Remote Authentication Troubleshooting

I keep calling Jeff for help about remote authentication problems and finding out that there isn't a problem (sorry, Jeff!). This is for me, more than anyone (thanks, Jeff!):

Patron can't log into databases remotely. . .

• Of course, check their card number and PIN.
• Card or PIN wrong? If the card or PIN have to be fixed, keep in mind that the card will still not work until 15 minutes after (probably) the (next) hour, when the Unicorn Server syncs with the EZProxy database. (If you made the update at 1:10, it should be available after 1:15, but if you made the update at 1:20, it will not be until after 2:15.)
  
• Card number and PIN were Ok to begin with?
  

• Try to duplicate their problem using our PCReservation computer.
• See the instructions taped onto the base of the monitor about using the Remote Desktop to do this.
• Try their card and PIN to access one of the remotely accessible databases (e.g. Masterfile), and if that isn't working, try your own card and PIN or one of the guest cards in the drawer.
  
• If none of the cards works, it could be an issue of the server having problems. Report this to Jeff.
  
• If your card works, but theirs still does not, you might let them try a guest card and PIN (test it first).
  
• If the guest card that worked for you does not work for them, you could try having them clear their cookies and temporary Internet files in the browser settings (in IE 6.0, it's under Tools/Internet Options).
• If that doesn't work, it could mean that it's an issue of the port's being blocked on their end [see following].

If you didn't make any changes to their card or PIN, ask them if they are at work and if there's a possibility that Port 2048 may be blocked. This is a port that most serious firewalls will block (not usually home computer firewalls) and would have to be specifically unblocked. They will need to ask their IT folks about this. It has also happened that someone has had a hardware firewall at home. They will need to disable it or figure out on their own (we cannot do this for them) how to unblock port 2048 to use our databases.

If all else fails, you can contact Jeff. . . :-)