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Troubleshooting help for errors which occur in databases

System Problem Error

Hughes Satellite Internet customers may receive the following error when logging into the EBSCO databases:

A system problem has occurred. To begin a new session, please log in again.

We have received reports that Hughes' Turbo feature may interfere with database access. Hughes has detailed instructions with screenshots on how to disable Turbo. Note that instructions may vary depending on the modem type, so the student may need to contact Hughes for specialized help if the instructions don't match what they are seeing on their computer.

Some patrons have been able to bypass the error by using a different browser such as Firefox or Chrome.

If this does not work or if you need further assistance with Turbo, please contact Hughes directly for additional troubleshooting assistance.

Application Level Exception

This is an internal error on EBSCO's side.  Please email the Ask a Librarian service and let us know that you are experiencing this error.  Please include the exact time that you experienced the error.  

If you feel comfortable doing so, email the source code of the error page along with your question.  Below are instructions to get the source code while using Firefox.  If you are using a different browser, please let us know and we will provide you with alternate instructions.

When you see the application level exception error message:

  1. Go to the Tools drop down menu at the top of the browser window.
  2. Select Web Developer
  3. Select Page Source

This should give you a text file.  Send the text file to the library and we will pass it along to EBSCO.  The Ask a Librarian service can also suggest alternative databases for you to use while they work with EBSCO on a resolution.

You may want to try these suggestions: