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Contacts for Library Electronic Resources
by Kerry Keck — last modified Jul 20, 2011 04:27 PM — History
Note: The intended audience for this document is the Fondren Library staff.
The document is, however, available as a possible resource for other members of the Rice University community.
Abstracts & Indexes - Fulltext
Top 8 steps for "troubleshooting" problems with Fondren Library EResources:
1. Check the Fondren Library DigiServices Alerts for information about known problems (see also question #4).
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2. Confirm that:
• the problem is still occurring. Often problems are transitory or resolved by the publisher by the time you receive the error report.
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• the user is on a Rice computing account (if they are trying to access remotely via cable modem or DSL, they will need a Rice VPN account (prefered) account or a proxy
New: Fondren Library has been able to verify over 98% of our digital resources now have the proper IP ranges to permit access on campus to users of both the 'old' and 'new' Rice network. If they are having difficulty using resources on campus, please be sure to log a problem including the title and issue they're having difficulty accessing.
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• the resource they're trying to access is actually one for which we have permission (is it too old? is it still on order? etc. - see the links below (by publisher) and/or check in the online catalog (Webcat) or
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Ejournal Portal (for years of online journal coverage). Assistance with interpreting the order records in the online catalog is available from Acquisitions and Cataloging.)
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• if they are using the proxy system, the resource they are trying to access has been added to the proxy (the library's web listing includes the ON PROXY designation or - for ejournals - the Ejournal Portal note designates ON PROXY). Click here for additional issues related to the proxy of specific library resources.
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• neither the link from WebCat nor the link from the library web lists works. If a resource has changed location, this may have been "caught and fixed" in one place but not the other. Report problem links to eresources@rice.edu
3. Check to see if the resource works on another workstation and if other resources are working on the original workstation. If all online resources are very slow or non-responsive, the problem is probably here at Rice: contact library IT and/or the Consulting Center by phone or contact the Help Desk (see question #7 for information you should try to include in the problem report).
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4. Consult this listing for information about the specific resource. Note that some vendors have their own "troubleshooting" sites, and even "status" pages that indicate if they are engaged in routine maintenance or know they have a problem - be sure to look at these links!
5. If they are being asked for a password for accessing a journal, check the journal entry in the Ejournal Portal ... a small handful of our journals DO require a password and the passwords are in the Ejournal Portal under the phrase "Please see 'Fondren Library resources passwords (Rice only)' ".
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6. If the problem is with opening an PDF file, please be aware that there is an Adobe setting that may affect this, and a known software conflict with Norton Personal Firewall (NPF) and Norton Internet Security (NIS). Click here for information on "work arounds" for PDF problems.
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7. If the problem remains unexplained, contact the vendor by phone or email ... or ask the user to do so. Be prepared to be specific about what you're experiencing (error message text, when [exactly] does the error occur, are they using a PC or a Mac, what flavor and version of browser are they using, etc.)
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8. OPTIONAL: There are a number of quick technical "tricks" that you can try to resolve basic problems with the browser. Click here if you'd like to try to help the user with these.
9. If the problem continues and/or you are unable to contact the vendor, be sure to contact the Help Desk.
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Abstracts & Indexes
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | XYZ
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Beilstein
- Be sure to contact Library Technology (esp. Arnold Chee) re the problem first
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- Send detailed email to John Price Wilkin at jpwilkin@umich.edu
Note: Please be sure to copy eresources@riceeresources@rice.edu
Environmental Knowledgebase
- Send detailed email to the EPB webmaster at epbwebmaster@pageworkscom.com
Note: Please be sure to copy eresources@riceeresources@rice.edu
FirstSearch
- Check for a System Alert from OCLC.
- Call OCLC (800-848-5800) or
- Send them a message via their support form or
- Send them email direct at support@oclc.org
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- See their FAQ online at http://scientific.thomson.com/support/faq/
- Call 800-336-4474 or use their online form at http://scientific.thomson.com/forms/isi/amhelp/
Women's Resources International
- Send detailed email to support@nisc.com
Note:Please be sure to copy eresources@riceeresources@rice.edu
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Fulltext
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | XYZ
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- Send detailed email to John Price Wilkin at jpwilkin@umich.edu
Note: Please be sure to copy eresources@riceeresources@rice.edu - For LION, see ABELL
CIAO
- Contact CIAO technical support at 212-666-1000 ext.7170 or at ciaofeed@columbia.edu
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Institute of Electrical and Electronics Electronics Engineers (IEEE) journals (fulltext)
- Remember that Rice has 15 simultaneous users for all IEEE/IEE resources. Unfortunately, the IEEE system can display an error message indicating that the user needs to subscribe when (in fact) Rice simply has all simultaneous users engaged. Our subscription includes: IEEE journals, IEEE conference proceedings, IEE journals, IEE conference proceedings, current IEEE standards; all access goes back to 1988.
- Call 1-800-701-4333 or email onlinesupport@ieee.org
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- Check http://status.nature.com/ to see of known service problems, and http://www.nature.com/libraries/site_licenses/licensed_content.html to verify that our license permits access to the section in question.
- Contact customer service at +1 888 331 6288 or institutions@@natureny.com
NetLibraryNetLibrary
- This resource only may be accessed via Internet Explorer, Netscape or Mozilla. Other browsers (Safari, Firefox, etc.) may not be used.
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- Contact American Psychological Association at developer@apa.org or 800-374-2721.
Rice Alumni Digital Library
- Access to the RADL is available to all members of the Rice Alumni Association; anyone graduating from Rice is a member of the RAA (there are no membership dues).
- The RADL collection includes (5/05): Proquest's ABI-INFORM and Science Periodicals fulltexts databases (both of which are also available to the Rice community), and ebrary's Academic Complete ebook collection (available only via the RADL).
- Rice alumni must access these resources via the Alumni Association's online services page in order to log in and authenticate through the separate Alumni proxy. They cannot access these resources through the library's primary resources listings or Webcat, since these methods will not identify them to the publishers as Rice alumnae.
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- Contact technical support at WWP_support@brown.edu