PROXY TROUBLESHOOTING

COMMON PROBLEMS

  1. They do not receive the proxy prompt.
  2. They get a 12202 error when going to a vendor site.
  3. They get the proxy prompt but are denied access.
  4. They've previously gotten the proxy prompt, but aren't getting it now.
  5. They are configuring their browser to use the UK proxy server and they aren't seeing specific menu options.

Problem 1 :They do not receive the proxy prompt.

  • Make sure they can recognize the proxy prompt from a vendor's prompt.
  • Were you prompted by a web page or pop-up window?
  • Did it have portal.uky.edu or 128.163.2.29 on it?
  • Inquiry if they are running from an institutional network.
  • KentuckyState government firewalls do not allow using the UK proxy – they can not use the UK proxy from this site.
  • Many public school firewalls do not allow using the UK proxy – they can not use the UK proxy from this site.
  • Many business firewalls do not allow using the UK proxy – they can not use the UK proxy from this site.
  • Make sure they aren't using AOL as their ISP.
  • Have them find an alternate browser on their computer, or download Netscape 4.78
  • Run through the setup script.

Problem 2 :They get a 12202 error when going to a vendor site.

  • There is a problem in the proxy for this Vendor.
  • Contact and tell them that there is a 12202 error for this Vendor.

Problem 3 :They get the proxy prompt but are denied access.

  • Make sure they can recognize the proxy prompt from a vendor's prompt.
  • Were you prompted by a web page or pop-up window
  • Did it have portal.uky.edu or 128.163.2.29 on it
  • See if you can gain access using their last name and barcode.
  • Configure your browser for proxy access & log in as patron.
  • If so it MUST be an entry error
  • Make sure the name doesn't have punctuation
  • Make sure they enter all 13 characters of barcode
  • Have them cut and paste barcode from Word or Notepad
  • Check Voyager Circulation for the following:
  • Ensure they have a Voyager account
  • Ensure they have a 13 character barcode.
  • Odd punctuation (hyphen's, diacritics, accents) in name
  • Ensure the account for the barcode is active.
  • Ensure the account for the barcode has not expired.
  • Ensure that the record was not entered today. Will load at 11:00 pm.
  • Ensure the account for the barcode is in an approved patron group (see:

Problem 4 : They'vepreviously gotten the proxy prompt, but aren't getting it now.

  • Make sure they can recognize the proxy prompt from a vendor's prompt.
  • Were you prompted by a web page or pop-up window?
  • Did it have portal.uky.edu or 128.163.2.29 on it?
  • Make sure the vendor site is working.
  • Point your web browser to the vendor site.
  • Ping the vendor site.
  • Tracert the vendor site.
  • Pathping the vendor site.
  • Make sure the proxy is working.
  • Point your web browser to (do you get a web page or 404 error.
  • Ping portal.uky.edu.
  • Tracert portal.uky.edu.
  • Pathping portal.uky.edu.
  • Make sure the site domain name is supposed to be in the proxy.pac.
  • Check to see if database is listed as proxy accessible, see: .
  • Check to see if Ejournal is proxy accessible, see:
  • Check with the UK library's vendor contact.
  • Check the D.O. for the electronic resources order form.
  • Make sure the vendor domain name is in the proxy.pac.
  • Point IE to and open the file. <ctrl<f> then search for the domain name.
  • Make sure they are using the correct browser.
  • Have them click the "Help" on the browser menu bar and read the "About"? line at the bottom of the pop down menu. Click "About"? and read the version.
  • If not a supported browser then have them find the browser on their computer, or download Netscape 4.78

Problem 5 :They are configuring their browser to use the UK proxy server and they aren't seeing specific menu options.

  • Ask them which ISP they are using.
  • If it is AOL (or other proprietary browser) then have them find a supported browser on their computer, or download Netscape 4.78.
  • Make sure they are using the correct browser.
  • Have them click the "Help" on the browser menu bar and read the "About"? line at the bottom of the pop down menu. Click "About"? and read the version.
  • If not a supported browser then have them find the browser on their computer, or download Netscape 4.78
  • Make sure the browser view settings are all on
  • In IE click "View" > "Toolbars" and ensure a check is next to every selection.
  • In Netscape (4.x or 7.x) click "View" > ("Show" or "Show/Hide") and ensure a check is next to every selection.

Page (1)UK proxy server troubleshooting