[Eril-l] [EXTERNAL] Re: Taylor & Francis eBooks - Error Messages for Random Users

Wed Jul 16 08:05:34 PDT 2025

Unfortunately, I cannot confirm that we have had a similar issue with
Taylor & Francis ebooks (yet). However, we have noticed random
error messages when accessing/using ebooks sitting on ProQuest's eBook
Central. In our case, when someone tries to access a chapter of an ebook,
they get a message "Your session has expired. Please refresh this page,
search again, or sign-in again." Sadly, refreshing does not work to solve
the problem. I am getting the same response from the vendor that it is
working for them and to clear the browser history and cache and sign in
again. We are trying to figure out how to send directions "on what to do if
you get this error message" out to all students and faculty at the
beginning of Fall Term.

This probably is not the same issue, but the randomness and error message
problem are similar. If you get any new fixes for your problem with Taylor
& Francis ebooks, please share!

Judith

--
Judith Nagata  (she/her)
Electronic Resources & Serials Librarian
Dinand Library
College of the Holy Cross
Worcester, MA 01610
p: 508-793-2639
e: jnagata at holycross.edu

On Wed, Jul 16, 2025 at 10:47 AM Electronic Resources in Libraries
discussion list via Eril-l <eril-l at lists.eril-l.org> wrote:

> Thanks for responding Susan! They also keep confirming it's working, but
> there's 100% something on their end with this... I had to download a file
> from the browser of the error page (i.e. right clicking and using "Inspect"
> to see a bunch of coding) and send it to them. I offered to send them a HAR
> file for them to review and I've sent screencasts... I don't know, I'm
> quite frustrated.
>
> I'll be interested to see if *more *tickets slam through during the first
> few weeks of classes. This is extremely problematic and they need to find a
> fix...
> I've also cleared my browser cache out and even after waiting so long, I
> still can't get into anything... sigh.
> Thanks for the insights, and confirmation we're not the only ones with
> this issue!
>
> Erika
>
> On Wed, Jul 16, 2025 at 10:26 AM Electronic Resources in Libraries
> discussion list via Eril-l <eril-l at lists.eril-l.org> wrote:
>
>> [*Caution*: Email from External Sender. Do not click or open links or
>> attachments unless you know this sender.]
>>
>> Hi, Erika,
>>
>> We get these randomly as well, not just when accessing via Primo, but
>> also when going directly to the database. It seems to happen on and off
>> proxy (we use EZ proxy)
>>
>> I've submitted tickets to T&F before, but usually when they get around to
>> checking it - they say it is working.
>>
>> I really dislike their platform, because of this, but I do think it is
>> something wrong on their end, but since it is random I guess they can't fix
>> it?
>>
>> The best thing I have found to do is to empty any T&F cookies from your
>> browser and try again after a few minutes.
>>
>> Susan
>>
>>
>>
>> Susan R. Barber
>> Electronic Resources Coordinator
>> Paul and Rosemary Trible Library
>> Christopher Newport University
>> sbarber at cnu.edu
>> 757-594-7046
>>
>>
>> On Wed, Jul 16, 2025 at 8:19 AM Electronic Resources in Libraries
>> discussion list via Eril-l <eril-l at lists.eril-l.org> wrote:
>>
>>> Hi,
>>>
>>> I *really *need to find out if anyone else has experienced this, but
>>> we've been having a random eBook issue with Taylor & Francis content. When
>>> users (including myself) attempt to download the eBook or a Chapter, the
>>> page begins to load and then results in a "Sorry, Page Not Found" message:
>>>
>>> [image: image.png]
>>>
>>> I know it's not a proxy issue (we use OpenAthens). It also doesn't
>>> appear to be a browser issue as this happens across every browser — but the
>>> strangest part is it does *not *happen to everyone! It's just random
>>> people at random moments. For example, I couldn't download content from a
>>> book for 2 weeks — then, suddenly I COULD download the content... but that
>>> only lasted a week before I started getting the "Sorry, Page Not Found"
>>> message.
>>>
>>> I've been trying to work with Taylor & Francis on this since late May
>>> and I'm getting nervous. We use many T&F eBooks for Courses... I haven't
>>> seen anyone else bring this up, but has this happened (at all) to anyone? I
>>> ONLY found that this was an issue because of users reporting access issues
>>> for T&F content...
>>>
>>> Erika
>>>
>>>
>>> ————————————————————
>>> *Erika Boardman, MLIS *| Electronic Resources Management Librarian
>>> UNC Charlotte | J. Murrey Atkins Library - Collection Services
>>> 9201 University City Blvd. | Charlotte, NC 28223
>>> eboardman at charlotte.edu <eboardman at uncc.edu> | 704-687-1124 |
>>> library.charlotte.edu
>>> Pronouns: she, her, hers
>>> ————————————————————
>>>
>>>
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