How do I troubleshoot problems accessing UVa-licensed resources via squid proxy?

Answer:

UVa-licensed resources, including those available via the Health Sciences Library, are available from off-Grounds via UVa's proxy server. If you experience difficulty accessing these resources when away from the University, any or all of the steps in this topic may help you correct problems with proxy access to UVa-licensed resources. Note that as of summer 2012, the university uses EZproxy as its preferred method of authenticating resources for remote access. The "squid" proxy server is still available so this document serves as help with troubleshooting if needed.

Step by Step:

Check your proxy account at http://proxytest.itc.virginia.edu/restricted/. If you get an error message, create a new proxy account and password by following the instructions at http://www.hsl.virginia.edu/services/howdoi/hdi-proxy.cfm.
Have you recently updated or changed your browser? Try another browser and set it up by following the instructions at http://www.hsl.virginia.edu/services/howdoi/hdi-proxy.cfm. (e.g. Try Firefox if the latest updates to IE or Safari are having trouble connecting to proxy).
Are you running the Health System VPN? If so, disconnect the VPN, restart your computer, and try to access the proxied resource again.
Try clearing the Internet Files or Cache from your browser:
- Chrome - click on the three horizontal lines to the right of the address bar, then click on Settings, then Show Advanced Settings, then Clear Browsing Data, then uncheck every box except Empty the Cache, then click the Clear Browsing Data button.
- Internet Explorer 7 - Go to Tools, then Internet Options, then under the General tab, select Browsing History, then Delete…, then Temporary Internet Files, then Delete Files.
- Firefox 3.0 for Windows - Go to Tools, then Clear Private Data. Uncheck every box except Cache, then click Clear Private Data Now.
- Firefox 3.5 for Windows – Go to Tools, Options…, Advanced, then Network. Under Offline Storage, click Clear Now.
- Firefox 3.5 for the Mac – Go to Preferences, Advanced, then Network. Under Offline Storage, click Clear Now.
Try restarting your computer.
Are you trying to access UpToDate? UpToDate is available on-Grounds only. Due to contractual obligations, remote access is available only to nursing and medical students.
Can you get into other proxied resources? (Hint: to check if proxy is working for some resources, click on our link to the journal Cell. If you see "Brought to you by: the University of Virginia Libraries" at the top, proxy is probably working.) However:
- the journal issue you need may not be part of our online subscription. Check Virgo, the Library Catalog, for years covered, or call the Library Service Desk at (434) 924-5444 and we will verify our online subscription.
- we may be having problems with a specific journal or publisher. Please contact us to report the problem.
- Are you trying to access one of our few journals which still require login with id/password? See this page for journal titles and login information.
- Some proxy problems are sporadic and will clear up after a short period of time. Revisiting a problem resource in a few hours or the next day and clearing your cache again (step 3 above) will often result in successful access.
Are you on another hospital's computer network, or a hotel computer network? Sometimes these types of networks have security settings that do not allow proxying.

Help:

If the steps above do not work, please contact the Health Sciences Library, Mon – Fri 8 am – 6 pm, (434) 924-5444 to request help, or Ask a Librarian here or at hslref@virginia.edu.
During evenings and weekends, contact the ITS Help Desk at (434) 924-HELP or (866) 469-4866.
An alternative to using EZProxy or the old proxy is to use the UVa VPN (UVa Anywhere) to connect. The VPN provides secure, authenticated access to on-Grounds network resources. See these instructions for more information.

Resources:

We may ask you the following questions in our effort to help you:

Your Name
UVa Computing ID
Email Address
Operating System (e.g. Windows XP, Windows Vista, Mac Leopard, etc.)
Browser and Version (e.g. Internet Explorer 7, Firefox 3)
Are you running the Health System VPN? (Secure Clinical Network)
Article that you are unable to access (please include full citation, not just journal name)
Can you get into other proxied resources? If so, please name them:

How Do I documentation by Claude Moore Health Sciences Library, University of Virginia is licensed under a Creative Commons Attribution-NonCommercial 3.0 Unported License

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