Troubleshooting tools
IP Problems
Check IP number on your machine - This is what the world sees as your IP address. You will need to make sure that KYVL has this IP number and/or range on file.
A second way to check your IP number
Are you able to get into all three of the links below
- http://search.ebscohost.com/
- http://newfirstsearch.oclc.org/FSIP/
- Click on "kyvl resources" link on the main KYVL page.
If not, we may not have your IP address associated with your institution. Please contact us via our Ask a Question form to request an IP change.
Proxies and Firewalls
The Kentucky Virtual Library uses IP authentication for some Internet based databases. If your organization/library/school uses a proxy server or some form of internet caching system (such as Cacheflow) to increase Internet performance, these databases will not authenticate properly. It is important that you allow these sites to bypass the proxy or caching system thus allowing the end user to achieve direct communication with these databases and not a cached version of the site. Generally this means adding these sites to a "pass-through" list or filter. Consult the documentation of your proxy/caching device for the specific instructions.
It is important to add these to your list or filter. Because of their dynamic nature, the sites become very difficult to use if they are not passed through and can return wrong and irrelevant results to your users, or impede access completely.
The KYVL related sites to be added to the list are:
https://proxy.kyvl.org
https://proxy.kyvl.org/login?url=http://search.kyvl.org:8339/V
https://axel.uky.edu
https://axel.uky.edu/login?url=http://search.kyvl.org:8339/V
http://search.kyvl.org:8339/V
http://content.ebscohost.com
http://eadmin.ebscohost.com
http://epmedia.ebscohost.com
http://go.grolier.com
http://imageserver.ebscohost.com
http://imagesrvr.ebscohost.com
http://linking.ebscohost.com
http://linksource.ebscohost.com
http://newfirstsearch.oclc.org/
http://novelist.ebscohost.com
http://novelst3.ebscohost.com
http://novelst4.ebscohost.com
http://openurl.ebscohost.com
http://plinks.ebscohost.com
http://pqdweb.umi.com
http://proquest.umi.com
http://sasweb1.ebscohost.com
http://sasweb2.ebscohost.com
http://search.ebscohost.com
http://therapy.ebscohost.com
http://tpdweb.umi.com
http://training.proquest.com
http://web.ebscohost.com
http://web1.ebscohost.com - http://web40.ebscohost.com
http://web101.ebscohost.com - http://web120.ebscohost.com
http://weblinks1.ebscohost.com - weblinks3.ebscohost.com
http://www.ebscohost.com
http://www.kyvl.org:8000
http://www.proquest.com
http://www.umi.com
http://www.umi.com/pqdauto
Vendor Contact Information
EBSCO Customer Support
Hours of operation:
Monday - Friday, 24 hour support
Saturday & Sunday, 9:00 AM-5:00 PM (Eastern Time)
Phone: (800) 758-5995
Email: http://support.ebscohost.com/contact/askus.php
ProQuest Customer Support
Hours of operation:
Monday - Friday: 8:00 AM-6:00 PM (Eastern Time)
Phone: (800) 521-0600 ext. 2971
Email: http://proquest.com/en-US/support/contact.shtml
Grolier Technical Support
Hours of operation:
Monday - Friday: 8:00 AM-5:00 PM (Eastern Time)
Phone: (888) 326-6546
Email: http://teacher.scholastic.com/products/grolier/techform.htm