Reaching the SCLS Help Desk
- Calling the Help Desk - The SCLS Help Desk is available M-F from 8:30 - 5:00 and can be reached at:
- (608) 242-4710 (Local)
- (855) 583-2148 (Toll free)
- Creating Help Desk tickets - If you prefer to submit an issue online, the SCLS Help Desk Portal is still the preferred way to submit tickets, but library staff members who are not on the SCLS network can submit a ticket by sending an email to helpdesk@scls.info.
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Planned outage - May 17 - SCLS-hosted Drupal websites
2022-05-17 4:00am: Maintenance was completed.
2022-05-17 2:00am: There will be an update to the SCLS web server on Tuesday, May 17, between 2:00-4:00am. The update will involve up to 2 hours of downtime for all Drupal sites hosted by SCLS. This maintenance will upgrade the web server to PHP 7.4.28. IMPORTANT: Following the update, please keep backups on your computer of any new content you post on the website until Friday, May 20.
Resolved - Planned outage May 12 - SCLS-hosted Drupal 7 websites
2022-05-12 9:20pm: Maintenance is complete. All Drupal 7 sites should be online and available.
2022-05-12 9:00pm: All Drupal 7 websites hosted by SCLS will be offline for approximately 1/2-1 hour between 9:00 and 10:00 p.m. for Drupal module updates.
2022-05-09 1:30pm: The updated editing toolbar preserves formatting on text copied from another source (such as fonts from Microsoft Word) more noticeably than it did before the update. Pressing Ctrl+Shift+V to paste is recommended. Sites can eliminate formatting on already copy-and-pasted text by selecting all the text and clicking the "Clear formatting" button (looks like a T with a slash through it), and re-saving.
2022-05-06 4:30pm: As an unintended side effect of the Date module update on 5/5, the “All day” checkbox is broken on a subset of sites: ACL, AMH, BRD, MCF, NEK, REE, ROM. (The checkbox is visible, but the “check” disappears after the event is saved.) Other Drupal 7 sites can proceed as follows: Edit any future "All day" events on your site, check the "All day" checkbox, and re-save the event. Check the website calendar to confirm it displays correctly with "All day." (Suggested: Check closed dates for Memorial Day & other holidays.)
2022-05-06 11:20am: The "All day" checkbox is not working as expected. Hold off on attempting to reset this setting until we confirm that this is resolved.
2022-05-05 9:47pm: Maintenance is complete. All Drupal 7 sites should be online and available. Reminder for Drupal 7 libraries: Edit any future "All day" events on your site, check the "All day" checkbox, and re-save the event. Check the website calendar to confirm it displays correctly with "All day." (Suggested: Check closed dates for Memorial Day & other holidays.)
2022-05-05 9:00pm: All Drupal 7 websites hosted by SCLS will be offline for approximately 1/2-1 hour between 9:00 and 10:00 p.m. for Drupal module updates.
Patron Homepages in Chrome
2022-04-28 4:22pm: Some sites are reporting an issue, where the patron homepage, in chrome, is the scls.info website instead of the library specific homepage. It looks like the latest version of Chrome, v101, has an issue of not enforcing some group policies. This issue may be causing the intended startup pages to not be shown to users that have had group policy applied. The Chrome admins have identified the root cause of this behavior, and are working on pushing out the fix as quickly as possible.
Ongoing email notice problems
2022-04-27 11:45am: The test notice for Charter arrived so it appears the Charter email issues have been resolved. You can now try resending any bounced notices you received for patrons with a Charter email address. Hopefully all email notice issues are now resolved. If you are still receiving large numbers bounced notices, please let us know.
2022-04-27 10:00am: The Charter email issues may be resolved. I can log into my Charter email now and have received emails. A test notice has been sent and an email has gone out to link-announce asking libraries to let us know if they are still receiving bounced email messages for Charter email addresses. If you are still receiving bounced emails for Charter addresses, please let us know and let us know if they are still saying "retry limit exceeded" or if they say something else now.
2022004-26 10:55am: Libraries are now receiving bounced emails for notices going to Charter addresses saying "retry timeout exceeded". This message means that Charter's email servers have not been responding to attempts to send email. I have confirmed that Charter is having email issues.
- If you receive a bounce message that says the retry limit was exceeded, the Bibliovation email server will no longer attempt to send that message to Charter so that notice will not be delivered when Charter fixes their email servers.
- If you received a bounce message saying something like "delivery delayed", it means the Bibliovation email server is still trying to send that message. If Charter fixes their email servers before the timeout period is reached, then the email will be sent. If the timeout is later exceeded for that email, you should receive another email saying the timeout was exceeded.
2022-04-25 11:45am: We have been able to successfully send a notice to a TDS/Chorus account so it looks like the issues were related to the TDS email issues over the weekend. Libraries who received bounced emails for TDS/Chorus email addresses can try copying the original email notice text from the bounced email into a new email message and sending the email to the patron if they wish to use email to contact the patron and the message should go through this time.
2022-04-25 9:10am: A number of libraries have reported getting bounced notice emails for patrons with TDS/Chorus addresses. TDS email was down for a while over the weekend but we're testing to make sure that was the issue and notice emails haven't been blocked by TDS. If you are still receiving bounced notice emails from TDS/Chorus addresses, please let us know.
LINKcat Mobile App - log in to search
2022-05-20 7:30am: You must be logged into the app in order to search. We have asked Solus when this security measure will be lifted, but at this time we don't know when it will change. If you or your patrons experience problems with the app, even if logged in, then logging out and logging back in may help.
2022-05-09 9:05am: Patrons must still log into the app before searching. We have asked Solus when this security measure will be lifted. If you or your patrons experience problems with the app, even if logged in, then logging out and logging back in may help.
2022-04-07 11:30am: The LINKcat Mobile App is working, but patrons must be logged in to the app in order to search. This is a temporary security measure. It is supposed to last for at least a couple of weeks, until Solus (the app's vendor) can implement additional measures.
Firefox Update - Download Issue
2022-03-21 8:30 am: We will be sending out Firefox version 98.0 to the entire system tomorrow evening (March 22, 2002) after 9:00 pm. We have found a change that Mozilla made that may cause some of you some inconvenience. The change has to do with what happens when you download a file using Firefox, specifically PDF files. Mozilla has decided to change the behavior from asking you if you would like to open the file or save it to instead just opening the PDF file within the browser. For one of our test libraries this caused them a problem when they wanted to save their Pick List. They were not able to save the file. All they could do was view the Pick List in the browser. Luckily, there is a way to change this behavior back to the way it was before the update. We have created a web page that walks you through the changes that need to be done on each of your staff PCs on Wednesday, March 23 in order to change the behavior back. This web page can be found here: https://www.scls.info/how-fix-download-problem-firefox
If you have any questions about this or if you encounter any other problems after the update please contact the Help Desk via phone or you can also submit a ticket on our Help Desk Portal https://helpdesk/portal
Issue with scanning an item to renew on selfchecks
2022-03-16 11:30am: A couple of libraries reported issues with patrons renewing items on the selfcheck and getting "0" as the new due date but the item did not actually renew. We have confirmed this is an issue but only if the patrons try to scan the item they wish to renew in the checkout screen on the selfcheck.
- On the Bibliotheca selfchecks, the screen will say that "Item could not be renewed" under the title but it will have the successful checkout mark, be highlighted in green and have "!!0!!" as the new due date. The receipt will list the item as renewed but with a due date of !!0!!.
- The Envisionware selfchecks will show a successful checkout but the due date will be 0. The receipt will show the item as checked out but with a due date of 0.
If patrons use the Account screen to select the item they wish to renew, the item is successfully renewed. This issue is likely related to the recent fix they put in to stop patrons from double scanning an item they were checking out. Until this is fixed, please ask your patrons to use the Account screen to renew items if they're renewing items on the selfcheck instead of scanning the items in the checkout screen.
Other
the new SCLS website will be launching on Thursday, September 7. Content from the old site will still be available on the new site, with a new and improved look!
2022-02-08 10:55am:
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