Proxy Server Help

If you are having problems accessing an e-resource, please check below for possible solutions.

1) The resource or journal may be temporarily down.

This could be due to maintenance or the vendor may be experiencing problems. Try checking again later. If the downtime exceeds more than a few hours please notify us and we will check with the vendor and request a time estimate to resolve the problem. Contact the Information Desk or .

2) Are you blocked before you can enter your Trent Username and Password?

a) You see a BLANK PAGE or and error similar to: "Server Not Found" "404 Error" "File Not Found" or "DNS Error":

Check to see if you have a personal firewall enabled on your computer. If so, you will need to enable traffic for our library server: cat1.lib.trentu.ca (or 192.75.12.3) on port 2048. If you do not know how to do this, consult your firewall vendor documentation. Alternately, you may need to turn off the firewall while you are accessing our E-resources through the EZProxy.

Antivirus and other security software may also have been configured to block Trent traffic. Please check your settings to see if this is the case.

Another thing to try for this issue is clearing your browser cache settings. Sometimes an unsuccessful login is cached and will prevent you from logging in correctly.

b) You have a proxy server enabled:

You will need to turn off the proxy server.

c) Your login page DOES NOT look like the page below:

Please enter your Trent Novell Network username and password. Need help? Click here. Username: Password:

You have been redirected to a vendor's login page. You have left our library site and the vendor does not recognize you as a valid Trent member. All resource links need the following proxy prefix entered before their URL:

http://cat1.lib.trentu.ca:2048/login?url= .

For example: http://cat1.lib.trentu.ca:2048/login?url=http://www.somesite.com.

Doing this will force you to go through our library proxy. To avoid entering this prefix manually, go to the resource page from within our library catalogue or from one of the various e-resource listings accessible from our home page.

d) You are connecting from work:

Many workplaces restrict ports for security reasons. Speak to your IT staff and request that port 2048 be opened for cat1.lib.trentu.ca (or 192.75.12.3). If they require further information to do this please have them contact .

3) Are you receiving an error about the EZProxy Administrator? For example:

To allow /login?url=http:www.somesite.com/journals/ to work, your EZProxy administrator must first authorize this within the EZProxy.cfg file. Within this database's section of the file, the following link must be added: Host www.somesite.com

This occurs when vendors change their server locations or domain names but have not notified us that the link is no longer valid. Send us the text of the error message along with the title of the resource which produced the error. Contact .

4) Are you getting an error message while you are logging in? The error contains the following: "User authentication failed: invalid/missing UserID".

This may be because you entered incorrect login information. Check that you do not have the Caps Lock on. Alternately, your Trent account may be having problems. Are you able to check email and access your files through MyTrent? If you are having other problems with your account or either of the following apply: a) your password has changed/expired recently, or b) you have more than one Trent account, contact the Technical Support Centre to have your account checked.

5) You login but receive an error about accepting cookies.

Our EZProxy requires that your browser allow cookies to be set. This permits you to view the resource and continue browsing without having to login again. You should check your browser settings to allow cookies to be set.

6) Are you accessing our resources late at night?

We run several reports overnight. The most common times for this are the hours between 11:00PM and 2:00AM. We try to schedule any necessary reports during that time. If you need to login you may need to wait a few minutes and try again, depending on what is set to run that particular night. Please try again later if you are not successful on the first try.

7) The vendor or publisher of the resource is using JavaScript.

Verify that your Antivirus program is not preventing JavaScripts from executing. Also check that your browser is set to accept JavaScript.

8) You are using an unsupported browser.

Sometimes a resource will only work with a specific browser. Try accessing the resource with a different browser and see if you get the same error. Some popular browsers are: Mozilla Firefox, Internet Explorer, Netscape or Opera. **Please do not uninstall your original browser after downloading an alternate browser.**

9) You have a Popup Blocker installed.

Some resources may not display properly if they require you to use Popups. Please disable the blocker or modify the settings to allow popups for the specific resource you are viewing.

10) You may need to update your Adobe Reader software.

Some resources may require a later version of Adobe Reader. If you receive any error messages suggesting you upgrade or Adobe hangs (leaving a blank screen), try downloading the latest version to resolve the problem.

11) You see a message about MaxVirtualHosts or Maximum Virtual Hosts. For example:

EZProxy Server Error: Please tell your server administrator to check ezproxy.msg for MaxVirtualHosts error

Contact .

12) Bypassing the Proxy Server (On campus only)

Error message reads.... Failed to Connect

In the event that the library proxy server is down you may still access e-resources by bypassing the proxy server as long as you are on campus.

• Click on the link to an electronic resource you wish to access
• Place cursor in Address bar.
• Edit the URL in the address bar to remove the leading proxy information.

E.g. http://web2.trentu.ca:2048/login?url=http://search.scholarsportal.info/htbin/dbrng.cgi?&cat=all+databases&page=search_form

remove http://web2.trentu.ca:2048/login?url=

New URL should read e.g http://search.scholarsportal.info/htbin/dbrng.cgi?&cat=all+databases&page=search_form

Press Enter.

13) If you are still experiencing problems...

Useful information to help us troubleshoot includes:

• Name of the journal you are trying to access
• Text of error messages you receive
• Type of Operating System, Browser, Antivirus Software that you are using
• Time the problem started happening

Contact .

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Last Modified: January 15, 2009
Maintained by , Thomas J. Bata Library.