Technical Help FAQ
Where can I get help using the various INFOhio Electronic Resources?
Links to the help resources for the various INFOhio Electronic resources are available by selecting the information button that appears on the right side of the INFOhio Resources page. Links to the help resources page is also available, once you are authenticated for the various INFOhio Resources.
Why do I need a password to access INFOhio's Electronic Resources?
INFOhio is able to provide access to INFOhio's Resources to Ohio's K-12 community, but we must comply with our contractual obligations with the various vendors. These contracts include the requirement of authenticating all users. Most schools in Ohio have registered their computers' IP addresses with INFOhio, so a username and password are not required to access the resources while using school equipment. However, we cannot authenticate home users in the same way. Therefore, it is necessary to use usernames and passwords for authentication purposes.
How do I get a password to access INFOhio Resources from home?
INFOhio Resources are available for all Ohio K-12 teachers, students and their parents. This includes those educated through private schools and those who are educated at home.
Usernames and passwords should be available from your local school library media center or on the Find My Password page. If the school library media center staff has any questions, they should contact their local Information Technology Center (ITC) or contact INFOhio Support for additional help.
Employees of Ohio schools can request that INFOhio establish a username and password specific to the school system. The use of school system accounts will allow students to remember the log in information for the INFOhio web site more easily while away from school.
How do I register my school system's IP address?
If your school obtains Internet access from an Internet Service provider (ISP) other than a regional ITC, consider registering your IP addresses with INFOhio. Registration will minimize prompts for username and password. IP addresses
When registering IP addresses, submit the following information to your regional ITC or contact INFOhio Support with this additional information:
- School system name and IRN
- Regional Information Technology Center (ITC)
- Internet Service Provider (ISP) and its contact information
- IP addresses you wish to register. Note: IP addresses must be dedicated to your school system and cannot be shared with other customers of your ISP.
What URLs should I use if I want to link to INFOhio Resources from my school's Web page?
See our list of recommended URLs to access INFOhio resources at https://www.infohio.org/erlinks.
What search widgets associated with INFOhio products and services can I use on my school's Web page?
Search Widgets are available in the INFOhio Toolkit.
What domains should be excluded from Security Software, Firewalls, Caches and Filters?
To avoid problems that result from security, filtering or caching technologies improperly processing pages, INFOhio recommends that network administrators at the Information Technology Centers and building/district level exclude domains from filters and caching. These same domains might also apply to security software and personal firewalls on local computers and should be identified as trusted sites.
EBSCOhost & Biography Reference Bank:
- ezproxy.infohio.org: 188.8.131.52
- mediast.infohio.org: 184.108.40.206
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 (220.127.116.11 Ports 2048 through 2248, skipping 2049).
World Book Web
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 (18.104.22.168).
What multimedia tools and web browser plug-ins are recommended for the INFOhio Resources?
The tools recommended for the resources varies greatly. You are encouraged to use the selecting the information button that appears on the right side of the INFOhio Resources page to access the Online Help for each resource.
The following multimedia tools and plug-ins are frequently recommended for the various INFOhio Resources. Select the hyperlinks and look for free downloads.
- Adobe Flash Player
- Adobe Shockwave Player
- QuickTime with Flip4Mac
- Real Media Player
- Windows Media Player
- Microsoft's QuickTime WMV Component (Flip4Mac)
- To view PDF files you will need Adobe's free Acrobat Reader.
- To view PowerPoint files you will need Microsoft's free PowerPoint Viewer.
Most INFOhio Resources work fine, but I cannot get access to some of them. What might be wrong?
Here are some suggestions / questions you can address that will aid in resolving the problem:
- Make sure you are going through the INFOhio website (http://www.infohio.org/) to get access to INFOhio's Core Collection of Electronic Resources. If the website 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.
- Try a variety of the INFOhio Electronic Resources, and identify which are working and which are not.
- 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.
- Frequently Internet security software or firewall software will prevent computers from fully communicating with the websites 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 IP addresses/domains listed in the "domains to be excluded from Security Software, Firewalls, Caches and Filters" portion of this Web page is reflected as "Trusted Sites" or "Trused Zones" on your list.
- If you experience problems getting authenticated with Literature Online 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.
- 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.
- If you experience problems getting authenticated with BookFlix, the most common source of the problem is a security application installed on the computer being used. BookFlix relies on the use of Referring URL's that can be blocked by security applications. 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.
- 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"
- 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 Mozilla Firefox: "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"
- 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.
If none of the suggestions above resolve the problem, please provide the following information to the INFOhio Support and to the INFOhio Provider of your regional ITC for further investigation:
- The supplier of your Internet connectivity (your ISP)
- The configuration of your Web browser and Internet access
- The operating system you are using
- The Web browser you are using including the version number (found by using the "About" option in the "Help" menu)
Where can I find logos and graphics for INFOhio?
Logos and Graphics are available in the INFOhio Toolkit
I need help troubleshooting SirsiDynix WorkFlows.
Most technical questions regarding SirsiDynix WorkFlows are addressed in the WorkFlows Handbook. Be sure to review the Setup section when installing the software on a workstation, which includes the WorkFlows Troubleshooting Checklist.
Other questions should be directed to the INFOhio Provider of your regional ITC.