Use as a reference for patron problems as well as in-house problems.

Critical Phone Numbers and e-mail addresses:

If you are unable to reach the designated person:

  1. Leave voice mail at the phone number of the designated contact person.
  2. Contact someone else on the list – leave a
    message with that person, don't expect immediate resolution. The person whom you have contacted will give the message to the appropriate contact person.
  3. The four people listed above will make every effort to maintain communication among themselves, as well as report results to the person who presented the question/problem.

This set of FAQs will be updated and expanded as required

  1. I can't connect to ... Who should I contact?
    • If you can't get an Internet connection to anyplace: contact your in house IT department.
    • If you can connect to the Internet in general, but are not able to connect to OhioLINK and/or Crusher: call Onadell.
    • If you can connect to Crusher and/or OhioLINK, but are unable get to the EJC or the OhioLINK databases: call Onadell.
      • Before calling, check your IP address with OhioLINK using the following url: http://www.ohiolink.edu/cgi-bin/whereami.pl
      • Either print and fax the information (325-0522) to Onadell or send the page to bly@neoucom.edu.
      • Call Onadell even though you have faxed/e-mailed the "whereami" information to her.

  2. I can't authenticate.
    • If you are having authentication problems with OhioLINK, check your IP address with OhioLINK using the following url: http://www.ohiolink.edu/cgi-bin/whereami.pl. Follow the instructions cited above.
    • If you cannot authenticate from one of the "local" hotlinks in NEOLINK
      • Check the "Access" information in the connection box displayed in NEOLINK. Be sure your library (or the home library of the user) is listed as a valid use location. (Do NOT change the home library in a patron's record so s(he) can access the resource requested.)
      • Call Denise. She will check the patron record and confirm that:
        • a patron record exists for the name being used for authentication
        • all the information on the patron record is accurate and -to-date
      • If Denise can find no problems with the patron record, ask her to forward your call or a complete description of the problem to Onadell. Onadell will check the URL in the bibliographic record and the Web Access Management files to confirm that all the data is correct.
      • We will persist until a resolution or clear explanation is determined.
  3. I'm having problems in Circulation --- can't place a hold, can't check in a book, can't check out a book, can't retrieve paging slips --- anything that involves the Circulation subsystem
    • Call Denise. She will examine the problem and make appropriate recommendations or fixes. Should the problem prove to be larger than "circulation" she will report it to Onadell.
    • Either Denise or Onadell will report the system problem to Innovative Interfaces, Inc.

  4. There is a missing issue in the contents of an EJC title.
    • Check OhioLINK at http://journals.ohiolink.edu/info/claims.cgi (login/password required) to see if the issue you need is cited in the lists of claimed issues.
    • If the title/issue is not listed as claimed at the above url, call Elaine. Elaine will report the missing issue to OhioLINK.

  5. I'm getting weird search results when I search an OhioLINK database.
    • Call Rose. Be ready to describe exactly what/how you searched and describe the "error" results.
    • Provide any additional information that you think might be helpful: a printout of the screen, e-mail the screen to Rose. Call Rose, even if this type of additional information is provided.
    • Rose will attempt to replicate the problem.
    • If necessary, Rose will report the problem to OhioLINK.

  6. I'm having problems with the Electronic Journal Finder.
    • Call Rose. Be ready to describe exactly what/how you searched and describe the "error" results.
    • Follow recommendations in 5.b. above if appropriate.

  7. I'd like to have electronic access from NEOLINK set up for a title in my library. (This currently is not a FAQ, but it would be a nice addition to NEOLINK as well as a great service to your library's registered users.)
    • Call Onadell with the detailed information: the URL of the resource, the patron types who may access, and the specific libraries at which users must be registered to obtain access.
    • If the title requires a login/password, provide that information to Onadell so that a password file can be built. (Access to this password file can be restricted to specific patron types and users registered at specific locations.)
    • Login/password access does not require that Crusher be cited as a proxy server. If IP authentication is being requested from the publisher/distributor, give them the following IPs: your own library IP and Crusher's IP (140.220.1.5). Proxy service can be limited from the Crusher IP to non-NEOUCOM locations and users.

*If your problem fits none of the above, please call Onadell. She will determine who the best contact will be and add the FAQ (problem) to the list for future reference.