Troubleshooting

AIM, GoogleTalk, Meebo, or Yahoo not connecting
Open up the Accounts feature in Gaim, and check the password for the account. If that is not the problem, the problem may be the campus network or at the IM service. Post a message detailing the situation on the Ask A Outlook mail distribution list. Periodically try to sign on the service through your shift, and post another message to the Ask A list if and when the IM service resumes.

Jabber UF is down/you can't connect to Jabber
Call Marilyn Ochoa at 273-2627, or Jana Ronan at 273-2623 and put a message out on the Ask a Outlook mail distribution list. Any systems liaison may post a problem report on syshelp@uflib.ufl.edu.

If you cannot connect to Jabber, please be sure to check if your ufl password has recently been changed but not updated in Gaim.

If changing your password does not work, call the person you are to relieve to let him/her know you are having problems. You can also call your liaison; they can check to see the server is down (or contact me to let me know it is down). If the server is down tell your relievee by phone or email that you are ready to go on and launch all other accounts. Periodically check to see if the UF Jabber is back up.

Passwords 
Forget your Gatorlink password? You can get a password hint from the myUFL portal at https://my.ufl.edu/ps/signon.html, or contact the UF Computing Helpdesk at 392-HELP (4357), or helpdesk@ufl.edu.

Forget the uflibrarian AIM, Yahoo! or Google Talk password? Call a colleague, Marilyn Ochoa at 273-2627, or Jana Ronan at 273-2623.

Database Not Connecting?
Can't get to LexisNexis or another library database? Here's how to troubleshoot this problem.

If you are working at home, contact your someone in your reference department to verify it is not simply trouble with your own ISP. Try calling the Library West reference desk at 273-2666 or Marston Science Library at 273-2836.

If you are working on campus, check with your local reference desk and even another library reference desk to verify that it is not a local network problem. Call the Library West reference desk at 273-2666 or Marston Science Library at 273-2836.

Should you discover that the database is down at the vendor, or that there are networking problems on campus, report the problem to Rich Bennett or have a liaison report the problem via syshelp@mail.uflib.ufl.edu.

Working with a user who is having problems connecting to UF Jabber IM?
Refer the user to the UF Computing Helpdesk at 392-HELP (4357), or helpdesk@ufl.edu.

Reporting problems?
Please send an email with the following so that we can better diagnose your problems:

• client used (e.g gaim, pidgin, adium, meebo on meebo website)
• service affected (i.e. uf jabber, aim, yahoo, googletalk, meebo, uf jabber chatroom)
• date/time of day
• network (e.g. library, cox at home)
• description of the problem

Other issues?

Bumpoffs and seeing others' chats should not be issues if you properly shut out of the client (i.e. disabling all but the ufl account before Quitting). Remember, when you log back in to Gaim, it launches all of the accounts that were enabled when a person last signed off.

You aren't visible in the chat room to anyone?

Sometimes this happens if someone has forgotten to sign onto the chat room. To remember this important first step, I recommend making a bookmark the library chat room and leaving your ufl account enabled when you quit the client. This second part ensures that when you relaunch Gaim, you will immediately see the bookmark to the right library chat room.

If signed into a chat room but you aren't visible, you may not be the right one. This is especially true if you do not bookmark the right room. You can verify that you are in the right room by checking to see if the "clear the chatter" text is somewhere in the chat box from that day.

Please note that it is possible to accidentally disconnected yourself from the ufl account. You might see yourself in the room, but when the relief comes on, that person cannot see you in the room nor vice versa. To be sure that you are online still, be sure that your ufl account is enabled with the icon in color within the Account box.

If you do not see the person who is to relieve you in the chat room, or if you seem to be getting bumped off at shift change, it could be that one of the issues above is plaguing you or your relief. Do not hesitate to call your relief/relievee or IM that person (if you add that person to your individual buddy list).

The Meebo widget on the Ask A page is a good test to see if you are on, but note that it takes a few moments for the widget to recognize a librarian is online. Sometimes it won't work, but just refresh. If you are uncertain, make sure that the icon for the Meebo account in the Accounts box is colored (not grayed out); this means you are logged in. If you are logged in and the widget says you are disconnected, disable and then enable the account and test.