Current outage and service issues

Access to Mintel currently unavailable

The library is awaiting a response from the Mintel technical team following a loss of access to the Mintel market research database platform through Library OneSearch.

Requests to the Mintel platform are currently returning a DNS error. A further update will follow once access to the service has been reestablished.

Mintel DNS error

Lexis Library and Nexis UK – login issues

The technical team at Lexis are investigating an issue which is preventing login requests to both the Lexis Library and Nexis UK services from completing successfully.

Requests from the Find Databases service of Library OneSearch resolve to an error page that reports a problem in the communication exchange between the Lexis platform and NTU’s single sign-on environment.

A further update will follow once the issue is confirmed as resolved.

UPDATED, 17 February 2017 – 13:54:

Lexis’ support team have updated the library as follows:

We are currently experiencing an on-going issue with the LexisNexis academic sites and our network engineers are already aware of this error that you are getting and are now working to resolve this as soon as possible. As of now, we do not have a turnaround time to when will this be fixed, but I will send you an update as soon as the issue gets resolved. We would like to apologize for any inconvenience that this has caused you.

UPDATED, 17 February 2017 – 22:24:

While Lexis’ team continue to work on the underlying technical issues, the access URLs for both Nexis UK and Lexis Library have been updated in Library OneSearch in an attempt to provide a more stable access experience.

Box of Broadcasts – ongoing, intermittent service issues

The Box of Broadcasts streaming service has been experiencing ongoing and intermittent service issues over the last few days.

A rescheduled maintenance period for the BoB platform also means that the service will be ‘at risk’ between 08.00 and 10.00am on 22 December 2016.

The service advises as follows:

From around 22.30 on Monday 12 December, the service has been experiencing intermittent outages and issues with some content playback. Content broadcast from around 22.30 on Monday 12 December onwards is still experiencing playback problems, however, system access has now been fully restored. We’re working on fixing playback for these recently broadcast programmes, and will update you when this content is accessible again. The vast majority of archive content remains unaffected and is accessible.

The cause of the disruption has been due to our preparation of a system upgrade and login server maintenance, that was scheduled to take place on 15 December 2016 between 08.00am and 10.00am. This upgrade was due to fix an issue with signing-in and also deliver the new embed code functionality, which has experienced implementation problems.

Due to the problems experienced by users over the last few days, we have rescheduled the server maintenance to 22 December 2016, close to the holiday period, where we hope any disruption will be kept to an absolute minimum. As a result, please consider BoB at risk between 08.00 and 10.00am on 22 December 2016, and let your users know about the scheduled maintenance.

We’d like to apologise for any disruption to teaching over the last few days. Please be assured we are working on a number of resilience measures that will provide far greater system stability going forward.

BoB - new platform

Box of Broadcasts reporting outages

The Box of Broadcasts (BoB) service is currently experiencing outages, rendering the site at least intermittently inaccessible. BoB’s engineers are aware of, and attempting to resolve, the technical issue. The BoB team report:

The downtime we are experiencing today has been caused by a server failure. Our technical support team are working very hard to rebuild and restore your access.

A further update will follow once normal service is confirmed as resumed.

UPDATE 14 October 2016: The BoB team have repaired the server outage that took the service off-line yesterday; however it was not possible to log in to BoB using an NTU university username and password. BoB’s engineers have now resolved the problem, and login requests to BoB are resolving correctly once again.

BoB - new platform

MyiLibrary eBook platform – service problems

Widely reported service problems are currently affecting access to content on the MyiLibrary eBook platform. A range of different errors, slow response times and failures to deliver content are all cited. MyiLibrary’s technical team is aware of the issues and is working to restore the platform to normal service.

A further update will follow once the current issues are confirmed as resolved.

The MyiLibrary logo

WGSN – new platform launched; off-campus registration issues

The WGSN service has launched a new and upgraded platform. Access links in Library OneSearch have been updated accordingly. Access to the service for staff and students remains direct on-campus and by university username and password from off-campus. Additional individual account registration is still required in order to make use of WGSN services.

The Creating a user account for WGSN guide available through Library OneSearch has been updated to take account of the WGSN site changes.

Currently, due to the site upgrade, it is not possible to register for a new WGSN account from an off-campus location. A note alerting staff and students to this access constraint has been added to the WGSN record in LOS.

Previously registered users can continue to access the site from off-campus; and once an account has been registered from an on-site location, off-campus access is available. The library is in discussion with the WGSN technical team to see if off-site registration for WGSN can be restored.

WGSN - March - 2016

UPDATE, SEPTEMBER 2016: Off-campus registration for the WGSN service is possible once again. An updated how-to-register guide has been made available through Library OneSearch

ProQuest maintenance alert – 12-13 March 2016

ProQuest have just announced a maintenance period for this weekend, to enable the “critical firmware updates” to be installed across its systems infrastructure.

The maintenance period will begin at 22:00 on Saturday 12 March 2016 and end at 03:00 on Sunday 13 March. During this period, the following services will be unavailable:

  • All databases on the search.proquest.com platform
  • RefWorks
  • Syndetics (‘Learn more about this book’ service in LOS)

Users attempting to access these products during the downtime will be re-directed to a web page explaining the scheduled maintenance period.