Problems covered by this document
ALL PCs freeze
Step 1) Call other libraries to determine if problem is network wide or local.
WCU and UNCA are connected to the library system via the Internet
controlled by MCNC. If either of these libraries is experiencing
this problem, check with the other library. If both libraries
are experiencing the problem, it is most likely a telecommunication
problem or a system failure. A call to ASU will help determine
the next step. The ASU Circ Desk is suppose to be the coordinator
for calling CAMS, so make sure to call them to be sure they haven't
called them already.
Circ Desk at ASU is 828-262-2818
Circ Desk at UNCA is 828-251-6336
Circ Desk at WCU is 828-227-7485
Step 2) Telecommunication Problems
Finding out where the problem is will make solving it easier.
This can be done one of several ways using the Internet
diagnostic tools and pc software techniques available to you.
1) Traceroute command
Use the traceroute command on your vax account, the netwatch
computer, WIN-QVT software or the library router. This command
will show you each device as it goes through to reach the destination
given. If you use the trace command on the VAX, you use the
command at the $ prompt MULTINET TRACE 152.10.28.1. It
will always give you the route to the library system via the
NCIH. The command on the library router, the WIN-QVT software,
and the Netwatch software is TRACE 152.10.28.1 and should
trace the route throught the 56Kb line. The Netwatch software
will show red those devices that cannot be reached.
2) Ping command
The ping command can also be used to look for problems in the
route. It is designed to send packets of data to a destination
and determine how long it took and if there was any data lost
in the process. On the VAX you will test the NCIH connection,
if you use the ping command at the $ prompt (MULTINET PING
152.10.28.1). The library router, the WIN-QVT software,
and the Netwatch software all have a ping command as well and
will test the 56Kb line.
3) Netscape
It is also possible to use Netscape to test the connectivity.
By setting up bookmarks at various homepages, you can test to
see if Netscape can connect to them quickly.
4) ECS
During the weekdays, you can call ECS at 1-800-672-8244 (Jerry
Trott most especially).
5) MCNC
But during nights and weekends, MCNC's emergency line is 919-248-1111.
(Leave a detailed message, they should get back to you.)
What to do if:
A) Just ASU is UP
If just WCU and UNCA are experiencing the problem, most of
the time it is a telecommunication problem or a phone issue,
although not always.
Sometimes problems can happen to the telecommunication equipment
at ASU is effecting WCU and UNCA. Call the ASU Circ Desk first.
They should call Terry Combs (828-262-6297), or Lynne Lysiak
(828-262-2798). Call them to find out if ASU is having any unusual
problems.
B) Just WCU is Down
If just WCU is down, there are two possibilities: telecommunication
equipment/phone on WCU's campus is having problems, or the routers
between WCU and ASU do not have the proper routing information.
If just some of the terminals are having problems connecting,
it is usually a routing problem, call ECS. By using the trace
command on the library router (see instructions), you can sometimes
determine that it is a routing problem, If you have trouble
getting off campus at all (by trying telnet or netscape to something
off campus), call Scott Swartentrouber (227-7282) or Scott Powell
(227-3067) or Jill Ellern (227-7109).
C) Just UNCA is down
Again, if just UNCA is down, there are two possibilities: telecommunication
equipment on UNCA's campus is having problems, or the routers
between UNCA and ASU do not have the proper routing information.
By using the trace command on the library router (see instructions),
you can sometimes determine that it is a routing problem, call
ECS. Call Robert Bland (251-6543), Richard White or David Reynolds
(251-6445).
D) Just ASU is down
This problem isn't suppose to happen. But in the unlikely
event, ASU Circ desk should call CAMS. If the machine is up
and working call Lynne Lysiak (828-262-2798) or Tom Bennett
(828-262-2795).
Step 3) All three libraries are DOWN - Central hardware failure
Most likely if all three libraries are down, the system has crashed
or there are firewall problems. You should have already called
ASU Circ Desk. They are suppose to call CAMS (828-262-6199) to
report the problem. CAMS will need to call III (1-800-878-6600)
and informed them they have a system failure. (This puts us to
the top of the queue!) CAMS will need to log the call and clock
the downtime. But ALWAYS, call III first before doing ANYTHING!
One terminal/session locks up
Step 1) Make sure PC is on and connected correctly.
Step 2) Restart the PC.
In order to reset a terminal/session on the Innopac,
- M> Management Information (initials/password)
- I> Information about the system
- R> Restart a terminal (initials/password)
- F> Forward...Until you find the login name of the terminal
you want to restart, type the number and press return - or use
M> you can restart multiple terminals by stacking the numbers
with commas
- R> to Restart
- Q>, Q> to Main Menu.
Terminal/session should now give you the login: prompt.
One record locks up
Step 1) Wait to see if record will unlock in a minute or five.
Sometimes someone else is using the record. If you just wait
until they are done, the record will be freed automatically.
Step 2) Write down the record number.
This is NOT the barcode number! This will be a number starting
with i, c, o, b, r, or p (depending upon which record type it
is.) It will display this record number when it gives you the
message "record in use by the system". Remember that order records
may be looked because acquisitions needs to post the file. These
records can ONLY be unlocked by posting the payfile.
Step 3) Freeing record
- A> Additional system functions (initial/password)
- F> Free "record in use by the system" (initial/password)
Type the letter, then the numbers and check digit (if all the
spaces are not filled by the numbers of the records number - use
an "a" for the check digit.)
It will report on the progress of the freeing up of the record.
If there are any attached records (bibs, items, checkins) the
system will check these records also.
System will ask you "Check another record (y/n)". Type n to return
to the previous menu. Q> to main menu.
*** If you seem to have several records that are in use by system,
the program called "control" might not be working. This happens
normally during system backups (done every night). If control
doesn't restart, you will only be able to get into a patron record
once and it will not allow you to return. You can check to see
if this is happening by checking the size of the transaction file
in the system status screen.
- M> Management Information (initials/password)
- I> Information about the system
- F> File information
- S> System status
- F> Forward
Look at System status several time to see if the number of records
needing to be process increases. If this is the case, call III
(1-800-878-6600) and tell them "Control is down".
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