Here are some suggestions / questions you can address that will aid in resolving the problem:

1. Make sure you are going through the INFOhio Web site (http://www.infohio.org/) to get access to INFOhio's Core Collection of Electronic Resources.  If the web site you are using to get access to the INFOhio Electronic Resources uses frames, it is important that the INFOhio sites be open in a new window or new tab.  Many of the resources rely on referring URLs for authentication and the use of frames on a web page does not allow for the referring URLs to be used properly.
   
   
2. Try a variety of the INFOhio Electronic Resources, and identify which are working and which are not:

   The ART Collection Biography Reference Bank EBSCOhost Enciclopedia Estudiantil Hallazgos L'Encyclopédie Découverte LearningExpress Library Literature Online From Chadwyck-Healey

   NewsBank Newspapers Ohio Landsat 7 Satellite Images Oxford Reference Online: Premium Collection Sanborn Fire Insurance Maps Science Online SIRS Discoverer World Book Web

3. If prompted for a username/password, what URL is shown in the address box of your Web browser? Please share this information with your regional ITC INFOhio Support staff and with the INFOhio Webmaster.
   
   
4. Frequently Internet security software or firewall software will prevent computers from fully communicating with the web sites visited by users.  This can interfere with the authentication for some of the electronic resources.  Most of these applications include a "Trusted Zones" or "Trusted Sites" feature where one can specify those sites that are appropriate for full communication.  If using either of these types of applications, be certain that the following are included as "Trusted Sites" or "Trused Zones" on the list:

   DOMAIN	RESOURCE
   *.hwwilsonweb.com	Biography Reference Bank
   *.ebscohost.com 204.179.122.* 72.164.152.1-254	EBSCOhost
   *.infohio.org INFOsearch: 66.114.0.13 ezproxy.infohio.org: 66.114.0.16 mediast.infohio.org: 66.114.0.30	INFOhio
   *.learnatest.com *.learningexpresslibrary.com	LearningExpress Library
   *.newsbank.com 12.130.28.213-214	NewsBank Newspapers
   *.ohiolink.edu Special note: OhioLINK requires that INFOhio use a proxy server to access their resources. Your networking staff should be asked to allow access to ezproxy.infohio.org server (66.114.0.16 - Ports 2048 through 2248, skipping 2049)	The ART Collection Literature Online from Chadwyck-Healey Ohio Landsat 7 Satellite Images Sanborn Fire Insurance Maps
   *.oxfordreference.com	Oxford Reference Online: Premium Collection
   *.fofweb.com	Science Online
   *.sirs.com 165.215.137.23	SIRS Discoverer
   *.worldbookonline.com 208.116.131.193 to 208.116.131.254	World Book Web

   
   
5. If you experience problems getting authenticated with the Art Collection, Literature Online from Chadwyck-Healey, and/or Sanborn Fire Insurance Maps, the most common source of the problem is a filter that is blocking access to the ezproxy.infohio.org server.  OhioLINK hosts these resources for Ohio and requires that INFOhio use a proxy server to access the resources. Contact the person responsible for the filter used on your network and ask that they allow access to the ezproxy.infohio.org server.
   
6. If you are experiencing problems getting access to a resources where you are caught in a "loop", the most likely reason is that they are trying to access the INFOhio Electronic Resources from a page using frames or their computer's clock is incorrect. Britannica's authentication procedures rely on cookies and if the cookies are too old (or too far into the future), the cookie will not be valid.  
   
7. If you experience problems getting authenticated with the NewsBank Newspapers or Oxford Reference Online, the most common source of the problem is a security application installed on the computer being used.  These resources rely the use of Referring URL's that can be blocked by security applications. Please visit http://www.infohio.org/ER/testbrowser.asp and follow the instructions.  INFOhio will use your response to the instructions to help determine if this is indeed the source of the problem.
   
   However, if a security application is installed, INFOhio will be limited in the assistance that can be provided to alter the configuration of the software.  Most security applications allow for a list of "trusted sites" to be specified.  The addresses that should be included as trusted sites can be found near the conclusion of our Webmaster Technical Information page.
   
   
8. Try to clear the cache and the cookies from your machine, while on a page other than the page prompting for the username/password.

   Using Internet Explorer: "Tools" menu "Internet Options" option "General" tab (across top of pop-up window) "Delete Cookies..." and "Delete Files..."

   Using Mozilla FireFox: "Edit" menu "Preferences..." option Select the "+" next to "Advanced" category Select the "Cache" sub-category On the right side of the pop-up window, select the buttons labeled "Clear Memory Cache" and "Clear Disk Cache" Note: This does not clear any "cookies" on your machine.

    
9. If you experience problems with a resource where you can use the site for a few moments but are then "knocked off," your machine is not allowing cookies to be stored. This could be caused by security software installed on your computer, but might also be caused by a Web browser setting:

   Using Internet Explorer: "Tools" menu "Internet Options" option "Security" tab (across top of pop-up window) "Custom level..." button (may not be an option on some versions of IE) Set to "Medium"

   Using Netscape: "Edit" menu "Preferences..." option Select the "Advanced" category On the right side of the pop-up window, select the option to "Accept all cookies" or "Accept only cookies that get sent back to the originating server"

10. If you have multiple web browsers on the machine, is the problem experienced on both Web browsers, or is one of them functioning as desired?
    
11. If none of the suggestions above resolve the problem, please provide the following information to the INFOhio Webmaster (webmaster@infohio.org) and  to the INFOhio Provider of your regional ITC (formerly known as DASite) for further investigation:

    The supplier of your Internet connectivity (your ISP) The configuration of your Web browser and Internet access (determined by visiting http://www.infohio.org/ER/testbrowser.asp) The operating system you are using (Win 98, Windows XP, Windows Vista, OS X, etc.) The Web browser you are using including the version number (found by using the "About" option in the "Help" menu)