System Status

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."

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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!

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.

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 support@carli.illinois.edu 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 support@carli.illinois.edu 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 support@carli.illinois.edu.  Thank you!

Original posting:

As of approximately 3pm, the CARLI Support Ticketing System is down.  New emails being sent to support@carli.illinois.edu 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!

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 CARLI support if you have any further problems or questions.

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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 CARLI support.

Thanks for your patience.