Troubleshooting Outages of CARLI Services and Systems

Troubleshooting Outages of CARLI Services and Systems

When CARLI or I-Share libraries experience an outage or connection issue with one of CARLI’s services, there are troubleshooting steps you can take to help determine if the problem is local to your computer, network, or institution, or if there is a larger outage with the service. Also included below is information on when, how, and to whom to report problems with each service.  If you have any questions, please contact .

Alma and Primo VE for I-Share institutions

  • Service run by Ex Libris for CARLI I-Share
  • Availability: 24/7 except during monthly scheduled release updates
  • Ex Libris System Status page – CARLI I-Share environments are on Alma NA 06 and Primo VE NA 06
    • If outage is known and listed on this page, you do not need to report it to Ex Libris or CARLI.
    • If outage is not listed on this page:
If… Troubleshooting Tips:

You cannot access Alma and/or Primo VE URLs

See CARLI’s General Alma Troubleshooting and Problem Reporting page

Try another browser.
Clear browser history and cache.
Restart the computer.
Try another computer.
If you’re on a wireless connection, tried a wired connection.

If off campus, can you access Alma/Primo VE from on campus?
If on campus, can you access Alma/Primo VE from off campus?

Consult your local IT staff to determine if there are any local network interruptions or if changes have been made to the local network or firewall configurations. Ex Libris IP ranges in the U.S.A. for Alma (called Higher-Ed Platform IP Range) and Primo VE must be allowed access to/from your institution.

Library staff cannot log in to Alma via single sign-on

Was a user record load (SIS load) recently performed?
I-Share Liaison or other primary staff may use backup “admin” user to access Alma and look for SIS load log files or user records with issues such as:

  • Expiration dates in the past
  • Status = Inactive
  • Account Type mismatch
  • Primary ID mismatch/changes

Library users cannot log in to Primo VE

Was a user record load (SIS load) recently performed?
In Alma, look for SIS load log files or user records with issues such as:

  • Expiration dates in the past
  • Status = Inactive
  • Library user records with Patron role that has Expiry Date in the past (CARLI does not recommend setting Expiry Date on the Patron role!)

You have tried all of the troubleshooting tips above and can find no local reason for the issue

During regular business hours 8am-5pm, Monday-Friday, report all issues to with a complete description of the issue and what troubleshooting steps you have taken.

Outside of CARLI’s regular business hours, for non-urgent issues and problems, email .

Outside of CARLI’s regular business hours, you can report a problem to Ex Libris Support:

Please copy CARLI on any reports to Ex Libris if at all possible.

OpenAthens for CARLI institutions

  • Service run by OpenAthens with support provided by EBSCO for CARLI
  • Availability: 24/7
  • OpenAthens System Status page – If an outage or interruption is listed on this page, you do not need to report it to EBSCO or CARLI.
  • For general Support questions about OpenAthens, contact EBSCO via EBSCO Connect (requires EBCSO Connect account). Please copy CARLI on your reports, if possible.
  • For I-Share libraries with questions about integrating OpenAthens with Alma/Primo VE, please contact .

CARLI Digital Collections/CONTENTdm for CARLI institutions

  • Service run by OCLC for CARLI
  • Availability: 24/7
  • OCLC System Status page - Look for the entry for “CONTENTdm.” If the outage is known and listed on this page, you do not need to report it to OCLC or to CARLI.
If… Troubleshooing Tips…

Users cannot access the CARLI Digital Collections site

Try another browser.
Clear browser history and cache.
Restart the computer.
Try another computer.
If you’re on a wireless connection, tried a wired connection.

If off campus, can you access CARLI Digital Collections from on campus?
If on campus, can you access CARLI Digital Collections from off campus?

Consult your local IT staff to determine if there are any local network interruptions or if changes have been made to the local network or firewall configurations.

Library staff cannot log into the CONTENTdm Web Administration site

Try another browser.
Clear browser history and cache.
Restart the computer.
Try another computer.
If you’re on a wireless connection, tried a wired connection.

You have tried all of the troubleshooting tips above and can find no local reason for the issue

During CARLI’s regular business hours 8am-5pm, Monday-Friday, report any issues to .

Outside of CARLI’s regular business hours, for non-urgent issues, report to and it will be handled by CARLI staff during regular business hours.

Outside of CARLI’s business hours, ONLY to report the system is down and it does not appear on the OCLC Status page, contact OCLC Support.  If possible, please also copy or notify CARLI of your report.

CARLI-run systems and services

  • These systems and services are run locally by CARLI in AWS
  • Availability: 24/7
  • CARLI System Status Page – Look for any outages here. If the outage is known and listed on the page, you do not need to report it to CARLI.

CARLI website

CARLI Participating Libraries directory

CARLI Files server (I-Share libraries’ xxxftp directories on files.carli.illinois.edu)

ILDS Delivery website

CARLI Selection System

To report any issues with these CARLI-run systems, send email to with a description of the issue, and it will be handled by CARLI staff during regular business hours 8am-5pm, Monday-Friday.