Archive for the ‘Library Tech Support’ Category

Trouble Connecting to Databases?

Tuesday, March 31st, 2020

If you’re having trouble getting access to Capital IQ or PitchBook (in particular) or to a Library-provided database in general; this blog post contains a proven fix for most issues.

Since Duke & Fuqua shifted to online classes, the heavier use of different online resource sites increases the chances that your authentication browser cookies become “corrupted” or invalid over time — particularly if you forget to logout from a site when you’re done.

Clearing Your Browser Cache and Cookies “For All Time”

In most browsers, pressing Shift+Ctrl+Del will bring up a dialog box to “Clear All History”. The title and appearance of the dialog may vary depending on your browser, but the options should be the same.

Make sure the time range is set to “Everything” or “For All Time” . At a minimum, tick the boxes for Active Logins, Cookies, and Cache. Then click “Clear Now”.

Now close (exit) your browser entirely. Don’t just close the tab. Shut down the browser and re-start it. Now you’re ready to return to the Library database site, and re-try your access.

What If That Doesn’t Help? Are you using VPN?

PitchBook and S&P Capital IQ both require an active VPN session as well as registered accounts on those sites. Fuqua users may have forgotten to select the Fuqua School of Business VPN option when connecting.

Try the following:

1)   Disconnect from your current VPN session, and exit the software.

2)   Clear your web browser’s cache and cookies completely (i.e. for all time), and then close/exit your browser completely (see above).

3)   Re-start your VPN software and enter vpn.duke.edu in the 1st pop-up. box.

4)   In the next dialog box, Fuqua users should choose Fuqua School of Business as your Group (see below):

Other Duke users not affiliated with Fuqua should pick the VPN option most appropriate to their affiliation.

Then click connect to connect to a VPN session.

5) Now re-start your browser, and re-try your connection to the desired database (PitchBook or Capital IQ).

Final (and crucial!) Pro Tip

Always use the connection link to a database from a Library web site — never from a bookmark, or a Google link.

Ford Library A-Z Database List – https://library.fuqua.duke.edu/databases/index.php
Duke Libraries Database Finder – https://guides.library.duke.edu/az.php

The above links can be used by any Duke-affiliated person to find databases.

Still Can’t Connect?

Email us screenshots of any error messages, and provide as much detail as you can, and we’ll do our best to help!

Library Web Site Emergency Maintenance

Wednesday, April 9th, 2014

Ford Library’s web site will be going offline now (for 15-20 mins.) for emergency maintenance. Sorry for the short notice & inconvenience.

Library Catalog Maintenance, April 5-6

Friday, April 4th, 2014

Duke University Libraries IT staff will be conducting scheduled maintenance of the Library Online Catalog on Saturday and Sunday (April 5-6).

On Saturday (April 5), users will not be able to place hold requests, renew items online, or otherwise login to access their library accounts from 6:00 AM to 7:00 AM. Searching of the catalog should not be affected.

On Sunday (April 6), catalog searches will be unavailable from 8:15 AM to 9:30 AM.

Thanks for your patience during this scheduled maintenance.

Database News: Hoover’s Online Replaced

Wednesday, April 2nd, 2014

The state-wide library consortium (NCLIVE) that provided Duke University Libraries’ access to Hoover’s Online has replaced Hoover’s Online with a new product, Mergent Intellect. The announcement below is taken from the NCLIVE web site.

Mergent Intellect is a business intelligence application that provides access to private and public U.S and international business data, industry news, facts and figures, executive contact information, and industry profiles. Intellect is powered by the same Dun & Bradstreet data found in Hoover’s, and will include content from D&B’s First Research market reports. Intellect allows users to build lists of up to 250 records for export or print, and also includes a residential record search with list building capabilities not currently offered within the Hoover’s product.

You can access Mergent Intellect from the “M” tab on our database list now, or from the library catalog after 12 noon on 4/3/14.

Please contact us at reference-librarians@fuqua.duke.edu if you have questions or concerns.

Possible Database Downtime

Friday, March 28th, 2014

Business Source Complete & other EBSCO databases may be offline during vendor maintenance 9PM-11PM EDT on Friday, March 28.

From the EBSCO web site:

On Friday, 28 March 2014 your EBSCOhost databases and services may be intermittently unavailable while we perform network upgrades. The service window is scheduled to begin at 9:00 PM EDT (-04:00 GMT). You may experience intermittent access to EBSCOhost products and services for the duration of the service window, which is scheduled to end at 11:00 PM EDT (-4:00 GMT).

Please let us know and check the EBSCOhost Support Alerts site for more details if you experience downtime beyond the service window.

E-Resource Access Disruption

Friday, February 21st, 2014

computer_repairUPDATED – 5:08PM 02-21-14: Access restored !!

The Duke University Libraries Proxy server, which manages access to most Library online resources, is currently experiencing technical difficulties that are under investigation by Duke OIT.

As a result you may be unable to access some Library databases, e-journals, or articles linked in Sakai course sites.

Please check our Library Twitter feed (http://twitter.com/fordlibraryweb) for updates on when this issue will be resolved.

Our apologies for any inconvenience this has caused you.

Waiting for an Interlibrary Loan?

Friday, February 21st, 2014

missingIf you’ve placed an interlibrary loan request at the Ford Library web site for a book or article within the last 2 days, and your need is especially urgent; you may want to re-send that request to us via email at doc-del@fuqua.duke.edu

The third party-provided “back end” of Duke Libraries Interlibrary Loan system is experiencing technical issues, so library staff cannot currently access any requests you may have placed in the last 2 days.

To view any requests you’ve placed, follow this link: http://library.duke.edu/docdelivery/NDB . Once you’ve logged in with your Duke Net ID and password, you can copy and paste your outstanding requests, and send them to us at the email address above.

Our apologies for any inconvenience this may have caused you!

IT Advisory: Internet Explorer 10 & Windows 8

Friday, June 14th, 2013

msie 10 logoAccording to reports we’ve received from Library users, some of Ford Library’s business databases may not perform as expected, or may be unusable when accessed with Microsoft’s Internet Explorer browser (Version 10).

Most performance issues have been reported by researchers using IE 10 on Windows 8 tablets.  It is unlikely that many of our specialized business database providers (e.g. Thomson Reuters) will re-design their sites and web applications to function in the Windows 8 environment.

Library IT staff are currently testing Internet Explorer 10 in Windows 7, and will report any issues to the affected database providers.

We recommend that database users who prefer MS Internet Explorer for their research roll back to Version 9 in Windows 7 if they experience significant problems with a database site. If you discover that a particular product is not performing correctly in MSIE 10, please let us know!

Frost.com Site Maintenance

Friday, May 24th, 2013

Frost & Sullivan will be moving to a new web site host; and will experience significant down time over the Memorial Day weekend (May 25 – May 27).

Here is the text of their email to local Frost.com client administrators.

To provide better service to our customers and users of frost.com, we have decided to relocate our website hosting, planned for this weekend, May 25th – 27th. No action is required on your part.

Please note that Frost.com will be unavailable for the entire weekend, starting early Saturday morning through Monday morning, May 27th.

We apologize in advance for any inconvenience caused during this move but hope this will provide better service for all of our frost.com users.

The A to Z of Accessing Your Library Account

Tuesday, October 16th, 2012

A new portal entitled “MY DUKE” was recently deployed for accessing Duke University online services. You may have used it to check your Flex account or ePrint balance. Unfortunately, the library account information provided here is not necessarily up-to-date or accurate. While the kinks in the “MY DUKE” system are worked out, please be sure to always rely on your “My Library Account” available through the Duke Libraries website for current account information.

Want to renew a book? Find out if you owe fines? Or, check the due date of an item you have on loan? Look no further than your “My Library Account.” It’s one-stop shopping for all your library circulation needs. Have questions? Contact us.