Library Resources Help

This document has been prepared as a supplement to the basic instructions for configuring your computer to access restricted research resources from the Forsyth Library Web site when connecting through an Internet Service Provider or network other than Fort Hays State University. Before using these troubleshooting suggestions, you should follow the basic instructions for your Internet browser found at www.fhsu.edu/ctc/helpdesk/accesstolib.shtml.

These instructions are for advanced users. If you would like assistance with any portion of these instructions, please call the Fort Hays State University CTC HelpDesk at (785) 628-5276 or 1-800-628-FHSU. Before calling for problem assistance, write down the steps you have done so far and any error messages you may have received.

For assistance using the library resources once you have access to them, contact Forsyth Library. During normal business hours, please call (785) 628-5262; after hours, call (785) 628-5283.

If this is the first time you have attempted to use off-campus access to FHSU Library Resources and you are experiencing problems, please contact the CTC HelpDesk before performing further troubleshooting. This will allow us to verify that the permissions for your TigerTracks account have been set up to allow library resources access and to provide any further assistance as needed.

If you have accessed library resources in the past, and are performing this setup again, please follow the steps below:

The login prompt you receive when clicking on a library resource should be a gray pop-up box asking for a username and a password for the Forsyth Library Proxy Server(libproxy.fhsu.edu). If this login prompt does not appear, you may receive a login prompt or error message within a Web page.
- If there is no gray pop-up box, and a login prompt or error message appears within a Web page:
  
  Continue troubleshooting with the steps in this document.
- If there is a gray pop-up box, and the login through this box is unsuccessful:
- If a login prompt or error message appears within a Web page after you have successfully logged in through the gray pop-up box:
See if other library resources can be accessed. If some resources can be accessed through the proxy server login, but one site does not provide the gray pop-up box:
- The site may need to be added to the list of pages that use the proxy server login or a link may need to be updated. Contact Forsyth Library to report problems of this nature. During normal business hours, please call (785) 628-5262; after hours, call (785) 628-5283.
- The site may allow only a limited number of concurrent users. In these cases, you should try again later. The library can confirm whether a resource is a limited use site.
Make sure all settings are entered correctly according to the basic setup instructions for your Internet browser. Double-check the proxy script that has been entered. If you wish, you can copy and paste the proxy script address from the instructions into the entry in your Internet browser. Basic instructions for configuring proxy settings are located at: www.fhsu.edu/ctc/helpdesk/accesstolib.shtml.
If you are a student: You must be currently enrolled in order to use restricted library resources.
To verify that your TigerTracks login is active and correct, use it to log in to TigerTracks at tigertracks.fhsu.edu. If you have not yet activated your TigerTracks login, or if you need to recover you password, you may do so by going to tigertracks.fhsu.edu/register/. For more information about TigerTracks or for assistance, see www.fhsu.edu/ctc/helpdesk/tigertracks_info.shtml or contact the CTC HelpDesk.
If a pop-up blocker is installed on your computer, you should temporarily disable it while attempting to access the library resources.
See if the proxy server can be reached by going to http://libproxy.fhsu.edu:3279/ with your Internet browser. If the server can be reached with your browser, continue with step 8. If the server cannot be reached, review the proxy settings again (see step 3), and then consider these possibilities:
- If you subscribe to “extra” services from your Internet Service Provider, it is possible that they could be causing a conflict with the proxy settings. If possible, you should disable them. For example, “4x”, “optimizer” or similar services designed to compress data to increase Internet speed can prevent the proxy settings from working. Sometimes these options can be turned off with the click of a button. Contact your ISP for assistance if needed.
- It is possible for conflicts to occur if the computer you are using is located on a network with a firewall or if the settings required by your Internet Service Provider conflict with the proxy settings. If you believe this may apply to you, please contact your network administrator or ISP and share our procedures with them. We can arrange for one of our network administrators to assist them if needed. Contact the CTC HelpDesk for troubleshooting assistance.
- Note: While many users with AOL Internet service are able to access the library resources, some users with AOL Internet service cannot. This is the only company with which we have experienced unresolved situations. AOL has acknowledged that this is a known problem in some locations.
Try using another browser, if available, or upgrade the browser.
- We recommend using the newest version of Firefox or Internet Explorer. Firefox can be downloaded free from www.mozilla.com. We do not recommend using other browsers, such as MSN Explorer, Netscape, or AOL .
- In Windows systems, check the Start / Programs menu for multiple instances of Internet Explorer (such as MSN Explorer). The proxy script must be entered in the browser that is being used. If there is more than one version, the script may need to be entered by going into the Control Panel (click on Start, then Settings and Control Panel OR Start, then Control Panel) and then double-clicking on Internet Options. From the Internet Options window, follow the basic setup instructions as usual.
Contact the CTC HelpDesk for further assistance. For more effective assistance with the library resource access issues, we recommend that users contact us by telephone, rather than through e-mail. If you have followed all troubleshooting steps and are unable to access the library resources with your computer, you may wish to try a different computer (such as a friend’s). Forsyth Library's Outreach Program can also assist you by providing materials through another method. For more information, see www.fhsu.edu/forsyth_lib/outreach.shtml.

If you have problems…

Review these procedures and check to make sure you have followed all steps as instructed and that the configuration script address has been entered correctly. Also, make sure your username and password have been entered correctly when trying to access a resource.

For assistance using these instructions, call the Fort Hays State University CTC HelpDesk at (785) 628-5276. Before calling for problem assistance, write down the steps you have done so far and any error messages you may have received.

For assistance using the library resources once you have access to them, contact Forsyth Library at (785) 628-5283.

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