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Remote
If a person reports by phone that they are having "problems connecting", you can check to see if the target product (wilson, ebsco, catalog) is indeed up, but keep in mind that you cannot duplicate their experience if there is an authentication problem. If the target product is indeed down, then report the problem to Systems using their online form.  If they are getting an "invalid PIN" or "Sorry"  message, they have to come in person to the circ desk to deal with resetting their new PIN (now called a password in some parts of our interface).

"Passwords"
If a user reports that the system is asking them for a "password", chances are that he/she is talking about the Library Password (formerly call a "PIN"). However, some of our products now require an additional password for full access. 

In the past, the Library PIN was the only thing to be called a PIN, but now that the terminology for this has been muddied (we still have the "invalid PIN" error message, and Link+ still calls it a PIN), it is harder to tell which "password" the patron is talking about. Note that in the cases listed in the above table, the user is asked for the password after they successfully connect to the product; this is a critical diagnostic, but the student can almost never articulate what really happened, so you may have to try to duplicate the process on the spot to see if it is indeed a free password they are balking at.

If the user is presented with a request for a password and that password screen belongs to the vendor then there may be something wrong with the product or its startup programming from our pages. Report these situation to Systems using their online form.

If a patron comes to the desk in person and has a PIN/Password problem, and the screen has been asking them for name, bronconumber, and password, refer them to the circ desk, as they have access to the circ records and can deal with problem PINs.

Wireless Access Access in the Building
Most floors of the building are supposed to have campus wireless access. There is both a secured and unsecured wireless network. Campus wireless access is supported by the campus IT help desk (ext 6776, building 1-100). Refer questions about wireless access (especially about the secured network) to them or their website, which has an overview of the requirements and a listing of areas on campus with wireless access.