Remote Troubleshooting Guide

Troubleshooting Guide for Connecting from Off Campus

You may not be able to connect to the Library databases because:

• Off campus access is limited to LCCC students, faculty and staff who have registered with the LCCC Library.
  Solution: If you have not registered with the library, contact the circulation desk (440-366-4026).  If you are a community borrower, you must come to the library to access the databases.
  
• You receive a message that there is a problem with your record, or your LCCC ID number is not recognized by the system.
  Solution: You may receive this message if you have not updated your card for the semester, you have overdue materials or you have unpaid fines. You may also receive this message in error. You will need to contact the circulation desk (440-366-4026) for specific information and to clear your record.
  
• The maximum number of users from LCCC who can search the database at one time has been reached.
  Solution: Some databases restrict use to a limited number of simultaneous users. Wait a few minutes and try again.
  
• You receive one of the following messages: the server could not be located, the server is not responding or your local institution cannot be reached.
  Solution: Due to various technical reasons, or to allow for maintenance, your Internet provider, the LCCC server or the OhioLINK server may be down for a short period of time. Wait 15 minutes and try again.
  
• You have correctly followed all the steps for remote authentication, but keep returning to the OhioLink Authentication page. 
  Solution: Your browser is not working correctly with OhioLINK's authentication mechanism. Use Microsoft Internet Explorer 6.0 or higher as your browser and make sure that your computer is accepting the cookies that OhioLINK servers are trying to send to your computer. (See below)
  
• AOL is your Internet service provider. Using AOL's browser may not work with the Library software that identifies you as a valid user.
  Solution: Download and install Microsoft Internet Explorer 6.0 or higher. It can be downloaded for free from the Microsoft web site. Using AOL version 3.1 or higher, connect to your AOL account, then minimize your AOL browser and launch Internet Explorer to access the Library's databases.
  
• You are not using Microsoft Internet Explorer as your browser.
  Solution: More consistent results will be obtained by Microsoft Internet Explorer 6.0 or higher to access Library databases. Microsoft Internet Explorer can be downloaded from the Microsoft web site. If you are using Netscape, be sure it is 7.0 or higher.
  
• Your browser may be refusing the cookies used to identify you as a valid user. Cookies must be enabled in order for you to be identified when you request more Web pages from the database, without having to re-enter your name and LCCC ID number each time.
  Solution: Be sure your browser supports cookies and is enabled to accept them, or answer yes if you are prompted to accept a cookie.  You may test your browser here to see if it accepts cookies.
  
• Your browser may not run JavaScript. JavaScript is used by many of the databases the library subscribes to; if your browser won't use JavaScript, you may not be able to use the database.
  Solution: Be sure your browser supports JavaScript and that you have it configured to allow it to be used.
  
• You are behind a firewall. If the database is one that requires you to use OhioLINK's proxy server, your company's firewall may block your access. Solution: Contact the network administrator of your business or organization.You may not be able to access library databases from behind a firewall.
  
• You keep clicking on the full text link to open the an article, but nothing happens.
  Solution: If the full text link reads “PDF Full Text,” the file is a portable document file which requires the Adobe Acrobat Reader program in order to be opened. You can download and install Acrobat Reader for free from http://www.adobe.com  

If you are still having trouble connecting from off campus, please Contact Us.

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