How do I know if my proxy server is causing my access issues?

You may be experiencing a proxy access issue if you see:

• “Access denied” or “Host not found” messages
• Redirect loops or pages that keep refreshing
• Blank pages or timeouts
• You can log in, but you cannot view full-text content
• Errors mentioning domains such as rum.scopus.com or www.scopus.com

Follow the steps below to check whether the issue is related to your browser, your connection, or your institution’s proxy settings.

1. Make sure you are using your institution’s official proxy link

Always begin your session using the proxy URL provided by your library.
Examples:

• ScienceDirect:
  https://yourproxy.institution.edu/login?url=https://www.sciencedirect.com
• Scopus:
  https://yourproxy.institution.edu/login?url=https://www.scopus.com

If you are unsure of your institution’s proxy link:
→ Visit your library’s website or contact the librarian.

• Ensure HTTPS is used (no HTTP links remaining).

2. Ensure you are logged in through your institution’s proxy

After signing in through your proxy:

• You should see a popup or login page from your library or university.
• Once redirected, check that the page URL still begins with the proxy prefix (e.g., ezproxy.institution.edu).

If you land directly on Elsevier.com without the proxy prefix, you may not be authenticated.

3. Clear browser cache and cookies

Proxy access often depends on persistent cookies. Clearing old cookies helps resolve redirect loops.

Steps:

1. Clear browser cookies and cache.
2. Close the browser completely.
3. Reopen and try the proxy link again.

4. Try a different browser or device

Sometimes browser extensions, ad blockers, or cache issues interfere with proxy redirects.

Try:

• A different browser (Chrome, Edge, Firefox)
• Incognito / Private Mode
• A different device, if possible

5. Test your internet connection

Proxy access may fail if:

• You are connected to corporate or public Wi-Fi with strict firewall rules
• VPNs redirect traffic away from your institution’s proxy

Try:

• Disconnect VPN (if applicable)
• Switch to mobile data or a private/home network
• Restart your router

6. Check if the issue is specific to certain content

To help narrow down the issue:

• Try opening another article or journal
• Try another Elsevier product (ScienceDirect → Scopus)

If one platform works but another does not, it may indicate a subscription-specific issue rather than a proxy issue.

7. Check whether the problem affects all users

If possible, ask:

• “Is anyone else at my institution experiencing this?”

If others have the same issue, it is likely linked to the proxy configuration, which must be corrected by the institution’s library or IT department.

8. Test direct access

Try Accessing Elsevier directly without using proxy to confirm if the issue is proxy related.

9. Contact your library or IT department

If the issue persists, contact your librarian or IT proxy administrator and share the following information:

Provide these details:

• The proxy link you used
• The full URL where the error occurred
• A screenshot of the message or error
• The date and time of the issue
• The device and browser used
• Your IP address (visit whatismyip.com)

Your library may need to update the EZProxy configuration or verify that their proxy IP is registered correctly for Elsevier products.

When to Contact Elsevier Support

If your institution has verified that:

• the proxy configuration is correct,
• their proxy IP is active, and
• the issue persists,

Please contact Elsevier Customer Support with the following:

• Your institution name
• The full proxy URL you used
• A screenshot of the error
• The date/time (including your timezone)
• A brief description of what happened

We will investigate the issue together with your institution.

If you continue to experience difficulties with proxy access, please reach out to your institution’s library or Elsevier Access Support Center. We’re here to help ensure smooth and secure access to your subscribed content.