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