W. Frank Steely Library

[Skip to Navigation]

Systems Division

Problems with Proxy Server and Databases

When anyone reports a problem connecting to a database, we need to collect as much information as possible to determine the source of the problem. Possibilities include: 1) the proxy server is not working; 2) the radius server is not authenticating users; 3) the database is currently unavailable from the provider; 4) the user is trying to connect directly (not via the proxy server); 5) the user is using the wrong username/password; or 6) the user has software (PC or network) that is causing a problem for the proxy connection. We need to ask a few questions to determine the source of the problem.

If the user calls and can be online and on the phone at the same time, walk through the log in process beginning with the Steely homepage. Just doing this might answer many of the questions below.

Short procedure

Collect the following information to pass to Systems (i.e. the user can wait):

  1. Are all databases unavailable to you or only a few? Which ones are unavailable?
  2. Is the link on the databases page being followed?
  3. Has the username / NT password combination worked elsewhere on campus?
  4. Is the user behind a firewall or using a "high speed" ISP?

Get the name and contact info of the person reporting the problem so we can follow-up. Pass the information on to Michael or report to Systems.

Long procedure

Ask if this the only database to which you cannot connect via proxy? Ask them to try a database from another vendor.

Result:

  1. They CAN connect to another database via proxy.

    Possible sources of problem: a) the database vendor has blocked access or changed logon procedure; b) the proxy server's configuration file is incorrect or incomplete; or c) there is an error in the link on our Web page.

    Your next step: Does the database work on campus? If so, the problem could be the proxy server configuration. If it doesn't work, look at the URL on the Web page. Does it look correct? If the URL is the problem and you know how to fix it, go ahead.

    Still not sure? Systems will check with Lois to make sure the subscription has not lapsed, will follow up with the database vendor, and will take a look at the proxy server's configuration file.

  2. They CANNOT connect to another database via proxy.

    Get their name and phone number and try to determine the following:

    1. Have they used their NT account to log onto a PC in a computer lab? Use NKU Find-it to check the accuracy of the username and suggest a password change. This is usually the problem.
    2. Could they be behind a firewall? A firewall could block access and there is nothing we can do about it.
    3. Are they using a "high speed" ISP such as AOL or NetZero? The high speed option can block access. It will need to be disabled and the browser cache cleared to continue.
    4. Are they really following the links on Steely's "Databases and Indexes" page? If they are going to the EBSCO homepage, for example, they will be asked for an EBSCO password, not a proxy server password.

    Report problems to Michael or submit a libauto request to Systems. Michael will use a dial-up ISP to verify the blocked access. If no problem is found the determination will be a problem with the user's NT account which will be referred to IT.

updated: Monday, 01-Oct-2007 13:20:34 EDT

This message is only visible to text browsers and non-standards compliant graphical browsers. If you are using a graphical browser, you may want to consider an upgrade. While layout and styles are hidden from non-standards compliant browsers, content is available to all. To learn why we do this, view our Accessibility Statement.