W. Frank Steely Library

Systems Division

NKUIRE/Voyager TROUBLESHOOTING

If you have problems with NKUIRE or the Voyager clients, you can contact the Systems Librarian at:

Phone: 859-572-6026

Blackberry: 859-653-5530

Email: myerssh

If the Systems Librarian is unavailable, and the following situations occur, take the designated action:

1. Voyager Clients

   Unavailable (Can't log onto Acquisitions, Cataloging, Circulation, etc.)

   Write down or screen capture/print out specific error messages received and symptoms observed.

   Try at least two PCs, if possible.

   and

   NKUIRE pages

   Unavailable (Check several workstations)

   Write down or screen capture/print out specific error message received.

   and

   Internet Access

   Available (Can get to web sites off campus)

   Action:

   Try accessing the eastlib server status page with your Internet browser.

   Screen should be GREEN and say all software is "up."

   If it isn't GREEN (or you can't get to it), call 859-257-9676, UKIS Hot Line.

   1. Give your name, institution and phone number.
   2. Tell them you think Voyager is down.
   3. Tell them the error messages you wrote down for the Voyager clients and NKUIRE.
   4. Send a service request to Systems outlining what you did.

   ---

2. Voyager Clients

   Unavailable (Can't log onto Acquisitions, Cataloging, Circulation, etc.)

   and

   NKUIRE pages

   Unavailable (Check several workstations)

   and

   Internet Access

   Unavailable (Can't get to web sites off-campus)

   Action:

   This is probably a network problem. If possible, check the NKU homepage for an IT message. Call Systems at 859-572-6309 during normal business hours, if no information on the NKU homepage. May also call the help desk x6911 if it is open.

   ---

3. Voyager Clients

   Available (Can do Voyager work in Acquisitions, Cataloging, Circulation, etc.)

   and

   NKUIRE pages

   Unavailable (Check several workstations). Write down or screen capture/print out error message received (e.g. Internal Server Error)

   and

   Internet Access

   Available (Or you would be unable to use Voyager clients)

   Action:

   Try accessing the eastlib server status page with your Internet browser.

   Screen should be GREEN and say all software is "up."

   If it isn't GREEN (or you can't get to it), call 859-257-9676, UKIS Hot Line.

   1. Give your name, institution and phone number.
   2. Tell them you think Voyager is down.
   3. Tell them the error messages you wrote down for the Voyager clients and NKUIRE.
   4. Send a service request to Systems outlining what you did.

   ---

4. Voyager Clients

   Unavailable (Can't log onto Acquisitions, Cataloging, Circulation, etc.)

   Write down or screen capture/print out specific error messages received and symptoms observed.

   and

   NKUIRE pages

   Available (Can search NKUIRE and get results set)

   and

   Internet Access

   Available (Can access Eastlib status page and it is GREEN)

   Action:

   Contact Sheri Myers at 859-572-6026 or email myerssh.

   In your message:

   1. Give your name and phone number,
   2. Describe symptoms and share error messages.

updated: Monday, 01-Oct-2007 13:21:50 EDT

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