Dialog datastar problems reported to Datastar customer support 23rd Aug -
summary of NLH problems
-----Original Message-----
From: Library and Knowledge Development Network
[mailto:[log in to unmask]]On Behalf Of Ingrid Evans
Sent: 23 August 2007 14:06
To: [log in to unmask]
Subject: Dialog datastar problems reported to Datastar customer support 23rd
Aug - summary of NLH problems
Importance: High


******apologies for cross posting*******

Hello everyone
Quite a number of you have reported problems accessing Dialog Datastar
databases today, we certainly seem to have some IT gremlins on the loose
today! There have been too many queries to respond to individually but
thanks to all who have reported this issue and provided details to myself or
the lists.

I have reported this problem to Dialog Datastar on :
[log in to unmask] and have CC'd Liz Doney and Jon Stroll (our NHS
account manager and replacement for Gavin). A copy of my report email is
below and I will update you all when I hear something.

In the meantime we are continuing to get to the bottom of various problems
on NLH. So far we have:

- Following a brief outage SSE search has now stabilised on the live site.
Searches run from the homepage and hubs appears to be presenting results in
a timely fashion.  The speed of the site in general also appears to have
improved

- RSS feeds on the home page are now restored.

- Athens authentication.  Working correctly, however, there appears to be a
longer than usual delay when logging in for some users during the
authentication process.  The existing call with Eduserv has been updated to
check this to see if they are experiencing any Athens related problems at
their end

- Image search hub page.  This appears to be consistently bringing back no
search results for a logged in and non-logged in user.  Searches in RMS
(i.e. Specialist Library hub pages for example) appear to be bringing back
consistent results, so it does not appear to be a problem across our SQL
boxes, just with the image search itself.

Best wishes
Ingrid

Dear Customer support / Jon
We have a received a number of enquiries this morning from NHS librarians in
England who are unable to access individual Datastar databases. This problem
appears to be ongoing.
All people CC'd into this email apart from Jon and Liz Doney have reported
issues and I have included a couple of the original enquiries in this email.
Please also find attached a screenshot which illustrates the problem.
Please also note that the NHS is currently experiencing Athens
authentication issues today however we do not feel that this is the problem
behind the Datastar issue as users can access the databases, but are then
timed out or cannot access other databases.

Could you investigate this as a matter of urgency as it is affecting NHS use
and training on Dialog resources. Please feel free to communicate with me
for problem resolution as I can then communicate with our network of users.
Further information regarding individual reports should be obtained from the
people CC'd on this list.

Best wishes
Ingrid Evans


Digital Libraries Service Manager - National Library for Health
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NHS Institute, Knowledge and Learning Team: National Library for Health
http://www.library.nhs.uk

* Email: [log in to unmask]
' Mobile: +44 07891943541












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