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Help: Troubleshooting for librarians


I can't get access to the journal(s) to which I subscribe

If the journal(s) to which you subscribe are not on the list shown on the journal subscriptions at your site page, please contact custserv@iop.org with the following information in order that we can locate your subscription details:

  1. Contact details of your subscription agent
  2. Remittance details
  3. Purchase order number(s)
  4. Name(s) of the missing journal(s)

I can only get access to some of the journals to which I subscribe

If you are having difficulty accessing all your subscribed journals, please visit the following page: http://www.iop.org/EJ/checkup

Please contact custserv@iop.org with the information found on the check up page along with the following:

  • Your site key (found near the top of the Library Assistant page, and also on the top right of the EJs home page)
  • The URL that you are using to access the Electronic Journals service
  • Any error messages that you are experiencing
  • The name(s) of the journal(s) you cannot access

I need to add additional IP addresses to my account

To add additional IP addresses or ranges please contact custserv@iop.org with the following information:

  • The new IP addresses or ranges to be included and the locations to which they correspond
  • Please also confirm that these new IP addresses do not include:
    1. any IP addresses belonging to institutions which are not legally part of your organization (for example autonomous research institutes on any of your campuses which are not part of the same legal entity)
    2. any proxy or caching servers accessible to users at institutions which are not legally part of your organisation
  • Your site key (found near the top of the Library Assistant page, and also on the top right of our EJs home page)

My IP address has changed

To notify us of a change to your IP addresses or ranges, please contact custserv@iop.org with the following information:

  • The old IP addresses or ranges to be changed
  • The new IP addresses or ranges to be added and the locations to which they correspond
  • Please also confirm that these new IP addresses do not include:
    1. any IP addresses belonging to institutions which are not legally part of your organization (for example autonomous research institutes on any of your campuses which are not part of the same legal entity)
    2. any proxy or caching servers accessible to users at institutions which are not legally part of your organization
  • Your site key (found near the top of the Library Assistant page, and also on the top right of our EJs home page)

Can I register a proxy server?

It is not our policy to register proxy servers. If you would like to register a proxy server, please contact custserv@iop.org with the following information:

  • The range of usage on this server
  • If this server is only available for specified students/staff using remote access

My Bookmarks don't work

If your bookmarks don't work, please refresh or reload them or if using an OPAC page or Library page, check and update the appropriate links.

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