Questions you can ask library users to help troubleshoot access problems:
- Do you have a different experience if you use a different browser?
- What happens when you click on this link? https://ezproxy.bgsu.edu/login?url=https://search.ebscohost.com/login.aspx?profile=ehost&defaultdb=a9h
- What happens when you click on this link? http://proxy.ohiolink.edu/login?url=http://search.ebscohost.com/login.aspx?profile=ehost&defaultdb=a9h (login will be the same as your BGSU email username and password)
- What happens if you start at http://www.bgsu.edu/library.html and do a search in Summon? Can you access full text?
- What happens if you use the “Off Campus” login link on our home page and log in to your library account BEFORE searching?
- What operating system and browser are you using?
- If you're seeing an error message, what does it say?
When troubleshooting:
- 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 home page? Summon search? direct link?)
- Can YOU get to the resource if you try going to it the same way?
- If so, what is different about you and the user reporting the problem? Is she off campus? On the wireless network? 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 articles, go through the Journals by Title list.
- Fulfill the patron's need. Can you suggest a resource other than the one that isn't working? Can you supply the item he or she is unable to access?
- Refer the problem. Report it. If it is an online chat, copy your chat transcript. Include the patron's email address if he or she would like a followup email.