Updated April 23, 2008

The Sheridan Libraries Systems office is aware of problems and interruptions of off-campus access via the proxy server to the libraries’ electronic databases. We are taking urgent actions in investigating the problem. We apologize for any inconvenience.

While we are working we suggest the following tips that may work for you:

  • Make sure your campus affiliation is correct in JHED
    • Log into the portal at http://my.jhu.edu and go to the myJhed tab. Click on the “Change MyInfo” link and verify your campus affiliation.
    • Go into your browser and delete all the cookies and clear the cache.
    • Restart your browser. It may take a few hours for the update to be propagated in JHED.
  • Use JHSecure (VPN)
    • Go to http://it.jhu.edu/remoteaccess.html and follow the instructions for downloading the JHSecure software.
    • Install the software on your computer.
    • Run the JHSecure software anytime you want to use the libraries’ licensed resources.
  • Report your problem by email to asklib@jhu.edu. We are working on a web form to report access problems. Be sure to include the following information:
    • Your JHED ID.
    • Your computer IP address (check this at http://www.whatismyip.com)
    • URL or database name you were attempting to access.
    • URL at which you received the error message.
    • Exact error message you received on your screen.
    • Date and time of day (as close to exact as possible) the error ocurred.
    • Did you try VPN as well and did that work?
    • Other databases you tried to access.
  • Check the Libraries page on troubleshooting access problems http://www.library.jhu.edu/services/computing/remoteproblems.html
  • If you use the proxy from work, ask your company IT staff if there is a firewall that might prevent you from using the proxy.

Because remote access involves many disparate technologies that may not be owned or controlled by the library (e.g. user’s computer set up, browser set up, network connectivity, JHED login, provider database performance etc) troubleshooting on individual cases can be extremely difficult. The Library Systems team is working very hard with a team of people from IT@JH, with our vendors and with our database providers. We will keep you informed of our progress.

Thank you for your understanding and support.

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