Eresources support
On this page you can find out how to resolve common technical problems for statewide licensed databases and consortia opt-in subscriptions.
It is advisable to keep accurate notes on technical issues, such as error messages, network downtime times, and issue frequency, as this can assist IT staff or eresources vendors in resolving problems efficiently.
- For troubleshooting advice for indyreads go the Managing indyreads in your library page.
- URLs for statewide licensed databases
To obtain the statewide licensed database URLs, contact the Gale technical support team.
- Onsite access issues
In-library access is generally facilitated via a static IP range which you provide to the eresource vendor. The vendor adds your IP details to a list of accepted IP ranges. This allows subscribers to automatically login to an eresource without the need to enter username and passwords.
The most common reason for the loss of access to an eresource from within a library is related to changes to the network and associated IP ranges.
If you intend to change your IP range, please provide the new range to the Gale technical support team.
For consortia opt-in offer subscriptions, contact the vendor sales representative. Contact details are listed on each consortia opt-in offers product page.
If you require further assistance please contact NSW.net.
- Remote access issues
The standard method of authentication for library patrons accessing NSW.net eresources outside of a library’s network is membership patterned ID. This provides access to an eresource via library card or barcode number. To enable this type of access you will need to provide your library card or barcode range to NSW.net for statewide licensed databases and the vendor for databases you subscribe to directly.
For statewide licensed databases, please contact the Gale technical support team.
For consortia opt-in offer subscriptions, please contact the vendor sales representative. Contact details are listed on the product page for the consortia opt-in offers.
If you require further assistance please contact us.
- Accessing usage statistics
An administrator account was established for each NSW public library to facilitate the access to the usage statistics for the statewide licensed databases. If you do not know who the designated staff member is at your library service, contact the Gale technical support team.
For consortia opt-in offer subscriptions usage statistics, contact the vendor sales representative. Contact details are listed on the product page for the consortia opt-in offers.
- How to bypass Messagelabs for IP authentication
Libraries requiring access to eresources that use IP authentication and are also configured with the Messagelabs web security cloud content filtering service will require additional configuration in on the SonicWALL in order to bypass the Messagelabs proxy server to authenticate to these online services successfully.
- Update public library membership card numbers
If your library has introduced a new library card membership sequence, it's important that you notify the Gale technical support team to ensure that your clients can continue to access the statewide databases.
For consortia opt-in offer subscriptions, please contact the vendor sales representative. Contact details are listed on the product page for the consortia opt-in offers.
If your service is participating in the State Library public library card membership initiative, contact us to pass on changes to your membership card sequence to the the relevant section.