I just wanted to add our name to the list of people who have reported this issue but have not had a reply yet.
Feel free to add our name to the list!

Thanks

Tom

 

 

 

 

		Thomas Vause, Information Services Librarian, Electronic Resources
		Headingley Library
		Leeds Beckett University, LS314, City Campus, Leeds LS1 3ES, United Kingdom
		Tel: +44 (0)113 812 4915
		Email: [log in to unmask]

 

 

 

I reported a problem to Support on Wednesday, a reader was receiving the error 'Sorry, your request can't be processed due to a system problem. Contact the Help Desk if the problem persists. [SD-008]' when accessing SD alerts.

 

Best regards,

 

Geraldine

 

Geraldine O Beirn | Electronic Resources Librarian | The McClay Library | Queen's University Belfast, 10 College Park, Belfast BT7 1LP

tel: +44 (0) 28 9097 6301 | email: [log in to unmask]

 

 

 

I’ve raised a support ticket with them. We cannot access any PDFs on or off campus – we use IP auth (using ezproxy when off-campus).

 

Stephen

 

 

I’m doing some screenshots for them as they won’t entertain helping me otherwise. The reference number has been “noted”.

 

 

Hello,

 

I’m in an online chat with them now. Have quoted your reference number and will try and mention by name all the institutions seeing this problem.

 

Worrying that they seem oblivious. With something of this scale, you’d usually expect them to be working on it already.

 

Hannah

 

Hannah Wise

 

E-Resources Support Team

Library and Learning Support Services

University of Surrey

[log in to unmask]

01483 683890

 

 

 

 

 

 

 

Tell them that Zaydoun Abbas, Marenne de Ruuk and Panna Chauhan at Elsevier know about this problem and it’s related to [170801-009275] which they should be able to look up on their system

This all stems from the fact that there was an upgrade to both ClinicalKey and ScienceDirect last weekend and the OpenAthens/Shibboleth authentication were trashed. ClinicalKey has been fixed, but not ScienceDirect.

This is not the first time there have been similar problems following upgrades, so it also needs to be stressed that as this is a known issue, steps should be taken to ensure  OpenAthens and Shibboleth access are properly checked and tested and functioning.

 

 

 

I’m currently in the middle of an online chat with them. They appear clueless…

 

 

I have been exchanging e-mails with Elsevier all week about my own situation. I have just e-mailed again to tell them that there are many academic libraries reporting access and authentication issues, and they are all clearly part of the same problem.

Maybe it would help if any of you are contacting Elsevier support could mention that you think your problem is related to my query [170801-009275] and they might start getting out of their silos and escalate the issue.

 

 

 

 

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We have now routed our link resolver via our proxy server to try and get round the issue.

 

However, Elsevier don’t seem to have posted anything on the platform to alert users to this.

 

Alli

 

 

Allison Carroll

Electronic Services Manager

Main Library

[log in to unmask]

 

 

 

Same here, I noticed authentication issues off campus and the request to purchase PDFs we subscribe to.

 

 

 

Yes, even Open Access articles!

Kind regards,

Dom Benson
E-resources Librarian, Library, Information Services
Brunel University London | T +44(0)1895 266143


-----Original Message-----
From: An informal open list set up by UKSG - Connecting the Information Community [mailto:[log in to unmask]] On Behalf Of Jonathan Woodfield
Sent: 03 August 2017 16:50
To: [log in to unmask]
Subject: Re: [lis-e-resources] ScienceDirect issues

Same for us at Bath. We use EZProxy and are asked to purchase pdfs.

Jonathan Woodfield
E-resources Librarian
University of Bath

-----Original Message-----
From: An informal open list set up by UKSG - Connecting the Information Community [mailto:[log in to unmask]] On Behalf Of Nicola Tricker
Sent: 03 August 2017 16:49
To: [log in to unmask]
Subject: Re: [lis-e-resources] ScienceDirect issues

Here at Plymouth as well.

Nicola.

Nicola Tricker,
Content Services Manager,
Room 220 | Library and Digital Support | Charles Seale Hayne Library | University of Plymouth | Drake Circus | Plymouth | Devon | PL4 8AA | United Kingdom.
Tel: +44(0)1752 587141 | Email: [log in to unmask].

-----Original Message-----
From: An informal open list set up by UKSG - Connecting the Information Community [mailto:[log in to unmask]] On Behalf Of Taylor, Sarah
Sent: 03 August 2017 16:35
To: [log in to unmask]
Subject: Re: [lis-e-resources] ScienceDirect issues

Oh dear, I just tried to download a PDF and got something not right too...

Sarah



-----Original Message-----
From: An informal open list set up by UKSG - Connecting the Information Community [mailto:[log in to unmask]] On Behalf Of Allison Carroll (LIB)
Sent: 03 August 2017 16:34
To: [log in to unmask]
Subject: Re: [lis-e-resources] ScienceDirect issues

Yes, we are experiencing the same problem here at UEA

Alli

Allison Carroll
Electronic Services Manager
Main Library
[log in to unmask]

University of East Anglia

>-----Original Message-----
>From: An informal open list set up by UKSG - Connecting the Information
>Community [mailto:[log in to unmask]] On Behalf Of Matthew
>Barnes
>Sent: Thursday, August 03, 2017 4:17 PM
>To: [log in to unmask]
>Subject: [lis-e-resources] ScienceDirect issues
>
>Hello
>
>Anyone out there having problems accessing Science Direct? Access
>seems hit and miss today depending on browser and now getting error
>'Sorry, your request can't be processed due to a system problem.
>Contact the Help Desk if the problem persists. [SD-008]'
>
>
>Thanks
>
>Matthew Barnes
>Senior Library Assistant (Acquisitions & E-resources) Lancaster
>University Library Lancashire
>LA1 4YH
>Tel: 01524-593801
>e-mail: [log in to unmask]
>
>lis-e-resources is a UKSG list - http://www.uksg.org UKSG groups also
>available on Facebook and LinkedIn Follow us on Twitter:
>https://twitter.com/UKSG

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lis-e-resources is a UKSG list - http://www.uksg.org UKSG groups also available on Facebook and LinkedIn Follow us on Twitter: https://twitter.com/UKSG

lis-e-resources is a UKSG list - http://www.uksg.org UKSG groups also available on Facebook and LinkedIn Follow us on Twitter: https://twitter.com/UKSG

lis-e-resources is a UKSG list - http://www.uksg.org UKSG groups also available on Facebook and LinkedIn Follow us on Twitter: https://twitter.com/UKSG

lis-e-resources is a UKSG list - http://www.uksg.org UKSG groups also available on Facebook and LinkedIn Follow us on Twitter: https://twitter.com/UKSG

lis-e-resources is a UKSG list - http://www.uksg.org UKSG groups also available on Facebook and LinkedIn Follow us on Twitter: https://twitter.com/UKSG

lis-e-resources is a UKSG list - http://www.uksg.org UKSG groups also available on Facebook and LinkedIn Follow us on Twitter: https://twitter.com/UKSG

lis-e-resources is a UKSG list - http://www.uksg.org UKSG groups also available on Facebook and LinkedIn Follow us on Twitter: https://twitter.com/UKSG

lis-e-resources is a UKSG list - http://www.uksg.org UKSG groups also available on Facebook and LinkedIn Follow us on Twitter: https://twitter.com/UKSG

lis-e-resources is a UKSG list - http://www.uksg.org UKSG groups also available on Facebook and LinkedIn Follow us on Twitter: https://twitter.com/UKSG