View source for Service Desk Knowledgebase: University Library (UL)

This is the '''University Library (UL)''' content page of the CL Wiki Service Desk Knowledgebase.  Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this '''*NON-CL*''' service.  If you know more about this '''*NON-CL*''' service please feel free to add to the knowledge about that it.

Return to the Service Desk Knowledgebase [[Service Desk Knowledgebase | '''SERVICE PORTFOLIO''']]

==*NON-CL* Key Service Description & Information==
* University Library Home (UL) Page http://www.lib.cam.ac.uk/
* libraries@cambridge Home Page http://www.lib.cam.ac.uk/librarians/  (a small team providing tools, information and support to the 100+ libraries of the University of Cambridge)

==CL Customer Documentation==
* [http://www.CL.cam.ac.uk/docs/faq/access/n14 Why can't I login to CamSIS, CHRIS or another service that requires a Raven password?]

==Service Desk Call Handling Procedure==
* Customers can be passed to the UL Helpdesk giving them the contact details below.  [http://helpdesk.csx.cam.ac.uk/ RT] tickets should then have the Status set to '''Resolved'''.

== Contacts ==
'''Primary'''

'''UL:'''
* [mailto:library@lib.cam.ac.uk library@lib.cam.ac.uk]
* Tel: 01223 (3) '''33000'''
* Fax: 01223 (3) '''33160'''
* Address: Cambridge University Library, West Road, Cambridge CB3 9DR

'''libraries@cambridge:'''
* Twitter @libatcam

'''Other'''
{{UExperts}}

==Front-line Availability==

See [http://www.lib.cam.ac.uk/deptserv/openinghours.html Opening Hours]

=={{HandT}}==
'''Port 2048 problems connecting with the UL’s EZproxy server for off campus access to eJournals with Firefox on a Mac''' [http://www.lookup.cam.ac.uk/person/vrw10 Vince Woodley] (27/10/14) RT #312368

See http://www.lib.cam.ac.uk/toolbox/bookmarklet.html for the "Off
campus access bookmarklet".
The UL (ejournals@lib.cam.ac.uk) can provide details of the resolution
but in summary the work-around is:

'''EITHER:'''

#  Close Firefox and find and delete the file permissions.sqlite (which is used by the Permissions Manager to store permssions about specific sites so that information will be lost - see https://support.mozilla.org/en-US/kb/profiles-where-firefox-stores-user-data)

'''OR:'''

# Make a backup copy of your bookmarks (Bookmarks > Show All Bookmarks > Import and Backup > Backup...)
# Make a backup copy of your history (History > Show All History > Import and Backup > Backup...)
# Reset Firefox to its factory default state while saving your essential information like bookmarks and open tabs(Help > Troubleshooting information > [Reset Firefox...]) See
https://support.mozilla.org/en-US/kb/reset-firefox-easily-fix-most-problems


If required you can manually restore your Firefox bookmarks & history:
# Recover your bookmarks (Bookmarks > Show All Bookmarks > Import and Backup > Restore)
# Recover your history (History > Show All History > Import and Backup > Restore)


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'''E-resource Access Problems''' [http://www.lookup.cam.ac.uk/person/vrw10 Vince Woodley] (22/12/10)

Whilst access failures look at first like a Raven problem there is a test to find out where the problem really lies.  Would you please use a web-browser to go to:

http://www.CL.cam.ac.uk/raven/test

and click on "Select this link to take the test".
If you pass the test then your Raven account is okay. If you still experience problems then the problems are with the e-resource that Raven is protecting, rather than Raven itself.
If you email  lib-raven@lists.cam.ac.uk and I'm sure that they'll be able to assist you.

I hope that helps.

Regards,

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==Catalogue Keywords==
* Non-CL University Library (UL)