We recently had a similar problem with a Mac user who couldn't see the articles on the Science magazine site.  I could reproduce the problem on a PC with certain ad-blocking settings in my browser, but the user in this case didn't seem to have an ad blocker (it was hard to tell for sure since our Science librarian was the one who was in touch with the user). 

Anyway, for what it's worth, if this happens again, see if the user has an ad blocker installed and have them try disabling it on the page to see if the problem goes away.  Safari also blocks certain content--this Apple Support page may help:  https://support.apple.com/en-us/HT204098.

--
Nikki DeMoville
Electronic Resources Coordinator
Robert E. Kennedy Library
California Polytechnic State University
San Luis Obispo, California

Direct 805-756-5780
Fax 805-756-7711
ndemovil@calpoly.edu

On 7/22/2016 7:11 AM, Jason Skoog wrote:

Thanks, Monica.  I am beginning to think this is a firewall issue.  Unfortunately the individuals at the distance site stopped responding to emails and are done with their program, but we're trying to get in touch with their IT department for next time.

Thank you

Jason

On Fri, Jul 22, 2016 at 7:05 AM, Ihli, Monica Inez (Monica) <mihli1@utk.edu> wrote:

Hi Jason,

 

With the disclaimer that we are not using 360 link, have you looked at the possibility that the proxy is the point at which things shut down? What you describe does sound like the sort of thing that would happen if the request is getting passed through a proxy server and there is an issue of firewalled ports.  It might be worth looking at the individual computer’s security settings. Here is an article I found explaining how to modify application-level firewall settings: https://support.apple.com/en-us/HT201642

 

Best,

Monica Ihli

ORCID: 0000-0001-6907-6167

Hodges Library, University of Tennessee

United States of America

Office Phone: 1+ 865.974.2885

Email: mihli1@utk.edu

 

From: Serials in Libraries Discussion Forum [mailto:SERIALST@LISTSERV.NASIG.ORG] On Behalf Of Jason Skoog
Sent: Monday, July 18, 2016 11:51 AM
To: SERIALST@LISTSERV.NASIG.ORG
Subject: [SERIALST] 360 link articles on mac

 

Hi,

Has anyone had trouble accessing 360 link articles on macs?  I've seen the problem twice, but ProQuest isn't able to recreate it on their end.

After the student hits 360 link, the 360 link sidebar helper appears, but the actual article doesn't.  The student can click anywhere in the sidebar helper, like "Browse Journal."  I've tried it without the sidebar helper, and the article won't appear.

The connection always times out.

--

Jason Skoog

Archivist and Systems Librarian
Viterbo University, La Crosse, WI
608-796-3262

 

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Jason Skoog

Archivist and Systems Librarian
Viterbo University, La Crosse, WI
608-796-3262

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