Trouble Accessing Full-Text from UAB Libraries: Troubleshooting EZProxy & Access Problems: For Library Staff

Electronic Resources Problem Reporting Portal
(Password required)

Troubleshooting Flowchart
(Document for public services staff)

Questions you can ask library users to help troubleshoot access problems:

Note: Many of the questions below use linking to Marshall, M. (2018). Meg the shark lives again. New Scientist, 239(3191), 43. https://doi.org/10.1016/S0262-4079(18)31486-6 as an example article

1. What happens when you click on this link? http://uab.idm.oclc.org/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=rzh&AN=131255065&site=ehost-live
2. What happens when you click on this link? http://uab.idm.oclc.org/login?url=http://dx.doi.org/10.1016/S0262-4079(18)31486-6
3. What happens when you click on this link? https://uab.primo.exlibrisgroup.com/view/action/uresolver.do?operation=resolveService&package_service_id=6910632090003176&institutionId=3176&customerId=3175
4. What happens if you start at https://library.uab.edu/ and do a search in the library catalog for Meg the Shark Lives Again? Can you access full text?
5. What happens if you are logged into BlazerNet BEFORE trying to access a full text article or another library resource?
6. What happens if you log outof BlazerNet and then try to access a full text article or another library resource?
7. What operating system and browser are you using? Do you have a different experience if you use a different browser?
8. What happens if you try to access the same resource from another device (phone, tablet, laptop, etc.)?
9. What happens if you try to access the same resource using a different means of connecting to the Internet (e.g. cellular data versus wifi)?
10. If you're seeing an error message, what does it say?

When troubleshooting:

1. Find out exactly what the library patron is trying to access. (Is it a specific database? A specific article in a search results screen?)
2. Find out exactly HOW the library patron is trying to access it. (Did she come through our homepage? PRIMO search? direct link?)
3. Can YOU get to the resource if you try going to it the same way?
4. If so, what is different about what you and the user reporting the problem are doing/working with? Is she off campus? On a wireless network, and, if so, which one? Using a different browser than you are? Being asked to log in?
5. Is there another way to get to the item the patron is trying to access? For example, for articles, if a link from within a database is not working, then try going through the journals list.
6. If the error persists, in the meantime can you suggest a resource other than the one that isn't working? Can a workaround be found to supply the item to the patron that he or she is unable to access?
7. Report problems via the Technical Services Support Portal. If it is an online chat, copy your chat transcript.  If the patron is interested in a follow-up on the issue, be sure to get their contact info.