User:Cofcvref

error messages currently of unknown origin or meaning
 * “The resource is too heavy to be fetched” - we suspect this is when the patron or librarian tires to retrieve an especially large PDF, but we aren’t sure what “especially large” means yet.
 * “Error in reading from socket.”
 * “eGPS Internal Server Error” - this MAY be the error generated in Science Direct if the patron enters a search term from the initial popup search screen. RETEST.

patron’s popup blockers
 * patron cannot change popup blocker status mid-session; it will knock patron out of chat. If popup blocker is enabled, patron will have to end chat, close all popup blockers, then re-initiate chat.

co-browse normal behavior
 * use TAB to send the patron the text of your search before executing the search (TAB between fields)
 * often databases will popup over patron’s chat screen even though you can see the database page in your cobrowse window. When you enter a search and execute it (hit Enter, Search, etc.), this sometimes brings the database search screen into the patron’s chat window.  In such situations, the patron won’t have seen the initial search strategy the librarian used.

co-browse troubleshooting
 * librarian has white patron window - bad sign. may be a memory issue.  Send a Google page to patron to see if they get that, if not, check your settings to see if JavaSun has been enabled by accident
 * patron isn’t getting web page you’re sending - librarian’s cursor must be inside the “Web Address or file” box, hit ENTER
 * if patron uses “back” button in their chat window, they may be kicked out of the database entirely and have to re-authenticate. Sometimes “back” takes the patron back to the authentication screen, sometimes back to the 24/7 welcome screen, and sometimes it ends the session completely.

co-browse & JSTOR normal behavior - a new browser pops up over the patron’s chat window - patron enters logon, librarian gets search screen - patron unable to see text of article in testing 24/7 recommends we search in a separate window and send the patron a screen shot (“I don’t make the news, I just report it”)

co-browse & Academic Search Premier normal behavior
 * librarian must copy and paste EBSCO database address from another window into 24/7 web address window -- cannot navigate web pages to get to Ebsco dbs
 * warn patrons beforehand to come back to you, because after patron authenticates, the initial Ebsco search screen will pop up over patron’s chat screen
 * if patron is viewing a PDF, at the top of their screen is a blue link “Result List” -- that is currently the only known way that the patron can exit the PDF and come back to the search results with success. Back will dump the patron out of Academic Search Premier and possible out of the session entirely.

co-browse & Science Direct normal behavior
 * many buttons appear as broken image links
 * after patron authenticates, initial search screen opens over chat window. If patron enters a search in this popup window, it will generate a bizarre error message (I believe “eGPS Internal Server Error”).  If librarian enters search terms and TABs, patron will not see text.  When librarian enters search terms and performs search, patron will see results screen inside the main chat screen.  From this point, the patron can enter searches and click on links as much as the librarian.

SCRIPTS NEEDED

title : database open on top of chat language: ''“After you authenticate (enter your Cougars logon and password), the database will open on top of our chat window. Please click back into our chat window to continue our conversation.”''

title: remote authentication logon language: ''“Use your Edisto or Cougars logon and password. For example, if your ID is shakespeare@edisto.cofc.edu, your logon is shakespeare and your password is the one you use to access your campus email.”''

title: ILL language: ''“You can request this item through Interlibrary Loan. It is a free service and we will locate the item for you in a nearby library. If you haven’t used ILL before, you’ll have to create a username and password. You can do this by following the “submit a request” link from the Interlibrary Loan web page. Interlibrary Loan is under “borrowing and ordering” on the library hmepage.''