SAMS: Subscriber Services
Subscriber services

 

Frequently Asked Questions


Technical and access questions

1) We have activated our subscriptions but some of our users still do not have access. What should we do?
If your IP addresses are entered correctly and your subscription has not yet expired, and you still do not have access, please contact the appropriate regional office:
If you are in the U.K., Europe, Asia, or Africa: onlinepublications@cambridge.org
If you are in the U.S., Mexico, Canada, or Latin America: techsupp@cambridge.org

2) I am accessing a Cambridge Web site from my institution's network, but the site recognizes me as belonging to another organization. Why does this happen?
There could be duplication of the IP address that you are accessing from in our system's accounts. To expedite the resolution of this problem, please have your IP address range on hand when you contact customer services.
Please contact your regional customer services/technical support group:
If you are in the U.K., Europe, Asia, or Africa: onlinepublications@cambridge.or
If you are in the U.S., Mexico, Canada, or Latin America: techsupp@cambridge.org

3) Can our users access Cambridge Web sites while they are traveling or away from our institution/company?
It is possible to enable remote access while your users are not on your network.
1. Go to Account Update in the dark blue top menu bar
2. Under 'Credentials Details' click on [View/Edit Usernames and Passwords of Administrators and Remote Users]
3. Fill out a username and password, confirm the password. For administrators, click the Admin and the IP Editor boxes. For remote users do not tick any of the boxes.
Alternatively, contact your regional customer service/technical group:
If you are in the U.K., Europe, Asia, or Africa: techsupp@cambridge.org
If you are in the U.S., Mexico, Canada, or Latin America: techsupp@cambridge.org

4) Are we allowed to have more than one Account Administrator for our organization?
Yes, there can be more than one administrator for your account. To change or add an administrator or remote user:
1. Go to Account Update in the dark blue top menu bar.
2. Under ' Credentials Details ' click on [View/Edit Usernames and Passwords of Administrators and Remote Users].
3. Fill out a username and password, confirm the password. For administrators, click the Admin and the IP Editor boxes. For remote users do not tick any of the boxes.
Alternatively, contact your regional customer service/technical group:
If you are in the U.K., Europe, Asia, or Africa: onlinepublications@cambridge.org
If you are in the U.S., Mexico, Canada, or Latin America: techsupp@cambridge.org

5) How long is the grace period?
Cambridge Web sites typically have a 90-day grace period.

6) We have activated our subscriptions but some of our users still cannot gain access. Why?
Make sure that all your IPs are correctly configured and that your subscription status is ' OK '. Click Account Update in the dark blue menu bar at the top of the screen. See the section in your account called Credentials Details, and under that, ' Allowed IP Ranges '.
IP addresses will be displayed in CIDR format. If you need assistance, contact your regional customer service/technical group:
In the U.K. and countries outside North and South America and Canada: onlinepublications@cambridge.org
In the U.S., Mexico, Canada, and Latin America: techsupp@cambridge.org


7) How do I obtain trial access?
On the ' Home ' page, click on ' Trial Request ' in the top dark blue menu bar.Select the product you would like to trial. Fill out the rest of the information required.

Trials to Historical Statistics are not available through this site; please go to http://hsus.cambridge.org to request a trial to Historical Statistics of the United States.

8) I have forgotten my password. How do I recover it?
Contact your local customer services office:
If you are in the U.K., Europe, Asia, or Africa: onlinepublications@cambridge.org
If you are in the U.S., Mexico, Canada, or Latin America: techsupp@cambridge.org

9) What is 'referrer URL' access, and how can I use it for my society's access?
A referrer URL is the URL from which all users from that society will access a Cambridge Web site. With referrer URL, the society's own Web site will allow users to log in, and that Web site will present its members with a special link to the Cambridge Web site those members are entitled to access. This link will be customized to give users instant access when they try to access the Cambridge site from this particular URL.
If you are interested in using referrer URL for your society's access, contact your regional customer service/technical group:
If you are in the U.K., Europe, Asia, or Africa: onlinepublications@cambridge.org
If you are in the U.S., Mexico, Canada, or Latin America: techsupp@cambridge.org

10) Are the Usage Statistics available COUNTER-compliant?
Usage statistics provided are compliant with recommendations from the International Coalition of Library Consortia. For more information, see the guidelines at www.library.yale.edu/consortia/2001webstats.htm.

11) What do the terms used in the Usage Statistics reports mean?
1. Number of sessions - a browsing session starting with a login and ending with a timeout (ICOLC)
2. Content Unit requests - number of articles or book entries viewed (ICOLC)
3. Page requests - number of HTML pages accessed, including A-Z lists, Tables of Contents
4. Hits - http hits: includes images and CSS and JavaScript files (1 page may generate 5+ hits for instance)
5. Queries - searches (ICOLC)
6. Content Unit requests - number of articles or entries viewed (ICOLC)
7. Turn-Aways - failed login attempts due to account concurrency limits being reached, or missing subscription (ICOLC)
8. Full-Content Units reached from browse - articles read after browsing rather than searching (ICOLC)
For more detail on the definitions of the terms marked 'ICOLC' above please refer to section 1 of the page below:
www.library.yale.edu/consortia/2001webstats.htm.

12) How do I update my Contact Details for a particular subscription?
In your account, under Contact Details, click on the Edit link next to the contact name next in the appropriate subscription row. This will display contact details and email address fields for you to review or update.