Have a question? Need help?

The Libproxy software includes excellent online documentation, available within The Butler Box administrative interface. Please read the online documentation when attempting to resolve a question about Libproxy. If you cannot find an answer, or if your question involves one of the other functions of The Butler Box (Backup and Restore, Authentication and Users, Statistics and Reports), you can reach our experienced support technicians via phone and email.

Phone Support

Phone support for The Butler Box is available:

Monday - Friday: 9 AM - 9 PM EST

Holidays: Email support only

Technical Support Line: 877-813-5568

If all of our phone support technicians are assisting other clients, you will be directed to our voicemail system. We will make every effort to call you back the same day, usually within a couple of hours.

Please leave a brief message for our support staff that includes the following:

• Your name
• The name of your institution
• Your phone number
• The nature of your problem (e.g. - "I need help with user authentication," "I am having trouble performing a backup,")

Please do not leave detailed messages -- our technicians will get the details from you when they call you back.

Email Support

Email support is available 24/7/365. During business hours when we are fully staffed, clients will usually receive a response within 2 hours. We will always acknowledge receipt of your email messages, and respond to your request for assistance as quickly as possible.

To assist us in providing efficient email support, we ask that you follow these guidelines.

Please provide:

• Your name
• Your institution
• As much detail about the problem as possible, such as:
  • The section of The Butler Box administrative interface in which the problem occurred, if applicable (e.g. - Authorization and Users page, Libproxy page, Backup and Restore page, Reports and Statistics page).
  • What you were attempting to do when the problem occurred.
  • The resource (database, e-journal, etc.) with which you are experiencing a problem
  • The browser and version you were using when the error occurred
  • Any other details you can provide which may have a bearing on the problem, such as recent changes to your institution's network (change of IP addresses, installation or change in a firewall, change of ISP)

TIP: On Microsoft® Windows based systems, you can use the key combination Alt + PrintScreen (sometimes labelled PrScr) to copy the active Window to the clipboard. If your email client supports it, you can then paste the "screen shot" you just made into the email you send to us. If you believe a screen shot would help illustrate your issue, please include them if you can. Providing screen shots is not required.

Thank you for providing as much detail as you can in email requests for support--these details will help us serve you more effectively.