1. Verify that the resource is working from on-campus through the A-Z list of databases.
2. Verify that the URL they are using for the video contains the proxy string "ezproxy.stthomas.edu". If it doesn't, the best thing to do is to send them the proxied persistent link directly from the resource they are in (i.e. AVON or Films on Demand). Otherwise, send the link from LibrarySearch
Copy the link from the Permalink from LibrarySearch for the exact title of the movie…
Or give them the correct URL for the database from the A-Z Databases list
3. Verify that their username/password is correct. This is their St. Thomas username/password, not the library barcode.
4. Refer all questions or problems to Cindy Badilla-Melendez. Make sure you get the person's name and contact info so she can get back to them.
Each of the streaming video products we have has its own help pages. Please refer to these.