[Eril-l] Puzzling remote authentication problem

[Electronic Resources in Libraries discussion list]

Hi Kate,

I have not seen that message but this document might help:
https://help.oclc.org/Library_Management/EZproxy/Troubleshooting/Why_am_I_getting_error_File_missing_docs_suspend.htm_from_EZproxy

You can also google the error message to find links to libguides with tips on what causes the issue.  Your user downloaded a big document that exceeded the maximum amount of data allowed to be downloaded through your ezproxy server.


Andrea
********************************
Andrea Imre
Associate Professor
Electronic Resources Librarian
Southern Illinois University Carbondale
Morris Library - MC6632
605 Agriculture Dr
Carbondale, IL 62901
phone: 618-453-4339
fax:  618-453-3452
e-mail: aimre at lib.siu.edu<mailto:aimre at lib.siu.edu>



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Sent: Monday, July 24, 2023 10:14 AM
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Subject: [Eril-l] Puzzling remote authentication problem


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Good morning-

I have a faculty member who is having trouble using library resources remotely, and I have exhausted pretty much everything in my toolkit to resolve the problem. This person consistently gets an error message that says "File missing: docs/suspend.htm" after entering his credentials when trying to access something via a proxied link. This behavior persists across different browsers and devices, and happens regardless of what platform he tries to use. Even more curious, he cannot access any library resources when using the campus VPN. My instinct is that there is some problem with his credentials, but Campus IT insists that nothing is wrong with his account.

Has anyone ever seen this type of problem before and found a solution? Short of sending him back to campus IT, I'm stumped.

Thanks!
Kate
Kate Silton
she / her / hers
Electronic Resources Librarian
Z. Smith Reynolds Library, Wake Forest University
336.758.5484 | siltonk at wfu.edu<mailto:siltonk at wfu.edu>
orcid<https://orcid.org/0000-0002-9200-5006>

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