Answered By: Lynn VanLeer
Last Updated: Jun 16, 2016     Views: 134

This error is most often caused by a special speed feature used by some satellite internet providers. This feature needs to be disabled to clear the error and allow database access.

Some satellite internet or Verizon MiFi customers may receive the following errors when logging in to the EBSCO databases:

"A system problem has occurred. To begin a new session, please log in again."

"A server error has occurred.  To begin a new session, please log in again."

Common satellite internet companies include:

  •     HughesNet
  •     Starband
  •     WildBlue
  •     DISHnet

Satellite Internet services are slower by nature, and therefore, use a special feature to attempt to speed up the connection. This feature is known by several names, such as:

  •     TurboPage
  •     Web Acceleration
  •     Pre-caching

This feature is usually incompatible with Library databases that require a log in. Disabling this setting will slow down internet access. Nothing is broken. This is simply the nature of the technology.

Note that instructions may vary depending on the modem type and provider. You may need to contact your provider for specialized help if the instructions don't match what you are seeing on your computer.

Some patrons have been able to bypass the error by using a different browser such as Firefox or Chrome.

If this does not work or if you need further assistance, please contact your satellite provider directly for additional troubleshooting assistance.

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