Referrals
First, check and rule out the referral scenarios below. Otherwise, if patron is a current KU faculty, staff, or enrolled student, use this guide to troubleshoot, or refer to acqrs@ku.edu, or submit to Ask a Librarian email in QuestionPoint)
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Enrollment or employment statusIf the issue is related to the patron’s enrollment or employment status or ID (i.e. enrolled or courtesy appointment), refer to Sarah Couch (email: scouch@ku.edu), Collections & Circulation Services Coordinator
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Excessive dowloading or IP blockedWhen Libraries receive a report of excessive downloading, and in many cases either a blocked IP address or range, a strict reporting and security protocol is followed. Refer immediately to acqrs@ku.edu.
Common Questions - What you can do
Questions that Service Desk Staff can ask first when trouble-shooting e-reources access issues:
- Are you currently enrolled as a student? Are you a KU faculty member or staff?
- Are you trying to access databases from on or off-campus?
- Are you using a laptop (wireless connection)?
Use the referral guides (left), or continue troubleshooting:
FIRST, Get the the article to the patron, if possible. If referring to E-Resources, let us know if the article was provided.
NEXT, troubleshoot these common issues:
- Wireless users: use JAYHAWK Wireless network, and not KUGUEST.
- Authentication path is through the libraries (prompted for KU Online ID and password, if off campus)
- Determine if it is one or multiple databases? (Ask them to try another)
- Verify the URL is accurate (Ask for the URL in the browser box)
- Clear browser cache and cookies, and restart the browser.
- Firewall test ("page could not be displayed", or "it just times out")
Other resources for common questions:
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KU Alumni accessThree databases are available to KU Alumni and include indexed content with Get at KU links that connects to resources that may or may not be available to KU Alumni. KU Alumni users may report access or login problems as a result.
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Ebook dowloading and printing limitsGeneral information can be found on this How to find and download ebooks libguide. Refer to acqrs@ku.edu for more info.
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Ebooks & Mobile devicesGeneral information on using KU ebooks as apps on mobile devices. Refer to acqrs@ku.edu for more info.
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Persistent LinksGeneral information for how to create stable links to articles or chapters for use in other webpages (e.g. Blackboard) can be found on this Linking Directly to Electronic Resources webpage. Refer to acqrs@ku.edu for more info.
Firewall Test
To determine if it is a firewall issue, try removing the :2048 from the EZProxy string (beginning part) of the URL: http://staff.lib.ku.edu:2048
If this does not work, then refer the question to acqrs@ku.edu.
