What Should I Do If An Institutional User Cannot Access Their Licensed Tizra Content? 1. If an Institutional User cannot access the Tizra content to which they have a confirmed license, have them check their IP Address using this site: http://www.whatismyip.com/ If the user checks their IP Address on their own machine, it may not give the same results, because Proxy servers, NAT gateways, and the like, may be masking the internal IP address on a machine from the outside world. 2. Once you have the IP Address (as reported via http://www.whatismyip.com/), make sure the IP Address is within the range of the Institutional Account’s IP Addresses Go to USERS Institutional Users IP Address Range. 3. If the reported IP Address is NOT included in the Institutional User account, add the IP Address to the Institutional Account and have the Institutional User check access again. OR If the reported IP Address IS already included, then… 4. Make sure the Institution adds the following to their Firewall or Proxy server: YourTizraPublisherSiteName.com and secure.agilepdf.com 5. If the two domains have already been added to the Firewall or Proxy server and the Institutional User is still having issues, make sure that cookies are turned on for the same two Tizra domains listed above 6. If cookies are already turned on and the Institutional User still cannot access their Tizra content, please contact Tizra. Note: In the rare instance that this an established Institutional Account and these are new access issues, have the Institution’s contact person ask their IT Department if they changed anything on the Firewall of Proxy server. If NOT, contact Tizra If the Institution’s IT Department HAS changed something of the Firewall or Proxy server, note that some Firewalls are configured ONLY with IP Addresses. Tizra may change the IP Address, but always leaves the server name the same. Therefore, domain names should always be used, as filtering by IP Address may cause issues. !