What to do if the system(s) go down

Which system(s) are down?

Is Sirsi Down? Verify by one or more:

• Checking WorkFlows on two or more staff computers
  • What error message is displayed?
    • “Failed Communications” may be result of other Sirsi, non-network problems; you may be able to connect to Sirsi after a ten minute wait
• Look at PCRes console on Circ02. The dot at the bottom right of the window indicates PCRes-Sirsi connection status (Green or Red)
• Look at self-checkout and see if it is down.

Is the internet down?

• Can you get to a common, non-MFRL page like www.wdbj7.com?
• Are patrons rioting in the streets?

Are the network drives available?

• Check ability to navigate the P Drive

Are the phones down?

• Can you make a call?
  • Reminder: all branches have a standard, non-network phone connected to the fax machine. This is for emergency use only if the network phones are down. They are to be used to call IT, Management, and 911 only. Do not call patrons from this phone.

Are other branches also down?

• If after M-F 9-5, please check other branches

Printing Issues

• Use the Public Printing Issues guide to troubleshoot and resolve printing issues.

Contacting MFRL-IT

Call the Systems Administrator at extension 111 and leave a message. Leaving a message will notify the System Administrator's cell phone.

Wait a full 15 minutes for a return call from the Systems Administrator. It may take the SysAdmin a few minutes to retrieve the message, he may be talking to another branch, etc. If no return call after 15 minutes, dial the Computer Technology Specialist at extension 113 and leave a message.

Performing Functions While Systems are Down

WorkFlows - Use WorkFlows Offline mode.

Public Computers - If PCRes can't access Sirsi, then it can not validate patrons' logins. Issue Guest Passes.

Phones - The Systems Administrator may transfer a downed branch's phones to another branch. The fax machine phone is for emergency use only (contacting supervisors is OK). Do not call patrons from the fax machine phone.

When Not to call MFRL-IT

A single malfunctioning computer is not a reason to call MFRL-IT. However, emailing IT is permissible (consult your supervisor first).

Note

For most MFRL forms and procedural instructions, staff should go to the P: Drive, this Wiki, or wherever appropriate for information. Staff should not "print and store" these documents for concerns of outdated information. However, this page should be printed (and re-printed on occasion), as it may be needed but not available when the systems are down.