A temporary problem affecting one of the authentication servers for the Nexis UK service is preventing some customers from accessing the service using an Athens username and password.
When the problem occurs, the customer login credentials are rejected and the following error message displays in the Athens login screen.
There was a problem processing your request. If the problem persists, please contact your local Athens administrator.
This problem occurs for customers who are either (a) logging in to the service for the first time ever; or, (b) logging in to the service for the first time from a different computer, or (c) logging into the service for the first time using a different browser (such as Firefox, rather than IE).
Library colleagues and university staff members who have previously accessed the service from their regular workstations (using their prefered browser) should not experience the same problems.
Unfortunately, there is no workaround for this problem for affected customers; but Nexis expect that technical work scheduled for this evening should correct the problem.
A further update will be provided once Nexis have confirmed that the service is again working normally.