Month: September 2016

There is an unsettling trend in the number of patrons who have not had their Course Reserve books properly checked in. Please make sure if someone returns a book to the desk it gets checked in right away. If you’re finishing something, feel free to tell the patron you can assist them in one minute, then take the book and check it in.

If patrons ask about the Bookeye locations, the only one available right now is in the Research services area. The one by the Chicano collection is in the process of being replaced.

The middle station CircDesk2’s USB port is not powering the ID card scanner. We switched scanners but the light on the scanner will turn orange then turn off, not stay green.
-Claire

For closing shifts – when shutting down the computers, please do not ‘Restart’.
Use ‘Log Out’
Also, please make sure that the CSO notebook is ready – erase all the previous days checkmarks from the maps

Received a call from campus police informing us that a Porsche Key is at the Bookstore lost and found. The Key will be there until Tuesday and will then be picked up by campus police.

Hello Everyone,

Before asking someone to come into the library to reset their library PIN, please follow these quick troubleshooting steps.

Always start by opening the patrons record for more information.

1.Patron can’t log in because the account is expired.
Open the patrons record to check to see if the account is expired. The expiration date will be noticeable because the color of the text changes to Red.

• If expired, changing the PIN will not grant access to the articles and databases. The patron should be a current Student, Faculty, or Staff member. If the person claims to be current, transfer the call to a supervisor for help.

2. Patron keeps getting an invalid message every time they go to log in.
A. Verify the patron has a PIN in their record.
-All records should have a library PIN upon creation. If there is no PIN, please insert a PIN using “NOPIN” for line 1 and line 2. Don’t tell the patron the PIN, but skip to Step E and have them reset the PIN online.

B. Verify the patron is using the correct RED ID. This can usually be done when ask for it to open their record.

C. Verify they are only submitting their last name only when going through the library proxy to log into the journals.

• Sometimes the patron will be using auto correct when filling out the sign-in form from their phone or tablet. This often adds a space at the end of their last name. Ask them to verify that there are no additional spaces.

D. Verify the patron is trying to access their journal through the SDSU Library webpage.

• Sometimes patrons try to go straight to Journal or Databases website and can’t log in. They have to access the content by going through the SDSU Library website to gain access.

E. Have the patron reset their PIN by going to the Library Home page, Clicking log in on the top right, and clicking “Create/Reset Pin” located under your library record.
-Ask the patron what their email address is and compare it to what we have on record. Often, we have an old email address or an incorrect one. This will ensure the reset email goes to the correct address.

• Emails can take a few minutes to be delivered. If the patron is not receiving the email, please ask them to check their Spam section.
• After they reset their email, you can verify they have access to journals by having them log into their patron Record. Have the patron go to the library home page, click log in on the top right side of the header, then log into “Your Library Record.” If they are able to log in they shouldn’t have any other issues.

F. If nothing is working, please transfer the call to a supervisor to see if there is anything else that can be done.

We do not want to ask a patron to come into the library unless we have exhausted all of the troubleshooting steps.

Keep up the great work!
Troy

Greetings,

If any problems arise after checking out the tablets to students who use them for the library tour,
be advised that the library contact is Keven Jeffery. Keven has left a stack of his business
cards with his contact information. I have put them next to the rest of our business cards.