[Eril-l] EBSCO down?

Thu Sep 17 11:55:53 PDT 2020

            One of our staff had the problem today, and what I noticed on the screen shot they sent is that the EBSCO load balancer had sent them to the http://web.a.ebscohost.com/ . When I tested, I go the http://web.b.ebscohost.com/ server, and didn’t see a problem. The same issue came up with one of our students several weeks ago – it appeared to be specifically the “a” server that was having problems. It’s difficult to troubleshoot and document, because as far as I know, there’s no way to control which server you get sent to.

                        -Kerry

[cid:F2F056B5-F514-4903-AFF0-0089CBD328C7]

Kerry Bouchard
DIRECTOR OF LIBRARY SYSTEMS
TCU LIBRARY
TCU BOX 298400
FORT WORTH, TX 76129
817-257-6809
k.bouchard at tcu.edu<mailto:k.bouchard at tcu.edu>

From: Eril-l <eril-l-bounces at lists.eril-l.org> On Behalf Of Kness, Kelsey
Sent: Thursday, September 17, 2020 1:44 PM
To: Larrison, Stephanie <larrison at txstate.edu>; Platkowski, Melissa <platkowm at uwgb.edu>; eril-l at lists.eril-l.org
Subject: Re: [Eril-l] EBSCO down?

How interesting! Yes, I thought the same thing. I checked the OCLC stanza’s for an update first thing.

Kindly,
KELSEY KNESS
Electronic Resources Librarian
Collection Management & Resource Services (CMRS)
Texas Woman's University
Denton, TX | kkness at twu.edu<mailto:kkness at twu.edu>

From: "Larrison, Stephanie" <larrison at txstate.edu<mailto:larrison at txstate.edu>>
Date: Thursday, September 17, 2020 at 1:34 PM
To: "Kness, Kelsey" <KKness at twu.edu<mailto:KKness at twu.edu>>, "Platkowski, Melissa" <platkowm at uwgb.edu<mailto:platkowm at uwgb.edu>>, "eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>" <eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>>
Subject: RE: EBSCO down?

Hello Kelsey,

Yes!  It does appear to be on campus  only, which is  new one to me.  It’s usually the reverse where the proxy is the problem.

I did not mention this on my ticket, but I will now.

Thank you for the information!
Stephanie

From: Kness, Kelsey <KKness at twu.edu<mailto:KKness at twu.edu>>
Sent: Thursday, September 17, 2020 1:28 PM
To: Larrison, Stephanie <larrison at txstate.edu<mailto:larrison at txstate.edu>>; Platkowski, Melissa <platkowm at uwgb.edu<mailto:platkowm at uwgb.edu>>; eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>
Subject: Re: EBSCO down?

Thank you all for your messages. As of now, I’ve at least figured out it’s an on-campus issue, off-campus access works fine. I’m at home, on VPN it doesn’t work. Switch off VPN and it works fine. The user reporting issues is on-campus. All our other databases from other vendors work fine.

Stephanie, that’s what ours looks like too, it takes forever to load that. Then when you try to search nothing happens.

Screen recording of getting to the search: https://drive.google.com/file/d/14YCCxE1PCNTPbMgX3uxVD_b8sAxi11Wx/view<https://urldefense.com/v3/__https:/nam04.safelinks.protection.outlook.com/?url=https*3A*2F*2Fdrive.google.com*2Ffile*2Fd*2F14YCCxE1PCNTPbMgX3uxVD_b8sAxi11Wx*2Fview&data=02*7C01*7Clarrison*40txstate.edu*7C4df7114d6b5f4531cfba08d85b37708a*7Cb19c134a14c94d4caf65c420f94c8cbb*7C0*7C1*7C637359640977120571&sdata=f2n2AAceug2jjPj6paUCPw966lUG2Owc8*2BSZNb8mF1Y*3D&reserved=0__;JSUlJSUlJSUlJSUlJSUlJSU!!O2_lDA!hYi_YG5v0ctSwqzwLmOW8_zU-_inqQJ4VbUMfu60MXGuZjMor2Tjw_7RUgBr8fuB0g$> - it takes about 2 min to load the page
Screen recording of a search: https://drive.google.com/file/d/1Nwvl02yOSVyAc_hO7UIWla7mR4fpTw_x/view<https://urldefense.com/v3/__https:/nam04.safelinks.protection.outlook.com/?url=https*3A*2F*2Fdrive.google.com*2Ffile*2Fd*2F1Nwvl02yOSVyAc_hO7UIWla7mR4fpTw_x*2Fview&data=02*7C01*7Clarrison*40txstate.edu*7C4df7114d6b5f4531cfba08d85b37708a*7Cb19c134a14c94d4caf65c420f94c8cbb*7C0*7C1*7C637359640977120571&sdata=*2FYIOxeByV7U2teu7xJ0M*2Fuoe64Pf2hqkfiwXPq3gt7I*3D&reserved=0__;JSUlJSUlJSUlJSUlJSUlJSUl!!O2_lDA!hYi_YG5v0ctSwqzwLmOW8_zU-_inqQJ4VbUMfu60MXGuZjMor2Tjw_7RUgDHqMnAyw$>

EBSCO responded around 11:45a that there were no known issues today. About noon, I responded with all the information for them to investigate and am still waiting to hear back.

Kindly,
KELSEY KNESS
Electronic Resources Librarian
Collection Management & Resource Services (CMRS)
Texas Woman's University
Denton, TX | kkness at twu.edu<mailto:kkness at twu.edu>

From: "Larrison, Stephanie" <larrison at txstate.edu<mailto:larrison at txstate.edu>>
Date: Thursday, September 17, 2020 at 1:20 PM
To: "Platkowski, Melissa" <platkowm at uwgb.edu<mailto:platkowm at uwgb.edu>>, "Kness, Kelsey" <KKness at twu.edu<mailto:KKness at twu.edu>>, "eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>" <eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>>
Subject: RE: EBSCO down?

We are having “loading issues” today, but intermittent and primarily in Firefox.  I just submitted a support ticket a couple minutes ago.

[cid:image003.png at 01D68CFA.420D2A40]

Stephanie Larrison
Electronic Resources Librarian
Texas State University
larrison at txstate.edu<mailto:larrison at txstate.edu>

From: Eril-l <eril-l-bounces at lists.eril-l.org<mailto:eril-l-bounces at lists.eril-l.org>> On Behalf Of Platkowski, Melissa
Sent: Thursday, September 17, 2020 1:05 PM
To: Kness, Kelsey <KKness at twu.edu<mailto:KKness at twu.edu>>; eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>
Subject: Re: [Eril-l] EBSCO down?

I had a suspicious report this morning.  But it worked again later.

From: Eril-l <eril-l-bounces at lists.eril-l.org<mailto:eril-l-bounces at lists.eril-l.org>> On Behalf Of Kness, Kelsey
Sent: Thursday, September 17, 2020 9:55 AM
To: eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>
Subject: [Eril-l] EBSCO down?

Hi all,
Is there anyone else experiencing an outage of EBSCO databases? I’ve opened a support ticket, but while I wait to hear back I figured I’d see if anyone else is having issues.

I know they had issues yesterday, but that was supposedly resolved.

Kindly,
KELSEY KNESS
Electronic Resources Librarian
Collection Management & Resource Services (CMRS)
Texas Woman's University
Denton, TX | kkness at twu.edu<mailto:kkness at twu.edu>

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