[Eril-l] [External] Re: Inconsistent problems with “Embase via Elsevier” in current version of Firefox and Chrome

Tue Aug 10 07:49:12 PDT 2021

We received the following message from Elsevier that the issue with Embase has been resolved. We are no longer experiencing any errors.

“Thank you for reaching Elsevier Life Sciences. I understand you need assistance regarding the error in Embase.
Base on the screenshot provided, the error was encounter last August 5, 2021. Our Product Team confirmed there is an issue on that day which users got the "White Labeled Error". The error normally was fixed by itself upon refreshing the browser or changing into incognito mode.
Rest assured that the website is working fine now and user should not experienced the error again.”

Susan

From: Heidi Card <cardh at duq.edu>
Sent: Monday, August 9, 2021 12:54 PM
To: Susan Prefontaine <sprefont at buffalo.edu>; Robyn M Gleasner <RGleasner at salud.unm.edu>; Timothy Mccarthy <tmmc at buffalo.edu>; eril-l at lists.eril-l.org
Subject: RE: [Eril-l] [External] Re: Inconsistent problems with “Embase via Elsevier” in current version of Firefox and Chrome

Thanks, Susan!

Best,

Heidi

Heidi Card (she/her), MA, MLIS
Access & Discovery Librarian, Collections & Metadata Services
Gumberg Library | Duquesne University
600 Forbes Avenue, Pittsburgh, PA 15282
cardh at duq.edu<mailto:cardh at duq.edu> | 412.396.5233
www.duq.edu/library<https://nam12.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.duq.edu%2Flibrary&data=04%7C01%7Csprefont%40buffalo.edu%7C13ede116975644c7f97508d95b5645af%7C96464a8af8ed40b199e25f6b50a20250%7C0%7C0%7C637641248372000302%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=00vI5ud%2BUj8z09xPteYcmNqkcvjzMTfaYe3396JhVR0%3D&reserved=0>

I acknowledge and honor the Shawnee<https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.shawnee-tribe.org%2F&data=04%7C01%7Csprefont%40buffalo.edu%7C13ede116975644c7f97508d95b5645af%7C96464a8af8ed40b199e25f6b50a20250%7C0%7C0%7C637641248372000302%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=AG3XaeD0LY%2BRQ9W4j4RK13eF71yxH1%2BYyMAltAVerGE%3D&reserved=0> and Osage<https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.osagenation-nsn.gov%2F&data=04%7C01%7Csprefont%40buffalo.edu%7C13ede116975644c7f97508d95b5645af%7C96464a8af8ed40b199e25f6b50a20250%7C0%7C0%7C637641248372010261%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=YvQJVc%2BEbU5wPJN6FwboRmBey93DTu3%2BXHy%2F6egiwog%3D&reserved=0> peoples, past, present, and future, and all of the original Indigenous peoples of the land upon which Duquesne University, Pittsburgh, PA stands. Whose land are you on?
<https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Furldefense.com%2Fv3%2F__https%3A%2Fnative-land.ca%2F__%3B!!KGKeukY!hwVSpngdzjG6ntQbVc2XbH1KgZNaFcsVa_KOZGxfbG03aniAyA7g73mexh6YkpiS-Wll%24&data=04%7C01%7Csprefont%40buffalo.edu%7C13ede116975644c7f97508d95b5645af%7C96464a8af8ed40b199e25f6b50a20250%7C0%7C0%7C637641248372010261%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=K8dh4PQp3nWkNRQanlIq660CXB73P6vsK7e8%2BO7Heqs%3D&reserved=0>

From: Susan Prefontaine <sprefont at buffalo.edu<mailto:sprefont at buffalo.edu>>
Sent: Monday, August 9, 2021 11:37 AM
To: Heidi Card <cardh at duq.edu<mailto:cardh at duq.edu>>; Robyn M Gleasner <RGleasner at salud.unm.edu<mailto:RGleasner at salud.unm.edu>>; Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>; eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>
Subject: RE: [Eril-l] [External] Re: Inconsistent problems with “Embase via Elsevier” in current version of Firefox and Chrome

Hi Heidi,
I did open a case with Elsevier and was told by our Embase consultant that they are familiar with the message, having experienced it themselves, and other customers are also reporting it. I was asked to open a case with Elsevier customer support, as it is very important that they handle this issue.
I can update this thread when I hear back from customer support.

Susan Prefontaine
Electronic Resources Team Coordinator
University Libraries
University at Buffalo/SUNY
135 Lockwood Library Building
Buffalo, NY 14260-2210
716-645-8581
716-645-5955 fax
sprefont at buffalo.edu<mailto:sprefont at buffalo.edu>

Susan Prefontaine From: Eril-l <eril-l-bounces at lists.eril-l.org<mailto:eril-l-bounces at lists.eril-l.org>> On Behalf Of Heidi Card
Sent: Friday, August 6, 2021 8:32 AM
To: Robyn M Gleasner <RGleasner at salud.unm.edu<mailto:RGleasner at salud.unm.edu>>; Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>; eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>
Subject: Re: [Eril-l] [External] Re: Inconsistent problems with “Embase via Elsevier” in current version of Firefox and Chrome

Hello all –

Did anyone contact Elseiver and get a response? I did get one report of this late yesterday, but I can’t replicate any errors this morning.

Thanks & kind regards,

Heidi

Heidi Card (she/her), MA, MLIS
Access & Discovery Librarian, Collections & Metadata Services
Gumberg Library | Duquesne University
600 Forbes Avenue, Pittsburgh, PA 15282
cardh at duq.edu<mailto:cardh at duq.edu> | 412.396.5233
www.duq.edu/library<https://nam12.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.duq.edu%2Flibrary&data=04%7C01%7Csprefont%40buffalo.edu%7C13ede116975644c7f97508d95b5645af%7C96464a8af8ed40b199e25f6b50a20250%7C0%7C0%7C637641248372020217%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=2VO9Atp67KHehITB75jg4fo3g18rSoTMR%2FZHzApod7c%3D&reserved=0>

I acknowledge and honor the Shawnee<https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.shawnee-tribe.org%2F&data=04%7C01%7Csprefont%40buffalo.edu%7C13ede116975644c7f97508d95b5645af%7C96464a8af8ed40b199e25f6b50a20250%7C0%7C0%7C637641248372020217%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=bx7oBXQQbRpObqsDBhzezjkBR4EDZ7ltpLnHOeLjetQ%3D&reserved=0> and Osage<https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.osagenation-nsn.gov%2F&data=04%7C01%7Csprefont%40buffalo.edu%7C13ede116975644c7f97508d95b5645af%7C96464a8af8ed40b199e25f6b50a20250%7C0%7C0%7C637641248372030173%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=knhFLRoO0nFVqtHstyPJ6ZrjXP52L%2Bzm2lilT4D%2FmjE%3D&reserved=0> peoples, past, present, and future, and all of the original Indigenous peoples of the land upon which Duquesne University, Pittsburgh, PA stands. Whose land are you on?
<https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Furldefense.com%2Fv3%2F__https%3A%2Fnative-land.ca%2F__%3B!!KGKeukY!hwVSpngdzjG6ntQbVc2XbH1KgZNaFcsVa_KOZGxfbG03aniAyA7g73mexh6YkpiS-Wll%24&data=04%7C01%7Csprefont%40buffalo.edu%7C13ede116975644c7f97508d95b5645af%7C96464a8af8ed40b199e25f6b50a20250%7C0%7C0%7C637641248372030173%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=HKwJergDY%2BiklAMMSryeSHQzOr7%2BFnRznjz8Rc2wuP4%3D&reserved=0>

From: Eril-l <eril-l-bounces at lists.eril-l.org<mailto:eril-l-bounces at lists.eril-l.org>> On Behalf Of Robyn M Gleasner
Sent: Thursday, August 5, 2021 5:40 PM
To: Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>; eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>
Subject: [External] Re: [Eril-l] Inconsistent problems with “Embase via Elsevier” in current version of Firefox and Chrome

We are having access issues at the UNM Health Sciences Library too. Users have reported different error messages after authenticating. I would like to hear about solutions too.

Robyn

Get Outlook for iOS<https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fo0ukef&data=04%7C01%7Csprefont%40buffalo.edu%7C13ede116975644c7f97508d95b5645af%7C96464a8af8ed40b199e25f6b50a20250%7C0%7C0%7C637641248372040133%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=8fxzou0qO4zLDfagCy4h%2FeaDANUJ1V%2BgAJzi13gI9xY%3D&reserved=0>
________________________________
From: Eril-l <eril-l-bounces at lists.eril-l.org<mailto:eril-l-bounces at lists.eril-l.org>> on behalf of Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>
Sent: Thursday, August 5, 2021 2:55:51 PM
To: 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: [Eril-l] Inconsistent problems with “Embase via Elsevier” in current version of Firefox and Chrome

[[-- External - this message has been sent from outside the University --]]

Hi All,

We’re having inconsistent problems with “Embase via Elsevier” in the current version of Firefox and Chrome, but not for all users.  When we click on our EZProxied link for Embase (https://gate.lib.buffalo.edu/login?url=https://www.embase.com/<https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Furldefense.com%2Fv3%2F__https%3A%2F%2Fwww.embase.com%2F__%3B!!KXH1hvEXyw!LlCfmIpgzxdpW-FM8Bfd6jdMklXMrqu-qEOviEcrqhzZvyxepWgl23Rdcux6Ro8t0ig0%24&data=04%7C01%7Csprefont%40buffalo.edu%7C13ede116975644c7f97508d95b5645af%7C96464a8af8ed40b199e25f6b50a20250%7C0%7C0%7C637641248372050097%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=BZ9j8E5Wnd7gAwbRK1d8djES43qyc28cukpvxbNXxPk%3D&reserved=0>) the page resolves to a mostly blank page as shown below and then an error page.  We can’t figure out the problem so far.  Has anyone else seen a similar problem and were you able to resolve it?

Thanks!

Tim

________________

Tim McCarthy

Technical Services Systems Librarian

eResources Team

University at Buffalo Libraries

134 Lockwood Library

Buffalo, NY 14260-2210

Ph: (716) 645-8577

tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>

[cid:image001.jpg at 01D78DD5.9FCDBCD0]

[cid:image002.jpg at 01D78DD5.9FCDBCD0]

From: Susan Prefontaine <sprefont at buffalo.edu<mailto:sprefont at buffalo.edu>>
Sent: Thursday, August 5, 2021 3:56 PM
To: Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>; Nancy Babb <babb at buffalo.edu<mailto:babb at buffalo.edu>>; Susan Bartl <unlsdb at buffalo.edu<mailto:unlsdb at buffalo.edu>>; Jennifer Frys <brand23 at buffalo.edu<mailto:brand23 at buffalo.edu>>
Subject: RE: Embase via Elsevier

Maybe someone can shed some light on this. Do you want to send the email?

Sue

From: Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>
Sent: Thursday, August 5, 2021 3:54 PM
To: Nancy Babb <babb at buffalo.edu<mailto:babb at buffalo.edu>>; Susan Prefontaine <sprefont at buffalo.edu<mailto:sprefont at buffalo.edu>>; Susan Bartl <unlsdb at buffalo.edu<mailto:unlsdb at buffalo.edu>>; Jennifer Frys <brand23 at buffalo.edu<mailto:brand23 at buffalo.edu>>
Subject: RE: Embase via Elsevier

Same for me.  I wonder if asking about this on ERIL-L might be worthwhile?  Tim

From: Nancy Babb <babb at buffalo.edu<mailto:babb at buffalo.edu>>
Sent: Thursday, August 5, 2021 3:52 PM
To: Susan Prefontaine <sprefont at buffalo.edu<mailto:sprefont at buffalo.edu>>; Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>; Susan Bartl <unlsdb at buffalo.edu<mailto:unlsdb at buffalo.edu>>; Jennifer Frys <brand23 at buffalo.edu<mailto:brand23 at buffalo.edu>>
Subject: RE: Embase via Elsevier

Mine is “Don’t enable HTTPS-Only Mode”

--Nancy

From: Susan Prefontaine <sprefont at buffalo.edu<mailto:sprefont at buffalo.edu>>
Sent: Thursday, August 5, 2021 3:50 PM
To: Nancy Babb <babb at buffalo.edu<mailto:babb at buffalo.edu>>; Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>; Susan Bartl <unlsdb at buffalo.edu<mailto:unlsdb at buffalo.edu>>; Jennifer Frys <brand23 at buffalo.edu<mailto:brand23 at buffalo.edu>>
Subject: RE: Embase via Elsevier

Just curious, what does your Security have checked off for HTTPS-ONLY mode? Mine checks don’t enable HTTPS-Only mode.

Very bottom.

From: Susan Prefontaine
Sent: Thursday, August 5, 2021 3:46 PM
To: Nancy Babb <babb at buffalo.edu<mailto:babb at buffalo.edu>>; Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>; Susan Bartl <unlsdb at buffalo.edu<mailto:unlsdb at buffalo.edu>>; Jennifer Frys <brand23 at buffalo.edu<mailto:brand23 at buffalo.edu>>
Subject: RE: Embase via Elsevier

Only difference with mine is highlighted below. Tim’s says 866 MB.

[cid:image003.png at 01D78DD5.9FCDBCD0]

From: Nancy Babb <babb at buffalo.edu<mailto:babb at buffalo.edu>>
Sent: Thursday, August 5, 2021 3:44 PM
To: Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>; Susan Prefontaine <sprefont at buffalo.edu<mailto:sprefont at buffalo.edu>>; Susan Bartl <unlsdb at buffalo.edu<mailto:unlsdb at buffalo.edu>>; Jennifer Frys <brand23 at buffalo.edu<mailto:brand23 at buffalo.edu>>
Subject: RE: Embase via Elsevier

Mine look the same! I have no idea.

--Nancy

From: Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>
Sent: Thursday, August 5, 2021 3:40 PM
To: Nancy Babb <babb at buffalo.edu<mailto:babb at buffalo.edu>>; Susan Prefontaine <sprefont at buffalo.edu<mailto:sprefont at buffalo.edu>>; Susan Bartl <unlsdb at buffalo.edu<mailto:unlsdb at buffalo.edu>>; Jennifer Frys <brand23 at buffalo.edu<mailto:brand23 at buffalo.edu>>
Subject: RE: Embase via Elsevier

Here are my Firefox security settings.  Tim

[cid:image004.png at 01D78DD5.9FCDBCD0]

[cid:image005.png at 01D78DD5.9FCDBCD0]

From: Nancy Babb <babb at buffalo.edu<mailto:babb at buffalo.edu>>
Sent: Thursday, August 5, 2021 3:34 PM
To: Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>; Susan Prefontaine <sprefont at buffalo.edu<mailto:sprefont at buffalo.edu>>; Susan Bartl <unlsdb at buffalo.edu<mailto:unlsdb at buffalo.edu>>; Jennifer Frys <brand23 at buffalo.edu<mailto:brand23 at buffalo.edu>>
Subject: RE: Embase via Elsevier

I haven’t been able to trigger the error at all.

--Nancy

From: Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>
Sent: Thursday, August 5, 2021 3:33 PM
To: Susan Prefontaine <sprefont at buffalo.edu<mailto:sprefont at buffalo.edu>>; Nancy Babb <babb at buffalo.edu<mailto:babb at buffalo.edu>>; Susan Bartl <unlsdb at buffalo.edu<mailto:unlsdb at buffalo.edu>>; Jennifer Frys <brand23 at buffalo.edu<mailto:brand23 at buffalo.edu>>
Subject: RE: Embase via Elsevier

I’m running Firefox 90.0.2 at work and home and I’m still seeing the problem.  Tim

From: Susan Prefontaine <sprefont at buffalo.edu<mailto:sprefont at buffalo.edu>>
Sent: Thursday, August 5, 2021 3:28 PM
To: Nancy Babb <babb at buffalo.edu<mailto:babb at buffalo.edu>>; Susan Bartl <unlsdb at buffalo.edu<mailto:unlsdb at buffalo.edu>>; Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>; Jennifer Frys <brand23 at buffalo.edu<mailto:brand23 at buffalo.edu>>
Subject: RE: Embase via Elsevier

…and

“And now, I once again cleared cache & cookies, closed the browser, reopened it and…presto change-o! It’s working.”

Can we consider this resolved? I asked Donna to let me know if she encounters any more issues.

Sue

From: Susan Prefontaine
Sent: Thursday, August 5, 2021 2:40 PM
To: Nancy Babb (babb at buffalo.edu<mailto:babb at buffalo.edu>) <babb at buffalo.edu<mailto:babb at buffalo.edu>>; Susan Bartl <unlsdb at buffalo.edu<mailto:unlsdb at buffalo.edu>>; Timothy Mccarthy <tmmc at buffalo.edu<mailto:tmmc at buffalo.edu>>; Jennifer Frys <brand23 at buffalo.edu<mailto:brand23 at buffalo.edu>>
Subject: Embase via Elsevier

>From Donna, who is using Chrome,

“Yes, I tried clearing the cache and cookies before I opened the ticket. Then, when I still couldn’t get Embase, I tried again. Then, after I could open it in an incognito window, I tried yet again…..still can’t get it in Chrome unless I use an incognito window. So, I’m doing something or……??”

Sue
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