Troubleshoot and Report Tech Issues

If you or users are experiencing issues accessing Canvas, Mobile Print, or any other UITS service:

• Check Status.IU to see if it is a system- or campus-wide issue.  (Follow the embedded link or go to status.iu.edu for real-time updates.)

If a user is experiencing issues printing or copying with their account or device:

• Direct the user to the UITS Help Desk.
• If the Help Desk is closed or the user did not receive the assistance they needed, ask them to repeat the process so that you can observe and correct any issues.
• Refer them to the RHD where a librarian or Student Supervisor can print or copy on their behalf.
• If the RHD is closed, ask the Access Services Supervisor.
• If the RHD is closed and the Access Services Supervisor is unavailable, use the Faculty/Staff machine in the copier room to print or copy on behalf of the user.
  • If it is a print, ask them to email it to you or direct you to it on the web.
  • Select either KO_ORG_BW on EWA-PRNP03 or KO_ORG_COLOR on EWA-PRNP03.
  • At the Faculty/Staff machine, log in with the iuklib1 credentials that you use to sign in to the circulation computers.
  • Print or copy as needed for the user.

Note: the iuklib1 account can only be used to print/copy on behalf of users after troubleshooting an issue. You must not use this account for your own personal or academic purposes. 

If a user is experiencing issues accessing a database or other library service:

• Test your access to the database/e-resource in question from another computer and/or browser to verify the problem is not isolated to a single computer/device.
• Gather details on the access problem (as many as possible):
  • Does the problem occur on campus, off campus, or both?
  • What is the link being used to access the database/e-resource?
  • Provide a screenshot of any error message(s), if possible. (You may take this yourself if you are able to replicate the problem reported by the library user.)
  • Is the database/e-resource needed for classroom use? If so, on what date and at what time? If not, how soon is access needed? (e.g. Is resource needed for paper due tomorrow?)
  • Any other information that may be helpful for troubleshooting.
  • Contact information of person reporting the problem (if s/he would like notification of a resolution).
• Send the details you have gathered to the electronic resources team via this Troubleshooting form.