Troubleshoot Aleph Connection Problems
IS IT ME OR IS IT MY COMPUTER/THE NETWORK/THE ALEPH SYSTEM? Try to log in to Aleph on a fellow staff member's computer.
If you can, the problem is your workstation.
If you can't, it's (most likely) your password (unless the whole network is down or Aleph is down on our end).
You can also ask a fellow worker to try to log in to Aleph on YOUR computer.
If they are successful, your login is the problem.
If they cannot log in to YOUR computer but can log in on their own computer, the problem lies in your workstation (i.e., the client is wrong or IP address is not Aleph-enabled).
FOR LAPTOP USERS ONLY
If your workstation is a laptop and you use a "dock" on your desk, you may need to turn OFF your wireless connection when you wish to use Aleph. Sometimes Aleph reads the wireless IP, not the IP associated with the dock. So if you are docked and having connection issues, you should try turning off the laptop's wifi.
WHAT COULD IT BE?
There are 3 things needed to use Aleph: the Aleph client on your workstation, a network connection, and permission. If any one of these is missing, you won't be able to use Aleph.
Network connection: if you can't get onto the internet, you can't connect to Aleph. Also, to use Aleph, your IP address has to be enabled in the system; if you have recently gotten a new computer or a re-install, your IP address could have changed.
Permission: your Aleph ID and password have to be correct and your account must not be blocked.
Aleph client: you need to have the current client (version 23–as of 31 January 2021) installed. If you are trying to use an older client on your workstation, it won't work. Also, you should have LIVE and TEST clients installed: these do not inherently use the same password for your Aleph ID.
HOW DO I FIND OUT WHAT THE PROBLEM IS?
If your campus network/Internet connection is down, you will not be able to see any websites. The Internet is broken! For you, anyway. If Aleph is down for everyone, CLAS will notify each campus.
If you see the Aleph error message "Password not verifiable on connectable hosts," this does not necessarily mean your password is wrong. You need to check the other small message box that pops up. This is the more meaningful error message, and it will be helpful to include the text of the message in any service request that you submit for assistance.
If it says "Error in password for user name..." then you typed your password incorrectly (or you're trying the wrong password for Live/Test, depending upon which client you are trying to access). You will be blocked after multiple failed attempts and will need to request a password reset. If it says "User is blocked by the system," then your account has been blocked, probably due to previous failed login attempts. You will need to r equest a password reset.
If it says "User was not in use..." then your account expired due to lack of use for a long period. You will need to request a password reset. If it says "Failed to read reply," most likely, your workstation IP is not in the Aleph permissions table. If you suspect that the IP address is at fault, go to Google and type in "What is My IP?" You will see your IP address, and you can then submit a service request including this IP information. Special notes for staff on campus at CP:
Make sure that your on-campus workstation is not connected to the VPN.
Look for the (internal) IP address on your computer desktop, not the (external) IP that shows with "What is My IP?" The internal IP starts with 10.
OR, less likely, "Failed to read reply" could mean you are trying to log in to an outdated client (detailed information on trouble-shooting these issues).
If it says "Failed to connect to host," it could mean that a local firewall is preventing access. Contact your institution's IT and ask them to allow connections to alephprod.umd.edu (129.2.19.184) on port 6991.
EDU-GR-AC-XG-DSS-007