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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 want to delete a patron suspension
• I want to make workstations available for training or special programs before the library opens or after the library closes

Patron login/booking/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
• Can I extend a booking that the patron has already logged into?
• 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."

If the Booking Schedule Exceptions weren't wrong, also check your regular hours (Bookings->Booking Schedule).

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
I want to make workstations available for training or special programs before the library opens or after the library closes.

Answer
You can do this by making a special workstation booking for the workstations. Special Workstation Bookings ignore the library's normal open hours.

To use the special workstation booking for the training or special program, a librarian must log into the booking using the Special Workstation Booking username and password. Please contact SCLS if you don't know this username and/or password.

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

You can now delete no shows for patrons.

Problem
Can I extend a booking that the patron has already logged into?

Answer
No. Currently, if the patron needs a longer-than-usual booking, this must be arranged before the patron logs in. See "3 options for maing an extra-long booking" for more information.

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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