[Genealib] Ancestry authenticate problems

[Forsyth, William]

Susan,

Please ask your IT person to first call the ProQuest Technical Support
number I provided earlier.  They have the tools to identify
authentication problems that I can't.  If you still need further
assistance, please contact me offline and I'll be glad to help.

Bill

William Forsyth, PMP
Director of Product Management
ProQuest Information and Learning
Email: william.forsyth at il.proquest.com


-----Original Message-----
From: genealib-bounces at mailman.acomp.usf.edu
[mailto:genealib-bounces at mailman.acomp.usf.edu] On Behalf Of Susan
Scouras
Sent: Friday, May 05, 2006 2:18 PM
To: Librarians Serving Genealogists
Subject: RE: [Genealib] Ancestry authenticate problems

Our IT person was supposed to have contacted you yesterday to see if
this was the same type of problem we have had before.  I will forward
your message to be sure they called the correct person. Thanks for the
followup.

Susan Scouras
Librarian
WV Archives and History Library
The Cultural Center
1900 Kanawha Blvd. East
Charleston, WV  25305-0300
(304) 558-0230, Ext. 742
 


-----Original Message-----
From: genealib-bounces at mailman.acomp.usf.edu
[mailto:genealib-bounces at mailman.acomp.usf.edu] On Behalf Of Forsyth,
William
Sent: Friday, May 05, 2006 2:22 PM
To: Librarians Serving Genealogists
Subject: RE: [Genealib] Ancestry authenticate problems


Susan,

HeritageQuest Online is operating and there have not been any other
reports of authentication problems.  This may be isolated to your
library.  Have there been any recent changes to your IP address range?
Regardless, please contact our Technical Support Department and they'll
help you troubleshoot the problem:

	ProQuest Technical Support
      Hours: 8:00 a.m. - 12:00 midnight ET, Monday through Sunday
      Voice: 800-889-3358 (in the U.S. and Canada)
      +1-734-761-4700 ext. 2513 (outside the U.S. and Canada)
      Fax: +1-734-662-4554 
      Email: tsupport at il.proquest.com

Regards,
Bill

William Forsyth, PMP
Director of Product Management
ProQuest Information and Learning

-----Original Message-----
From: genealib-bounces at mailman.acomp.usf.edu
[mailto:genealib-bounces at mailman.acomp.usf.edu] On Behalf Of Susan
Scouras
Sent: Friday, May 05, 2006 12:58 PM
To: Librarians Serving Genealogists
Subject: RE: [Genealib] Ancestry authenticate problems

(I just came to work at 2:00 EDT, so did not see this until now.)  We
are not having any problems using ALE, but can not access HeritageQuest.
HQ is requesting password, which should not be necessary.  We have had
IP problems with HQ in the past, but not ALE.  

Susan Scouras
Librarian
WV Archives and History Library
The Cultural Center
1900 Kanawha Blvd. East
Charleston, WV  25305-0300
(304) 558-0230, Ext. 742
 


-----Original Message-----
From: genealib-bounces at mailman.acomp.usf.edu
[mailto:genealib-bounces at mailman.acomp.usf.edu] On Behalf Of Forsyth,
William
Sent: Friday, May 05, 2006 12:19 PM
To: Librarians Serving Genealogists
Subject: RE: [Genealib] Ancestry authenticate problems


To Heather and all other ALE subscribers,

Ancestry Library Edition is currently down and all subscribers are being
affected by the outage.  The technical teams at ProQuest and
MyFamily.com are currently working to resolve the problem.  At this
time, the exact cause has not been identified.  I'll keep the listserv
informed of our progress.

Regards,
Bill

William Forsyth, PMP
Director of Product Management
ProQuest Information and Learning

-----Original Message-----
From: genealib-bounces at mailman.acomp.usf.edu
[mailto:genealib-bounces at mailman.acomp.usf.edu] On Behalf Of Muller,
Heather
Sent: Friday, May 05, 2006 11:10 AM
To: genealib at mailman.acomp.usf.edu
Subject: [Genealib] Ancestry authenticate problems

After months of no problems with AncestryLibrary edition, it is suddenly
(and randomly) unable to authenticate our IP address. 

We have two totally separate networks through totally different
organizations - one for public computers and one for staff computers -
and the problem is occurring on BOTH networks (we've never had problems
with the staff computers authenticating before). So I wonder if it is an
Ancestry issue?

Is anyone else having problems recently?

Thanks,
Heather Muller
Genealogy Librarian
Washington State Library
360-570-5574
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