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FAQ: Solving Common Problems
in Library Online

• None of my patron computers are connecting to Library Online
• My library is open, but Library Online seems to think we're closed
• I need to cancel a Special Workstation Booking
• I need to cancel a booking for a patron
• I want to delete a patron suspension

Patron login/reservation/account problems:

• A patron is trying to reserve a PC but there are no PC Types listed
  
• Library Online says the patron's card is blocked, but the patron has no fines/no shows
• I want to unblock a patron who has too many no shows
• A patron's LINK PIN is more than 4 digits long, and Library Online says their barcode is not valid
• I want to add print money to a patron's record, but I can't find the patron.

Problem
None of my patron computers are connecting to Library Online. I'm getting a message about how the server can't be reached.

Answer
Most likely, this is a problem with your Internet Service Provider. If you have 2 ISPs (LINK and another network, for example), try to connect to http://libonline.scls.lib.wi.us on your other network. If you are able to get to this Library Online site, and log in, the Library Online server is up. The problem is probably with the Internet connection on your patron PCs.

For more information troubleshooting this problem and who to call, see Support: Who to Contact When.

Problem
My library is open, but Library Online seems to think we're closed.

Answer
The Booking Schedule Exceptions list might not be accurate. To fix it:

1. Log into the Administration site.
2. From the "Bookings" menu, choose "Booking Schedule Exceptions."
3. Click on the date in question.
4. In the bottom part of the window, correct any mistakes under "Schedule."
5. Click "Save Changes."

Problem
I need to cancel a Special Workstation Booking to make a workstation available again, but I can't find it when I search.

Answer
Once someone has logged into the Special Workstation Booking, you must take different steps to cancel the booking. See the steps under "Canceling a Reservation that has Already Been Logged Into " in the document "Canceling a reservation made for repair or training" (pdf).

Problem
I need to cancel a booking for a patron.

Answer
To cancel a booking for a patron, use the same steps as for "Canceling a Reservation that has Already Been Logged Into" in the document "Canceling a reservation made for repair or training" (pdf).

Problem
I want to delete a patron suspension.

Answer
You can't delete a suspension, but you can make it "expire" by changing the begin and end dates. Here's how.

1. From the "Bookings" menu, choose "Patron Infraction/Suspension/Restriction."
2. Search for the patron by card number. Please note: you must click the "Search" button at the bottom of the screen. Hitting "Enter" will bring you back to the main menu.
3. Click "Edit" next to the infraction with suspension that you want to delete.
4. Click "Edit Suspension" at the bottom.
5. Change both the Suspension Begin Date and End Date to dates in the past.
6. Click "Save Changes."

Problem
A patron is trying to reserve a PC but there are no PC Types listed in the pulldown menu.

Answer
If it looks like this on the reservation site:

the patron either has fines exceeding the fine limit at your library, or is the wrong age to use that workstation.

Problem
Library Online says the patron's card is blocked, but the patron has no fines/no shows.

Answer
The patron's library card may have expired and been purged from the Library Online database. Even if a card is renewed in Dynix, it still takes a while (one day for LINK libraries) for patron data to be updated in Library Online. You may want to give the patron a temporary card, but if the problem persists, call SCLS.

Problem
I want to unblock a patron who has too many no shows.

Answer
Unfortunately there is no way to delete no shows or unblock a patron for having too many. Library staff, at their discretion, could give such a patron a regular temporary card, or make a special temporary card that is valid until at least one no show is 15 or more days in the past.

Problem
I want to add print money to a patron's record, but I can't find the patron.

Answer
If the patron has never logged in to Library Online, their record won't be in the database. Have them log in to the reservation site or a workstation, and you will then be able to find their record to add money to it.

For more information about Library Online, contact Kerri Hilbelink.

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