For Library Staff

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Technical Difficulties

Troubleshooting Database Access Problems for Students

General Advice
Popups
Databases open in their own windows. The student can hit control and the link to temporarily override the blocker. Or the student may disable their popup blocker. How this is done depends on the browser. For Internet Explorer 6, go to Tools, Popup Blocker, and Turn Off Popup Blocker.
Cookies
Make sure the student's computer has cookies enabled for off-campus access.  In Internet Explorer 6 go to Tools, Internet Options, and the Privacy Tab. Set the slide to Medium, Low or Accept All Cookies. Apply and OK.
Norton Internet Security program
Norton Internet Security (as opposed to Norton Anti-Virus) may block access into databases. This can be temporarily turned off. The student will have to go into the controls for the program to disable it. In some versions, it can be set to automatically turn back on after a chosen time period.
Ad-Blocker programs
May need to be temporarily disabled.
Firewalls
May need to be temporarily disabled.
Legitimate OCC Users Only
Both EZProxy and Online Services require that the user is currently affiliated with OCC. If the patron is not currently taking classes or employed by OCC, he will not be able to get into the database from off campus.
HELP pages
If a student is having trouble authenticating into a database, direct them to the HELP page linked under "Can't Connect?".
MeL Databases Fallback
If other avenues are exhausted, the student can get into the databases offered to state residents by clicking on the MeL Databases link on the Articles/Databases page under "Can't Connect?".  They will be asked for a Michigan Driver's License number when they click on a database. It is a secure connection.
Temporary Situation: Off-Campus Students are unable to get into databases.
DO NOT RECOMMEND THAT THEY CHANGE THEIR PASSWORD.
If the student still cannot get into the databases, refer him to MeL Databases or refer him to the list of passwords for patrons on the Library Staff page.
Always remember that we are not a technical support help desk and unless our server and backup server have crashed, the onus may be upon the student to fix the problem on his or her end.
However, you can refer them to Ann Walaskay (522-3528 or aawalask@oaklandcc.edu) or Beth Garnsey (942-3128 or bagarns@oaklandcc.edu) at any time.
D2L Problems
Once a student is logged into D2L, he should not be prompted for another password. Find out which database the student needs and try another method for accessing it. Report the problem.
FYI - Some instructors may have students in a D2L class trying to access links to individual articles that were constructed with a custom textbook "publisher's cartridge", such as from Thompson Gale. The student may not be aware of the distinction between this and a regular PURL (such as an Infomark) inserted directly by the instructor. A student may have misplaced the access code to get into the links created with the cartridge. These students will be able to get to their links by trying from on campus.  We will need to contact the instructor: please try to obtain the instructor's name and course name and report the problem. This is a rare situation.

Within D2L, you may initially have trouble with IE7:

Problem #1 Error message: To protect your security, Internet Explorer has blocked this website from displaying content with security certificate errors. Click here for options.
Follow these steps to remove this error:
  1. Click on Click here for options in the error message area.
  2. Next, click Display blocked content.
  3. When you click Display blocked content, you will be directed back to the Announcement area in your D2L course. Click on the Library Resources button to access the library databases.
Problem #2 The textbook editor may not be working properly if D2L isn't a trusted site.
  1. Double click on the globe icon or red circle icon that appears on your status bar.
  2. The Internet Securities Properties box will appear. Click on Trusted Sites icon. Now click on the Sites button to open the trusted sites box.
  3. In the Trusted Sites Box, the URL for OCC D2L should appear. If not, please enter the URL (http://online2.oaklandcc.edu) and click Add button.
  4. Uncheck the Require Server Verification (https):  for all sites in this zone option. Click Close and then click OK. Refresh your page when you are done.

For staff having difficulty dealing with obstinate technologies:

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Linksource Citation Finder

  • Citation Finder helps you quickly locate a specific article when you already have the citation.
  • It will display a direct link to the full-text of the article in one of the electronic database collections.
  • If the article is not found, LinkSource will display the interlibrary loan order screen.
  • Please note: Journal Title; Article Title; Vol. & Start Page are must enter fields on the form.
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Placing and Removing Academic Holds

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Ordering Tools

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Vendors

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Infopass (SEMLOL)

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OCC Libraries

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