Steps to follow when Minerva goes down
These steps are in a convenient flowchart for printing out here: Minerva Down.pdf
Does the Internet generally work?
Try connecting to loc.gov and maine.edu.
NO: Sierra needs the internet to work.
– Check local connections (plugs).
– Talk to your system person or contact your ISP to regain service.
– Use local offline procedures till fixed
YES: Continue.
Do you see a login screen?
YES: It might be your login, or might be a shaky connection. Sierra is SUPER sensitive to connections. If you can, try a different machine and try Sierra Web. Submit a ticket to http://support.maineinfonet.net with 1. login you’re using, 2. text of any error message, 3.history of using that login
NO: Continue. If you can, try a different machine and try Sierra Web.
Is there an outage reported at minerva-L
YES: Follow any directions in the . Go to local offline procedures. Don’t bother with email, calls, or tickets unless there is a request for more info.
NO: Continue.
Please wait 5 minutes and try to login again. Is it back? Is there a new email?
IT’S BACK: Yay! Get back to work.
THERE’S AN EMAIL: Follow any directions in the update. Go to local offline procedures. Don’t bother with email, calls, or tickets unless there is a request for more info from InfoNet.
NO: Continue
Have other libraries reported outages on the Minerva-L list?
NO EMAILS:
1. Write to Minerva-L (not MELIBS) to ask if others are out. Please include the following info:
a) Approx. time the problem started.
b) What you were doing at the time (just starting, kicked out, Desktop client, Sierra Web, or OPAC)
c) What is/is not working (Sierra Desktop/SDA Staff interface, Public OPAC, Self Check, other API products, Maine Digital Library logins)
2. Call InfoNet staff (numbers at http://www.maine.gov/infonet/contactus.htm). We will be appreciative, (although we may be brusque). If it is evening or weekends, call JJS’s cell phone.
3. Use local offline procedures.
4. Note that InfoNet staff doesn’t watch the listservs in real time, so we may not see something reported there promptly.
1 OR 2 EMAILS:
1. Write to Minerva-L to confirm that multiple libraries are out. Please include the following info:
a) Approx. time the problem started.
b) What you were doing at the time (just starting, kicked out, Desktop client, Sierra Web, or OPAC?)
c) What is/is not working (Sierra, OPAC, Self Check, other API products, Digital Maine Library logins)
2. Call InfoNet staff (numbers at http://www.maine.gov/infonet/contactus.htm). We will be appreciative, (although we may be brusque). If it is evening or weekends, call JJS’s cell phone.
3. Use local offline procedures.
3+ EMAILS: Watch the listserv for updates or instructions. Don’t bother emailing the list or calling. We will have noticed and are probably on the phone or working on it. If it has been an hour with no acknowledgement from InfoNet, then try calling.
