Known issues

The following issues have been identified and are being investigated:

Access to the Hub via www.library.nhs.uk - now restored (31.01.24)
NB: this has now been sorted, and you should be able to access the Hub using your short URLs again.

[Our library.nhs.uk website is currently down, which means you can't access the Hub using your short URLs (eg library.nhs.uk/nhse) at the moment.
The Hub is still available - you'll just need to use your long URL for now. You find yours at: https://support.library.hee.nhs.uk/support/solutions/articles/27000035291]
Hub - PICO search option (26 Jan 2024)
The PICO search option has been removed from the Hub search box in error - this is being reversed, and the PICO option should be reinstated shortly. Apologies for any inconvenience this may cause.
Karger - European Urology - issue with metadata affecting holdings info for articles pre-1998 (24 Jan 2024)
We've discovered that there's an issue with the metadata for this journal, which means that some people are receiving INCDocs requests for articles that they don't actually have access to. The publisher has assigned a 2017 issue date to ALL issues from 1997 and earlier.
Third Iron have done what they can to ask the publisher to update their metadata.
If you subscribe to this journal, we encourage you to contact the publisher as well to report this issue and ask them to clean up the metadata. They need to adjust the issue dates on all pre-1998 issues to match the year in which the articles were published.
Wiley Medicine & Nursing packages added to HLM in error (29 Dec 2023)
We have discovered how the error was made at EBSCO and it appears it cannot be rolled back. The intention was to resolve issues caused by Wiley packages that had not been correctly closed off and were therefore showing as current when titles were in fact no longer available.
With roll back not possible we need to collectively take prompt action to correct the details in HLM across the network.

On a more positive note the new Wiley Online Medicine & Nursing 2024 package is available so for many of you this is an action you would have had on your new years to do list anyway.

To rapidly find the relevant Wiley packages – log on to EBSCO Admin – Select Holdings Management > select the Vendors tab > select Wiley from the list > Click Packages > change the drop down to “Selected and not selected” you can then search Medicine & Nursing to get a shorter list of the relevant packages.

Please can all EBSCO HLM administrators take action on all of the instances they manage:

If you have a current Wiley Online Medicine & Nursing package – select Wiley Online Library Medicine & Nursing 2024 and unselect all the other Medicine & Nursing 2*** packages
If you previously had a Wiley Online Medicine & Nursing package but have now cancelled – unselect all the Medicine & Nursing 2*** packages apart from the one for the last year you had a subscription.
If you have never had a Wiley Online Medicine & Nursing package – unselect all the Medicine & Nursing 2*** packages

We are advising to unselect rather than hide as these were manually added so we do not anticipate them being automatically readded as has happened in some previous cases.

If you are at all unsure please email (helpdesk@knowledgehub.freshservice.com) the service desk who will be happy to help. We are currently taking action on all the national instances that we manage.

We are in contact with Third Iron to check on the update schedule for them to ensure we address any potential issues on that front.
Hub error message: HTTP Error 404.15 - Not Found (22 Sept 2023 - updated 11 Sept 24)
We've had reports of some links in the Hub resulting in this error message, rather than the full text of the item as expected. This is due to the length of the URL for the link. EBSCO are working on a fix for this, which should be released with an updated version of Full Text Finder, which we're due to switch to by the end of March 2025.
INCDocs - confirmation emails (31 August 2023)
We've had some reports of confirmation and request emails not being received. Third Iron have investigated and concluded that this isn't a problem with INCDocs itself, and suggest it may be that the email address used to send notifications is being blocked (donotreply@libkey.io).
We've escalated to the NHSmail support desk, as the issues seem to be with nhs.net email address.
If you find that you are not receiving request confirmation emails or that supplying organisations are not receiving your request emails:
- Check whether your local mail filtering software is blocking donotreply@libkey.io. If it is, ask for it to be unblocked.
- In the meantime, note your requests, and if you are not receiving responses from supplying libraries within the minimum 24 hour standard, contact them to chase, and if necessary, re-request the article, but outside of INCDocs.
- Raise a ticket with the service desk to let us know you are experiencing this problem.
Access to BMJ Best Practice (4 August 2023)
We've had a small number of Trusts report that they're unable to access BMJ Best Practice. This is down to an IP issue.
Info from BMJ Best Practice explains the issue, and what to do if this is affecting you:
Your access to Best Practice is being blocked by your firewall because it believes that the IP address of the site (163.171.130.131) is hosted in Russia, or that access to that IP address involves being routed through Russia.
This IP address belongs to our CDN provider, CDNetworks. They confirm that that IP address is hosted in England and always has been. It appears that some IP location databases/services have somehow updated their records recently with incorrect information for this IP address. We have contacted a number of them and asked them to correct their database (as of this date the majority have made the correction), but unfortunately there may be other sites that we are not aware of.
In order to resolve this issue, the GeoIP database or service that is used by your firewall to map IP addresses to countries needs to be updated. Obviously, we don’t know how you manage your firewall provision but getting this change effected may involve one of the following actions:
1. Contact your IT department or providers - They may be able directly to update the IP database or otherwise resolve the issue, or they may need to..
2. Contact your firewall provider - Who may directly be able to resolve this issue or they may need to…
3. Contact the IP location provider used by the firewall - who really should be able to resolve this.
4. We are happy to help where we can at any of these points of interaction.

If this issue is affecting you, and you need further help, please log a job with the service desk.
Ask-A-Librarian (updated 15.03.23)
As you know, we have had an ongoing issue with some organisations not receiving the Ask-a-Librarian emails. This is due to security settings on NHS networks (particularly around emails that have differing "from" and "reply to" fields, and emails that include HTML files).
We've been working with EBSCO and a number of organisations to find a solution, but this has proved difficult.

One step to take is to ask your IT department to add the following email address to their lists of permitted addresses: ephost@ebsco.com

If you are then still not receiving the emails, we do now have an alternative option. We can set the Ask-a-Librarian link to point to something else - this could be a "contact us" form on your own library website, a "contact us" or other webpage, or an email address.
If you'd like us to set this alternative up for you, please raise a ticket in the service desk, and let us know where you'd like the link to point to instead of the EBSCO form.
RefWorks Deduplication (14 September 2022) We are aware of ongoing problems with deduplication in RefWorks. RefWorks are currently testing a new deduplication feature, which should be released in the next few months. We will update with further news in due course.
OUP ebooks (updated 11.08.22)
OUP have have discontinued their Oxford Medicine Online platform, and migrated all their content to their Oxford Academic Platform.
Unfortunately, there have been some issues arising from this:

1. The redirection links from the old platform to the new aren't working, and are throwing up an error message.
OUP have advised that all MARC records and WAYFless URLs will need to be updated with the new links to the Oxford Academic platform.
OUP have provided new MARC records and WAYFless URLs, and made them available asap from their Resources for Librarians page. OUP are currently updating a few links which were taking users to old editions of books rather than the latest versions.
There is an action for library services to update their LMS and other links now that the new WAYFless URLs are available.

2. EBSCO are updating the OUP package in HLM to reflect the new editions. This will be done centrally, so no action is needed from library services.

3. When you login to the Oxford Academic Platform, it isn't currently defaulting to only subscribed content - it's taking you to the whole platform, where you then have to search for your content. OUP are working to change this, so that when you login it will default to display the content that you are able to access. No action is needed from library services, but this will not be sorted until November.

4. You may notice an incorrect or out-of-date Trust name when you log-in to Oxford Academic. OUP are updating their records to show correct NHS organisational names. OUP will undertake this work centrally and no action is needed from library services.

Resolved issues:

INCDocs reports (22 Sept 2023)
The original issues with INCDocs reports have now been sorted - you should receive monthly reports, in an Excel format from now onwards.