1. Hinari Basic Course Module 3 Appendix 1
Accessing Articles: Problems and Solutions
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2. Table of Contents Accessing Articles: Problems and Solutions
How to report problems to the R4L helpdesk
Screen capture using the snipping tool
Details of a journal access problem and steps to take to solve it
Hinari/PubMed article access problem
Addendum: Clearing Cache instructions
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3. How to report problems to the R4L helpdesk
In an to list your institution’s name and country
Also list the the username and password you are using
Describe your problem:
Are you able to logon? Or do you get a "Failure to authenticate" message?
If you are able to log on, are you unable to access all journals or only certain journals?
If only certain journals, list the name and number of the specific journal article (for example, JAMA, December 4, 2018, 320, No.21)
Include a screenshot (including URL/web address) showing the error message you receive on screen. This will help us help you!
How to report problems to the R4L helpdesk
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4. To make a screen capture, use the Snipping Tool – go to Programs, (Windows) Accessories, Snipping Tool
After you open the Snipping Tool, click on New and the screen becomes opaque, If you click on New again, you can select what you want to capture/save – by holding down/dragging the curser. Make sure you include the url (web address) of the webpage.
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5. Full-text Article Access Problems
Using the Journals collection A-Z list, we are attempting to access a full-text article from the Blood.
Although Hinari users should have access to this journal, we will use this as an example of ‘what could go wrong.’
This is a ‘problem solving’ presentation. Sometimes, you are unable to access the full-text article. This can be because of something that you have done or it could be a problem at the Hinari/publisher end. If it is the latter, we recommend that you report the problem to
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6. After opening the article, there is a message on the Publisher‘ page denying access and requesting LOGIN or payment for the specific article. Note: Your Hinari institutional ‘User Name/Password’ will NOT work.
You can note that the publisher is asking for either a User Name and Password (and NOT the Hinari institutional ones) or that you purchase a
copy of the article for $35 USD. Some of the reasons for this problem are listed in the next slide.
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7. Access problems can be caused by:
Access to the journal has a blocked popup message
Problems with local systems (configuration of user institution’s firewall, configuration of browser)
Failure to properly LOGIN with the institution's User Name/Password
Journal titles not included in publishers’ offer
Technical problems at the publisher's website
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8. Problems opening the journal from the publishers portal (popups)
For security reasons, some computers are configured to block pop-ups
If a small window opens at the top of the screen, select the option to ‘Allow popups’ and then click on ‘Done’
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9. Institutional Firewall Problems
If problems persist, please can you contact your computer department as the problem may be on your side, probably with your firewall. Check that your firewall does not block proxies, or at least allows our proxy server, otherwise you will not be able to login. Please check that your firewall permits access to the R4L host and domain names:
extranet.who.int
login.research4life.org
stsr4l.who.int
Otherwise, you will not be able to login properly and access Hinari full-text articles.
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10. login.research4life.org/tacsgro)extranet.who.int/…
To confirm that you have used the institutional User Name and Password correctly, check that you have the ‘Logged in from…’ message.
This also is confirmed in the address or URL search box of the web browser. If properly ‘authenticated’, you will see a URL that begins with:
login.research4life.org/tacsgro)extranet.who.int/…
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11. From the Journals collection A-Z list, the Accessible Content list initially is displayed - the green box notes access for your institution to specific journal title and the contents. Note that the ‘years of volumes available’ is listed after the journal title.
The All items list also can be opened. For titles not offered by the publisher to your institution, the grey box ! is displayed.
If you are denied access to a full-text article despite the green box and volume being available, write to
If the journal has a green box and the issue is included in the ‘years of volumes’, you should have access to the specific full-text article. If you are unable to view the article, the problem probably is something that HINARI must look into and resolve.
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12. A second method to check access is to open the Publisher’s list of journals via the Publisher option. Open this directory and then click on the BMJ Publishing Group listing.
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13. Now displayed are the Accessible Content titles for BMJ Publishing Group. Scroll down the list to find the specific title – to confirm access to a particular journal article.
Note: In other cases, the publisher may not grant access to the required journal - grey box ! – either in the Publisher list or Journal collection A-Z list (info located in the All Items tab).
If the journal is listed with a green box and the volume/issue is in the ‘available content’ note, you should have access to the full-text article. Write to
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14. Opened is the Browse publisher – BMJ Publishing Group All Items list
Opened is the Browse publisher – BMJ Publishing Group All Items list. This is an example where a publisher has not granted access to the journals - all the titles have the grey box and !
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15. This is the example of the screen capture that was attached to the message sent to For the JEM article, This item requires a subscription. The publisher requested that the user Sign in (User Name and Password for individual subscription) or Purchase Short-Term Access.
Note: this screen capture includes the URL of the journal. This information is invaluable to the helpdesk staff who will try to resolve the access problem. Note: This is a problem between R4L and the publisher’s portal.
If you paste the screen capture directly to the , it may not come with the complete information required: URL, journal and issue details.
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16. Double check that you have completed the Research4life LOGIN
Double check that you have completed the Research4life LOGIN.  If this is not the problem, notify R4L helpdesk staff so that they can communicate with the Publisher and resolve the problem. This example is an received from a Hinari user in Uganda.
Note: make sure you include your institutional User Name, the name of the journal(s) and other details. Also include a screen capture that contains the URL (Internet address) of the journal (seen on the previous slide).
This is an example of an that the HINARI staff received – from a researcher in Uganda. He has listed all the necessary information needed by the HINARI staff to communicate with the publisher and solve the problem.
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17. This additional screen capture notes that the journal is listed on the J page of the Journals collection A-Z list, that the requested journal issue is available and that, by the green box, the institution should have access to the journal.
If the R4L authentication system and link to the publisher’s portal had worked properly, the user would have had access to the journal article.
Note: For details on how to report this problem to the R4L helpdesk, see slides #3 & 4
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18. Hinari/PubMed access problems
This is an example from a Hinari/PubMed search. If you use the Abstract format from the Display Setting, the links to full text articles will be displayed.
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19. PubMed uses the LinkOut software to access the full text articles
PubMed uses the LinkOut software to access the full text articles. If this two links do not work properly, you will not have access to the article and be asked enter an individual user name and password or pay a fee.
Follow the same procedures listed in the previous slides. At times, an article will not be accessible from HINARI/PubMed but is available from the Journals collection A-Z or Publisher lists.
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20. Open the .txt file. Copy the article title.
A second option when the LinkOut functionality does not access the full text articles is to use the Hinari Summon search tool.
In PubMed, check the boxes of the articles you want. Save the articles to a file (use the send to drop down menu).
Open the .txt file. Copy the article title.
Open Summon from the Hinari Content page and, if available, use the Country specific search option.
In Summon, enter the title of the article in the Search box and complete search.
Note: if your institution does not have access to the specific publisher, you will not get the full-text of this article in Summon. For more info on Summon, go to Hinari Basic Course Module 7.
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21. Addendum: Clearing Cache Instructions (problem with previous authentication system and periodically noted when using Hinari/PubMed)
You previously have logged into another R4L program – that uses the same login page.
After closing AGORA, ARDI, OARE or GOALI, you get the following message when trying to login to Hinari :
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22. Clear the Cache memory in the Mozilla Firefox web browser: from the Open Menu icon , click on History and Clear Recent History. Check Cache box and click on Clear Now.
After doing these steps, close the browser completely – to clean the cache. Then open the browser and login to any R4L programme.
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23. Configure Clearing the Cache memory for Mozilla Firefox: from the Open Menu icon , click on Options, then open Privacy, check Clear history when Firefox closes and click on OK. Again, close the browser completely – to clean the cache. This option means you only have to do this once!
Click on Options Menu and then in Privacy icon. Configure the History section as the model above, specially "Clear history when Firefox closes".
After doing these steps, close the browser completely – to clean the cache. Then re-open the browser and now you can login into a different Research4Life programme.
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24. Clear the Cache memory in the Google Chrome web browser: From the Open Menu icon , click on History, then Clear browsing data, check Cashed images and files and then click on Clear browsing data.
After doing these steps, close the browser completely – to clean the cache. Then open the browser and login to any R4L programme.
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25. Configure Clearing the Cache memory for Google Chrome: From the open menu icon , click on Settings. Go to the bottom of the page and click on Show Advance Settings. Go to Privacy section and click on Clear browsing data. Make sure box for Cached images and files is checked and then click on Clear browsing data. Again, close the browser completely - to clear the cache. This means that you only have to do this once!
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