EZPROXY UWI ONLINE RESOURCES TROUBLESHOOTING GUIDE

If you are experiencing problems accessing our electronic resources, please spend a few moments going through our troubleshooting guide.

Please note that
UWI will mean The University of the West Indies, St. Augustine, Trinidad and Tobago and CITS will mean Campus Information Technology Services, St. Augustine.

1. Initially I need to login using a UWI username/password.

2. My initial logon is accepted, but I can't get any further to access resources.

3. I've checked my browser settings, what else could be the problem?

4. I'm able to search for items, but I'm having problems viewing or printing Adobe Acrobat files.

5. I have tried all of the above but I still cannot access the resources, who do I contact?

1. Initially, I need to login using a UWI username/password

These are the online resources to which The University of the West Indies St Augustine Campus Libraries currently subscribes. Use of these online resources is restricted to faculty, students, and staff of The University of the West Indies. See our Policy on Access to Licensed Web Resources.

Once you are a student, enter your user name and password. (For example: user name: 06784009, default password YYYYMMDD, Note that the year has 4 digits ). Try logging on again.
https://ezproxygateway.sastudents.uwi.tt/

If you are faculty of staff of UWI, enter your SAUWI user name and password. (For example: user name: jsmith, password that you use when logging on to your computer at work). Try logging on again.
https://ezproxygateway.sauwi.uwi.tt/login

If you are getting 'password is incorrect' check to ensure that caps lock key is not on. If you are still having problems with your logging on, please contact Campus Information Technology Services (CITS) Help Desk at 868 622-2002 ext. 84357, or email helpdesk@cits.uwi.tt

 

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2. My initial logon is accepted, but I can't get any further to access resources

Please note that the instructions below relate to the most common configurations for Internet Explorer and Netscape Navigator/Communicator for Windows computers.

2.a Deleting the cache

Your browser might be caching a failed access attempt. If so, you need to delete the offline content stored by your browser. The steps are as follows:

• Internet Explorer 4.x: Go to the View menu and choose Internet Options. Click on the Delete Files button. Click OK. Click on Settings. Click in the Every visit to page radio button. Click OK.
  
  
• Internet Explorer 5.x/6.x: Go to the Tools menu and choose Internet Options. Click on the Delete Files button. Click OK. Click on Settings. Click in the Every visit to page radio button. Click OK.
  
  
• Netscape Navigator/Communicator 4.x: Go to the Edit menu and choose Preferences. Click Advanced. Click Cache. Click on the Clear Memory Cache button. Click OK. Click on Clear Disk Cache button. Click OK. Click in the Every time radio button below the words Document in cache is compared to document on network. Click OK.
  
  
• Netscape Navigator/Communicator 6.x: Go to the Edit menu and choose Preferences. Click Advanced. Click Cache. Click on the Clear Memory Cache button. Click OK. Click on Clear Disk Cache button. Click OK. Click in the Every time I view the page radio button below the words Compare the page in the cache to the page on the network. Click OK.
  
  
• Netscape Navigator/Communicator 7.x: Go to the Edit menu and choose Preferences. Click Advanced. Click Cache. Click on the Clear Memory Cache button. Click OK. Click on Clear Disk Cache button. Click OK. Click in the Every Time I view the page radio button below the words Compare the page in the cache to the page on the network. Click OK.

 

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2.b Enabling cookies

Another possibility is that you need to enable cookies on your browser. Lexis/Nexis, for example, only works with browsers that accept cookies. The procedure is as follows:

• Internet Explorer 4.x: Go to the View menu and choose Internet Options. Click on the Advanced tab. Scroll down to the Security section and look for the Cookies option. If you do not see an option for Cookies, double-click the Padlock item next to Security. Click in the check box next to Always accept cookies. If there is no Always accept cookies option, double-click on the Cookies icon. Click OK.
  
  
• Internet Explorer 5.x: Go to the Tools menu and choose Internet Options. Click on the Security tab. Click on Custom Level. Scroll down to the Cookies section and select Enable. Click OK.
  
  
• Internet Explorer 6.x: Go to the Tools menu and choose Internet Options. Click on the Privacy tab. Click Advanced. Scroll down to the Cookies section and select Always Allow Session Cookies. Click OK.
  
  
• Netscape Navigator/Communicator 4.x: Go to the Edit menu and choose Preferences. Click on Advanced. Click in the Accept All Cookies radio button. Click OK.
  
  
• Netscape Navigator/Communicator 6.x: Go to the Edit menu and choose Preferences. Double click on Privacy & Security. Select Cookies from the drop-down menu. Click in the Enable All Cookies radio button. Click OK.
  
  
• Netscape Navigator/Communicator 7.x: Go to the Edit menu and choose Preferences. Double-click on Privacy & Security. Click on Cookies. Click in the Enable all cookies radio button. Click OK.

Please note that enabling cookies involves some risk in terms of privacy and security. You may wish to re-adjust your settings after completing your search.

 

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2.c Enabling JavaScript

A third possibility is that JavaScript has been turned off on your browser. This can effect some indexes, such as ProQuest. To enable Javascript in your browser:

• Internet Explorer 4.x: Choose Internet Options from the View menu. Click on the Security tab. Select Internet. If there is a slider bar, move the bar to Medium, otherwise click on the Custom Level button. Scroll down to Scripting/Active Scripting. Click Enable if this is not selected. Click OK.
  
  
• Internet Explorer 5.x: Go to the Tools menu and choose Internet Options. Click on the Security tab. Click on Internet. If there is a slider bar, move the bar to Medium, otherwise click on the Custom Level button. Scroll down to the Scripting section. Click Enable if this is not selected. Click OK.
  
  
• Internet Explorer 6.x: Go to the Tools menu and choose Internet Option. Click on the Security tab. Click on Internet. Click on the Custom Level button. Scroll down to the Scripting section. Click in the Enable radio button under Active Scripting if this is not selected. Click OK.
  
  
• Netscape Navigator/Communicator 4.x: Choose Preferences from the Edit menu. Click on Avanced. Click in the check box for Enable JavaScript if this is not already checked. Click OK.
  
  
• Netscape Navigator/Communicator 6.x: Go to the Edit menu and choose Preferences. Select Advanced. Click in the check box next to Enable JavaScript for Navigator. Click OK.
  
  
• Netscape Navigator/Communicator 7.x: Go to the Edit menu and choose Preferences. Click on Advanced. Click on Scripts & Plugins. Under Enable JavaScript, click the checkbox next to Navigator. Click OK.

 

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3. I've checked my browser settings. What else could be the problem?

 

3a. Do you have a personal firewall/virus protection installed on your PC?

Personal firewalls can cause access problems with UWI resources. Norton Personal Firewall and Norton Internet Security are common offenders. Temporarily disable your firewall/virus protection and see if that allows you to connect to the relevant resource.

If disabling Norton Personal Firewall (NPF) or Norton Internet Security (NIS) allows you to proceed, read the notes below:

Norton Personal Firewall and Norton Internet Security will sometimes prevent you from logging onto resources

• with a logon prompts
• using the HTTPS or SSL protocols

Different electronic resources at UWI meet one or both of these criteria. The first problem usually occurs if the Privacy Control settings in NPF or NIS are set to block logon information.

To check if your Privacy Control settings are the problem:

• Start Norton Personal Firewall or Norton Internet Security.
• Double-click Privacy Control.
• Click Custom Level.
• Examine the setting for Confidential or Private Information.
• If it is set to High, change the setting to Medium.
• Click OK, and then click OK again.
• Exit Norton Personal Firewall or Norton Internet Security.
• Attempt to log on again.
• If you are prompted to allow Confidential information, click OK.
• If you can log on, you know that Confidential information blocking was the cause of your problem. Leave the Confidential Information setting in Privacy at Prompt.

If the above advice doesn't help, you need to check your Secure Connection settings. To do so, follow these instructions:

• Quit your browser.
• Start Norton Internet Security or Norton Personal Firewall.
• Double-click Privacy Control.
• Click Custom Level.
• Make sure that Enable Secure Connection is checked.
• Click OK, and then click OK again.
• Exit Norton Internet Security or Norton Personal Firewall.
• Launch your browser gain.
• Try to re-connect.

If you are using Norton Internet Security and still having problems, it is possible that the cause is pop-up blocking. In this case, follow these steps:

• Open Norton Internet Security.
• In the main window, click Norton AntiSpam.
• Select Ad Blocking from the menu on the left.
• New options should appear along the right of the Norton Internet Security window.
• Click Turn On.
• Select Pop-up Blocking from the menu on the left.
• Click Turn On.
• Attempt to logon again.

 

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3b. Is the SSL function disabled on your browser?

This can prevent you from logging onto LexisNexis and some other secured resources. For further information, see the LexisNexis page.

 

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3c. Have you contacted you Internet Service Provider (ISP)?

If you are using broadband or DSL services your Internet Service Provider (ISP) will most likely have a firewall installed. This may prevent you from accessing the electronic resources. Please contact your Service Provider for more information. You can request that they disable the firewall but please ensure that you have a firewall installed on your PC at home. Some possible firewall protection options: ZoneAlarm, Norton Personal Firewall 2006 , Sunbelt/Kerio Personal Firewall or view Personal Firewall Reviews.

 

3d. I am trying to access these online resources from my office

If you are accessing these online resources from my office it is possible that your Network Administrator has a firewall installed which may be blocking these resources. Please conact you Network Administrator for further information.

 

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4. I'm able to search for items, but I'm having problems viewing or printing the Adobe Acrobat files.

Adobe Acrobat documents are also known as PDF (Portable Document Format) files. PDF documents are now widely used to publish full-text articles on the Web. You need a copy of the Adobe Acrobat Reader plug-in to view and print a PDF document. In most cases, this presents no problem, as a copy of this plug-in was almost certainly installed with your browser. If you don't have a copy of Adobe Acrobat Reader, you can obtain it from the Adobe site.

Many Adobe Acrobat documents are quite large: their size is often measured in Megabytes (millions of bytes) rather than Kilobytes (thousands of bytes), as is the case with most HTML files. This can cause problems when you are on a slow connection. A common symptom is that nothing happens after you click on a link to an Adobe Acrobat file. The Adobe Acrobat window comes up, but the document remains blank. In such cases, your solution might be to download the file onto your hard drive and view or print it from there. The process is as follows:

• Hold your mouse over the link to the PDF file
• Right click on the link
• Choose Save Target As in the pop-up menu which appears
• Select a location on your hard drive in the Save As dialog box
• Click on the Save button

The file is now saved onto your hard drive. You can open this file just by double-clicking on its icon.

If you can view an Adobe Acrobat file, but have trouble printing it (receiving reports such as PostScript errors or out-of-memory errors), there are a number of things you can do. You can try to:

• save the file to your hard drive first (see above)
• print it on a different printer, preferrably one with more memory
• print it one page at a time

If none of these work, it's probably time to download a newer copy of Adobe Acrobat from the Adobe site.

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5. I have tried all of the above but I still cannot access the resources, who do I contact?

Please describe your problem in detail and if possible do a print screen or write down the exact words if possible when you are emailing or calling us.

 

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