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Electronic Resources Problem Reporting Portal
(Document for public services staff)
Questions you can ask library users to help troubleshoot access problems:
Note: Many of the questions below use linking to Marshall, M. (2018). Meg the shark lives again. New Scientist, 239(3191), 43. https://doi.org/10.1016/S0262-4079(18)31486-6 as an example article
- What happens when you click on this link? http://ezproxy3.lhl.uab.edu/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=rzh&AN=131255065&site=ehost-live
- What happens when you click on this link? http://ezproxy3.lhl.uab.edu/login?url=http://dx.doi.org/10.1016/S0262-4079(18)31486-6
- What happens when you click on this link? https://uab.primo.exlibrisgroup.com/view/action/uresolver.do?operation=resolveService&package_service_id=6910632090003176&institutionId=3176&customerId=3175
- What happens if you start at https://library.uab.edu/ and do a search in the library catalog for Meg the Shark Lives Again? Can you access full text?
- What happens if you are logged into BlazerNet BEFORE trying to access a full text article or another library resource?
- What happens if you log outof BlazerNet and then try to access a full text article or another library resource?
- What operating system and browser are you using? Do you have a different experience if you use a different browser?
- What happens if you try to access the same resource from another device (phone, tablet, laptop, etc.)?
- What happens if you try to access the same resource using a different means of connecting to the Internet (e.g. cellular data versus wifi)?
- If you're seeing an error message, what does it say?
- Find out exactly what the library patron is trying to access. (Is it a specific database? A specific article in a search results screen?)
- Find out exactly HOW the library patron is trying to access it. (Did she come through our homepage? PRIMO search? direct link?)
- Can YOU get to the resource if you try going to it the same way?
- If so, what is different about what you and the user reporting the problem are doing/working with? Is she off campus? On a wireless network, and, if so, which one? Using a different browser than you are? Being asked to log in?
- Is there another way to get to the item the patron is trying to access? For example, for articles, if a link from within a database is not working, then try going through the journals list.
- If the error persists, in the meantime can you suggest a resource other than the one that isn't working? Can a workaround be found to supply the item to the patron that he or she is unable to access?
- Report problems via the Technical Services Support Portal. If it is an online chat, copy your chat transcript. If the patron is interested in a follow-up on the issue, be sure to get their contact info.