Patron not able to access library only databases

• Have them log into MedailleOne and click on the Library Databases link and see if this works for them
  • If they have problems logging into MedailleOne they can reset their password by going to accounts.medaille.edu and click on the Retrieve my password link.  If that does not work for them they will need to call the IT help desk at (716) 880-2282 and reset their password over the phone.
• Make sure they are using the correct format to log into the databases.  For example if their MedailleOne user id is abc123 then the correct format for their login would be medaille\abc123
• The password to use is the same one they use to log into MedailleOne
• If they still can't get in ask them what they are typing into the user id box.  Often they will tell you that they are using their email address or their full name, or they are using the forward slash key.  Make sure they are using the medaille\abc123 format
• If they still cannot get in they may have issues with their domain account, have them call the IT help desk at (716) 880-2282
• Rarely there will be issues with a firewall blocking access at a place of work.  Have them try accessing the databases from a different computer.
• If their browser has too many plugins or add ons or blockers it may have trouble accessing the site.  This happens more often with BbVista but it may also affect our database access.  The easiest solution to this problem is to have them download Firefox from www.firefox.com  It is a small download and a fast install and it usually clear up most browser issues.
• The ebrary plug in requires that the user be an Administrator on their machine for it to install.  Users are almost always Administrators on their home computers but are rarely Administrators on their work computers.
• As of the writing of this article (4/23/2008) alumni do not have off campus access to our online databases.  The only solution we have for them is to come into the library and access the databases from there.