell Press, and tracking them under Science Direct. The SD links work well. ej
9/5/8 - This title's current url is not in the wam forward table, I am forwarding this post to PT to add *. current-biology.com to the forward table for the journal Current Biology from Cell Press. GB

CSA databases

Problem: 6/5/08 WAT reported no access to any of the CSA databases from 6 pm to closing. CSA error messages show variously: "Login Error failed" "Unable to discover any databases, "An error has been encountered. Error: login failed, and also a login page comes up. WAT phoned the problem into Systems.

Assigned to: EJ
Priority: high
Status: resolved

Summary of solution: 6/6/08 When EJ tried databases in the morning, access was restored.

Troubleshooting notes:
6/6/08 EJ assume the problem was on CSA's end, as no Auraria contact was made to CSA last night, and all was well in the morning.

CSA databases

Problem: No access to CSA databases on April 20, and April 28. Reported by WAT.

Assigned to: ej
Priority: medium
Status: resolved

Summary of solution: 5/5/08 EJ contacted our CSA rep, who forwarded the problem to tech support. According to the tech person, the latest downtime we experienced was due to a CSA server problem (from the tech person's email):
"There was an unexpected problem with one of our servers (md1.csa.com). Based on the error messages you sent, that was the cause of the problem you experienced.
"Can't connect to MySQL server on 'md1.csa.com'"
The server was fixed late morning. All servers are working fine now."

Troubleshooting notes:
4/29/08 EJ emailed Jeremy Zahrte, our rep at Proquest (owns CSA now).:
Hi Jeremy--In the past couple of weeks, we have had reports from Reference librarians of loss of access to the CSA databases.
These are the specific dates and times that loss of access were reported: Sunday, April 20 (afternoon) and Monday, April 28 (8:30ish mdt).

We're wondering if there has been systemwide problems or if it's just us.
(I included WAT's error messages in the email EJ)