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Electronic Resources Troubleshooting

This guide includes fixes for issues using SJSU King Library online resources

Error Messages & Solutions

1. What do I do when I get a connection error message?

If you see an error message like the following, try the suggestions listed below:

  • "Secure Connection Failed" or "SSL Connection Error"
  • "This site can't provide a secure connection"
  • "Timed out"
  • "400 Bad Request"
  • "Access Denied"
  • "Connection refused by hostname"
  • Try a different device to see if the problem occurs regardless of device.
  • Try a different browser.  Make sure your browser is up to date. Often databases don't support old versions of browsers.
  • Clear the cache and cookies.  Clearing the cache will often solve many display and access problems.
  • Make sure you're using a persistent link. Sometimes the link to a resource you are trying to use is a session URL and not a persistent URL. This may also be called a permanent, stable, or durable URL. You should never assume that the URL in the browser window is the one that will get you back to the article or ebook. See how to create a permalink.
  • Allow cookies.  Be sure the browser is set to accept cookies. Many e-resources require the use of cookies and will not work if they are blocked.
  • Adjust pop-up blocker settings.  Some e-resources require the use of pop-ups for content delivery. Be sure the pop-up blocker allows pop-ups from this vendor.
  • Allow images.  Be sure the browser is set to allow images. Disabling images may cause some sites to not work properly.


2. What do I do when I see an internal server error when trying to access SJSU library resources?

If you see this message in your browser: "The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost", please do following:

1.  Submit a ticket and a screenshot or the error message text to SJSU central IT support using an iSupport ticket.
2.  Report this to "Ask a Librarian."  

After submitting your ticket, you may try restarting your device. This may clear the problem.

Internal Server Error message

3. Are there online resources that are not available to affiliated instructors?

The following electronic resources are not available due to licensing agreements. Affiliated instructors experiencing issues with resources access or their login credentials should contact library-accounts@sjsu.edu. Please see the Affiliated Instructor FAQs [PDF] for more information.

  • CompuStat
  • EBook Central
  • Inter-University Consortium for Political and Social Research (ICPSR)
  • Kanopy
  • New York Times
  • OReilly ebooks (Safari ebooks)
  • Paperpile (citation manager tool)
  • Pivot
  • Scifinder N

 

4. What do I do if I see an EZProxy Host Error Message?

If a message like the following displays after clicking on an e-resource link, copy and paste the error message into an email and send to the Electronic Resources Coordinator for further assistance. The error message will look something like this:

To allow https://www.xyz.edu to be used in a starting point URL, your EZproxy administrator must first authorize the hostname of this URL in the config.txt file.

Within this database's section of config.txt, either the following line must be added:

Host www.xyz.edu

or, alternatively, a RedirectSafe for this host or domain may be appropriate.

After editing config.txt, the EZproxy server must be restarted to make changes take effect.

 

5.  What do I do if I receive a "Vendor Mandated Download Limit" error?

If you receive this error message, please follow the instructions below to contact Christina Mune who will reach out to you for further follow up. 

 

6. What do I do if I see an error message about SJSUOne:

 

 

 

Clear the cache and cookies for all time if you get an error message about SJSUOne and back button.  See how to clear cache and cookies in this guide.  Contact the library or campus I.T. if clearing cache and cookies doesn't fix the problem.

           

7.  What do I do if I see an error message like "This page isn't working"?

Is this happening on all browsers on your device?  Does it happen when using a mobile device or another device?  Does it happen with all browsers?  Most likely, if you see this message, it's because you are using VPN.  You will probably need to uninstall it or disable it in order to access the library's electronic resources.