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University of Portland Clark Library

Troubleshooting Off-Campus Access: Connection Timed Out / Page Not Available

Error Description

After selecting a link to a library resource and entering your UP username and password, nothing seems to happen for about a minute, and then you see one of the error messages below.

Chrome Error Message

Chrome error message: This webpage is not available

Firefox Error Message

Firefox error: The connection has timed out

Safari Error Message

Safari error message: Safari Can't Open the Page because the server where this page is located isn't responding.

This Site Can't Provide a Secure Connection

Some Comcast/Xfinity users have reported seeing an error message saying that "This site can't provide a secure connection."  For more information about troubleshooting this error, see the Comcast Access Issues help from Gonzaga University.

Reason for this Error

This error usually occurs due to a conflict between a setting on either your device or your local network and our off-campus access system.

Troubleshooting Tips: Firewalls

Firewalls

Firewall settings frequently cause this issue by blocking access to UP's proxy server (which provides our off-campus access to library resources).

If you are trying to connect from work:

  • Many corporate, government, or educational work environments use a firewall for security purposes, which may block access to the library's off-campus access system.
  • Contact your local network administrator to let them know that you need access to the University of Portland's proxy server, EZproxy. Provide the following information:
    • EZproxy requires access to the following ports: 2048 (outbound connection); 443 (secure login)
    • EZproxy uses the following domains: ezproxy-eres.up.edu and login.ezproxy-eres.up.edu
    • EZproxy always uses a secure connection (https://)

If you are trying to connect from home:

  • If you have installed personal firewall software (such as Norton Antivirus), you need to allow access to the following sites (as safe sites): login.ezproxy-eres.up.edu and ezproxy-eres.up.edu. For more assistance, refer to the documentation provided with your firewall software.
  • Confirm that your network allows access to the following ports: 2048 (outbound connection); 443 (for secure logon)
  • For more assistance, contact your local internet service provider, or contact someone who specializes in troubleshooting internet networks

More Troubleshooting Tips

Ad-blockers, Privacy Monitors, and other extensions/add-ons

  • Internet browser extensions and add-ons such as ad-blockers and privacy monitors may interfere with off-campus access to library resources.
  • Follow the instructions to review and disable or remove browser extensions.

Cookies

Javascript

  • Confirm that JavaScript is enabled on your computer. (Our off-campus access system will work with default JavaScript settings, but if you have disabled JavaScript, you may need to re-enable it).

Pop-up blockers

Questions?

  • Please contact the library at 503.943.7788, or email reference@up.edu, for assistance.

library@up.edu | 503.943.7111 or 800.841.8261 | 5000 N. Willamette Blvd., Portland, OR 97203-5798
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