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Overview:
When students try to access the HeinOnline legal database from off-campus or via student Wi-Fi, a configuration mismatch between our proxy server and the database can cause a login loop.
Because on-campus staff/faculty computers use separate network routes that bypass this login screen, the database will often work perfectly for IT staff while failing completely for students.
Symptoms:
Students will report clicking the HeinOnline link and seeing these specific messages:
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"Please wait while we complete your transfer..."
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"Your institution is not subscribed to HeinOnline."
Tier 1 Support & Troubleshooting Steps:
Before escalating, you must have the student complete these basic steps to rule out browser caching:
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Incognito / Private Window: Have the user try a fresh Incognito window. If this works, their regular browser is caching a broken link.
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Clear Cache and Cookies: Have them clear their browser's cookies and history.
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Verify the Link: Ensure they are NOT using an old bookmark or a link saved in a syllabus. They must click the link fresh from the official Law Library page: https://library.willamette.edu/research/dbs/dsub.php?SID=55%23Law
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Restart: Have them restart their computer to clear stuck network tokens.
Escalation Path:
If the student tries all 4 steps above and still gets the "not subscribed" error, the backend authentication link is broken.
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Do NOT escalate to WITS Networking, ERP, or Core Infrastructure. Our teams do not manage these database links.
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Ticket Routing: Forward the ticket to the Library Systems queue (the systems/metadata administrators for either the Mark O. Hatfield Library or the J.W. Long Law Library).