there have been many many reports of problems with off campus access. Unfortunately, at this point, there isn't a single cause nor a single solution. A small group is working on a template of questions to ask and solutions to offer, tied to responses. For the moment, if the message says that the password isn't recognized, suggest resetting and be sure to tell them to reset all. some people are resetting only the email password. If that isn't the problem it gets more complex - they can try an alternate browser, clearing the cache (but make sure they understand how to do this (tips at http://support.lexisnexis.com/lexiscom/record.asp?ArticleID=wg_cache), rebooting the computer, BUT always offer to send an article or two, if that will help. And get an email for follow up and be sure either you or someone else emails to see if suggested solutions have worked.
Others are encouraged to post additional suggestions. As soon as an official tip sheet is available, I'll post it.
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