If someone says they can't login from off-campus
1. Verify that the resource is working from on-campus using the link from the A-Z list of databases. Test it through a computer that requires the proxy, if possible.
2. Verify that the URL contains the proxy string "ezproxy.stthomas.edu"**. If it doesn't, give them the correct URL from
3. Verify that their username/password is correct. This is their UST email/Blackboard username/password, not their library barcode.
**There are links in LibGuides that should be proxied but are not. That's why when troubleshooting always use the link from the A-Z list of databases, A-Z list of journals or CLICnet. Those are the gold standards for e-resources. Do not rely on a subject or course guide. The link for the e-resource may not have been reused from the master list or formatted correctly.
Always RIGHT-CLICK on the link (instead of clicking to to open it) in order to COPY it. If you click on it and open it, it may redirect into a session URL and won't work. Always use the RIGHT-CLICK/COPY.
If they report an EZproxy Cookie Error
Find out if they are using Internet Explorer. If so, the fix is very easy. In IE go to TOOLS/INTERNET OPTIONS and click on the Privacy tab, then hit the ADVANCED button. From there make sure your settings say:
Override automatic cookie handling - CHECK
First-party cookies - ACCEPT
Third-party cookies - ACCEPT
Always allow session cookies - CHECK
Hit OK, then OK to save settings
If they are using another browser, clear all cookies, close all open instances of the browser and try again.
Corporate and K12 firewalls
If they CAN login to Blackboard then there’s another problem. Ask them if they are attempting to do this from a work/K12 school computer. If so, explain that many work, corporate, and K12 firewalls prevent the use of a proxy. Unless they are the network administrator for their company (or school) there’s nothing either of us can do. Here's official word and troubleshooting:
EZproxy is configured for a secure connection, workplaces may be blocking access to secure webpages. If they cannot access such things as internet banking, then it is quite likely that their employer is blocking access to secure sites.
A good webpage for testing SSL (EZproxy) connections is the URL listed below. If they can see this page then SSL connections are not blocked. If they can’t see the page, then their computer or workplace is blocking SSL connections. https://www.microsoft.com.
For more info on Ezproxy & firewalls, refer to OCLC's FAQ.
If you are working from a K12 computer and/or can't get into UST resources, you can always use ELM resources (Electronic Library of Minnesota) if you have a public library card.
We are not affiliated with ELM and your UST card will not help with access. But if you have a public library card from a Minnesota public library, then you can use many of the same resources we have.