Find it support issues

PROBLEM: No hits, or a failed search (error message) for a database. This may occur for a number of reasons:

• There may be a problem with the WebFeat connector for the database. These problems can occur for a number of reasons, but are typically due changes to the native interface that WebFeat has not yet adjusted for.
• Simultaneous user limits may have been reached for a particular database.
• The database itself may be unavailable.

SOLUTION: Check the native interface in question. If the same error message is received there, the issue lies with the native interface itself. If the native interface works properly, but the error continues in WebFeat, alert WebFeat support with the database name and the error message received. Include any action that you have done, such as attempting to replicate the issue in the native interface.

PROBLEM: Cannot connect the Find it! interface. This could be due to a number of reasons:

• The user is on campus, but going through an obsolete link.
• The user is coming from off campus and cannot properly authenticate.
• WebFeat's system is down.

SOLUTION: Make sure user is using a current URL for access. The following URLs should send the user through CUL's CheckIP script that will allow them direct access from on campus and will give them a CU Web Login if they are off campus.:

• http://wfsearch.webfeat.org/clients/cornellu/wf3_cornellu.asp
• http://resolver.library.cornell.edu/net/fa
• http://resolver.library.cornell.edu/net/fd
• http://resolver.library.cornell.edu/net/fi

This should function just like any other licensed networked resource. If the regular channels for dealing with networked resource access fail, contact WebFeat support.

WebFeat contact information

Our two main WebFeat contacts are Kelli Smith and Rick Barr.

Contacting WebFeat by email:

Please e-mail Kelli and copy Rick on all technical support issues.

Kelli Smith: ksmith@webfeat.org
Rick Barr: rbarr@webfeat.org

Karen Farley is a manager who usually serves as Kelli's backup when Kelli is away (kfarley@webfeat.org). Kelli will notify us (via LIBIT-L) if she'll be away. If you're not getting a response by email and are concerned, please try contacting WebFeat by telephone.

Contacting WebFeat by telephone:

Feel free to contact WebFeat by telephone for emergencies. Here is a list of items that WebFeat considers to be emergencies:

• WebFeat is completely down
• Performance is really slow, there are issues with timing out, etc.
• User Authentication broken
• All databases for one vendor broken
• Library catalog broken - webfeat prioritizes catalogs over all other databases

Emergenices aren't necessarily limited to the above list, and determining what constitutes an emergency is basically up to us. Do not hesitate to contact WebFeat by telephone if you think the issue requires a quick resolution.