Remote Access Troubleshooting Info

There are a number of things to check, and report on, when one cannot connect successfully to UNM Library resources remotely. Often, when a patron cannot access a resource from home it is because the system does not know they are from UNM. For example, when a patron uses Google Scholar from home, and clicks on a journal article citation, it may not know their UNM affiliation. Click on links from the UNM Univestity Library web sites, such as Google Scholar (from the databases page) ensures the patron is recognized as "UNM" as they authenticate via their NetID.
Note that remote access may be referred to as a proxy service.

NetID not accepted?

• verify the UNM or HSC NetID is entered in lowercase text (and just the NetID is entered, no "@" symbol etc.)
• if the UNM NetID is not accepted, verify the NetID password hasn't expired and reset the password if necessary. Note, you may be able to access a number of UNM services with an expired password, but not Library remote services. You can called UNM IT Customer Support at 277-5757.
• if the HSLIC NetID is not accepted, see HSLIC Accounts Information, or call 272-2311.

Browser info that can effect remote access

• If one browser is problematic, try a different browser such as: Internet Explorer, FireFox, Google Chrome, Safari, Opera, etc.
• Do clear browser cache, history, temporary files
• Do allow the browser to set cookies
• Enable Java and JavaScript
• Enable pop-ups (disable pop-up blockers) as pop-ups are often needed when accessing electronic journals and databases. Alternatively you may wish to grant exceptions when trying to access journal content.
• If enabled, turn off any Web Accelerator software, for example, google web accelerator, Firefox DownThemAll, etc.
• If enabled, turn off or disable any proxy settings from other institutions within the browser as it will conflict with UNM's proxy (some sites have you modify browser settings to use their proxy service):
  • Firefox - Tools/Options/Advanced/Network/Settings (for this session set it to No Proxy)
  • IE - Tools/Internet Options/Connections/LAN Settings
  • as appropriate for the browser you use
• If enabled, turn off/disable VPN access if from a non-UNM institution.
• Security Settings- set to Medium High is fine, Privacy- set to Medium is fine
• It may be helpful to add the following as trusted site: http://libproxy.unm.edu

Workstation or Network potential problems

• Firewall settings - some worksites have firewalls that interfere with the UNM remote/proxy services
• Accelerators - ensure the network you use is not using a web accelerator which interferes with remote/proxy services

PDF Problems

If your browser won't display or gives an error message when trying to view a PDF you can try the following:

• Save the PDF file to your desktop. This can usually be done by right-clicking on the the file and selecting the SAVE option. Now try to open the file by going to your desktop and clicking or doubleclicking on the file in the usual way.
• You can set Adobe Acrobat software up to not launch automatically from your web browser, but as a separate application. In Windows launch the Acrobat program and select Edit/Preferences, select category Internet and uncheck the option "display PDF in browser."
• For Macs you can use other software, other than Adobe Acrobat, to read PDF files. Try the free software called preview to access PDFs. A more extensive list of alternative PDF software is available.
• Try an upgrade to the browser and PDF software if it is not current.

Problem Reporting

When reporting problems, give complete steps so we are more able to recreate the problem you have, include:

• the URL of the web page you start on and exactly what you click on, step by step. This facilitates us recreating the problem.
• list your search strategies
• Provide your workstation operating system and version, browsers (include versions) tried, it may be helpful to include your Internet provider

Requested Info for Patron Tools

In this section I've included information that some patrons/librarians have requested, please ignore if it does not apply to you.

Proxy Bookmarklet - a quick method to apply the UNM proxy prepend to the website you are currently visiting

• A Proxy Bookmarklet is a tool to use if you are not on campus (or for Library staff if they have their IP number excluded from the Proxy IP list) and go to a web page that needs to be proxied. From the page that needs to be proxied, click on the bookmarklet and it will automatically add the UNM proxy prepend to the current web page. It will ask you to authenticate if you have not already done so for that browser session.
• To create the bookmarklet in Firefox right click on the link UNM Proxy Bookmarklet and Select Bookmark This Link. Alternatively, click and drag the link to your Bookmarks toolbar.
• To create the bookmarklet in IE to right click on the link UNM Proxy Bookmarklet and Select Add to Favorites... You may be prompted with a security alert that You are adding a favorite that may not be safe. Do you want to continue? It is safe to click Yes to continue.

UNM's OpenURL/Link Resovler

Some software citation tools installed on your workstation work best with the UNM OpenURL/Link Resolver set up within the citation software. UNM's resolver is: http://px7gv7gt2n.search.serialssolutions.com

UNM's Proxy Prepend

The Proxy prepend is how resource get directed to the proxy server, web links on the UNM University Libraries and UNM HSLIC web pages are already set up correctly. The prepend is:    http://libproxy.unm.edu/login?url=

Google Scholar

From home a patron may use Google Scholar and discover their institution isn't recogized (they have trouble accessing UNM licensed journals, ebooks, databases), direct them to use the Google Scholar link from the eLibrary.unm.edu web site, listed within Databases/Alphabetical List of Databases.

Contact info: