Here are the items to check when a customer cannot login.
1. In the OOF, is the subscription current?
- If yes, confirm that username/ip are correct
- If no, check the subscription status and perhaps extend the grace period while confirming renewal status.
- If an EBSCO account, confirm that we have the correct EBSCOID associated with the account.
2. If the subscription is current next check the credentials/IP address they are attempting to connect with/from.
- If the IP is not in our system, add it.
- Confirm that the username credentials are correct.
3. If the subscription, username, and IP information is all correct, ask if the school is using a proxy server or any internet filtering software for their internet connection.
If there is still an issue then Tech 2 will probably need to help troubleshoot further.