Re: Millenium WebPac Account Access Problems

[Martha Driscoll <driscoll@xxxxxxxxxx>]

Eeva,
We have had the same reports from patrons since loading Phase 2.  It is 
hard to troubleshoot with patrons, but the common thing I found among them 
was they they were running personal firewall software.  One patron was 
running ZoneAlarm, and when she shut it down, the catalog worked fine.  
Another patron also said they were running firewall software, but never 
told me what it was.  I suggested that these patrons change their 
settings, but since I don't know much about the software, I could not give 
them exact instructions.  Usually firewall software allows you to indicate 
that a site is trusted.

I am guessing that there was a change in the way Phase 2 handles patron 
authentication which is setting off the personal firewall software. 

--
Martha Driscoll, Systems Manager
North of Boston Library Exchange (NOBLE)
driscoll@xxxxxxxxxx
Ph: 978-777-8844  Fax: 978-750-8472

On Wed, 7 May 2003, Eeva Stierwalt wrote:

> In Millenium WebPac Phase2, some of our patrons are having a problem
> when they access their account from home.  They can get into their
> account, but when they attempt to display their holds or their items
> checked out, they are thrown back to the login for the account.  
> Initially, we worked on this problem from the Millenium WebPac
> perspective, since it suddenly appeared after the last update to Phase2
> (the patrons were able to access this information with no problem prior
> to that).  However, after a great deal of trouble-shooting with the
> patrons and with III, we have determined that it is something to do with
> the patron workstation.  One patron with Windows 98 with the problem,
> hooked up an old computer with Windows 95 and was able to access her
> account info with no problem.  We've also looked at this from a
> perspective of internet security software and anti-virus software that
> perhaps disables cookies, but several patrons with the problem ensured
> that cookies were enabled !
>  and one patron actually disabled her anti-virus software (Norton) and it did not make a difference.  Has any other library had this problem?  Can anyone think of what settings might cause this?  (Patrons are using a variety of ISP's, OS, and browser, though most use IE).  I can access my account info from home with no problem and I have McAfee anti-virus.  HELP!  Thank you in advance for your advice in this matter!  Eeva
> 
> Eeva Stierwalt
> Information Systems Specialist
> Automated Collection Management
> London Public Library
> 125 Dundas St.
> London, ON  Canada  N6A 6H9
> t 519.661.5156
> f 519.663.9013
> e eeva.stierwalt@xxxxxxxxxx
>