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1 Basic Troubleshooting. 2 Copyright Statement All of the information and material inclusive of text, images, logos, product names is either the property.

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Presentation on theme: "1 Basic Troubleshooting. 2 Copyright Statement All of the information and material inclusive of text, images, logos, product names is either the property."— Presentation transcript:

1 1 Basic Troubleshooting

2 2 Copyright Statement All of the information and material inclusive of text, images, logos, product names is either the property of, or used with permission by Ex Libris Ltd. The information may not be distributed, modified, displayed, reproduced – in whole or in part – without the prior written permission of Ex Libris Ltd. TRADEMARKS Ex Libris, the Ex Libris logo, Aleph, Alma, SFX, SFXIT, MetaLib, DigiTool, Verde, Primo, Voyager, MetaSearch, MetaIndex and other Ex Libris products and services referenced herein are trademarks of Ex Libris, and may be registered in certain jurisdictions. All other product names, company names, marks and logos referenced may be trademarks of their respective owners. DISCLAIMER The information contained in this document is compiled from various sources and provided on an "AS IS" basis for general information purposes only without any representations, conditions or warranties whether express or implied, including any implied warranties of satisfactory quality, completeness, accuracy or fitness for a particular purpose. Ex Libris, its subsidiaries and related corporations ("Ex Libris Group") disclaim any and all liability for all use of this information, including losses, damages, claims or expenses any person may incur as a result of the use of this information, even if advised of the possibility of such loss or damage. © Ex Libris Ltd., 2014

3 3 Agenda Introduction OpenURL Generator Missing and broken links Debugging issues Reporting issues to Support Summary and additional resources

4 4 How To... Troubleshoot errors Debug issues Log a support case Objectives

5 5 Agenda Introduction OpenURL Generator Missing and broken links Debugging issues Reporting issues to Support Summary and additional resources

6 6 Admin Center

7 Source OpenURL SFX Context Object Services Thresholds SFX Menu Target URL Target

8 8 Agenda Introduction OpenURL Generator Missing and broken links Debugging issues Reporting issues to Support Summary and additional resources

9 9 Troubleshooting: OpenURL OpenURL A standard type of URL that contains resource metadata designed to support linking from information resources (e.g. bibliographic record) to library services (e.g. full-text information) NISO maintains the OpenURL standard sections of the OpenURL are vendor-specific Source and Target links are OpenURLs

10 10 How to see the OpenURL

11 11 Example OpenURL

12 12 Troubleshooting: OpenURL Generator

13 13 Agenda Introduction OpenURL Generator Missing and broken links Debugging issues Reporting issues to Support Summary and additional resources

14 14 Troubleshooting: No Link Don’t we get this from EBSCO, too?

15 15 Why you don’t see it & what to do Threshold filtering it out Check publication details in A-Z list and/or object thresholds in SFX Admin Center Target / service / object not active Check SFX Admin Center & make changes/corrections as needed Article not available on vendor’s site Check vendor site Submit support case as needed

16 16 Troubleshooting: Link is broken

17 17 Why it’s broken & what to do Vendor site down or article not available on vendor’s site Check vendor site Linking parameters configured incorrectly Review linking parameters in SFX Admin Center for target/target service OpenURL incorrect or incomplete Review data in OpenURL and use that data to search in vendor site to see if it’s correct/incorrect Log support case as needed

18 18 Troubleshooting: Report Broken Link Displays in SFX menu for full text, abstract, and table of contents services - if Go button or target link is clicked Reports broken target links to Ex Libris and to any e ‐ mail address you configure

19 19 Agenda Introduction OpenURL Generator Missing and broken links Debugging issues Reporting issues to Support Summary and additional resources

20 20 Troubleshooting: Debugging

21 21 Agenda Introduction OpenURL Generator Missing and broken links Debugging issues Reporting issues to Support Summary and additional resources

22 22 Troubleshooting: Contact Support

23 23 Troubleshooting: Contact Support Other ways to access ExLibris Support Portal: Customer Center: http://www.customercenter.exlibrisgroup.com http://www.customercenter.exlibrisgroup.com Directly via: http://support.exlibrisgroup.com http://support.exlibrisgroup.com

24 24 Troubleshooting: Reporting issues Steps to reproduce Expected behavior vs. what’s happening Article Name (if applicable) Journal/Book Name (if applicable) ISSN/ISBN (if applicable) Date of the object’s publication Vendor/Provider Names of Source and Target Your coverage of the publication (check A-Z List) OpenURLs of the Source and Target (if applicable) URL of the SFX Menu Screenshots of the SFX Menu & Error Message PC - PrtSc + paste into Paint; Mac Command Shift 3 Include 1 issue per support case

25 25 Troubleshooting: Reporting issues Steps to reproduce Log in to URL here Search for search term Go to the identified record result and click ‘View Online’ Select the ProQuest result in the SFX Menu Expected behavior vs what’s happening I expect to be brought to the full text in ProQuest, but it’s not available Article NameLondon’s Book Fair 2011: Books that Made a Splash Journal NamePublisher’s Weekly ISBN/ISSN0000-0019 Date of the object’s publication5/24/2011 Vendor/Provider NameProQuest Your coverage of the publication1999-current OpenURLshttp://sfxhosted.exlibrisgroup.com/sfx?ctx_ver=Z39.88- 2004&ctx_enc=info:ofi/enc:UTF-8... URL of SFX Menuhttp://sfxhosted.exlibrisgroup.com/sfx?ctx_ver=Z39.88- 2004&ctx_enc=info:ofi/enc:UTF-8...

26 26 Requests for New Targets Support Portal - KB Items: Customer requests for new targets and target services Click on “Promote” to vote “me too” for the target. If not in KB Items list, submit support case or use KnowledgeBase Change Requests link in SFX Admin Center

27 27 Agenda Introduction OpenURL Generator Missing and broken links Debugging issues Reporting issues to Support Summary and additional resources

28 28 How To... Troubleshoot errors Debug issues Log a support case Summary

29 29 Additional Resources Accessible from Documentation Center: (http://www.customercenter.exlibrisgroup.com/)http://www.customercenter.exlibrisgroup.com/ Path: SFX > Technical Documentation General User’s Guide Advanced User’s Guide SFX Source Configuration Guide SFX Target Configuration Guide Path: Cross Product > Support Support Portal Documentation

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