Each of the three universities now maintains its own proxy server for its own users. The proxy servers enable authorized students, faculty, and staff to access the libraries' electronic resources, including ejournals, from remote locations such as their own homes, coop workplaces, or other universities. Some of the problems that users encounter can be easily fixed; others result from problems caused by the particular Internet Service Provider (ISP) or browser being used. You can also contact library staff for help.

Information on setting up the right proxy server in your web browser are found at http://www.tug-libraries.on.ca/proxy. If you have set up the proxy server correctly, then you will see a small window pop up when you attempt to go to a restricted electronic resource. You need to fill in your barcode (on your library/ID card), and your last name.

Two things to note: First, there is no acknowledgement that you have successfully passed the proxy server -- if all is well, you will simply proceed to the resource. If you fail to pass the proxy server, you will see the following message: "Proxy Authentication Required. This server could not verify that you are authorized to access the document requested. Either you supplied the wrong credentials (e.g. bad password), or your browser doesn't understand how to supply the credentials required." If you get this message, try again; it's easy to miss a digit in the barcode. Also, don't enter any spaces. If you still don't succeed, contact the Circulation desk at your library; you may not be an active patron. Many problems can be fixed over the telephone.

Secondly, you will only see the proxy pop-up window once in a session. If you use one restricted resource, then visit freely accessible web sites or read your email, and then go to another resource, you should be able to reach the second one with no problems. Every time you close and then re-open your browser, you will have to pass the proxy server again. If you can get to some restricted access electronic resources, but not others, check the access restrictions. Some University of Guelph resources are limited to the main campus only. Also, you may inadvertently try to use a journal that is only available to one institution.

Problems Related to Internet Service Providers

Every ISP runs a slightly different system. Their systems can affect the workings of the proxy server. Sometimes the problems only occur with some resources. One key problem is that ISPs often give out customized versions of web browsers. The special configurations they add often cause problems. See below for our browser recommendations. We have encountered particular problems with the following ISPs: Rogers (they run a proxy server on their own system which can interfere with ours) and Sprint (this problem is being discussed with Sprint).

Problems Related to Browsers

The biggest browser-related problem is that many ISPs customize the browser that they give to their customers. Sometimes the added 'features' interfere with the operation of our proxy servers. Many people have found that when they stop using the customized browser, their problems disappear. We recommend Netscape, which can be easily downloaded from http://www.netscape.com The latest 'gold' (completed tested & publicly released -- 4.76 as of March 2001) version is the best choice. If you prefer Internet Explorer, it is freely available from Microsoft. A number of problems have been reported with IE 4.x, so please use IE 5 (with Service Pack 1 installed). Be sure to uninstall the old browser before loading the new one. It can be difficult to uninstall IE, so you may need to switch to Netscape.

Getting Help

There are two good places to go for help with proxy problems. The first place to try is the Proxy Problem Report. This goes to Systems staff at the libraries who have lots of experience dealing with technical problems. If you think you don't have a technical problem -- for instance, if you suddenly can't get into a resource you used to be able to reach --please contact the TUG Ejournals group, and we will investigate.