What are some first steps for troubleshooting an e-resource access issue?

Answer

When a patron reports an access problem with an electronic resource, try the following first steps to troubleshoot and resolve the issue:

1. Gather information about the patron

  • What is the patron's contact information?
  • What is the patron's Duke affiliation? 
    • Do they have a Sponsored Account?
    • Ford, Medical Center, or Law patron?
    • Duke Kunshan University patron?

2. Gather information about the access issue

  • Ask the patron to describe their issue in as much detail as possible. If possible, request a screenshot of the entire browser, including the URL bar.
  • Is the patron seeing any specific error messages?
  • For specific articles or books, does the patron have a citation?

3. Ask common troubleshooting questions

  • Are they on-campus or off-campus?
    • Are they using a non-Duke VPN?
    • Are they using the Duke VPN?
    • Are they using a proxied link?
  • Which type of computer is the patron using?
  • Which browser are they using?
    • Have they tried other browsers? Incognito browsers?
    • Have they cleared their cache/cookies?
    • Are their browsers up to date?
  • Are they using a wired connection or Wi-Fi? Which network?
  • What is their IP address?

4. Attempt to replicate the issue 

  • Based on the information the patron shared, attempt to replicate the issue. 
  • If you are on campus and need to test remote access, try:
    • Disconnecting from Duke Wi-Fi
    • Using an incognito browser
    • Asking a remote colleague to test the issue
  • If you are working remotely and need to test on-campus access, try:
    • Using Duke's VPN
    • Asking an on-campus colleague to test the issue

5. Resolve the issue or report to AskTech

  • If the patron's issue is resolved, then no further action is needed.
  • If you cannot resolve the issue and need further assistance, email AskTech (asktech@duke.edu) or submit a question form
  • Last Updated May 28, 2024
  • Views 71
  • Answered By Amelia Rodarte

FAQ Actions

Was this helpful? 1 0