IT Issues

Troubleshooting Basics

The issue that you will have to troubleshoot most often is remote access to articles. Both Google Chrome and Safari are notoriously troublesome. The first step in troubleshooting these types of questions are to ask them what browser they are using and recommend that they clear their cookies and cache from the browser. If this still doesn't work of if they are hesitant to do that, you can recommend that they try again using Firefox.

Troubleshooting Access Problems (TAP) ticket

Fill out a TAP ticket when you or a patron has problems accessing electronic resources.

Add title of the material
Add description of the problem
Include the permanent link for the material
Include your EID
In the additional contacts, include the EID and/or email address of the person who reported the problem
Click chechbox if item is an electronic resource
Click save

File Recovery

If someone has been using one of the PCs in PCL and has lost a document they are working on, you can try to recover it through the following link: lib.utexas.edu/help/libstations/filerecovery.html .

Printing Questions

Items uploaded to the library print system from a laptop are available for 24 hours.
Items sent to a library printer from a library computer are available for 2 hours.
Users are not allowed to bring their own paper to use in library printers.
- If a students wants to print a resume on resume paper, direct them to the Union building, the Business School, or the Social Work building.

Printing in 11” x 17” (ledger) size in PCL:

First, ensure user has a 11” x 17” size file to begin with
If not, please change file size.
Please do not upload such files to MyPrintCenter (print.lib.utexas.edu)
Instead, use the FILE->PRINT method from our PCs/Macs
11” x 17” size printing in PCL is done from the COLOR PRINTER only (Except poster printing in LCS)
11” x 17” size printing in PCL can be printed only in BLACK &WHITE (according to LITS print support staff)
Cost is 20 cents/side and 40 cents/double-sided.

Scanning

When using the KIC scanners, users must log in with their EID and password before they can email a scanned file to themselves. If someone is having trouble emailing a scanned file, check the top right corner of the touch screen to make sure they are signed in, then try entering their email address to send the file.