Log-In and Password Trouble
Ask what the patron can't login to. If it is First Class or Sakai, student should use the "Help Desk".
Before doing anything else, be aware that:
When loging into online databases, the most common mistake is not entering “anne” before the ID #.
Make sure the patron is using the correct name in the correct format (lastname firstname) and entering their anneID#, not using a barcode or social security number. (OhioLINK asks for a 'barcode' which is confusing. This should be entered as the same anneID# that is used for other databases.)
If this doesn't work...
Ask these three questions:
1. Are you an active student?
2. What id number are you using?
3. Have you ever successfully gotten into this resource before?
Then... we should try to log in AS the patron to see if we can do it!
If you still can't get in, ask the patron if s/he has ever been able to get in.
Ask if s/he has had a recent name change - name changes can mess up logins.
Reporting unresolved login problems
If you still can't help the patron, see if Cary or Jean are available. If not, report the problem to Cary or Jean via email, including answers to all of the above troubleshooting questions: the patron's name, ID number, past ability to login, and any name changes.
Troubleshooting tips:
