Author: Troy

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.

Hello Everyone,

The Fall Loan Rule has just been implemented. When you checkout material the due date should be Decemeber 21st, 2016 and renewals should go to the persons expiration date. If there are any issues please let me know.

Troy

New students are not showing up in the system because they have not paid for classes. Create a new record for them with the expiration date of 9-26-16. They should have a Red Id of 820-xxx-xxx

Japan Studies- Japan Studies Group will be in on Tuesday between 1pm and 4pm. Search their record by last name. They should have a Red ID of JAPAN#. Update the Red ID Number, Add Email, and Add a barcode to the records.

Summer Groups from Dorms- There will be a list of Summer Groups from the dorms that we are providing computer access to. The list can be found at the main computer. When these groups come in, verify they are on the list. Open up PC Reservation on the main computer. Print Guest Receipt ( it takes a minute to start printing).

We gave a patron some wrong information about our return boxes outside of the library. We have 6 return boxes.

Locations
1. 1 box is located on the east side of the dome near the stairs. It is kind of hidden as you walk towards the dome, but when you are walking away you can see it on the right side of the stairs.

2. 1 Box is located near the entrance of the student computing hub.

3. 1 Box is located on the north side of the love library, outside, near the old entrance.

4. 1 small drop box is located in front of the arts and letters building.

5. DRIVE UP- 2 Red Drop boxes are located near the corner of Campanile Dr. and Hardy Ave. by the KPBS building.

If you have questions, please ask one of the supervisors in the area. We have had instances where patrons were sent away from the desk with out help or with the wrong information when a supervisor knew how to answer their questions. Its bad customer service. If you get stuck, ask. We are always glad to help and we are the best source for information.

On the public safety checklists, there are reports that the PA system is not working in the Asian Collection or 4th floor.

Brian Moore reported there was a network outage sometime between 8/28 and 8/29 that caused the patron overlay scripts to malfunction. Anyone how was registered and active starting August 27th will have to have a record created for them at the desk.

Also, the ID scanner that is connected to the ID Card Office had lost connection during the outage. A message on the screen says it needs an operator card to activate. When this message appears, please call the ID Card office to let them know so they can send someone over to reset the device for us.

There were a few leaks in the Library today from all of the heavy rain. I called it into Facilities after hours because there was standing water on the 5th floor.

5th Floor Northwest Side: Tile sagging from weight of the water, dripping onto the floor.

Donor Hallway: Ceiling falling slightly and water leaking around the metal seam between LA and LL. Covered Displays and moved equipment away from area. Placed trash cans for catching water.

Circ Break room: Still leaking and sounded like a lot of water was getting in and moving somewhere. Checked ILL room and didn’t see anything on the other side of the wall.