Research Port Troubleshooting Guide

Follow the steps for Troubleshooting Tips

Many database problems will resolve themselves. If you have problems accessing a database or Research Port, wait a few minutes and try again. If the problem persists, try the following troubleshooting steps.

I have a Problem ...

Connecting to Research Port (Login Errors, Blank screens, VPN, Basic connectivity ...)
Connecting to Databases or E-journals (Username/Password prompt, 404/501 Errors ...)
Specific to Off-Campus Access (VPN, Find It Login, MaxVirtual Hosts ...)
Searching within Research Port's Interface (Cross/Quick Search)

Basic Settings for Optimal Performance (Settings for best results ...)
Problem Reporting Guidelines (Determine when and who to call ...)

Problems with Databases/E-journals when not using Research Port

Make sure your Internet connection is working

Go to any non-library website such as USA Today. If outside sites do not load, this means that either the campus gateway or the outside Internet is slow, or malfunctioning. Call the ITD Helpdesk at 301-405-9188, or confirm with your campus tech support or Internet provider.

When trying to connect to Research Port, are you getting a blank page or Page Not Found message? [Back to Top]

Ad-blocking software is restricting Research Port from displaying. Disable Ad-blocking from your Norton Internet Security software. If it still does not work, call the E-Content Team (301-405-9122) or email MDLhelp@itd.umd.edu for additional troubleshooting.

If you get a Page Not Found message, wait two minutes and then try again. If you are still unable to connect, the server might be down. Contact the ITD Helpdesk at 301-405-9188.

Getting a login error when putting in your barcode? [Back to Top]

Make sure you are selecting the proper campus from the dropdown box.
Contact your circulation desk to make sure the patron record is ok.

• Check expiration
• Patron Type (faculty, staff, student). For licensing reasons Alumni, Friends of the Libraries, and Special Borrowers will not have access to Research Port.
• Barcode verification should match last name. The last name will be truncated to 10 characters.
• Barcode should match campus code. eg. UC students should have a UC barcode (21432...)

If you have questions about this proceedure contact the E-Content Team (301-405-9122) MDLhelp@itd.umd.edu.

Are you using VPN (Virtual Private Network) to access Research Port? [Back to Top]

Research Port does not require VPN to access databases from off-campus. In fact, we have seen some incompatibility when the two are used together. The only time in which you should need to use VPN is if you are using downloaded software (like SciFinder Scholar) and not going through Research Port. Try closing your VPN connection and try Research Port again. If it still does not work, call the E-Content Team (301-405-9122) or email MDLhelp@itd.umd.edu for additional troubleshooting.

Are you still having problems connecting to Research Port? It may be an emergency.

If you can replicate the problem reported by the patron, then the problem might be systemwide. Systemwide problems and non-access to Research Port are considered emergencies, and you should contact the ITD Helpdesk 301-405-9188 immediately.

Problem Reporting Guidelines:

• For routine problems contact the E-Content Team (301-405-9122 or Problem Reporting Form).
  Support hours: Monday-Friday 8-5pm.

  examples:

  • No login for a single patron
  • Inability to access a single database or e-journal
  • Problems with Find It links

• For after-hours emergencies contact the ITD Helpdesk (301-405-9188)

  examples:

  • No login for ALL patrons
  • Inability to access ALL databases or e-journals
  • Cannot access catalog or Research Port at all

• Rule of thumb: If the problem effects all patron's access to Research Port it is an emergency and E-Content or ITD Helpdesk should be contacted immediately. If the problem is limited to a single patron or resource, it is not an emergency and will be dealt with during normal support hours.

Some common Error Messages are:

• 404 Error Message:
  There is an error in the database's URL. Contact the E-Content Team (301-405-9122 or email MDLhelp@itd.umd.edu)
• No session. Cannot connect to server:
  There may be a vendor problem. Contact the E-Content Team (301-405-9122 or email MDLhelp@itd.umd.edu)
• 501 Time Out Error:
  There may be a Research Port or a vendor problem. Contact the E-Content Team (301-405-9122 or email MDLhelp@itd.umd.edu)
• Subscription expired:
  Contact the E-Content Team (301-405-9122 or email MDLhelp@itd.umd.edu)

Using VPN: Research Port does not require VPN to access databases from off-campus. In fact, we have seen some incompatibility when the two are used together. The only time in which you should need to use VPN is if you are using downloaded software (like SciFinder Scholar) and not going through Research Port. Try closing your VPN connection and try Research Port again. If it still does not work, call the E-Content Team (301-405-9122 or MDLhelp@itd.umd.edu) for additional troubleshooting.

Some common errors for off-campus users:

• MaxVirtualHosts: Report this error to the E-Content Team (301-405-9122 or MDLhelp@itd.umd.edu)
• Add Host: Report this error to the E-Content Team (301-405-9122 or MDLhelp@itd.umd.edu)
• This is cookie.htm from the docs subdirectory: You must enable cookies on your machine. Enable cookies and try again.

Second login when using : You will be asked to login a second time with your username and barcode to access some Full Text links in the Find It menu. This is normal behavior.

This is not an error screen:

• Are all databases not returning results? or is the problem limited to a select databases?
• If the problem is only happening for one database, try searching that database alone using search.
• Report any error messages given to the E-Content Team (301-405-9122 or MDLhelp@itd.umd.edu).

• Pop-up blocker is turned off. When a pop-up blocker is on it generally results in a pop-up window with a This page cannot be displayed error.
• Cookies are enabled. If cookies are not enabled the following message may appear "This is cookie.htm from the docs subdirectory."
• Javascript is enabled.
• Supported browsers:
  PC
  • Internet Explorer 5.5 or later
  • Netscape 7 or later
  Mac
  • Netscape 7 or later
• If you are behind a firewall, you will need to open the following port:
  
  • University of Maryland, College Park: 9003
  • University of Maryland, Baltimore County (UMBC): 9003
  • University of Maryland, Center for Environmental Studies: 9003
  • University of Maryland, Eastern Shore : 9003
  • University of Baltimore : 9003
  • University of Baltimore, Law Library : 9003
  • Bowie State University : 9003
  • Coppin State University : 9003
  • Frostburg State University : 9003
  • Health Sciences and Human Services Library : 9003
  • Morgan State University : 9003
  • St. Mary's College : 9003
  • Salisbury University : 9003
  • Towson University : 9003

Some common Error Messages are:

• 404 Error Message:
  There is an error in the database's URL. Contact the E-Content Team (301-405-9122 or MDLhelp@itd.umd.edu)
• No session. Cannot connect to server:
  There may be a vendor problem. Contact the E-Content Team (301-405-9122 or MDLhelp@itd.umd.edu)
• 501 Time Out Error:
  There may be a Research Port or a vendor problem. Contact the E-Content Team (301-405-9122 or MDLhelp@itd.umd.edu)
• Subscription expired:
  Contact the E-Content Team (301-405-9122 or MDLhelp@itd.umd.edu)

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