Troubleshooting tools

IP Problems

Check IP number on your machine - This is what the world sees as your IP address. You will need to make sure that KYVL has this IP number and/or range on file.

A second way to check your IP number

Are you able to get into all three of the links below

If not, we may not have your IP address associated with your institution. Please contact us via our Ask a Question form to request an IP change.

Proxies and Firewalls

The Kentucky Virtual Library uses IP authentication for some Internet based databases. If your organization/library/school uses a proxy server or some form of internet caching system (such as Cacheflow) to increase Internet performance, these databases will not authenticate properly. It is important that you allow these sites to bypass the proxy or caching system thus allowing the end user to achieve direct communication with these databases and not a cached version of the site. Generally this means adding these sites to a "pass-through" list or filter. Consult the documentation of your proxy/caching device for the specific instructions.

It is important to add these to your list or filter. Because of their dynamic nature, the sites become very difficult to use if they are not passed through and can return wrong and irrelevant results to your users, or impede access completely.

The KYVL related sites to be added to the list are: - - -

Vendor Contact Information

Britannica Customer Support
Hours of operation:
Monday - Friday
Phone: (800) 621-3900 x7160
Email: ED Support

EBSCO Customer Support
Hours of operation:
Monday - Friday, 24 hour support
Saturday & Sunday, 9:00 AM-5:00 PM (Eastern Time)
Phone: (800) 758-5995

Grolier Technical Support
Hours of operation:
Monday - Friday: 8:00 AM-5:00 PM (Eastern Time)
Phone: (888) 326-6546

LearningExpress Library
Hours of operation: Monday-Friday: 9:00 AM-5:00 PM(Eastern Time)
Phone: (800)295-9556, ext. 2
Email: LEL Support

OCLC WorldCat and First Search Customer Support

Hours of operation: Monday-Friday 7:00 AM-9:00 PM (Eastern Time)
Phone: 1-800-848-5800

ProQuest Customer Support
Hours of operation:
Monday - Friday: 8:00 AM-6:00 PM (Eastern Time)
Phone: (800) 521-0600 ext. 2971

© 2008 Kentucky Virtual Library/Council on Postsecondary Education
1024 Capital Center Drive | Frankfort, KY 40601
Toll-free: 844-400-5985 | Fax: 502-573-1535