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Electronic Resources: Troubleshooting

This guide is to assist with electronic resources access issues and alerting users to temporary outages

Common Error Messages

Our library databases are subscription based and available to currently enrolled students and staff members.  In order to access the databases off campus the library uses what is called EZproxy to authenticate the user as a currently enrolled student or staff member.  This will happen when a user clicks on one of the results from the library quick search.  This can be an article, an e-book, and a journal title, or it can happen when a user tries to go directly into a library database.

EZproxy Error Codes

1.  “[Error code: 100] You are authenticated as a UTSA affiliate, but not eligible for access.”

Students:  You must be currently registered for classes to access our online resources. Access operates through an automated process from the Registrar; the Library cannot "give" you access if you aren't registered. If you’ve just registered for classes for the current semester, your access should be restored within 48 hours. If you are doing an Independent study or doing work without being registered; you must speak with your department about options.

Faculty/Staff:  Have your department verify your employment record in PeopleSoft.

 

2.  "[Error code: 200] You are authenticated as a UTSA affiliate, but not eligible for access."

This may appear if you are trying access our e-resources from a foreign country.  Please contact us for help and let us know in the message what your myUTSA ID is and if you are using a non-UTSA VPN connection, and if so do you know the country location of VPN end-point?

 

3.  "[Error code: 300] You are authenticated as a UTSA affiliate, but not eligible for access."

Please contact us and include in your message the error code and how you found the URL to the resource and include your myUTSA ID (abc123).

 

4.  "[Error code: 400] You are authenticated as a UTSA affiliate, but not eligible for access.”

Please contact us and include in your message the error code and your myUTSA ID.

 

5.  "You are authenticated, but not as a UTSA affiliate.”

Please contact us and include in your message the error code and your myUTSA ID.

 

Other Error Messages

1.  “SSL Connection Error” or “Server Connection Failed”

Clear out your browser history, cache and cookies.  Instructions on how to do so can be found here.

 

2.  “Can’t provide a secure connection”

Clear out your browser history, cache and cookies.  Instructions on how to do so can be found here.

 

3.  “Error session timed out”

Clear out your browser history, cache and cookies.  Instructions on how to do so can be found here.  Sometimes this can occur if you are using a bookmarked URL or copied and pasted the URL.  If this is the case you’ll need to type in the title of the article into the library quick search to create a new search session because the previous one is expired.  Each time you are searching you are creating a session and these sessions can time out

 

4.  “runtime error”

Try clearing out your browser history, cache and cookies.  Instructions on how to do so can be found here.  If this doesn’t resolve the problem it could be a database issue so please contact us so that our Electronic Resources team can report the issue to the database providers.

 

5.  “Error:  request entity too large head”

This error can sometimes occur while attempting to open an e-book, try clearing our your browser history, cache and cookies.