TOPCAT/Network Problem Reporting Procedures
(WKU Libraries Employees Only)

Electronic Information Coordinator
January 22, 2002

1. Call Donna Vincent at 6158 Monday - Friday until 4:00 p.m.
2. After 4:00 p.m. Monday - Friday and on weekends, call Circulation at 3951
3. Problems reported from Reference should be logged in the "Helm Electronic Reference Problem Reporting Log"

Note: Before calling, determine if the problem is isolated to just one desktop computer. Call Student Technology Center at 4653 to see if they are also experiencing the same problem. If the problem is isolated to one computer, call David Runner at 3952 or the Mrcrocomputing Services Help Desk during 8:00 a.m. - 4:30 p.m. Monday through Friday at 7000.

Accessing network CD-ROMs: if you receive a message stating you are denied access due to "exceeding the number of authorized licenses," wait a few minutes and try again. If you repeatedly receive this message, call David Runner at 3952.

Problems accessing any of our database service providers listed below should be reported to the Libraries Electronic Information Coordinator at 6122. Assistance numbers for our database aggregators are listed for your convenience:

• EBSCOhost Help Desk, 1-800-653-2726
• FirstSearch OCLC User & Network Support, 1-800-848-5800. Provide your name, institution and our institutional symbol "KNV." Bookmark OCLC Server Status URL: http://www.oclc.org/cgi-oclc/display.pl.cgi. This will allow you to quickly check on OCLC System Alerts and possible connectivity problems
• ISI Web of Science Help Desk, 1-800-336-4474
• LexisNexis Research Assistance and Technical Support, 1-800-897-3419
• ProQuest Direct Customer Service, 1-800-521-0600

Problems accessing the KYVL Gateway should be reported to Bryan Carson at 5007 and/or the KYVL Help Desk at 1-877-740-4357.