The global Customer Support team has attained best-in-class recognition through Omega Management Group’s Omega North Face Award for superior customer satisfaction scores for twelve consecutive years (2011-2023).
If you manage Ovid's software products for your organization, Ovid has technical support resources available to help answer your questions. We've provided some basic support information - such as system requirements, implementation materials, documentation, or technical tips - right here, online.
For more difficult questions or inquiries please search our Knowledge Community - it's comprised of common questions that have been submitted to our Technical Support team from users across the globe. Or, simply email us directly.
To better serve you, Ovid offers 24 hour worldwide technical support. Any time you have a technical issue, such as a problem logging in or accessing your Ovid resources, a Technical Support engineer will be available to answer your call. Learn more about Ovid's 24/7 commitment.
For more difficult questions or inquiries please search our Knowledge Community - it's comprised of common questions that have been submitted to our Technical Support team from users like you from across the globe. Or, simply email us directly.
Assisting our customers is a primary concern, and Ovid
recognizes that not every problem occurs during normal
business hours. That is why Ovid offers 24
hour worldwide
technical support for our customers.
Now, any time you have a technical issue, such as a
problem logging in or accessing your Ovid resources, a
Technical Support engineer will be available to assist
you.
Still need answers? Email customer support directly and we’ll be sure to respond within one business day.
Ovid's 24/7 support commitment is made possible by the addition of new 24-hour Technical Support phone numbers. Calling these numbers after local business hours routes your call to a representative in the office that is currently open. To speak with a representative from your regional office, you must call during that office's normal business hours. Note that this 24 hour service is for technical support issues only: sales, customer service, and other questions should continue to be made to your local office during normal business hours.
Ovid is a global company, with technical support engineers available in sales offices around the world. Contact us during normal business hours: Monday- Friday 8:30am - 8:00pm EST, but if your call is received outside business hours it will be routed to an open office in another time zone.
Please take a moment to complete this survey and give us your feedback or your overall impression about the service provided by Ovid Customer Support department.
Please let us know if you would like to see any new services or if you would like to see something different from us.
All of Ovid's products require a signed license agreement before access can begin. Ovid and its publishing partners require this license agreement to ensure appropriate and fair usage of the software that Ovid provides and the content that Ovid licenses. Your Ovid sales representative will provide you with Ovid's License Agreement, which will cover access to your Ovid subscriptions.
Ovid web applications require the following minimum browsers for Ovid:
The Ovid applications that are covered by these standards
are: Ovid, and Ovid LinkSolver. Ovid products require
that JavaScript and Cookies are enabled.
To view PDF files in the Ovid applications you will need
the Adobe Acrobat Reader. If you are experiencing
difficulties utilizing our services with any other
browser application, we recommend trying the above
versions to correct the issue.
Ovid is focused on delivering standards compliant applications. By following common standards such as CSS and DOM, Ovid will be designing products that leverage powerful technology while ensuring that our solutions are compatible with our customer's system environments.
For best performance, we recommend using a browser with a fast JavaScript engine. We recommend using the latest version of either Firefox or Chrome. Internet Explorer Compatibility mode is not supported, so please ensure that ovid.com is not included in the list of sites added to compatibility view or the local intranet zone in your IE browser settings.
Here are the browser requirements for products sold through Ovid, such as Acland's Anatomy, Bates Visual Guide, LWW Health Library and 5 Minute Clinical Consult.
They are as follows:
Windows PC (7 and above)
Internet Explorer 7 (1) (Except newer
“responsive” sites)
Internet Explorer 8 (1) (Older browsers will
not react to responsive break points like newer
browsers, and may lose minor functionality. Overall the
user will have a good experience.)
Internet Explorer 9 (1)
Internet Explorer 10 (1)
Internet Explorer 11 (1)
Mozilla Firefox (Latest Version)
Google Chrome (Latest Version)
Apple OSX
Safari 10.8 (Not supported for Desktop PC)
FireFox 24
Android Phone or Tablet (Honeycomb and above)
The device’s native browser - Android browser or Chrome
in latest version of Android
iOS on iPad, iPhone, iPod touch
Safari 6
(1) From 17th of August 2021, Microsoft no longer supports Internet Explorer. More information here.
* Windows Edge is a modern, standards compliant browser supported by Silverchair. Like any browser it will have small idiosyncrasies and variances from other browsers. However, we expect a high degree of compatibility with our sites and Windows Edge.
Ovid recommends that you allow users to connect to all of the following to ensure uninterrupted access for users:
If that is not possible, we recommend that you allow access to the following service URLs, depending on which products you subscribe to (this is not the preferred method).
Ovid
eJP
JBI PACES
JBI SUMARI
LDI
Lippincott Nursing Solutions
LWW Health Library
Orthoevidence
Visible Body
View Ezproxy config.txt settings
for Ovid here.
Note about bookmarking:
If you wish to bookmark Ovid pages, please use ovidsp.ovid.com only. Including “dc1”, “dc2”, etc could compromise your access to Ovid. For example, do NOT bookmark URLs like these: ovidsp.dc1.ovid.com or ovidsp.dc2.ovid.com.
If your network configuration requires detailing specific names, please review the following entries. If you allow *.ovid.com then there is no need to add these specific targets. Allowing the CNAMES (*.dc1.ovid.com and *.dc2.ovid.com) or *.ovid.com will be sufficient for many customers.
Network traffic between Ovid and your
site
All network traffic from Ovid to your site should be in
response to requests which users have generated. Thus,
if your site is using a stateful packet inspection (SPI)
firewall, you should not have to open any ports on your
firewall. Email is the exception, and you should allow
TCP/25 from the address ranges listed below.
Should you use a non-SPI firewall, you will need to allow ephemeral (high numbered) TCP port access from the following IP address ranges. Ovid runs out of two AWS regions, EU WEST-1 and US-EAST-1. The AWS URL to reference for IP information: https://docs.aws.amazon.com/general/latest/gr/aws-ip-ranges.html#subscribe-notifications.
To ensure proper delivery of email, customers are encouraged to explicitly allow our mail server IP addresses and e-mail accounts: 54.240.44.35, 23.249.220.128, [email protected], [email protected], [email protected], [email protected], [email protected] and [email protected].
Ovid JBI customers should also explicitly allow [email protected].
Note about Denylists
As protection against spam, it's common for companies to
enlist the use of "denylists". Denylists are lists
maintained by independent organizations containing
addresses of mail servers believed to be used to produce
spam. Ovid's mail server and the IP addresses used to
send alerts included above, at times can inadvertently
get listed on these denylists. This happens because our
alert system is quite popular by our customers and as
such, produces enough emails that it can occasionally be
mistaken for spam distribution. Unfortunately, for
customers who haven't explicitly listed our mail server
IP as valid, the denylist causes their mail server to
reject connections from our mail server.
Once Ovid learns of any inadvertent denylisting, we have the IP removed from the denylists, however we can't guarantee it won't end up back on them at some point in the future. To avoid problems with email delivery for users of Ovid's AutoAlert and email functions, we strongly recommend our customers add the ranges above to be explicitly allowed.
If you have any questions, please contact your Ovid Technical Support team.
*Last Updated February 2022
Ovid Technologies is a prominent member of the Z39.50 Implementor's Group ("ZIG") which is the standard-setting body for the Z39.50 interoperability protocol. So that other members of the Z39.50 software development community can test their clients for compatibility with the Ovid Z39.50 Server, we provide free, unlimited access to sample databases mounted on an Ovid Z39.50 Server using the latest released version of the software.
The information necessary to configure any given Z39.50 client to connect to an Ovid Z39.50 Server is shown below. Consult your client software documentation to determine how to enter these parameters.
If you have any questions or problems when connecting to the Ovid Z39.50 Server with a non-Ovid client, please bring them to our attention as soon as possible by emailing [email protected].
Client Configuration for Ovid Z39.50 Server Hostname
Port
Record Syntax
Attribute Set
Supported Z39.50 Versions
Supported Features
Search
Present
Delete Set
Trigger Resource Control
Access Control
Scan
Named Result Sets
AND
OR
AND-NOT
Piggyback Present
Cancel Search (via Trigger Resource Control)
Security
Available Databases
Attribute Types
USE Attribute Information
1=au,pn Personal Name
2=in Corporate Name (PMED, ERIC)
4=ti Title
5=ti TItle series
6=ti Title uniform
8=is ISSN (PMED, ERIC)
17=ui NLM Call Number
20=lm Local Classification
21=sh Subject Heading (PMED, ERIC)
25=sh MESH Subject (PMED, ERIC)
30=yr Date
31=yr Date of Publication
32=yr Date of Acquisition
33=ti Title key
34=ti Title collective
35=ti Title parallel
36=jn,ja Title Cover
37=ti Title added title page
38=ti Title caption
39=ti Title running
40=jn Title spine
41=ti Title other variant
43=ti Title abbreviated
44=ti Title expanded
45=ab Subject precis
47=me Subject subdivision (PMED)
57=au,ti Name and Title
58=cp Name geographic (PMED, ERIC)
59=cp Place Publication (PMED, ERIC)
62=ab Abstract
1000=au,ti Author-title
1002=au,pn Name
1003=au Author
1004=au Author-name personal
1005=in Author-name corporate (PMED, ERIC)
1009=pn Subject name -- personal (PMED)
1011=em Date/time added to db
1016=au,ti,ab,sh Any
1017=ui,au,in,cp,ti,ot,cm,sc,so,pb,jn,vo,ip,em,up,pg,dp,sh,pn,ab,rf,rn,is,pt,lg,sb,gs,ms,no,jc,lh,lm,as,ja,
Server-choice
Our products are designed to help healthcare institutions optimize performance, increase clinical knowledge, reduce care variability, promote staff competence, and improve patient outcomes.
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