• Obtain the following information from the person who reports the problem:

What error message is shown on the screen (get a screen print if possible)

1. If the message indicates that the server is not available, please do the following:
   • Find out if the westlib server is down by going to westlib.kyvl.org:8000/lib-test/systemstatus.html

   If the status show that the proper Voyager server software is running, go to #2 below to find out if it is the Internet is down somewhere (click here to see a client/server diagram.)

   If the server is down, contact the hub site IT help desk at (502)852-7997.

   If you can't get to the system status web page (see above for URL,) try going to a web site (any.) If you can't get a web site, do #2 below

2. Find out if the Internet is down or the server can't be reached by running the following command at a DOS prompt:

C:\>tracert 136.165.1.27

If you see "Trace complete" and this address show above the DOS prompt on the screen (click here to see an example,) that means the server is up. Otherwise,

record the IP or domain name above the line of a series *'s

For example:

C:\>tracert 136.165.1.27 Tracing route to minerva.louisville.edu [136.165.1.27] over a maximum of 30 hops: 1  254 ms 311 ms 383 ms isdn01.bb.louisville.edu [136.165.221.1] 2  240 ms   *   *   *

 

 

 

 

If the IP is the same as your library or institution's range, contact your IT support personnel.

If the IP is beyond your library or institution's range, contact westlib hub site at (502)852-7997 to see if the server is down.

4. If your local network and the server are both working, and no one from your site can get to the westlib hub server, call (502)564-7576 (Governor's Office of Technology contact desk.)

5. If the server is up and network is working, and at least one machine from your site can get to the westlib server, the problem may be specific to the user's machine, your local network or Voyager software. In this case, please obtain information as listed below and contact your library system support personnel:

   • What client it is on (Web, Windows or WebZ?)
   • What module it is used (WebOPAC, OPAC, Cataloging, Circulation, Acquistion or others?)
   • What database it is on (Database name shown on the screen?)
   • What screen the problem occured (get a screen print if possible by pressing the <print screen/SysRq> key, then open MS Word or MS Paint and click Paste, from there you can either print or save it to a file.)
   • Record steps how you got to the problem and sample(s) that caused the problem, for example, word(s) used for searching or record's used.

    

wl, 10/28/99; rev. 04/06/00