System Status

All Systems ActiveAll Systems Active: No current issues

Ex Libris Alma and Primo VE service disruptions, March 22

Tuesday, March 22, 2022 - 8:07am

RESOLVED - UPDATE 6:40pm, March 22: Services disruptions with Ex Libris Alma and Primo VE have been resolved.  With any outage of Alma or Primo VE, please check the Ex Libris Status page for details; I-Share services are on NA06. Click on the entry for Alma NA06 or Primo VE NA06 to see the latest update text from Ex Libris.

CARLI email list and Support ticket system downtime

Wednesday, May 19, 2021 - 11:33am

On the evening of Friday, May 21, 2021, beginning at 5:30pm, CARLI staff will be relocating the CARLI email server and the CARLI Support ticketing system from a local data center to a cloud-based web host.  Nothing will change about the CARLI email lists or the CARLI Support ticket system; we are simply moving the services to a new location.
The email server migration should take approximately 30 minutes.  During the email server migration, email sent to any email address (including will not be delivered.  
The CARLI Support ticketing system migration should take about 12 hours.  During the ticketing system migration, email that is sent to to open a new ticket or to add correspondence to existing tickets will be held and delivered once the migration is complete.

Any updates or changes to this schedule will be posted on the CARLI System Status page.

Downtime for

Monday, March 29, 2021 - 3:39pm

The Files server ( will be down for maintenance from 6:30pm to 7pm on Tuesday, March 30.  If you have trouble accessing the Files server after 7pm, please send an email to .

Primo VE Down 9/9/2020

Wednesday, September 9, 2020 - 9:47am

UPDATE: "Service is operating normally
09-Sep-2020 UTC 14:53:20
We are pleased to update that our engineers have resolved the reported service interruption; all cloud services are now fully operational."


Ex Libris has announced an unplanned service interruption to Primo VE.

"Current status: Service disruption
09-Sep-2020 UTC 14:35:30
Our engineers are currently investigating this service interruption."

If you haven't yet done so, you can sign up to receive email updates about the system status of Alma and Primo VE at the Ex Libris System Status page.  CARLI I-Share Environments are on ALMA NA06 and PRIMO VE NA06.  Click the Envelope icon to subscribe!

EBSCOhost and possibly other Electronic Collections in Alma/PrimoVE

Friday, August 28, 2020 - 1:48pm

After more investigation the Proxy settings problem appears to be isolated to a few libraries. CARLI staff will follow up with them as needed.


Problem Under Investigation: EBSCOhost and possibly other Electronic Collections in Alma/PrimoVE

Wednesday, August 26, 2020 - 5:32pm

Late today CARLI staff got reports of mainly EBSCOhost electronic collection links not connecting in PrimoVE. Further investigation found that some of the proxy settings were changed to “no” at the full text service level.

To check, go to your Alma and look up EBSCOhost electronic collections. Select one and click on “Collection Editor”

Then to "Additional" tab, then scroll down to Full text service.

Go to full text service  editor, then to linking tab.
Scroll down a little to the proxy section.
Then change the proxy to "yes" and select your default proxy and save.

Steps to get to the full text service level linking tab

CARLI is investigating how these involuntary proxy changes happened.

Primo VE Request form not displaying

Thursday, July 30, 2020 - 12:34pm

RESOLVED 1:30PM 7/30/2020 - Ex Libris has corrected the issue and the local Request forms should once again be displaying when you click the link in the Get It section of Primo VE.

CARLI has heard from some I-Share institutions who are offering local request (their patrons, requesting their items) that the local Request form does not open on screen after patrons select the local request link in the Primo VE Get It section.  We have reported this to Ex Libris and will provide an update when we have one.  Thank you for your patience!

CARLI Support Ticketing System Down

Monday, July 27, 2020 - 3:55pm

RESOLVED 7:00pm, Monday, July 27

From 2:53pm until 6:10pm on Monday July 27, the CARLI Support Ticketing System was malfunctioning.  Most new emails to were rejected and those that were accepted by the system arrived without any content.  Any emails in reply to an existing ticket sent by library staff to were received as "Correspondence added", and any emails that CARLI staff tried to send from the system were sent only with the text "Correspondence added".  CARLI staff will reach out on any tickets that have been affected by this outage to request additional information as needed; however, if you sent an email to CARLI Support on Monday afternoon and did not receive an automatic message reply with a ticket number [CARLI Support #116nnn], please submit your ticket again to .  Thank you!

Original posting:

As of approximately 3pm, the CARLI Support Ticketing System is down.  New emails being sent to are currently being rejected, CARLI staff are unable to reply to existing tickets, and responses from libraries to existing tickets are not being received.  We are investigating the problem.  Thank you for your patience!

Alma and Primo VE Known Issues, July 24

Friday, July 24, 2020 - 2:16pm

CARLI has opened a support issue with Ex Libris regarding the slow response times of the "Get It" section of Primo VE record displays. The Ex Libris development team is actively investigating the issue for a cause and for solutions. CARLI staff are continuing to contribute examples of this issue to aid in the ongoing investigation. If you have details to share on response time problems in Alma or Primo VE, please submit those details in our I-Share Response Time Reporting Form.

Alma and Primo VE are currently active for all I-Share institutions.

Update, July 30, 2020

Ex Libris development teams have identified the root cause of the problem, and have planned to roll out an update on August 9, 2020.

Alma and Primo VE issues July 6

Monday, July 6, 2020 - 8:59am

Updated: Tuesday, July 7 at 9:45am

Ex Libris implemented fixes overnight to address all of the problems that CARLI I-Share libraries had reported in Alma and Primo VE.  All functionality should be back to normal.  Please contact if you have any further problems or questions.


CARLI has been receiving reports of numerous problems in Alma and Primo VE on Monday, July 6:

  • Local Request links not displaying for institutions in which it was enabled in Primo VE
  • Item information cannot be expanded in Primo VE and is not displaying
  • Holdings field data are not displaying in Primo vE (i.e. 866, other notes fields that have been configured to display like 562 and 563)
  • Fullfillment> Scan In Items results in errors in Alma
  • Fulfillment> Manage Patron Services (charging) and Fulfillment> Return Items (discharging) results in errors in Alma
  • Retrieving a user record through Fulfillment> Manage Patron Services results in errors in Alma
  • Online resources may not display properly in Primo VE. This is a known issue after the July Update. Ex Libris states they are currently working on a fix.

We have reported these to Ex Libris and will let you know when we have more information. 

We currently have enough submitted examples of the issues reported above; however, if you encounter any additional problems with Alma or Primo VE that were not an issue before the July update, please email .

Thanks for your patience.