- When I go to the web site to check usage reports,
it says to click on the product links at the top of the page,
but there are no links appearing. I don't see a left frame, either.
What should I do?
This is our most frequently reported problem, and, fortunately,
the most easily fixed. If you are using Internet Explorer,
simply refresh the screen by hitting F5 or clicking the refresh
button on your browser until your school's name and your list
of products appears in the top blue frame of the screen. If
you are using Netscape Navigator, please click the Back button
and login again. When the top frame has loaded fully, click
on a product link and the left frame will appear with the
list of monthly reports.
- I got an error message....what do I do now?
Copy the error message and send it to email@example.com
along with your login ID/password, full contact information, and
a brief description of the action you were trying to perform.
We will try to respond within 48 hours.
- Why can't I find a report for last month?
You may be looking for the report before it has become
available. Reports are posted toward the end of the month
that follows the month of coverage.
- My reports say "NULL"...or...my reports show
no data...or...there are months missing in my Summary Trends report.
What is going on?
These types of problems are most often caused by IP
address issues. Your IP addresses may be appearing
by mistake in another institution's subscription record in
our system. We gather usage data by measuring use generated
by an IP address and then assigning the data to the subscription account
whose IP list contains that particular IP address. If an
IP appears in more than one account for a single web product,
each piece of usage data is only tallied once and is assigned
to only one account. This would result in your figures getting
mixed into another institution's report. Firewalls,
proxy servers, and private nodes can also cause difficulties
with the gathering of usage. If you encounter any of these
types of problems, please check with your network administrator
and send firstname.lastname@example.org
the most up-to-date list of your IP addresses, taking care to
identify any firewalls, etc.
- Why is there a date next to every line in the
This will allow you to combine several CSV files into
a single spreadsheet, if you are interested.
- When I open the CSV files, I don't see anything
in the report identifying the product or dates covered.
Is something wrong?
Expand row 1 and column B, and you will see the heading
for the report that lists your school's name, account number,
and the product and date.
- I lost my account number or I forgot my password.
Can you remind me what it is?
If you had changed your password by using the form
on the website, we will have to reset the password, and you might
have to wait for several weeks for the change to go through.
Passwords are reset on the 10th of each month. If you lost
the original ID/password that we sent you, please send an email
and we will try to respond within 48 hours.