Common Causes of Difficulty

Internet ID & Password

When you connect to library resources you are asked for your username and password. Your username is your Internet ID (also called your X.500 username or your e-mail username).

To look up your Internet ID, search for your name in the University's Student/Staff directory at: http://www.umn.edu/lookup

If you’ve forgotten your password, you may contact the ITSS TechCenter Helpdesk at 218-726-8847 for help (see Help Desk Hours).

Authentication Problems (logging into Library PCs or using databases from off campus)

1. You have a UMD e-mail account, but are NOT a current UMD student, faculty, or staff.

Currently, authentication is not available for people who are not current UMD students, faculty, or staff. However, the Library does provide guest computers for visitors. Ask at the first floor circulation desk for more information on the guest computers.

2. You ARE a current UMD student or employee, but have not changed your Internet ID (X.500 password) password in a long time.

Change your password at https://www.umn.edu/validate. After a delay (usually about ½ hour) you should be able to log in.

3. Your password does not meet these requirements:

• Not contain all or any three character part of the user's account name.
• Not contain the user's first name, middle name, or last name.
• Be from 8-125 characters in length (some client software is limited to 32).
• Contain characters from three of the following four categories:
  • English uppercase letters (A through Z)
  • English lowercase letters (a through z)
  • Digits (0 through 9)
  • Nonalphanumeric characters (e.g., !, #, %)
• Not end in a space, although they may contain spaces (e.g. '3 Brown mice')

4. You ARE a current UMD student, but have suppressed your address info, including e-mail address.

Change your suppression of personal info to option 3 - suppressing only address and telephone. This can be done at http://www.d.umn.edu/register. A day later, you may re-instate full suppression of personal data. (By then UMD will have received the necessary data to enable authentication for you.)

Firewalls

If you are connecting from off-campus, it is possible that your firewall is preventing access to the Library's databases. One common problem is related to the ports to which your computer is allowed to connect. If you are at a workplace, check with your computer security personnel to see whether the ports to which you have outgoing access have been restricted. Otherwise, check your own firewall software - it should have settings where you can open and close specific ports. Remember that routers may also have a firewall built in, and sometimes you need to look a the documentation for your specific brand and model.

To use the UMD Library's databases and library catalog, you need to allow outbound access to port 2443 for login.libpdb.d .umn.edu and port 8991 for prime6.oit.umn.edu. If this doesn't completely solve the problem you can also try opening port 2048.

Proxies

The library uses a proxy server to allow current UMD students, staff, and faculty access to licensed databases from off campus. If the computer you are using from off campus is also running a proxy server it can interfere with the library's proxy server. A good way to test connection problems with the library databases is to first verify that you can connect to the library's proxy server. To do this, connect to https://login.libpdb.d.umn.edu:2443 and enter your UMD x.500 user name and password. If you get a message that says "invalid user name or password" when you try this, read the password section of this page.

If you get a "page can not be displayed message" and you are at a work site or a high school, then you should consult with your network administrator. If the appropriate ports have been opened in the organization's firewall, then there may be a competing proxy server in use at your site. The network staff will have to help you select the right settings so the two proxy servers are not in conflict with each other.  In Internet Explorer use tools =>internet options =>connections tab =>LAN settings to check for proxy serttings. In FireFox use tools =>options =>advanced =>network tab =>settings button to check for proxy settings. Consult your network staff before changing these settings.

Cookies

Do you have cookies enabled? Our authentication programs require that your computer accept cookies (it’s OK to set it to only accept cookies that are returned to the originating server.) Check your settings if you experience problems using any of the library's databases:

In Internet Explorer, go to
Tools >> Internet Options >> Security
High security disables cookies; Medium security enables them.

In Mozilla Firefox, go to
Tools >> Options >> Privacy >> Cookies
Checkmark "Accept cookies from sites"
Optional: checkmark "for the originating web sites only" (older versions of Firefox)
Optional: Choose "Keep until" and pull down the dropdown box to make your selection.
Note there is an "exception" button for fine tuning.

In Netscape go to
Edit >> Preferences >> Advanced
See the text box on the right for the section on cookies.

Cookies and Proquest Databases: If you are getting unexpected search results from a Proquest database, you may need to clear your cookies by using a special Proquest cookie cutter. You can clear your cookies by going to http://www.umi.com/cookiecutter and clicking on the button titled "Click Here to Reset Your Browser."

Virtual Private Network (VPN)

You may be unable to use UMD's VPN software if any of the following are true:

• If your Macintosh runs Mac OS 8 or 9
• If your PC has Internet Connection Sharing turned on under Windows 2000 or XP

If you wish to turn off ICS, Click Start >> Settings >> Control panel >> Network Connections
Right-click on each network connection and select Properties. Select the Advanced Tab; if there is a checked box for ICS saying "Allow other network users to connect through this computer’s Internet connection," uncheck that box.

(Under Windows XP, the built in network bridge is part of ICS and will interfere with UMD's VPN. You may have to turn it off separately.)

Javascript

Javascript is necessary for many sites to work properly. To toggle Javascript on or off:

In Internet Explorer, go to
Tools >> Internet Options >> Security >> Custom Level
High security disables Javascript; Medium security (the default) enables it.

In Mozilla Firefox,go to
Tools >> Options >> Content
Check or uncheck "enable JavaScript" 
Fine-tune your javascript settings with the ADVANCED button (optional)

In Netscape, go to
Edit >> Preferences >> Advanced, and look on the right for Javascript.

Laptop users not able to use library resources

Make sure the user did not register as a "guest" when they created their internet connection. Guest users of the UMD internet are not able to access the library resources.  Have the user login to their authenticated internet access.

eBooks: Catalog Link

Sometimes the catalog URL's linking to an eBook are incorrect or inaccessible via wireless/off-campus. Refer the patron to the native interface (e.g. eBooks on EBSCOhost, SpringerLink) to access the book. Please report the linking problem to Deb by clicking on "Report Cataloging Error", which is located at the Full Record view.

Not recognizing user as UMD

Occasionally a user will try to access a resource we own, but they will be denied access.  For some reason, the EZProxy URL prefix has either been stripped out of the URL or was never included.  By appending the EZProxy URL prefix to the access URL, users can authenticate and access the resource.  The EZProxy URL prefix is as follows (copy and paste just before the URL):

https://login.libpdb.d.umn.edu:2443/login?url=

Faculty Emeritus Access Problem

Faculty emeritus (FE) are granted remote access to library resources.  The official list of FE is located in the UMD campus directory (print version).  This is the list we use to confirm someones status as a FE.  There are two possibilities concerning access problems concerning FE.

1. The FE has not used their x.500 username/password to access items other than e-mail in quite a while.  They should contact the ITSS help desk to determine/have their password changed.
2. Another cause of access problem, although less common, is that the FE has not been flagged as having authority to access the resources remotely. If the first step does not solve their access problem, then please contact Darlene to assist in getting them proper access.

Graduate Students Not Currently Enrolled (no access to library resources)

The graduate student should contact their department about enrolling in GRAD 0999 - Graduate School Active Status.  Fees still apply, but not tuition. This will grant the student access to the library resources

Users Unable to Access from a place of Business

Many businesses have firewalls in place that prevent users from accessing our databases through EZProxy.  They can either use a non-firewalled network computer or have the company's technical support open up port 2443 and 2048

Printing and general problems with computer technology in the library

If you experience trouble with printers, card readers, or other computer-related things, see the ITSS lab consultant at the far-right side of the Circulation desk on the first floor. He/she can also be reached by phone at 218-726-8858.

Mac users can't open PDFs from EBSCO databases

There are two solutions available, one for Safari users and one for Firefox users.

• Why am I unable to view PDF full text when using FireFox on a Mac?
• Why am I receiving a "Plug-in not found" error when opening a PDF on a Mac using Safari?