Q. Secure Connection or SSL Protocol Error Messages

Some of our patrons who use Comcast/Xfinity as their internet provider have reported seeing error messages such as this one when attempting to access library databases from off-campus:

This site can't provide a secure connection --ERR_SSL_PROTOCOL_ERROR

This issue is specific to a security 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 is offered to customers who use Xfinity’s equipment (modem/router),and it may be activated without the customer's knowledge. Along with its useful security features, it can block access to Bethel Library's EZproxy server, which you use whenever you access our online library databases.

In some cases, the URL of the page displaying the error message will begin with safebrowse.io

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 displaying because using the library's resources from home is unsafe, or because your internet connection or Bethel  account are insecure or have been compromised.

To resolve this problem, you'll need to disable xFi Advanced Security. If you prefer, you can re-enable it when you're no longer using the library. 

​Disabling Advanced Security

1. Open the xfinity app and make sure you are logged in
2. Click the Security icon at the bottom of the app
3. Select Advanced Security
4. Click the setting that says Advanced Security - On
5. Select Turn Off

Alternatively, Getting started with Xfinity xFi Advanced Security explains this setting and how one might report an erroneously blocked site.