1. Can this be resolved at the Service Zone desks?
a) Check if you can get into the 'problem' database.
b) If you can get into the database yourself.
a) Check if you can get into the 'problem' database.
Is it currently operating or is it down for maintenance? Do you also get an error message? If so, this issue relates to the vendor. Email to advise Library Resources using the email:lib.eresources-query@mq.edu.au
Do not phone through to Library Resources.Advise the client that the fault is with the database, and that you have reported the issue.
Note that as most databases are hosted in the Northern Hemisphere, warn the client that it may take a day to resolve simply because of the time differences.
Note also that Library Resources staff are only available to act on problems Monday-Friday normal business hours. Factor this into any discussion with the client.
Suggest alternative resources if possible.
Methodology to follow:
It will help Library Resources if you are able to provide exact information:
for a client: their name, ID number, contact details, operating system, type of internet connection (broadband, wireless), medium used (ipad, iphone, Mac, PC etc) and as much detail as possible on the problem.
for a database issue: the name of the database, any error messages (capture the screen if possible as an attachment to the ticket or email), what is happening, and which browser you are in at the time (Internet Explorer, Chrome, Firefox etc).
The answer to why something is going wrong is often found in the choice of internet connection, browser or operating system so this level of detail can be extremely useful.
b) If you can get access to the database yourself:
This indicates that the problem is at the client's end. There can be a number of reasons for this. Please work through the following list of possibilities with the client.1. for students
2. for staff
For Students:
1. When students report that they cannot access these services, first ask them to check if they can connect to iLearn. If they cannot, refer them to Student IT Help (x4357 or webpage) for a password reset. If they can connect to iLearn, go to step 2.
2. Check if the student has recently reset their password. It takes 24 hours for the reset to reach the library servers. This means that they will be able to get into iLearn, but not into the library services. If no, go to step 3.
3. Has their password been locked? If a student enters their password incorrectly three times, the password is locked out of the library services. They can still access iLearn but not the library services. Refer the student to Student IT Help (x4357) to unlock their password.
If no, go to step 4.
4. Check for corrupt cookies: A cookie is a memory in a computer for a url address. The computer uses them to fast-track requests to connect to frequently-used urls. But they can become corrupt and block access. The client needs to clear the cookie cache.
For Windows, go to the windows operating system and type in cookie. Look for clear/delete cookie/cache.
For Mac, go to Safari to clear the cache.
Turn off the search engine, then reopen it and try to connect to the url. Enter username and password.If this does not work, go to Step 5
5. Refer to Library IT Help
Ask the student for:their name, student ID number, and contact details.the problem (what they were trying to connect to and any error messages), and exactly what happens when they try to connect.what kind of computer they are using, which operating system is running on their computer and how they are connecting to the internet.The Service Coordinator will then send a OneHelp request to Library IT Help.
For Staff:
1. For staff, ask if they are permanent or contract. If contract, check if their contract has recently been extended - their library record may have expired. If so, advise them on how to update their record (contact MU Human Resources or get a letter with faculty letterhead from their faculty confirming the new contract expiry date).If not a problem, go to step 3.
2. If they are permanent, check that they are using the correct Username (MQ + staff ID number) and Password (Gmail password). If not a problem, go to step 3.
3. Check for corrupt cookies: A cookie is a memory in a computer for a url address. The computer uses them to fast-track requests to connect to frequently-used urls. But they can become corrupt and block access. The staff member needs to clear the cookie cache.
For Windows, go to the windows operating system and type in cookie. Look for clear/delete cookie/cache
For Mac, go to Safari to clear the cache
Turn off the search engine, then reopen it and try to connect to the url. Enter username and password.If this does not work, ask them if the PC they are using is in the faculty or at home.
If at home, go to Step 4
If in the Faculty, advise them to report the problem to their Faculty IT support and give them the Library IT Help number x6550 so that the Faculty IT can consult if needed with Library IT.
4. Refer to Library IT HelpAsk for the staff member's name, ID number and contact details.Record the details of the problem (which database, any error messages, what the staff are attempting to access and what result occurs).Record the type of computer being used, the browser and operating system details, and the internet connection.The Service Coordinator will then send a OneHelp request to Library IT Help.
