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How Do I...?: Advanced Troubleshooting

Advanced Troubleshooting Tips

Troubleshooting Common Browser Problems

If you log into the proxy server but your browser displays a blank screen, this is most likely due to your browser settings:

Disable pop-up blockers
Make sure your browser is set to accept cookies
Make sure JavaScript is enabled
Make sure Java is enabled

Make sure you are using the most recent versions of your browser and plugins

 

If you have manually set up proxy settings in your browser, it could be interfering with the library's proxy server. Google the name of your browser you are using + the term "proxy settings" to find instructions for checking these settings.
 

Try clearing your cache, cookies, and search history, particularly if you use the library's resources frequently.  You can clear these in your browser's settings or use the following keyboard shortcuts:

In Firefox, Chrome, IE, and Edge: Ctrl + Shift + Delete
In Safari: Ctrl + Alt + E

Troubleshooting Network Settings

If you are using a VPN (Virtual Private Network) to connect to the internet, you may need to disconnect your VPN connection and try again using another means of connecting to the internet.

If you are having trouble getting to the proxy login screen (example: you receive a Page not found or Connection refused by hostname, please try again later error), and you are at home, your network or computer firewall may be blocking access.  Please open ports 2443 and 8080.

If you access the internet through a corporation, government, or military network, a firewall may be restricting access to applications such as our proxy server.  Only the network administrator can open up the needed ports to allow you to access the proxied URLs. If possible, try to contact them to see if they will open ports 2443 and 8080.


To test to see if your network is blocking our proxy server, try the following:

Go to the website yougetsignal
In the Remote Address box, enter the following and click on the Check button:
       Remote Address: myportal.randolphcollege.edu
       Port: 2443

If the green flag appears and says port 2443 is open, then your network is most likely not blocking our proxy server.

Troubleshooting Zotero's Settings

Lipscomb Library recommends using Zotero for creating bibliographies in any citation style, which you can download to your own computers. If you also install the Zotero Connector plugin for Chrome, you may be prompted to save your proxy login information within Zotero itself so you don't have to log in every time.  While very handy, this can cause problems with some of our proxied library resources.

If you have Zotero Connector installed in Chrome, you can follow the instructions on the Zotero Connector Preferences support site to learn how to enable, disable, or maintain your proxy settings within Zotero.