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<div id="divtagdefaultwrapper" style="font-size:12pt;color:#000000;font-family:Calibri,Arial,Helvetica,sans-serif;" dir="ltr">
<p>While I understand that what you are saying happens, I don't feel like any of what you described is abnormal usage.</p>
<p><br>
</p>
<p>And this situation was especially frustrating because we have confirmed that it was a class in an instruction lab, all on our campus on our campus IP range. There were 26 different IP addresses on the log file Proquest sent me. They interpreted this as
"someone bouncing around on different IP addresses and downloading a lot of stuff"... when it was 26 people in a class using a resource we pay for, to examine particular resources for a particular reason (a class assignment). Now, which of those actually
is the more likely scenario? That we've been hacked, or ... using the stuff we're paying for?</p>
<p><br>
</p>
<p>Further complicating and frustrating our efforts to straighten this out, we had NO INFORMATION that this block was happening due to "suspicious activity". Doesn't it seem like it would make sense for them to let us know this is going on, so we can investigate
it? If it wasn't legit usage, we'd get our IT involved to block the traffic. And it's not like Proquest doesn't know who to contact on our campus. I'm the technical contact, and we've got two other contacts in acquisitions who are in regular communication
with Proquest.</p>
<p><br>
</p>
<p>I only found out what was happening when I called Proquest and they told me (which was the third attempt to reach support, by the way). They don't want the "bad guys" to know the details of what the block threshold is, how long the block stays, and the
support person had no power to clear it even after I confirmed it was a class using the resource. Sure, that makes sense to protect information. But when you can't inform a customer who is paying for your resource that's being used legitimately, and who
would take steps to HELP if it was illegitimate, that's a problem. When you KNOW that this is a problem for academic and K-12 customers, enough that your support people are frustrated by it, and your customers are angry on the phone, that's a problem.</p>
<p><br>
</p>
<p>And I wouldn't call being blocked for 3+ hours while a class is up against a deadline "resolved quickly."<br>
</p>
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<div id="divRplyFwdMsg" dir="ltr"><font face="Calibri, sans-serif" style="font-size:11pt" color="#000000"><b>From:</b> Deziel, Bryan G. <bdeziel@anl.gov><br>
<b>Sent:</b> Tuesday, January 30, 2018 5:52:22 PM<br>
<b>To:</b> Platkowski, Melissa; Lee Adams<br>
<b>Cc:</b> eril-l@lists.eril-l.org<br>
<b>Subject:</b> RE: [Eril-l] PsycInfo having issues for anyone else?</font>
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">This is not an uncommon issue here with multiple publishers. There are multiple reasons why this occurs. While it is rarely nefarious activity, sometimes it is
users who are unaware of the license restrictions on our subscriptions. We have encountered this on occasion with users who are using programs like EndNote to download multiple full text files. Then again, sometimes it is the result of technical issues. We
have encountered times where laptops (particularly when someone is moving around) bounce between our IP addresses which can cause a page to reload, simulating a second, third, and fourth download.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Whichever the case, we have a boilerplate email that we send to the publisher and we work with Cyber Security to attempt to identify the user (or at least department)
and notify them of our license agreements. Usually access is restored fairly quickly.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Hopefully this issue is resolved for you soon.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Bryan<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Palatino Linotype",serif;color:gray">Bryan G. Deziel, MLIS<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Palatino Linotype",serif;color:gray">Discovery and Digital Resources Librarian<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Palatino Linotype",serif;color:gray">Argonne Research Library,<o:p></o:p></span></p>
<p class="MsoNormal"><b><i><span style="font-size:10.0pt;font-family:"Palatino Linotype",serif;color:gray">Argonne National Laboratory<o:p></o:p></span></i></b></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Palatino Linotype",serif;color:gray"><a href="mailto:bdeziel@anl.gov"><span style="color:gray">bdeziel@anl.gov</span></a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Palatino Linotype",serif;color:gray">(630) 252-3876<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Palatino Linotype",serif;color:gray"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Calibri",sans-serif;color:#00B050"><img border="0" width="392" height="19" style="width:4.0833in;height:.1979in" id="Picture_x0020_3" alt="Description: Description: Please consider the environment before printing" src="cid:image002.gif@01D399F3.12DBBE50"></span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p></o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> Eril-l [mailto:eril-l-bounces@lists.eril-l.org]
<b>On Behalf Of </b>Platkowski, Melissa<br>
<b>Sent:</b> Tuesday, January 30, 2018 5:26 PM<br>
<b>To:</b> Lee Adams <lee.adams@csueastbay.edu><br>
<b>Cc:</b> eril-l@lists.eril-l.org<br>
<b>Subject:</b> Re: [Eril-l] PsycInfo having issues for anyone else?<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">After I got a few “no” responses, I got on the phone.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Apparently we have tripped some threshold for access that makes them think it’s fraudulent activity. They sent me the log files, and every single one of the
IP’s on it was an on-campus IP. They were not able to tell me what the threshold was or how long it would take to clear. I am not amused.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">I’ve been here an hour later than I was supposed to be tonight, and I need to head home now. But I will give more details on what I was told tomorrow.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Maiandra GD",sans-serif;color:#C0504D">Melissa Platkowski
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Maiandra GD",sans-serif;color:#C0504D"><br>
Systems Librarian<br>
David A. Cofrin Library <br>
University of Wisconsin-Green Bay <br>
2420 Nicolet Dr. <br>
Green Bay, WI 54311-7001 <br>
P: (920) 465-2764</span><span style="font-size:11.0pt;font-family:"Maiandra GD",sans-serif;color:green">
</span><span style="font-size:11.0pt;font-family:"Maiandra GD",sans-serif;color:#1F497D"> <br>
<br>
</span><span style="font-size:11.0pt;font-family:"Maiandra GD",sans-serif;color:#2626D8"><a href="mailto:platkowm@uwgb.edu">platkowm@uwgb.edu</a></span><span style="font-size:11.0pt;font-family:"Maiandra GD",sans-serif;color:#1F497D">
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Maiandra GD",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Maiandra GD",sans-serif;color:#1F497D"><a href="http://www.uwgb.edu/library">http://www.uwgb.edu/library</a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Maiandra GD",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><a href="http://www.facebook.com/cofrinlibrary"><span style="font-size:11.0pt;font-family:"Maiandra GD",sans-serif;text-decoration:none"><img border="0" width="20" height="20" style="width:.2083in;height:.2083in" id="Picture_x0020_1" alt="Facebook" src="cid:image003.png@01D399F3.12DBBE50"></span></a><span style="font-size:11.0pt;font-family:"Maiandra GD",sans-serif;color:#1F497D">
</span><a href="http://www.twitter.com/CofrinLibraryGB"><span style="font-size:11.0pt;font-family:"Maiandra GD",sans-serif;text-decoration:none"><img border="0" width="20" height="20" style="width:.2083in;height:.2083in" id="Picture_x0020_2" alt="Twitter" src="cid:image006.png@01D399F3.12DBBE50"></span></a><span style="font-size:11.0pt;font-family:"Maiandra GD",sans-serif;color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> Lee Adams [<a href="mailto:lee.adams@csueastbay.edu">mailto:lee.adams@csueastbay.edu</a>]
<br>
<b>Sent:</b> Tuesday, January 30, 2018 4:36 PM<br>
<b>To:</b> Platkowski, Melissa <<a href="mailto:platkowm@uwgb.edu">platkowm@uwgb.edu</a>><br>
<b>Cc:</b> <a href="mailto:eril-l@lists.eril-l.org">eril-l@lists.eril-l.org</a><br>
<b>Subject:</b> Re: [Eril-l] PsycInfo having issues for anyone else?<o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">We have been getting that error on and off for weeks from all of our ProQuest databases. PQ tells us they don't know what's causing it, so have not been able to fix it. We thought we were alone in this problem, but it's clearly a bigger
issue, so I hope they will fix it fast. This is really unacceptable behavior.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Thanks for reporting to this list.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Lee<o:p></o:p></p>
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<p class="MsoNormal"><br clear="all">
<o:p></o:p></p>
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<p class="MsoNormal">Lee Adams, MLIS, MA<o:p></o:p></p>
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<p class="MsoNormal">E-Resources Librarian<o:p></o:p></p>
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<p class="MsoNormal"><a href="http://library.csueastbay.edu/home" target="_blank">University Libraries</a><o:p></o:p></p>
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<div>
<p class="MsoNormal">California State University, East Bay<o:p></o:p></p>
</div>
<p class="MsoNormal">Ph: 510-885-3017<o:p></o:p></p>
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<p class="MsoNormal"><a href="mailto:lee.adams@csueastbay.edu" target="_blank">lee.adams@csueastbay.edu</a><o:p></o:p></p>
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<p class="MsoNormal">Pronouns: She/her<o:p></o:p></p>
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<p class="MsoNormal"><a href="https://www.linkedin.com/in/annis-lee-adams-55396568/" target="_blank"><span style="text-decoration:none"><img border="0" id="_x0000_i1027" src="https://docs.google.com/uc?export=download&id=0B755dqJe2yfxQWFkTVZZLXdvRlU&revid=0B755dqJe2yfxb2ZYMGlyNzBJYnl0VmxpN0hSdFBjS2tGUzlRPQ"></span></a><o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">On Tue, Jan 30, 2018 at 2:26 PM, Platkowski, Melissa <<a href="mailto:platkowm@uwgb.edu" target="_blank">platkowm@uwgb.edu</a>> wrote:<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">We’ve been unable to get to articles in PsycInfo via Proquest for much of the afternoon. We can search and get results, but when we click a title to get to the record, we get this
session ended message:<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><img border="0" width="960" height="270" style="width:10.0in;height:2.8125in" id="m_-8782674535681571986Picture_x0020_1" src="cid:image008.jpg@01D399F1.78E97450"><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">I’ve not heard anything from their support, their twitter feed, or anything. I tried the support chat and it was overloaded with traffic, so I assume it’s probably a widespread
outage, but I guess it could just be broken, too.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-family:"Maiandra GD",sans-serif;color:#C0504D">Melissa Platkowski
</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-family:"Maiandra GD",sans-serif;color:#C0504D"><br>
Systems Librarian<br>
David A. Cofrin Library <br>
University of Wisconsin-Green Bay <br>
2420 Nicolet Dr. <br>
Green Bay, WI 54311-7001 <br>
P: <a href="tel:(920)%20465-2764" target="_blank">(920) 465-2764</a></span><span style="font-family:"Maiandra GD",sans-serif;color:green">
</span><span style="font-family:"Maiandra GD",sans-serif;color:#1F497D"> <br>
<br>
</span><span style="font-family:"Maiandra GD",sans-serif;color:#2626D8"><a href="mailto:platkowm@uwgb.edu" target="_blank">platkowm@uwgb.edu</a></span><span style="font-family:"Maiandra GD",sans-serif;color:#1F497D">
</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-family:"Maiandra GD",sans-serif;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-family:"Maiandra GD",sans-serif;color:#1F497D"><a href="http://www.uwgb.edu/library" target="_blank">http://www.uwgb.edu/library</a></span><o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><a href="http://www.facebook.com/cofrinlibrary" target="_blank"><span style="font-family:"Maiandra GD",sans-serif;text-decoration:none"><img border="0" width="20" height="20" style="width:.2083in;height:.2083in" id="m_-8782674535681571986_x005f_x0000_i1027" alt="Facebook" src="cid:image009.png@01D399F3.12DBBE50"></span></a><span style="font-family:"Maiandra GD",sans-serif;color:#1F497D">
</span><a href="http://www.twitter.com/CofrinLibraryGB" target="_blank"><span style="font-family:"Maiandra GD",sans-serif;text-decoration:none"><img border="0" width="20" height="20" style="width:.2083in;height:.2083in" id="m_-8782674535681571986Picture_x0020_2" alt="Twitter" src="cid:image014.png@01D399F3.12DBBE50"></span></a><o:p></o:p></p>
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_______________________________________________<br>
Eril-l mailing list<br>
<a href="mailto:Eril-l@lists.eril-l.org">Eril-l@lists.eril-l.org</a><br>
<a href="http://lists.eril-l.org/listinfo.cgi/eril-l-eril-l.org" target="_blank">http://lists.eril-l.org/listinfo.cgi/eril-l-eril-l.org</a><o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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