Help using the KSLC: login problems

1. I receive an error message when attempting to login.
   Who should I contact for help?
   Contact your local library to verify that you have entered the correct login information. Library staff may ask you for the following information to help troubleshoot the problem:

• What is the exact error message you receive?
• What is the URL (web address) of the page you are trying to login at?
• What web browser and version you are using? You can find out what browser version you are using by selecting the 'Help' menu located at the top of your browser window, and then choose the 'About' option.
  Note: to access the KSLC service, your browser must be either Netscape or Internet Explorer version 4.0 or higher, and it must accept cookies. WebTV users must have version 2.8 of MSN TV in order to work properly.
• Your Name, KSLC PIN number, birthdate, and e-mail address or telephone number.

Troubleshooting Login Problems with KSLC Users
Mistyping login passwords and the use of firewall applications which disallow cookies and referring URLs from being accessed are the two most common problems reported by users. Here's how to solve these problems:

Incorrect Password Caching
User: Can't login in IE, but can login if given a different login/password(mine) or using another browser.

Problem: Incorrect UserID/Password caching in browser's password manager. User attempted to login previously, mistyped their userid/passwd, and chose to save this incorrect login in their browser's password manager when prompted, "Do you want IE/NS to remember this login for this site?" Now, when that user tries to login, their browser is pulling that stored password from the profile it created and auto-completing the PIN and Birthdate fields with the wrong login.

Troubleshooting: First, verify that their account UserID and Password is correct. Ask the user go the KSLC login page, http://www.kslc.org and have them completely delete the PIN and BirthDate values already filled in. The user should then re-enter their PIN and Birthdate. Ask the user to read back their account PIN and DOB as they are typing it in to ensure that it's indeed correct.

Once the user has successfully logged in, they can then delete the stored profile that contains the incorrect login by opening their browser's password manager:
Internet Explorer 6 > Tools > Internet Options > Content > AutoComplete > Clear Passwords
Netscape 7 > Tools > Password Manager > Manage Stored Passwords >Find the kslc.org site and click remove

Firewall Use and Browser Security Settings
User: I'm using a firewall and can login to the KSLC, but not to a few of the databases (mainly Proquest DB's).

Problem: Proquest, WorldBook, HeritageQuest check the referring URL during authentication to make sure that the user is coming from our authenticated KSLC page and not any other web page. By default, most personal firewall applications will block the referring URL from being seen by the web server.

Troubleshooting: When trying to access a database the user receives an error message with instructions for configuring various firewall applications to allow referring URL information to be passed on to the database servers. The User needs to follow instructions on how to create a rule that allows referring URLs and cookies to be seen by the servers (databases) they want to access:
http://www.skyways.org/kslc/firewalls.pdf
Not all firewalls are covered here. Refer users to their firewall documentation for "Creating/customizing security rules." Disabling the firewall temporarily while using the databases will also work.

In addition, if a user has configured their web browser to not accept cookies or reject all scripting, then they'll need to change those settings as well to be able to login to the kslc and the databases.

Unresolved problems will be forwarded to the technical staff at the University of Kansas Medical Center.

More questions? Contact: kslc@kslib.info

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