LibAnswers: TCC Library Staff

There are a variety of reasons why someone may not be able to access a database from off campus. Listed below are some of the questions to ask to help identify and troubleshoot the problem. There is no strict progression as to which questions and some questions are more appropriate in some circumstances than others. As a result, there is some redundancy in the questions.

Question: Are you behind a firewall?

If the person is behind a firewall, they will not be able to access the databases. This is now the number one reason I find for remote access problems. This is the most likely cause of the problem if the person is trying to access the databases from work.

Question: Is your browser set to accept all cookies?

The browser must be set to accept cookies for remote access. While a ‘low’ setting may work, we recommend setting it to ‘all’ to ensure access. If the cookie setting is the problem, the person will usually get an error message that identifies that problem.

Question: Can you log in to myTCC?

If not, then the problem is not with database access (at least not yet). They need to verify that they are using the correct username and password and can log in to myTCC before we can determine if there is a database remote access problem. But, remember, everyone can log in to myTCC, even if not currently enrolled, so be sure to ask them the next question.

Question: Are you currently enrolled?

Only currently enrolled students get remote access. Remember, they may still be a valid ‘student’ in Aleph for a year, even though they are not currently enrolled, and they don’t have to be currently enrolled to log into myTCC.

Question: What path are you using to get to the library database?

The best way to access a library database from off-campus is to go directly to the library website and use the Subject List or A-Z List. If they log in to myTCC and use the Library Services link, or if the teacher has put a link into Canvas, they may not be able to get into the database, even though they can do so if they were to go directly to it. If the person is not sure how they got to the link, have them close their browser (to clear any existing authentication), open it, and navigate to the database through the library page and see if they get the VCCS login page. If there is a problem with their login info, they should get an error message from the VCCS. If they end up with another login box from the vendor or some other error message from the vendor, they have some other issue.

Question: What error message are you getting?

If the person is getting something equivalent to a ‘Page Not Found’ message, then the database may be down or a firewall may be the issue.

If the person is getting a message that says something to the effect that they are not authorized to use that database, they have some other issue.

Question: Which database are you trying to access?

If the person cannot access a TCC only database, you should ask them to check a VIVA or VCCS database if at all possible.

Question: Can you access some databases but not others?

If the person cannot get to any databases then the problem is with remote access. If they can get to some databases but not others, then the problem is not with the remote access itself. It is with access to a specific database or vendor and we must troubleshoot the database access issue, not remote access in general.

Many times the person has not tried other databases or has only tried databases from the same vendor (Ebsco, for instance), so they can’t answer this one. If you ask them to try another database, be sure it is from a different vendor.

Question: Are currently enrolled at/teaching at more than one VCCS college?

This question is only needed if the person can’t get into a TCC database. If the person has more than one enrollment or is teaching at more than one college, the Directory may not be identifying them as TCC. Also, if they have more than one directory id, they may be using the wrong one. If both ids are current, either one will work with myTCC since they just get a Tab for each school, but only the correct TCC directory id will work for a TCC database.

Question: What login page do you get?

If someone goes to a database directly without using the linker code on our web page (from the VIVA page or a bookmark, for instance), they will get the database’s own remote access login box. The VCCS username and password only work at the myVCCS login box. This used to be a big problem, but I don’t see it happening much anymore as the myTCC login has become the standard.

Question: What is your name and contact information?

If you cannot solve their problem while talking to them, please be sure to get a name and phone number or email address. Forward it to me and I will contact them to try to resolve the issue.

Developed by Jacque Dessino 11/28/2007 rev 09/18/2008, 02/04/2014, revised Brittany Horn 1/3/2023