Re: [IUG] EBSCOhost (formerly NetLibrary) - Having Problems?
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I am WAYYYYYY behind on my reading and a colleague (Pedro Mosquera) asked whether I had seen these messages.
I do know that users have to create a new account with EBSCOHost -- their old NetLibrary accounts are no longer valid. We are having a "host" of other problems, mostly dealing with how EBSCO has our separate site accounts set up as far as I can tell.
-----Original Message-----
From: innopac-bounces at innovativeusers dot org [mailto:innopac-bounces at innovativeusers dot org] On Behalf Of Pruntel,Alison
Sent: Thursday, July 28, 2011 8:58 AM
To: 'innopac at innovativeusers dot org' (innopac at innovativeusers dot org)
Subject: [IUG] EBSCOhost (formerly NetLibrary) - Having Problems?
Sorry, this isn't an III issue, but I'm trying to get a handle on how big a problem this is and have posted this question to a few lists.
Anyone out there having the issue with library patrons being unable to set up an account or even log in to their account (if we create them onsite) if they are trying to access from home/remotely? Just as we did with NetLibrary, we have a referral URL and authentication w/our IP range. With NetLibrary, as long as they created their account either w/in the IP range or via access through our referral URL, they could then log in with their NL username/password at netlibrary.com. My understanding was that this would be the same with EBSCOhost.
Unfortunately, since Friday, when NL switched to EBSCOhost, you cannot access your account from outside the IP range (or the referral URL), get an "application level exception" service-level error. Even if we create the account for them and can sign in/access from within the IP range, when the patron tries from home with the same EBSCHOhost username/password, they get the error.
We have tickets in to EBSCOhost and I am told that it's a service level issue/high priority, that we're not the only ones. I have gone through our admin settings numerous times with their tech support to make sure that I haven't set anything wrong and they assure me there isn't anything wrong on our end. However, being that it's now been almost a week with it broken/basically unusable, and no progress seemingly on the EBSCO side, I am starting to question myself.
Thanks,
Alison
Alison Pruntel
Electronic Resources Librarian
Fauquier County Public Library
11 Winchester Street
Warrenton, VA 20186
540-422-8515
FCPL Web Site: http://library.fauquiercounty.gov
My Blog: http://fcpleresources.blogspot.com
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