From: An informal open list set up by UKSG - Connecting the Information Community [mailto:[log in to unmask]] On Behalf Of Dominic Benson
Sent: 04 August 2017 10:41

 

Thanks, Paul – I killed all elsevier.com, sciencedirect.com and scopus.com cookies. Having tried four different browsers, I still cannot download the open access PDF created under a Creative Commons licence via article link: http://www.sciencedirect.com/science/article/pii/S0045653517307671 (IP authn, blind copying our account manager for info…).

 

One workaround might be to advise remote users to try private browsing mode (Opera private mode incorporates a Canadian VPN service provided by SurfEasy Inc.). However, as this is affecting OpenAthens and Shibboleth authentication, the problem may well remain!

 

 

 

Hi Dom,

 

I suspect you may be correct about North America remaining unaffected.  We have no problem downloading PDFs at the moment as we use Hosted EZProxy.  The IP address for the host server is registered in the US so I’m guessing that this explains why we can download PDFs using this method.

 

If I go in via normal IP authentication, I am (like everyone else on this list) prompted to log in and am then presented with the:

 

‘Sorry, your request can't be processed due to a system problem. Contact the Help Desk if the problem persists. [SD-008]’

 

message if I try the Institutional (Shibboleth) login.

 

I just tried the workaround that Helga posted but that didn’t work for me either.

 

Regards,

 

Paul

 

 

 

Good morning, Sarah,

 

Please advise els-support it is not just EZproxy. I’m still being challenged to sign in to download an open access PDF (http://www.sciencedirect.com/science/article/pii/S0045653517307671). This problem is  is affecting OpenAthens, Shibboleth and IP authn. I have a ticket: [170803-011742] but no response yet. Clearly ScienceDirect support is being swamped.

 

HTML access seems okay on campus.

 

Off campus I noted problems getting our logo to appear via Shibboleth on the evening of Tuesday 1 August and early morning Wednesday 3 August.

 

ERIL-L is eerily quiet on this topic so I assume other regions may be unaffected – I’ll ask north American list members on ERIL-L to check PDF access later today.

 

 

 

I’m sure there’s a joke in here somewhere: how many librarians does it take to report an access problem before action is taken…

 

Meanwhile, they’ve just got back to me and told me to contact my proxy provider for advice. Is anyone using EzProxy who might know if this is indeed likely to be something OCLC can help with?

 

Sarah

 

 

 

 

Hi

 

I have had a response from Elsevier who informed me that their access team are investigating this as a high priority.

 

Thanks

 

Mitchell

 

 

 

Aha! “Please be advised that we will escalate this for you”.

 

 

 

 

We have problems here, too.

 

 

 

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]
>
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