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Electronic Resources Troubleshooting

Common Error Messages & Problems

Your Butler ID and Password are not Recognized  There is a problem with your username or password.  Your password may have expired or you accidentally typed the password incorrectly three or more times.  Either of these will block your access to library databases and resources. 

  • First, try resetting your password (using Firefox) [Step 2]
  • If you are still unable to login, contact the Help Desk at 316-322-3306 or 316-733-3306 for help in resetting your password

500 Error Message This type of error usually occurs when a link is bad on the web site.  Please be sure you are using links from the Butler Community College Libraries & Archives web site and not a bookmarked link. 

Access Denied  You may need to clear the cache and delete your cookies.  

It could also be that the Libraries & Archives has a limited number of simultaneous users and the maximum number of users are logged in.   Try again in a few minutes.

After clicking on an e-resource, there is a blank screen  Possible issues:

  • A pop-up blocker is active and needs to be disabled.
  • The cache needs to be cleared on the browser.
  • A firewall is blocking the connection.  Many businesses and Internet Service Providers (ISP) will place restrictions on their firewalls.  Talk with your IT department or ISP to see if they are able to modify their firewall so that you can access the e-resource.
  • The individual e-resource may not be working.  Try another resource from a different vendor.  If you are able to access that resource, try the original resource again in a few minutes. 
  • The browser is using a redirect blocker.  This will prevent e-resources from functioning correctly.

"Connection refused by hostname, please try again later"  EZproxy is unable to connect to the resource.  It may be that: 

  • the resource is temporarily unavailable  Wait a few minutes and try again in a different web browser.
  • your web browser is blocked (ie. firewall issue).  Adjust your firewall settings or contact your internet provider.

Having difficulty viewing a PDF? If you are having difficulty retrieving PDF documents, it may help if you first save the file to your computer and print it from there.  Save the file using the save icon located in Adobe Acrobat Reader instead of the File menu.  To print a file, click the print icon on Adobe Acrobat Reader instead of choosing print from the File menu.  If you are still encountering problems you may need to upgrade to the latest version of Adobe Acrobat Reader.  Upgrading to the latest version will usually solve most common PDF loading/viewing problems.

EZ Proxy host error message If a message like the following displays after clicking on an e-resource link, copy and paste the message into an email and send to This message indicates that the e-resource needs to be added to the proxy system.  The problem will be corrected as soon as possible. 

To allow to be used in a starting point URL, your EZproxy administrator must first authorize the hostname of this URL in the config.txt file.

Within this database's section of config.txt, either the following line must be added:


or, alternatively, a RedirectSafe for this host or domain may be appropriate.

After editing config.txt, the EZproxy server must be restarted to make changes take effect.