Frequently Asked Questions for common link resolution issues Q1 Cannot access the website: page cannot be displayed or similar 1. Internet down Check other websites to see if it is a wider issue with your internet connection. If all websites are affected, contact your local IT department. Check email lists / NICE service information pages to see if any problems have been reported with the service. Local IT department 2. Website blocked by your organisation Contact your local IT department to check if the website is blocked locally. See also a list of websites that should not be blocked at: http://www.libraryservices.nhs.uk/forlibrarystaff/information/technology.html Local IT department In a small number of cases, firewalls block access on the basis of IP address as well as URL. In this case, changes in suppliers IP addresses should be forwarded to the local IT Department. Q2 Resource will not authenticate saying you do not have rights to access the material or similar Supplier has not activated your OpenAthens org ID First check with your local OpenAthens administrator that the resource is in the default permission set for your OpenAthens organisation. If it is and you are sure that you have access rights to this material and / or have placed the order for the resource, it could be that the supplier has not activated access for your OpenAthens org ID. Contact the supplier to activate your access to the resource with details of your OpenAthens org ID. Local OpenAthens administrator / supplier Page 1 of 5
Q3 Resource authenticates to another NHS organisation name Supplier is using IP authentication rather than OpenAthens Check to make sure that the resource is not one of the national collections made available using IP authentication. If it is, contact NICE or the relevant LKSL contact to query your access. Where the resource is not designed to be IP authenticated, contact the supplier to switch off IP authentication and ensure that OpenAthens access is enabled. Note: the use of IP authentication in the NHS can be problematic because the NHS uses dynamic IPs (i.e. changing IPs). However, some NHS organisations do employ IP authentication and it is used to authenticate some national resources. It is possible to obtain a fixed IP address. Check with your local IT department to see if this possible. Note: IP authentication does not work for off-site access unless an EZProxy has been implemented. Supplier / NICE: / LKSL contact / local IT department Q4 Unexpected functionality or message about browser support Browser issues Most suppliers no longer support IE6; increasingly, there is also no support for IE7, IE8 and IE9. Check with the supplier. Ask the IT department to upgrade your browser or give you access to alternative browsers such as Firefox and / or Chrome. Supplier / local IT department Q5 Links from HDAS and My Journals results are broken saying that the resource cannot be found Data mismatch between link resolver and the content available Check the link resolver data against what is available on the content platform. If there is a mismatch, query this with the supplier. Where the link resolver data needs updating: For national collections (i.e. those shared by NICE Evidence Services): contact NICE at For regional collections: contact your regional link resolver lead For local collections: contact OCLC at Supplier / regional link resolver lead / NICE: / : Page 2 of 5
Q6 Link for a collection or title does not appear against HDAS and My Journals results 1. Content not selected on link resolver 2. Data mismatch between link resolver and the content available Make sure that the collection / title data is selected on link resolver and if not, select the relevant collection / title(s). Check the link resolver data against what is available on the content platform. If there is a mismatch, query this with the supplier. Where the link resolver data needs updating, email the relevant contact (this will depend on whether collection is national, regional or local refer to issue 5 on page 2). Supplier / regional link resolver lead / NICE / Q7 Links not resolving directly to full text i.e. resolving to table of contents, journal details or provider platform 1. Link Scheme missing on OCLC Check the Link Scheme in the link resolver collection (expand the Linking option for the collection). If there is no Link Scheme, check other collections by the provider to see if there should be. Check the Link scheme values spreadsheet available at: https://www.oclc.org/support/services/collectionmanager/documentation/settings-glossary/link-schemes.en.html for the appropriate Link Scheme and add against the collection. 2. Citation information incorrect in HDAS / DOI information missing in HDAS Check the citation information in HDAS: if there is no volume or issue information it will only resolve to the best match, i.e. either ToC, journal or provider website. If all relevant information is displaying or you are unable to identify the issue: Contact with your OCLC WorldShare address (i.e. http://nhsxxxxxx.share.worldcat.org/wms) and a guest OpenAthens account username and password corresponding to the OCLC organisation. Page 3 of 5
Q8 Full text linking takes you to an authentication page or a paywall. 1. Further requirement to log in to the supplier website via the OpenAthens log-in link At the authentication page or paywall, does clicking Open in OpenOpenAthens or Open with Shibboleth take you to the full text? If so, add a collection-level note against the collection to assist users to navigate to the full text (select the collection and expand Properties; unhide the Notes section add to the Public notes field). 2. Link Scheme missing Check the Link Scheme in the link resolver collection (expand the Linking option for the collection). If there is no Link Scheme, check other collections by the provider to see if there should be. Check the Link scheme values spreadsheet available at: https://www.oclc.org/support/services/collectionmanager/documentation/settings-glossary/link-schemes.en.html for the appropriate Link Scheme and add against the collection. 3. Provider platform does not include enough information to link directly to the full text such as Digital Object Identifier DOI) Contact with the details, remembering to include your OCLC WorldShare address and a guest OpenAthens account username and password corresponding to the OCLC organisation. Q9 When viewing selected titles in WorldShare, missing titles or the number showing on My Selected Collections page is different to that in the open collection Collection re-index required Contact with the collection details to arrange a re-index. When contacting OCLC, remember to include your OCLC WorldShare address and a guest OpenAthens account username and password corresponding to the OCLC organisation. Page 4 of 5
Q10 Links from HDAS or My Journals are not WAYFless i.e. further requirement to select NHS England or institution name before accessing the article 1. Wrong collection has been selected on WorldShare 2. WAYFless URLs are not supported by the supplier A number of WAYFless collections are available for selection on WorldShare. Make sure that the correct WAYFless collection for the resource has been selected on WorldShare. If necessary, contact your regional link resolver lead for additional advice on the appropriate WAYFless collection. Not all suppliers support WAYFless linking and so users are necessarily required to select NHS England as their organisation before going through to the article. Check with the supplier to see if WAYFless linking is supported. A list of service providers with WAYFless URLs is available at: http://www.ukfederation.org.uk/content/documents/wayflessservices Where WAYFless is not supported, add a collection-level note against the collection to assist users to navigate to the full text (select the collection and expand Properties; unhide the Notes section add to the Public notes field). If necessary, contact your regional link resolver lead for additional advice on the appropriate WAYFless collection. Local / regional link resolver lead Local / regional link resolver lead Page 5 of 5