Off-Campus Databaase Access Home Page

Off-Campus Database Access Setup Instructions

Frequently Asked Questions

Known Service Problems
(AOL, NetZero users please read)

Troubleshooting Checklist

Off-Campus Database Access Problem Report Form

• My User Name and Password wasn't accepted on the authentication page.
• I can't access a Library licensed resource that I know is available.
• Other Problems.

My User Name and Password wasn't accepted on the authentication page.

Possible Symptoms:

• You get a page telling you the information entered was not valid.
• You get prompted a second time for your User Name and Password even though you know you entered the correct User Name and Password.

Checklist:

1. Check to see that you're entering in the correct Social Security Number without the dashes.

2. Did you use your Social Security Number as your User Name, and your PIN as your Password?

3. Are you a current enrolled regular student, or a faculty or staff member affiliated with San Antonio College? This includes emeritus faculty members. It does not include alumni or Continuing Education students or faculty. If you're not sure, or you think there's a mistake, check with the Reference Desk in the Library (or call 733-2477).

4. When the browser prompts you for your User Name and Password, is it from the San Antonio College Library & Media Services? If it isn't, you've been prompted for authorization to another website.

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I can't access a Library licensed resource that I know is available.

• You get a message from the resource website (not the Authentication Page) saying that you're not authorized for access.
• You get prompted by the licensed resource for a User Name and Password.

Checklist:

1. Have you tried using a different browser? For example: if you used Internet Explorer, try Mozilla. If you used Mozilla, try IE. Mozilla usually does not have as many problems as IE. If one browser works and not the other, the problem is with your browser. You should probably upgrade to a newer version.

2. Is your Internet Service Provider (ISP) AOL, MSN, RoadRunner, or @Home? Please see the Known Service Problems page for instructions on how to set up and use the Proxy Service with AOL, MSN, RoadRunner, or @Home.

3. Are you behind a firewall? A firewall is essentially a proxy service. Many companies have firewalls to prevent outsiders from accessing their intranet. Some ISPs also use firewalls. Unfortunately, you cannot have more than one proxy service between you and the resource you're trying to access. If you are behind a firewall, you won't be able to access the databases.

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Other Problems

Please see the Frequently Asked Questions page and the Known Service Problems page for help with other problems. If your problem isn't covered, send us a message using the Problem Report Form.

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