Technical Support for Library Staff: Who for What (and When)

When a patron reports trouble accessing subscription electronic resources recommend they take the following steps:

1. Make sure they are logged in to the UMaine portal before accessing library resources.
2. Go to library home page https://library.umaine.edu/ and search for resource in LibrarySearch, and try link again. 
3. Clear their browser cache and cookies. How? Google the phrase 'clear cache' preceded by the browser type (e.g. 'chrome clear cache). Try again.
4. Still no access? Collect the following information from the patron:
   • Name of the resource or database?
   • Book or article title needed? (provide LibrarySearch permalink if in catalog)
   • What operating system is the patron using?  (i.e. Mac, Windows, other)
   • Which browser are they using? (i.e. Chrome, Firefox, Safari)
   • What is the patron's IP address? (Tell the patron to enter 'What's my IP' in Google.)
   • What is the patron's contact info (name, e-mail address)?
5. Send the information to library.acq@maine.edu, who will investigate and respond to patron.