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Troubleshooting Database Access Problems

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STUDENTS:

Contact the help desk at 845-257-3597 or visit them at HUM 103.

FACULTY AND STAFF:

Contact computer Services:HAB 50, (845) 257-3130. (/p>

Access to our databases is restricted to current SUNY New Paltz students, faculty and staff.
Some ISPs, such as AOL and Compuserve, use proprietary versions of browsers, which can cause problems for EZProxy (our remote access software). As a workaround, connect to the provider, minimize the session, then use Netscape, Internet Explorer or Mozilla Firefox to access the library's databases.
If you use Road Runner High Speed service you may have problems using Internet Explorer with some of our databases, download Mozilla Firefox.
If you are using the NetZero HiSpeed service, in most instances, an icon has appeared in the system tray in the lower-right corner of the screen which contains an option to disable HiSpeed. Using this option enables access to the databases in most cases.

Sometimes disabling HiSpeed does not work, if so, use the following instructions as a workaround:

    Launch Internet Explorer

  • Click on Tools
  • Select Internet Options
  • Select the Connections tab
  • Scroll through the Dial-up settings to locate NetZero
  • Click on NetZero and click Settings
  • Under Proxy Server, click Advanced
    In Exceptions, scroll to the end of the list, then type a semi-colon (;) followed by lib.newpaltz.edu. All the other sample entries have an asterisk (*) in front, and although it won't hurt, that isn't required for this entry. Keep hitting OK until all the windows close and you are back in Internet Explorer.

    At this point, access to databases should be restored.

This problem can occur with any service using acceleration software to speed up web browsing, not just NetZero.

Try clearing your cache, sometimes files in your cache will prevent you from loading new pages:
    For Internet Explorer v6.0:

  • click on Tools
  • Select Internet Options
  • Select General tab
  • In the Temporary Internet Files section, click on the Delete Files button
  • Click OK

    For Mozilla Firefox

  • Click on the Tools menu
  • Select Options
  • Select Privacy
  • click the Clear button next to Cache
New versions of browsers allow you to block popup windows and may block them by default. Some of our databases might require that popup windows be enabled. If you are having problems with a particular database or resource, try enabling popup windows and see if the problem is resolved. Remember to re-enable the popup blocker when you finish using the resource. If your browser gives you the option to allow popups from certain sites, add lib.newpaltz.edu to the list of sites allowed.

  • Internet Explorer - under Tools, click Pop-up Blocker
  • Mozilla Firefox - Under Tools, select Options, then Web Features, uncheck Block Popup Windows
If you receive the following error:

To allow /login?url=http:/www.domainname.com/ to work, your EZproxy administrator must first authorize this within the ezproxy.cfg file.

Within this database's section of the file, the following line must be added:

Host www.domainname.com

The EZproxy server must then be restarted to make this change take effect.

Contact us so we can fix it, be sure to let us know what database you were trying to use.

If you have tried all the suggestions and are still having difficulties, please complete our help form or call (845)257-3710 during library reference service hours