MHLS - Troubleshooting NOVEL access

Troubleshooting NOVEL NY access

Patron problems: A few patrons have experienced problems accessing the NOVEL databases. From speaking with the vendors we have learned that it may be related to patrons firewalls or anti-virus software. Specifically:

port 2048 in a firewall has to be open to go out and not restricted
Norton security script blocking must be disabled

Member library problems: It can be a frustrating experience to find that one of your NOVEL databases is suddenly not accessible and there seems to be no explanation for the situation. Before asking for any type of technical support, it would be very helpful if you would record the error message or print the error message screen. This would expedite receiving technical assistance.

If the library is experiencing problems with accessing the NOVEL databases, call the MHLS Tech Support Hotline at 845-471-3440.
Additional help can come from the NOVEL Help Desk. The NOVEL Help Desk is open Monday thru Friday, 9-4pm. It can be reached by calling 877-277-0250 (toll free). An e-mail can also be sent to the Help Desk at: <NYSLNOVEL@mail.nysed.gov>.
- When you are calling the Help Desk with a technical question, it helps greatly if you can check with your local computer IT person first. Many calls concerning the problem of suddenly not being able to connect to the NOVEL databases involve a computer setting being changed at the local level, such as a proxy server being added or IP addresses being changed without the librarian's knowledge. Once the Help Desk has all the information contributing to the problem, it will be able to work with the database vendors to get it corrected in a timely fashion.