Problems Accessing Online Resources from Off-Campus?
Troubleshooting Guide

If you have problems connecting to any of the JMU Online Resources (databases, electronic journals, etc.) from off campus, try answering the following questions. 

If you need assistance with Pulse Secure, please contact the IT Help Desk at helpdesk@jmu.edu or 540-568-3555.

 

1.      If you cannot use Pulse Secure, have you configured your web browser to use the proxy server?

  • Configure your web browser with our instructions for Connecting to JMU's Online Resources from Off Campus.
  • You must do this for each computer that you use off-campus and each web browser that you plan to use on those computers (for example, if you use both Chrome and Firefox).
  • Check to make sure that http:// is included in the URL that you've pasted into the Address text box,like so:
    http://www.lib.jmu.edu/proxy/jmuproxy.pac
  • AOL Users: You cannot use the AOL web browser with the proxy server. We recommend that you download Google Chrome. After you connect to AOL, open your browser. Follow the instructions for configuring your browser and then use your browser for the subscription resources.
  • Mac Users:  We recommend that you download Google Chrome.
  • If you found information about a proxy server already in your browser setup, check with all users of your computer before you change those settings.  
  • If you are connecting from work, you may be required to use your workplace’s proxy server. You may find proxy server information already in your browser.If so, you will probably not be able to connect to our subscription resources from work. Contact the systems administrator for your school or business for more information. 
  • If you've configured your browser and you cannot access subscription resources, go to the next question.

2.   Do you see the login window when you attempt to connect to a subscription resource?

  • The JMU login window will pop up in front of your regular browser window.  If you do not get that window, verify that you have configured your web browser correctly with our instructions for Connecting to JMU's Online Resources from Off Campus.  Look especially for errors in the URL you type or paste in the address box.
  • If, instead of the login window, you are prompted to login within a subscription product's website, close your browser, re-open it and try to connect to the subscription resource again.
  • If, instead of the login window, you receive the following error message:  "A network error occurred while Internet Explorer was receiving data. (Network error: connection reset by peer)  Try connecting again" -- the proxy server may be temporarily unavailable.  Please wait approximately a 1/2 hour and try again.
  • If you still do not receive the JMU login window, contact the IT Help Desk at (540) 568-3555 or helpdesk@jmu.edu to review the configuration steps and/or to report a possible proxy problem.

3.       Is the problem limited to one subscription resource or those from one vendor?

  • Test your connection with the proxy server by opening the following databases:  Nexis Uni and Academic Search Complete.   If you are able to open these, but not the resource you want, the problem is probably not with your connection but with the product.  Please contact David Black to report a possible vendor problem.
  • If you cannot reach any subscription resource, go to the next question.

4.      Do you receive an error page that mentions "DNS lookup failure?"

  • This is a common problem when using Internet Explorer 6.0 Service Pack 1 (SP1).
  • Try clicking on your browser’s refresh or reload button.
  • Clear out your browser’s temporary files (aka cache) and try again.
    • In Chrome, select Settings, Tools, Clear Browsing Data.
    • In Firefox, select Tools, Clear Private Data, make sure all boxes are checked, then, click "Clearn Private Data Now."
    • In Internet Explorer, select Tools, Internet Options, Temporary Internet Files, Delete files. 
  • Try closing and reopening your browser and then try connecting to your resource again.
  • If you still cannot reach any subscription resource, or if you have not received a "page not found" error page, go to the next question.

5.      Are your JMU e-ID and password recognized? 

  • Users may need to submit their password twice in a row before they are recognized.
  • Do not include “@jmu.edu” or "@dukes.jmu.edu" after your e-ID. 
  • Passwords are case-sensitive – be sure that your “Caps Lock” is not on. 
  • If you’ve typed the wrong e-ID more than a few times, try closing and reopening your browser (to clear out old attempts) and then try connecting to your resource again.
  • You must enter a valid JMU e-ID and password.  Click here to check your JMU e-ID and password.  If you do not have a valid account, call the IT Help Desk at 568-3555 for assistance. 
  • If you fail the test above, but your JMU e-mail account is valid (i.e. you’ve just checked your JMU e-mail with it), be sure to tell the IT Help Desk at 568-3555 if you have changed your password recently.  They may need to synchronize your password with the LDAP server.
  • Problems with the campus “LDAP server” may prevent access.  Check JMU's Computing News page to discover any reported problems with the LDAP server.  If so, try again later after the problem has been resolved.
  • If your JMU e-ID and password are correct and recognized, but you still cannot connect to any subscription resources, go to the next question.

6.      Are you trying to access the subscription resources from work?

  • Some schools and businesses send all Internet traffic through their own proxy servers.  If you found information about a proxy server already in your browser setup, you may be required to use your workplace’s proxy server.  If so, you will probably not be able to connect to our subscription resources from work.  Contact the systems administrator for your school or business for more information. 
  • Many schools and businesses use firewalls that may restrict the use of proxy servers. Contact the systems administrator for your school or business for more information. 
  • If you’ve verified that your workplace does not use proxy servers or firewalls, or you are connecting from home, go to the next question.

7.   Do you use a personal firewall (examples include include ZoneAlarm, Norton Personal Firewall, Norton Internet Security, and    McAfee Firewall)?

  • Some firewalls may prevent connection to the subscription resources though the proxy server.  Try turning the firewall off.  Review your personal firewall software instructions or contact the manufacturer to find out how to do so.  We cannot assist in configuring personal firewalls.
  • If you still cannot connect to subscription resources, go to the next question.

8.      Which browser are you using?

  • If you have gone through all the troubleshooting steps above and still are having trouble, consider downloading a different browser to try.  We recommend Google Chrome. 
  • If you are using Internet Explorer 6.0 Service Pack 1 (SP1), you may need to click on the refresh button after authenticating.  Identify your browser's version number by selecting Help and then About Internet Explorer.
  • AOL Users: You cannot use the AOL web browser with the proxy server. We recommend that you download Google Chrome. After you connect to AOL, open Chrome.  Follow the instructions for configuring your browser and then use Chrome when using the subscription resources.
  • If you still cannot connect to subscription resources, go to the next question.

9.      Still having problems? 

  • This guide lists the known problems with configuring your browser while using the proxy server.  If you’ve followed the instructions on Connecting from Off Campus and reviewed these troubleshooting questions, but are still having problems, contact Amanda Hedrick.  Please be prepared to describe any error messages or login screens that you’ve seen while trying to connect to the subscription resources.