Technology troubleshooting

 

Contents:

 

Clearing the browser cache

Firefox

To clear the Firefox cache, follow these steps (click the images for a larger version):

1. Click on the ‘three bars’ icon to open the menu. 

2. Click on the Options gear icon.

3. In the Advanced section, and the Network tab, find the Cached Web Content area and click Clear Now.

Internet Explorer

To clear the Internet Explorer cache, follow these steps (click the images for a larger version):

1. Click on Tools and Internet Options.

2. In the General tab, find the Browsing History section and click Delete…

Installing Adobe Flash Player

If a patron asks to have the Adobe Flash Player installed, here’s how to do it:

  1. Go to get.adobe.com/flashplayer/
  2. Uncheck any optional offers and click install
  3. When prompted, save the file on the computer and run it (look for the file in the downloads folder)
  4. Agree to any prompts in the installation process (including error messages; it will work anyway)
  5. Restart the patron’s brower(s)

That should do it. If you have any questions, ask Megan, Scott or Andy.

Printer Error 79

Occasionally, the public printers will get an “error 79” message on them. This means that there is something wrong with the print job that the patron has sent to the printer. It is imperative that you identify the PC from which this print job error originated. Also, it is important to note the website or type of file that the patron was trying to print in order to troubleshoot this issue.

The only way to “fix” this issue is to restart the PC upon which this print job originated.

Please get Andy immediately when this issue occurs.

Comprise said that there is another way around this problem, and that is to go to a “kiosk” type Print Release Station, as we already have for wireless printing. The patron would send a print job, then go to the Print Station (laptop) to release the print job. This way, we can identify and kill the offending job easily.

SAM Printing

If system repeatedly states patron account is inactive, check the following:

  1. Is the patron’s card expired?
  2. Does the patron owe more than $9.99 in fines?
  3. Does Koha’s patron record list a birth date?

Basic Questions

1. Gather Symptom Data Would you describe exactly the problem you’re having?
When did the problem begin?
Has the problem occurred before?
What was running when the problem occurred?
Does the problem occur in any other application?
How long had the system been running when the problem occurred?

2. Identify Possible Problem Causes Verify the system.
Has any new software or hardware been added?
Was the system working before it was added?
Have you tried to remove it?
Has the system been moved or dropped recently?
What has changed in the environment (new equipment, construction, liquid spills, etc.)?

3. Identify Possible Solutions What have you done to correct the problem? (Reload, Reboot, Reseat)
Have you removed all external devices?
Have you checked the settings in System Setup?
Have you checked for malware on the system? (Anti-virus software, Add/Remove Programs, presence of pop-ups)
Have you run Dell diagnostics on the system?
Do you have a “known good” part you can swap?
Have you checked our Website for troubleshooting steps? 

4. Send an email to IT HELP

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