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There is a known problem with the Find@UNC button on Google Scholar until Thursday, November 27th. See workaround

E-Resource Troubleshooting: Where To Begin?

A convenient place for staff to look for ways to solve a problem with an electronic resource.

Service Outages

Can you reproduce the user's problem?

First things first.

 

Reporting the Problem: Best Practices

Report the problem, so that RMS staff can follow up with the user.

  • Be sure to include the user's name and contact information, so that we can follow up!  We strongly prefer email; it's easier to convey detailed information this way and we've got a record of what's been done.
  • What was the user trying to access?  If the PMID is available, please include it.
  • What is the user's IP address? (I like IPChicken because it also includes browser information)
  • Which browser was the patron using?  Which version?
  • Where did the patron start? A Library web page? Google? Personal bookmarks? (Hint: Always start with the Library!)
  • Were there any error messages? What were they?

If you are unable to provide the item the user needs, instruct them to request it through ILL.

Electronic Journals Specialist

Monica Samsky