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University of Iowa

University Libraries

Old Knowledgebase: Troubleshooting Protocol

Old Knowledgebase

Troubleshooting Protocol

Issue 

Resolution 

Library staff computer or printer issue 

Contact LIT via lib-it-help@uiowa.edu or x4-4357

Digital signage 

Contact LIT via lib-it-help@uiowa.edu or x4-4357 

KIC scanner 

Contact LIT via lib-it-help@uiowa.edu or x4-4357

Public computer or public printer issue 

Contact ITS Help Desk its-helpdesk@uiowa.edu or x4-4357; copy LIT via lib-it-help@uiowa.edu 

Include patron HawkID, specific issue, and specific device name and location

Information Commons software requests 

Cassie forwards reservations with unique software requests to Chris; Chris contacts user, investigates software, contacts ITS Classroom Support and requests installation, verifies installation, contacts user and asks them to test 

Non-emergency Information Commons issues (projector issues, hardware/software issues, etc.) 

Contact LIT via lib-it-help@uiowa.edu or x4-4357 

Emergency Information Commons issues 

Contact Chris; if not available contact ITS Classroom Hotline 319-335-1976; if still not resolved contact LIT via lib-it-help@uiowa.edu or x4-4357 

ITS laptops for checkout 

Contact ITS Help Desk its-helpdesk@uiowa.edu or x4-4357 

Support with patron-owned devices 

Refer to ITS Help Desk its-helpdesk@uiowa.edu or x4-4357; for support with library app on mobile device, refer to Alex Colbow or library liaison  

Software support 

If software is not on public or staff workstation, contact LIT via lib-it-help@uiowa.edu or x4-4357

Library resource support 

Varies: 

  • For authentication issues, contact Electronic Resources 

  • For resource training, refer to user’s library liaison or any library liaison available 
 

Protocol for troubleshooting IT issues at Hardin Library: 

Student employees are unable to post to lib-it-help@uiowa.edu. Student employees should report issues to their supervisor.  

Ownership of equipment at Hardin Library: 

LIT: Library Information Technology has ownership of staff workstations and printers. They provide staff in the library department with support for hardware and software issues on this equipment.  

ITS: Information Technology Services has ownership of public workstations and printers, including those in the Information Commons. ITS provides support for hardware and software issues on public workstations and printers.