Troubleshooting Problems with Remote Access

Can't Access an Online Journal, Online Database or Electronic Reserves from Off-Campus?

Are you going through VPN?

Almost all of our electronic resources are subscription or proprietary, which means you have to be authenticated as a JHU affiliate to use them remotely. Please see our page Connecting from Home or on the Road for instructions on setting up VPN. It will require you to enter your JHED ID and password when you launch it. Technical assistance with VPN is available from IT@JH at 410-516-HELP or help@jhu.edu.

Are you properly connected to the VPN client?

If you are having a problem, please download and install the VPN client software to insure that you have the lastest version.  When you are connected, the VPN icon on your taskbar will be green. You can also determine if you are connected by checking your IP address at http://www.whatismyip.com. A JHU IP address will start with 128.220.  If you are not seeing that IP address, please contact IT@JH at 410-516-HELP or help@jhu.edu.

Are you trying to access electronic reserves?

Electronic reserves are considered proprietary so you MUST use VPN to access them, otherwise you will get the message "404 File Not Found."

Are you trying to access a resource to which we do not subscribe?

All of the databases listed on our Online Resources pages are databases to which the Eisenhower Library subscribes. However, you may find a URL for a journal via the catalog and it may be a title to which we do not subscribe. The catalog record must say "Available to US Hopkins Community." If the note next to the URL says "Available to JH Medical Institutions," then those with Homewood affiliation can't access the title.

Are you trying to access a volume or issue to which we do not subscribe?

Our subscription periods to journal titles may not include everything that you see online. For example, as a rule of thumb, our online access to journals in the Science Direct package goes back to 1995.  Trying to access a volume in Science Direct to which we do not subscribe will give the message "The article from XYZ Journal is not included in your institution's subscription." You can also check the coverage dates of our online subscriptions by going to our E-Journals page.

Are you trying to do this from work?

If you have downloaded VPN and still cannot access our electronic resources, you may be encountering a firewall at work. Unfortunately, there is nothing the library can do to get around this.

Having Trouble Browsing the Internet After Using VPN?

When you are finished with your work, you need to disconnect your computer from VPN. Simply close the client. Locate the icon in the Windows tray, and double click on it. The JHSecure Connection Status window will pop up; click "Disconnect."

Still Having Connection Problems with VPN?

Occasionally, the problem may only exist on your computer because the browser has kept the bad connection in cache. Attempt to clear your cache and reload the page. This should fix the problem.

With Netscape 4.x or 7.x, select Preferences from the Edit menu. Select Preferences; choose Advanced, and then click on Cache. Click on the Clear Cache button, then click OK. Close the window. Close Netscape, then reopen it. With proxy configuration in place, your browser should function appropriately.

With Internet Explorer, select Tools and then Internet Options. Under the General tab, locate Temporary Internet Files, then click Delete Files. For Internet files, click the OK button in the pop-up Delete Files window, then click OK in the Internet Options window. Close Internet Explorer, and then reopen it. Your browser should function properly.

If the items above do not resolve your online access problem, please report it using the Ask a Librarian form.