SIPX Service – Frequently Asked Questions

 

If you are a student, click here.

 

If you are an instructor, click here.

 

Student Frequently Asked Questions

  1. I created an account, but the confirming email with my initial password never arrived.
  2. My password isn't working. What should I do?
  3. How do I change my password?
  4. How do I change my email address?
  5. I'm having trouble with my PayPal or Amazon Payments account/transaction. What should I do?
  6. How do I read a PDF file?
  7. Can you tell me how to load a document onto my e-reader?
  8. I've tried, but I can't download the document I bought. What should I do?
  9. How do I contact you if my question is not covered by any of these FAQs?

 

  1. I created an account, but the confirming email with my initial password never arrived.

    There are two common causes for this:

    i) The confirming mail sent to you containing your initial password was wrongly identified as SPAM. Please look in your SPAM bucket or email trash to see if the confirming mail is there.
    ii) Your email address was mistyped. If this happened, then it will be necessary to contact us so that we can perform a manual reset.

  2. My password isn't working. What should I do?

    Passwords are Case Sensitive. Please try again, making sure that the password you enter has the correct upper/lower case characters.

  3. How do I change my password?

    Click on the "View Account" link at the top right-hand corner of the page. This will take you to a page showing you your account details. Now, click on the "Change Password" button, enter your new password (twice), and click on "Change."

  4. How do I change my email address?

    Click on the "View Account" link at the top right-hand corner of the page. This will take you to a page showing you your account details. Now, click on the "Edit Profile" button, enter your new email address, and click on "Update".

  5. I'm having trouble with my PayPal or Amazon Payments account/transaction. What should I do?

    Please contact PayPal or Amazon.com directly, as appropriate, if you are having trouble with your account. SIPX does not record any of your financial data or see any of your interactions with PayPal/Amazon.com beyond the confirmation of payment.

  6. How do I read a PDF file?

    Most documents provided by the SIPX service come in a format called "PDF" (Portable Document Format). SIPX cannot guarantee that the platform you are using can read this file format, but most machines and devices (desktop, laptop, tablet and phone) have some form of PDF reading capability. PDF readers for most platforms can be obtained from Adobe here.

  7. How do I load a document onto my e-reader?

    Please contact the device manufacturer or vendor directly if you need support with your e-reader.

  8. I've tried, but I can't download the document I bought. What should I do?

    It is difficult to track down why these problems might occur, and to trace the cause (for example, if the problem is with your PDF reader, SIPX may not be able help you). As a first step, please try using a different browser, such as Firefox, Chrome, Internet Explorer (PC) or Safari (Mac or PC). It is also worth trying from a different machine, if you have access to an alternative. If these changes don’t allow you to complete the download, then other issues might fall into four categories:

    i) Something is coming back from the server and your device cannot open it.
    ii) The server is responding with the something, but not apparently the document you thought you bought.
    iii) The server is actively rejecting the request.
    iv) The request isn't making it through to the server.

    It is usually possible to test for case (i) by trying to save the document onto your machine, after attempting to open it. Depending on the browser you're using, you can usually do this by selecting the File menu, and picking "Save as…" or "Save page as…". Using the File > Save dialog, select a location you can easily find (such as the desktop) and save the document there.

    If the browser succeeds in saving the file, then right click on the file you have saved (Control-click on a Mac without a two-button mouse) and select "Properties" (or "Get Info" on a Mac) and check the file size. If it shows that the file is the expected size (typically a few megabytes), then that suggests that the file is getting through to your machine. The next thing to try is to open it from its saved location using Adobe Reader or another PDF reading application. If the file opens properly, then this tells us that either a) the browser's PDF Reader plugin is broken in some way or b) the browser's associated PDF reader app is not configured correctly, and/or is not able to handle this particular file (not all PDF readers can read all PDF files). If in doubt, please download and install the latest update of Adobe's PDF reader. It's worth noting that on PCs the most common PDF reader app is usually Adobe Reader but on the Mac the default is the "Preview" app, unless it has been changed to be Adobe Reader instead.

    Another test to perform is to get the browser to display the document info. This is visible with Internet Explorer using File > Properties, or in Firefox with Tools > Page Info. (This information will be very helpful to the SIPX Support team if you need to escalate the problem).

    If the save operation above succeeded, but the file is not of the right size (say, less than a couple of thousand bytes), then try to open the file in a text editor and look at the file contents. The easiest way to do this is usually to right-click and pick "Open with…", and then select a text editor. If there is no "Open with…" option on the right-button menu, then locate a text editor (Start > Programs > Accessories > Notepad on Windows, Applications > TextEdit on a Mac) and open the file from within the text editor. Sometimes what comes through in place of the intended document is a document that contains an error message, and it's important to know what this says. When opened in a text editor, valid PDF files will usually say something like "%PDF" as the first four characters. If the file doesn't have "%PDF" at the beginning, even if it's a reasonable length, then it's almost certainly not the right content and/or it got corrupted along the way. If it looks like a PDF file (with the %PDF), but doesn't open, then that hints at either a bug in the PDF reader, or an incomplete download. Try downloading again to check for the latter. If it doesn't look like a PDF file, and doesn't look like an error message, then it may be necessary to escalate the issue to SIPX Support. SIPX Support may ask you to send us this file that you've saved out.

    If the SIPX server is rejecting your request for some reason, then you'll typically get an error message (HTTP status response) in the browser. How the status code is displayed will depend on your browser. The definitions of these codes can be found here.

    The key ones to look out for are 4** and 5**. 404 will typically mean that the URL was wrong (or got corrupted) in some way. However, if you are using a proxy, and/or some form of firewall, and the proxy/firewall is rejecting the request for some reason, then this may give the illusion of an error code coming from the SIPX server that actually isn't. If your proxy or firewall is getting in the way, then you will have to take this up with your system administrator. SIPX may ask you to forward any error message or status code you receive if you escalate your issue. While all of the above problems are typically out of our control, if working your way through the steps described above doesn't resolve the issue, then our Support team will try to assist you.

  9. How do I contact you if my question is not covered by any of these FAQs?

    Please check all of the questions above carefully. If the answer you need isn't found in our Frequently Asked Questions (FAQs) information, please fill in our . We will respond as soon as possible. We will also be updating these FAQs on a regular basis.

 

Instructor Frequently Asked Questions

  1. How do I set up a new course and begin adding readings?
  2. How do I manage my existing course(s)? How do I add readings to an existing course?
  3. How do I communicate/send course readings to my students when using SIPX in conjunction with my institution's Learning Management System (LMS)?
  4. How do I communicate/send course readings to my students when using SIPX as a standalone service?
  5. How does SIPX ensure that my students receive the best-priced sources?
  6. Does the SIPX system take into account university holdings and subscriptions? How do I access those? Are they regularly updated?
  7. What if I have a course that recurs quarterly with the same exact syllabus; can I simply offer the past course to my new students?
  8. Does SIPX archive past courses?
  9. When searching for reading sources, what are the most important search criteria to include so as to avoid producing too many results?
  10. If I have multiple page ranges from one source, do I have to search for each separately?
  11. I see that there are two different prices listed -- "total list price" and "total price to you" -- what is the difference?
  12. What is the fair use policy? How does the system handle items that fall under fair use?
  13. What should I do if the system does not produce the results I'm looking for, or requires special permission from the publisher or rightsholder?
  14. The system indicated that it would take up to eight (8) weeks to hear back from publisher on permissions help items. Is there a way to expedite this?
  15. If we don't hear back from the publisher or rightsholder in a timely fashion, can we go ahead and use the material anyway?
  16. What if I have online, film or TV sources?
  17. How do I contact you if my question is not covered by any of these FAQs?

 

  1. How do I set up a new course and begin adding readings?

    You can quickly set up a new course by selecting "Create a new course" from the main "Courses" drop-down menu. Next, fill in the course details within the form provided and click on the "Create" button. Note: if you are working within a Learning Management System (LMS), some of these fields might automatically populate. Once the course has been created, the system will lead you to a course overview page that provides options to add readings, further edit course details, and view pricing, among other functions. To add readings, click the "Add readings" button and fill in the form to begin your search.

    Please note that in cases where a digital copy of the reading is not readily available within the SIPX system, you will be required to scan/upload your own copy for students to download and use once they have completed the licensing transaction.

  2. How do I manage my existing course(s)? How do I add readings to an existing course?

    There are two ways you can manage and add readings to existing courses. The first is by locating the existing course from the list of courses captured within your home page view. From there, click on a course to view the specific course overview page and access a range of options, including the ability to add readings. Next, click the "Add readings" button and fill in the form to identify the reading(s) you wish to add.

    The second way is to select either the "View current courses" or "Add readings to an existing course" from the main "Courses" drop-down menu. If you select the "View current courses" option, you will be brought to a complete list of your current courses. From there you can click on a specific course to review and/or update, including add readings.

    If you select the "Add readings to an existing course" option, you will be brought to the reading search page where you can select the course you wish to add readings to from the "Course" drop-down field, fill in the remainder of the form, and hit the "Search" button. The system will generate a series of search results from which you may choose the best option.

    Please note that in cases where a digital copy of the reading is not readily available within the SIPX system, you will be required to scan/upload your own copy for students to download and use once they have completed the licensing transaction.

  3. How do I communicate/send course readings to my students when using SIPX in conjunction with my institution's Learning Management System (LMS)?

    When using SIPX by entering through your institution's LMS, you can share your course readings by clicking on the "Inject into LMS" (or similar) button on the SIPX course page. This action will automatically place the reading links into the appropriate location within your LMS course page that students can then access.

  4. How do I communicate/send course readings to my students when using SIPX as a standalone service?

    If you use the SIPX system as a standalone service, you can share your course readings in one of two ways. One way is to provide students with a link to the overall course page within the system, which lists the course readings. Once on the course page, students can click the link icon to view and purchase each reading. Alternatively, you can copy and paste each individual reading link into an email or separate course website (public or private) and publish that information to students in the manner you are accustomed. When students click each link, they will enter the SIPX system and can follow the steps to purchase.

    Those students who have not used SIPX before will be asked to set up a SIPX account, which is a simple and quick process. They must use an active email address that is affiliated with your institution in order to receive applicable pricing benefits associated with that affiliation. The SIPX service offers a reminder to do this at account creation, but you might also want to reinforce that messaging to your students.

  5. How does SIPX ensure that my students receive the best-priced sources?

    SIPX draws information from a number of different resources, including your institution's library subscriptions when we have a direct relationship. When a publisher license allows, the readings from those subscriptions are provided at no additional charge above and beyond the amount originally paid by the institution to obtain the subscription. By leveraging the user's student status and university affiliation, students will benefit from significantly lower course material costs. (Note, the user must use an active institution-affiliated email address when creating his/her SIPX account in order to gain access to that institution's subscriptions; this is handled automatically for students entering through the institution's LMS system.) In addition, the SIPX service brings together a range of document information, including direct data from publishers, open sources and copyright agencies, so you have a wide range of materials to choose from that meet your budget.

  6. Does the SIPX system take into account university holdings and subscriptions? How do I access those? Are they regularly updated?

    Yes. Provided SIPX has a direct relationship with your institution's library, we integrate content covered by your library's subscription licenses into the system. This generally translates into significant cost savings for your students. Items that fall under your institution's subscriptions licenses will automatically show up within your reading search results. The SIPX system is updated with your institution's current subscriptions on a regular basis.

  7. What if I have a course that recurs quarterly with the same exact syllabus; can I simply offer the past course to my new students?

    No. Most publishers only grant licenses for readings for particular courses for particular terms, so these reading links will de-activate after the duration of the course. You must currently create a new course page and re-run the associated reading searches, but we plan to provide shortcut features in a future release.

  8. Does SIPX archive past courses?

    Yes. While past courses will not show up in the student view, as an instructor or administrator you are able to search and view past courses. To do so, select "View all courses" from the main "Courses" drop-down menu. The system will generate a complete list of all your courses, past and present. You can either scroll down your list of courses to select the specific past course, or you can fill out the form located at the top of the page to search for the exact course you wish to view.

  9. When searching for reading sources, what are the most important search criteria to include so as to avoid producing too many results?

    Since we collect data from a number of sources that each have varying search parameters, we advise you to provide the following key pieces of information within the search field sections: the ISBN, ISSN, or DOI number, and/or the journal or book title. Additionally, as publishers and rightsholders require exact page ranges (and in some cases, chapter ranges) to determine pricing, you will be asked to include accurate ranges after you've selected your reading.

  10. If I have multiple page ranges from one source, do I have to search for each separately?

    No. In cases where you would like to add one reading entry with multiple page ranges, the SIPX system will allow you simply to input as many sets of numbers within the page range field as you wish. For example, you can specify the following set of pages: "1, 3-15, 56, 67-70, 121-140". Additionally, you can specify front-matter pages using Roman numerals: for example, "II-IV, VI-VIII". If searching with both roman numerals and numeric page ranges within one reading source, please be sure to group roman numeral ranges separately from the numeric ranges, such as: "II-IV, 1-30" (as opposed to: "II-30").

    If you would like to add multiple page ranges from the same journal or book that will be assigned at different times during your course, you should create separate readings for each one. Doing this ensures that the course reading list dovetails with your syllabus. Fortunately, the SIPX system enables you to do this relatively easily with the "duplicate reading" option. Once the reading has been added with the first page range set, simply click on the "Create duplicate reading from same book/journal" icon (Duplicate icon) immediately below the added reading entry on the course page. The system will automatically pull up the necessary information to run the reading search. All you will need to add is the new page range parameters and fill in the form to complete the creation of this new reading link.

  11. I see that there are two different prices listed -- "total list price" and "total price to you" -- what is the difference?

    A list price refers to the guaranteed maximum price that a student might pay for a given reading: it does not take into account any potential discounts or fees (such as institutional library subscription licenses, publisher deals, pricing specific to certain geographic regions, or payment processing and service fees). The "total list price" indicates the sum of all the individual reading list prices within a given course. The "total price to you" indicates the "total list price" minus all applicable discounts as well as payment processing or service fees.

  12. What is the fair use policy? How does the system handle items that fall under fair use?

    Currently, fair use policies are set by each institution, not SIPX. Please check with your institution to determine the terms of your fair use policy.

  13. What should I do if the system does not produce the results I'm looking for, or requires special permission from the publisher or rightsholder?

    In the event the system is unable to provide the exact source you are looking for or a suitable alternative, or generates a result that requires special licensing terms, you may choose to submit a request for permissions help. A member of the SIPX customer service team will manage the search for copyright permission at that point. That person may contact you directly for additional information if necessary.

    Please be advised that the permissions help process can take up to eight (8) weeks to complete, as approval is dependent upon rightsholder response. As such, you may wish to review alternative source options before opting for permissions assistance.

  14. The system indicated that it would take up to eight (8) weeks to hear back from publisher on permissions help items. Is there a way to expedite this?

    No. Unfortunately, there is no way for SIPX to expedite this process since approval is dependent upon rightsholder response. Our dedicated customer service team does everything in its power to resolve copyright permissions swiftly and effectively.

  15. If we don't hear back from the publisher or rightsholder in a timely fashion, can SIPX go ahead and release the material anyway?

    No. SIPX is not authorized to allow the use of licensed materials without permission from the affiliated publisher or rightsholder.

  16. What if I have online, film or TV sources?

    Currently SIPX supports text-based content, but we plan to include video content in a future release.

  17. How do I contact you if my question is not covered by any of these FAQs?

    Please check all of the questions above carefully. If the answer you need isn't found in our Frequently Asked Questions (FAQs) information, please fill in our We will respond as soon as possible. We will also be updating these FAQs on a regular basis.