Help

Database connectivity help desk support for statewide licensed electronic resources for Massachusetts Library System members’ library staff is provided by your Massachusetts Library System office and the vendor. In most cases, the vendor is your first line of support since they have 24/7 help desk staff available. Patrons should call their local libraries for support. Below is a summary of when and how to contact the database vendor or MLS for database connectivity support.

Q: Under What Circumstances Should You Contact MLS for Help?

A: Once your library is already set up to use the statewide databases, you can contact MLS or the vendor for ongoing assistance as described below.  This means that you have already has completed a Database Access Registration Form and allowed 1-2 weeks for processing. Here is a list of situations that may trigger a call to MLS for support:

1. You are new to the library and DON'T KNOW if your library was ever registered to use the Statewide or regional databases.
2. You need help connecting or logging on once you are set up perhaps you replaced a librarian who was familiar with this process; the dog ate your paperwork, etc.).
3. Your library is not able to be geolocated and the connection from the library is asking for a library card number from mass.gov/libraries portal
4. You need help bookmarking a database URL.

 Contacts

Q: What Information Should You Have Ready When You Call?

A: You will be asked for your name and library or organization. The more information you can provide will usually result in a quicker resolution to your problem. Here is a list of useful information you should try to have available when you contact the region to speed up the resolution of your problem.

• Gale location ID. Find my location ID.
• The database URL(s) that you are having a problem with.
• The Internet browser and version (Netscape, Explorer, Mozilla, Safari, etc.) that you are using.
• Any error message you are receiving (if this is the case).
• Date and time the problem occurred.

Q: Under What Circumstances Should You Contact The Vendor?

1. You think there is a system problem with the Gale or ProQuest databases.
2. You have a question about how to search a Gale or ProQuest database or questions about content.
3. Libraries that manage their own authentication systems (mainly academic libraries) should contact the vendor directly when their IP addresses have changed.
4. Usage statistics -
   • you want to receive database usage statistics and have never have requested to receive them, or don't know if you've ever received them
   • your email address has changed, or the person receiving them has changed
   • you want to receive usage statistics for a particular span of time (statistics are available for up to the last three years from Gale).
5. You want to change the "back to" URL link from the database welcome page (default links back to MBLC) to your library's webpage.
6. Your library name is spelled wrong on the InfoTrac or ProQuest welcome page.

Gale Cengage Contact information

1. System Problems: You can check system status online at: http://www.support.gale.com/ or Contact Gale's Technical Support Desk at:
   (800) 877-4253 (Select Option 4). Fax: (248) 699-8049 Daily 24/7
   Webform
2. Searching/content questions: Contact Gale Electronic Search Assistance at:
   Phone: (800) 877-4253 Webform
3. You wish to add custom holdings information to the Gale databases. Contact Gale's Technical Support at:
   Phone: (800) 877-4253 (Select Option 4).
   

Proquest

1. Technical, searching, content, etc. questions    Contact support Form
2. Telephone support: Technical support: 1-800-889-3388 Daily 8AM-3AM
3. Telephone support: Other than technical: 1-800-521-0600 x2971 M-F 8AM-6PM