There are four kinds of problems that would make a athenized link not fucntion the way it should
vendor
SSO
OpenAthens
FLVCnet
A vendor issue could be that the database or publisher platform is down for mainteance or has crashed. Could also be a issue w/ subscriptions too -- these would be the same kind of issues we would track as a eresource issue.
SSO issues would be local to the college or university. Could also be account issues w/ a particular user or set of users & their bor type -- maybe even expiration issues.
OpenAthens issues would fail authentication which means if the vendor is up & the SSO is working but it cannot get past OpenAthens then there is a problem w/ OpenAthens.
FLVCnet issues would typically happen after all three of these things have passed successfully but you wound up getting some kind of authentication error -- typically would see a gluu screen & cannot get past that.
Basic tips
-Is it happening for one database or many -- is it happening w/ all databases
-Try logging in to the LMS or some other resource that requires the SSO login. If that works then you have ruled out a local SSO issue. It could still be an issue with how your IDP is talking to FLVCnet. CC your local IT when contacting the FLVC Help Desk.
-Is it a problem with OpenAthens
Log into to OpenAthens with a test credential that you created outside the SSO in the OpenAthens Dashboard at https://openathens.net & go to your A to Z list -- see if the resource authenticates. If you can get to the resource that way then it but could be a problem with FLVCnet or how your SSO is talking to FLVCnet. If you cannot authenticate via OpenAthens.net with a backdoor credential then it could be the vendor or OpenAthens.
-Did you get an GLUU error when you attempted to access the resource -- if so it is a problem on the FLVC side. Contact the FLVC Help Desk ASAP
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Adding notes from OA troubleshooting with Help Desk
Links to dashboards:
- openathens.net
- my.openathens.net/my
Is the problem at the vendor, in OpenAthens, or IdP.
- Is the college or university live on OA? (add link to spreadsheet)
- Log in as the college or university to troubleshoot (link to OA account list) https://docs.google.com/spreadsheets/u/2/d/1Eed0uEAlQp5euTxypzxgtDFqjqRCVXwSSzXy6zor1iM/edit?usp=drive_web&ouid=109690719088579351824
- If our account works, but theirs doesn't, it's a connection problem
- Athenized links
- List of all college and university redirectors (Brian has list)
- You can replace the OA redirector with a LINCCWeb redirector
- Some vendors are unique
- Gale has hard switch URLs - can't be redirected
- ProQuest has hard switch where the URL has the accountid number
- Kanopy uses an institution code as part of the URL: scf.kanopystreaming.com
- Vendors with a main platform and subcollections have more complex URL= codes to get to the specific database (like Ovid, Infobase, Newsbank)
- Resource Catalog - Allocated tab
- Check to see if they are setup here - this is done by the institutions (or by EBSCO)
- "Forbidden" error - trying to go to resource and either the vendor hasn't set it up, or it's not yet allocated
- Resource Details
- Federated - can be updated by the institution - provided by OA to institutions in their wrap up letter
- Proxied - EBSCO has to resolve
- When an account isn't properly created, sometimes the ID (email address) isn't being properly passed. These go to EA Dev queue.
Permalinks Issue
When you have a permalink to a specific resource, but the vendor hasn't yet updated their sites so the permalinks work through OA. You might see a login box or LINCCWeb box. These are often associated with permalinks in Canvas.
Tip: You will often need to clear cache after logging out to fully remove the login token when switching to different institutions and accounts.