Skip to Main Content

Technical Issues in Library Resources: Log-ins & Errors

SSL Protocol Error

Students who use Comcast/Xfinity are reporting this issue when attempting to access library databases:

This site can’t provide a secure connection — ERR_SSL_PROTOCOL_ERROR


This is specific to device setting for Xfinity users. 

If you are a Comcast/Xfinity internet subscriber, and receive messages like "This site can't provide a secure connection" or "Hold on! We blocked access to [link to resource]..." when signing in to library resources through EZproxy, this strongly suggests that Xfinity xFi Advanced Security, a security system included in your internet service package, is blocking access to the library's resources. 

Xfinity xFi Advanced Security is a product that was offered as a premium (paid) feature in the past, but Comcast has recently begun offering it for free to users in the Chicago market. In some cases, it may be activated without the customer's knowledge. Along with its useful security features, it currently blocks access to the Rush University Medical Center Library's EZproxy server, which you use whenever you access our online library databases.

In some cases, the URL of the page displaying this message will begin with safebrowse.io and the message may be similar to this one:

You may also see a message similar to "This site can't provide a secure connection." This message is provided by your browser, and the appearance of the page and the exact wording may differ depending on which browser you're using. 

Since this security system is an aspect of your home internet connection, switching browsers or even computers while at home might not make any difference, but you may have observed that you can sign in from other locations.

This message is not appearing because using the library's resources from home is unsafe, or because your internet connection or Rush account are insecure or have been compromised.

To resolve this problem, you'll need to disable xFi Advanced Security--unfortunately, the xFi does not appear to offer any way to add an exemption for specific websites and services. If you prefer, you can re-enable it when you're no longer using the library. 

‚ÄčDisabling and Re-Enabling Advanced Security

From Comcast/Xfinity's FAQ on Disabling and Re-Enabling Advanced Security

  1. 1. You can disable the Advanced Security feature in xFi by navigating to More and selecting My Services. From here, select Disable under xFi Advanced Security and follow the on-screen prompts. Some patrons report that changes to their Xfinity settings have not taken effect until after rebooting their Xfinity gateway.
  2. 2. If you have disabled the Advanced Security feature, you can re-enable it by navigating to More and selecting My Services. From here, select Enable under xFi Advanced Security and follow the on-screen prompts.

We are working with OCLC, EZproxy's vendor, and with Comcast/Xfinity to find a better solution to this problem.

You can also try:

  • Trying another device, even on the same network (your Wifi). Sometimes devices in the same house will work and others will not. 
  • Trying the eLibrary Minnesota (ELM) databases, which includes Academic Search Premier and many other subscription databases: https://elibrarymn.org/az.php
  • Using a different ISP (Internet Service Provider)  Examples:

 If all else fails, contact  Information Technology Services

Library Account

Access your library account in order to: 

  • view materials on loan and due dates
  • renew items
  • check the status of an inter-library loan

Off Campus Access

Access library accounts, databases, and electronic resources from off campus. Log-in with your StarID and password when prompted.   

Exception to off campus access: 

  • AllData 

Ask a Librarian

Reference Department 
Email: librarians@saintpaul.edu 

Phone: 651.350.3217

24/7 Reference Chat