[Eril-l] [External] Strange access problem

[Hart, Kat]

Hi Suzanne,

This sounds very similar to an access issue reported many years ago by a patron when I was at another institution. The patron logged into a database through the library’s website, but the content was branded as “Kaiser Permanente” instead of the University, and it was asking the patron to log in. The URL was properly proxied, and the publisher had our correct IP addresses. We couldn’t reproduce the issue on or off campus.

The problem turned out to be that the patron’s ISP had mistakenly assigned her IP address to Kaiser on their end. It had nothing to do with the library or the IP settings on the publisher’s end. I’m not saying that is what is going on here, but it could be an error on the ISP side.

Kat

--

Katherine Hart, MLIS
Head, Electronic and Continuing Resources
Woodruff Library
Emory University
540 Asbury Circle
Atlanta, GA 30322
404-712-2797
kat.hart at emory.edu<mailto:kat.hart at emory.edu>

pronouns: she|her|hers



From: Eril-l <eril-l-bounces at lists.eril-l.org> on behalf of Suzanne Fayle <sfayle at roseman.edu>
Date: Tuesday, March 2, 2021 at 1:26 PM
To: "eril-l at lists.eril-l.org" <eril-l at lists.eril-l.org>
Subject: [External] [Eril-l] Strange access problem

Hi there,

I’m looking to see if anyone has any particular advice on an access problem I’ve been trying to fix.

When we log in to a journal titled Operative Dentistry we are seeing another University’s branding. We log in successfully but we are hitting a paywall when trying to access the articles. We authenticate through EZproxy and OCLC support can’t pinpoint the problem. The journal’s support looked at things and came up with no solution –  our IP addresses are accurately registered, the subscription is activated. This is definitely a new problem, it is not a new subscription. It seems to only be a problem when going through the proxy IP. Our on campus IP addresses can access articles ok and see our branding. I don’t see this problem with other resources. I have gone through the typical troubleshooting steps.

Short of contacting the other University I’m not sure what else to investigate. Any advice?

Suzanne Fayle, MSLS
Roseman University of Health Sciences
University Library
Electronic Resources Librarian
sfayle at roseman.edu<mailto:sfayle at roseman.edu>

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