Troubleshooting Checklist for Remote Access to Databases

From time to time, users are not able to access the databases remotely.  There are many
reasons why this might happen; below are listed some of the possible reasons. 

Please try the suggested fixes below first.  If you still cannot connect, please contact us.
E-mail or call Brenda Braham, Digital Initiatives Librarian, at 240-567-8033 between 8:30am
to 5pm Monday - Friday or Nick Lam at 240-567-7142.  From 5 - 10pm, please contact the
IT Helpdesk at 240-567-7222.   On weekends, call the Reference desk during open hours.   

Please be as specific as possible when reporting problems, i.e., what error message did you
get?, what browser are you using?, etc.  Better yet, send a screen shot of the error message
to brenda.braham@montgomerycollege.edu.  

************************************************************************

• You will be asked to login when clicking on an individual database from either the Databases by Subject
  or the A to Z List of Databases when off campus or using a wireless pc on campus. 
   
• If you elect to search using the MC Central Search product from off campus or from a wireless
  pc on campus, you will also be asked to login (authenticate) from the first screen.
   
• Only currently enrolled students and current faculty and staff can access the databases 
  remotely.  Others are welcome to use the databases in the libraries.  Student information is 
  added daily at the beginning of each semester; if you registered late, you may have to wait 
  a day or two in order to access the databases. 
   
• Part-time faculty information comes from Human Resources and your department's
  administrative aide will put you in the Banner Information System.  Check with your
  department to see if that has been done if you are having trouble accessing the databases.

• To login, put in your last name only and your new college ID number beginning with an M. 
  If you are not sure what your new ID number is, you can find it through My MC. 
  Here is a page on new college id's for more information.
   
• Do not use your My MC login for the library's electronic resources and services. 

• This is a secure page so if you are having problems getting in and previously accessed
  this page, you might need to clear your old cookies and/or cache in order in order 
  to set a new cookie.  

• You also need to make sure that your pc's calendar and clock are set correctly
  as this can prevent you from getting into the secure authentication page.

• Sometimes, hitting the Refresh button on your browser will resolve the problem or using a
  different browser might work. 

• One of the most common web page error messages is 404 Not Found.  In some cases, this
  means that the server is down on the other end.  Try again later. 

• Some of our database vendors do not support all browsers.  AOL has been shown to be
  problematic when used as a browser.  We recommend opening another internet browser inside AOL. 
  

• You must enable cookies on your browser.  Here is how to enable cookies: 
  (What the heck are cookies?  Find out more here.)

For Internet Explorer v. 6.0, click on Tools, Internet Options, and, then,
Privacy.  Set your browser to accept all cookies.  If you do not, it will
block access to third party cookies.  If you are uncomfortable accepting
all cookies, you can set it temporarily for each session. 

For Netscape v. 6.2, click on Edit and choose Preferences.  Under the
Privacy & Security category, choose Cookies and accept all cookies. 
If you do not, it will block access to third party cookies.  If you are
uncomfortable accepting all cookies, you can set it temporarily for each session. 

• Sometimes, however, previous cookies become invalid for some reason.  The proxy server
  URL or another URL for a database may have changed.  In this case, you will need to delete
  your old cookies related to that database or to the proxy server (houdini.mc.cc.md.us).  
  Here is how to delete cookies:

For Internet Explorer v. 6.0, click on Tools and, then, Internet Options.  In the middle
of the box, you will see Delete Cookies.  For other versions of IE, consult the Help files.

For Netscape v. 6.2, go to Tasks and choose Privacy & Security and, then, choose Cookie Manager. 
Choose View Stored Cookies and delete the appropriate cookies (i.e., houdini.mc.cc.md.us) or click
Remove All Cookies.  For other versions of Netscape, consult the Help files.

• Some databases, like Safari Tech ebooks, require, in addition to cookies being enabled,
  that JavaScript and pop-ups also be enabled.  Westlaw Campus Research also requires
  pop-ups to be enabled.
  
  
• To enable Java and JavaScript, follow these directions:

For Internet Explorer v. 6.0, go to Tools, Internet Options, and, then, Advanced. 
You will find a long box of possible items to check off.  Scroll down until you find the Java (Sun) box.

For Netscape v. 6.2, go to Edit, select Preferences, and, then, Advanced. 
You will see boxes to check that say Enable Java and JavaScript.
 

• In the past, we have experienced some problems with the ProQuest databases not setting cookies.  
  If you have problems with any of these databases, including National Newspapers, Ethnic Newswatch,
  Genderwatch, Education Journals and Criminal Justice, try resetting your browser
  by using this cookie cutter link:  http://www.umi.com/cookiecutter . 
   

• If you are trying to access the databases from work, you might check with your network
  security.  Some places of employment have their network configured in such a way, usually
  with firewalls or other security features, that access to our databases is prevented.  If you
  get an error message such as Alert:  2048 Connection Refused, this is probably the case.

• Some people also have firewall software on their personal computers that may be
  blocking referrer information to our proxy server.  You will need to consult your software
  manual and/or contact their technical support for help in setting your software so that you
  can access our proxy server.  
   
• Web accelerators, such as Google Web Accelerator as an example, can cause problems accessing
  our databases.  You can block certain pages from being accelerated if you encounter problems. 
  See preferences in Google Accelerator.  Or, go to the help pages for the accelerator you use.

• For troubleshooting help with EBSCO databases (Academic Search Premier, Business
  Source Premier, Regional Business News, Health Source:  Consumer or Nursing/Academic,
  Military & Government Collection, and PsychARTICLES), you may also call EBSCO Technical
  Support at 1-800-758-5995 and identify yourself as a Montgomery College student. 
  They are available from 4:00am to 8:00pm Monday through Friday and from 9:00am to 5:00pm Saturday and Sunday.

Return to the Library Homepage

Last Updated:  10/22/07 [bsb]