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- Date: Thu, 24 Jul 2003 08:39:22 +0300
- From: Asuman Akyuz <asuman@xxxxxxxxxx>
- Subject: Re: INNOPAC digest, Vol 1 #942 - 18 msgs
innopac-request@xxxxxxxxxx wrote:
>Send INNOPAC mailing list submissions to
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>
>To subscribe or unsubscribe via the World Wide Web, visit
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>or, via email, send a message with subject or body 'help' to
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>
>You can reach the person managing the list at
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>When replying, please edit your Subject line so it is more specific
>than "Re: Contents of INNOPAC digest..."
>
>
>Today's Topics:
>
> 1. Re: All Ports in Use when they are not (Sue Boggs)
> 2. Re: All Ports in Use when they are not (Martha Driscoll)
> 3. Re: All Ports in Use when they are not (Karen Perone)
> 4. RE: All Ports in Use when they are not (Sheila Smart)
> 5. Re: Customer Service (lmueller@xxxxxxxxxx)
> 6. Re: Customer Service (Steve Duffy)
> 7. RE: Customer Service (Eric Rhee)
> 8. RE: All Ports in Use when they are not (Belvadi, Melissa)
> 9. Re: Search Scoping (Mieko Yamaguchi)
> 10. Customer Service (Sean)
> 11. Re:All ports in use (Gene Fieg)
> 12. RE: All Ports in Use when they are not (Abbott, Bruce)
> 13. RE: All Ports in Use when they are not (Bill Topritzhofer)
> 14. Re: All Ports in Use when they are not (Leo Papa)
> 15. Re: Customer Service (Elisheva Schwartz)
> 16. Re: Customer Service (Doug Kariel)
> 17. Re: All Ports in Use when they are not (Doug Kariel)
> 18. Re: All Ports in Use when they are not (Janet Fine)
>
>--__--__--
>
>Message: 1
>Date: Wed, 23 Jul 2003 09:09:26 -0700
>To: innopac@xxxxxxxxxx
>From: Sue Boggs <boggs@xxxxxxxxxx>
>Subject: Re: All Ports in Use when they are not
>Reply-To: innopac@xxxxxxxxxx
>
>At 09:42 AM 7/23/2003 -0500, you wrote:
>
>
>
>>We have 15 staff licenses. Every so often we are told that All Ports in
>>Use. We diligently go around checking everyone's computers (we are a stand
>>alone, relatively small library) and we can not find 15 milcircs or
>>text-based programs in use. This morning we counted only 11 open programs,
>>which should leave us 4 to use. Still, we were not able to open anymore
>>milcircs.
>>
>>
>
>I'm sure you know this but when this happens if you look at "tasks being
>done by each login/port" under Management Information does it list 15
>ports? "Who is logged on" doesn't show millennium logins but they do show
>up in the tasks list so it gives a better idea of how many ports are in use.
>
>Sue
>
>Sue Boggs
>Cataloging & Library Technician
>Technical Services
>
>Library
>University of Puget Sound
>1500 N. Warner St. #1021
>Tacoma, WA 98416-1021
>
>(253) 879-2667
>boggs@xxxxxxxxxx
>
>
>--- StripMime Report -- processed MIME parts ---
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>
>--__--__--
>
>Message: 2
>Date: Wed, 23 Jul 2003 11:52:24 -0400 (EDT)
>From: Martha Driscoll <driscoll@xxxxxxxxxx>
>To: INNOPAC Users Group <innopac@xxxxxxxxxx>
>Subject: Re: All Ports in Use when they are not
>Reply-To: innopac@xxxxxxxxxx
>
>Roger,
>Does 'Restart a Terminal' show 15 Millennium sessions running? If
>so, then there are some ghost sessions that the server thinks are
>connected. This can be caused by a client crash or other abnormal
>disconnect. You need to kill the old process, but unfortunately 'Restart
>a Terminal' does not include a time with the pid, so you can't tell which
>are the active sessions and which are the defunct ones.
>
>You can restart all Millennium processes for a user and have them login
>again.
>
>---
>Martha Driscoll, Systems Manager
>North of Boston Library Exchange (NOBLE)
>driscoll@xxxxxxxxxx
>Ph: 978-777-8844 Fax: 978-750-8472
>
>On Wed, 23 Jul 2003, Roger Dutcher wrote:
>
>
>
>>We have had this problem twice this week. Before this it has been
>>intermittent but fairly regular.
>>
>>We have 15 staff licenses. Every so often we are told that All Ports in
>>Use. We diligently go around checking everyone's computers (we are a stand
>>alone, relatively small library) and we can not find 15 milcircs or
>>text-based programs in use. This morning we counted only 11 open programs,
>>which should leave us 4 to use. Still, we were not able to open anymore
>>milcircs.
>>
>>Does anyone else run into this and are there any obvious problems I am not
>>seeing? (We do use a fastprinter attached to our lantronix box (the only
>>thing left on the box) but even then we are not able to account for the
>>other ports being in use.)
>>
>>Roger Dutcher
>>Beloit Public Library
>>409 Pleasant St
>>Beloit WI 53511
>>
>>
>>--
>>This message was distributed through the Innovative Users Group INNOPAC list
>>Public replies: INNOPAC@xxxxxxxxxx
>>Update your subscription options: http://innopacusers.org/list/listinfo/innopac
>>
>>
>>
>
>
>
>--__--__--
>
>Message: 3
>Date: Wed, 23 Jul 2003 11:59:22 -0400
>From: Karen Perone <peroneka@xxxxxxxxxx>
>To: innopac@xxxxxxxxxx
>Subject: Re: All Ports in Use when they are not
>Reply-To: innopac@xxxxxxxxxx
>
>We had a very similar experience earlier this year when we discovered
>that we were being bombarded by Z39.50 hits. Staff couldn't telnet in,
>WebOPAC users couldn't finish a renewal, our log files were filling up
>every day, and the "who's logged in" screens looked like there were
>still openings - it was messy.
>
>We finally tracked it down to BookWhere. We found our library in their
>registry list and that we were added in Nov. 2002. We had jumped from
>2,900 internet connections to our system in Jan. 2002 to 11,770 in Jan.
>2003! Obviously, with only 15 available logins, this was not a good thing.
>
>Suggestions: check your "non-local access attempts allowed" log file and
>see if Z39server shows up a lot. We had lots of hits coming from Canada
>and Finland (?) If so, check the BookWhere registry to see if your
>library is on the list and when it was added.
>http://www.webclarity.info/products/registry.html
>
>We ended up blocking all but a very few Z39.50 sites from our catalog.
>You can do this in your Network Access Administration settings.
>
>Now our "Access attempts rejected" file fills up every couple of days -
>and I happily sit back and watch :-)
>--Karen
>
>Roger Dutcher wrote:
>
>
>>We have had this problem twice this week. Before this it has been
>>intermittent but fairly regular.
>>
>>We have 15 staff licenses. Every so often we are told that All Ports in
>>Use. We diligently go around checking everyone's computers (we are a stand
>>alone, relatively small library) and we can not find 15 milcircs or
>>text-based programs in use. This morning we counted only 11 open programs,
>>which should leave us 4 to use. Still, we were not able to open anymore
>>milcircs.
>>
>>Does anyone else run into this and are there any obvious problems I am not
>>seeing? (We do use a fastprinter attached to our lantronix box (the only
>>thing left on the box) but even then we are not able to account for the
>>other ports being in use.)
>>
>>
>
>
>--__--__--
>
>Message: 4
>Date: Wed, 23 Jul 2003 17:08:22 +0100
>To: innopac@xxxxxxxxxx
>From: Sheila Smart <shs1@xxxxxxxxxx>
>Subject: RE: All Ports in Use when they are not
>Reply-To: innopac@xxxxxxxxxx
>
>I've just tested this and find that it does, indeed use two ports. I was
>not aware that this is what happens. We are just starting to implement our
>Millenium Modules now and wish that this had been made clearer us as it
>will inevitably impact on how we arrange our procedures.
>
>At 23-07-03 16:07 Wednesday, you wrote:
>
>
>>I have had this problem as well, and was told by Innovative that if you have
>>a module open and are running a Create List, that that actually counts as 2
>>ports being used.
>>
>>-----Original Message-----
>>From: Roger Dutcher [mailto:dutcher.roger@xxxxxxxxxx]
>>Sent: Wednesday, July 23, 2003 7:43 AM
>>To: INNOPAC Users Group
>>Subject: All Ports in Use when they are not
>>
>>
>>We have had this problem twice this week. Before this it has been
>>intermittent but fairly regular.
>>
>>We have 15 staff licenses. Every so often we are told that All Ports in
>>Use. We diligently go around checking everyone's computers (we are a stand
>>alone, relatively small library) and we can not find 15 milcircs or
>>text-based programs in use. This morning we counted only 11 open programs,
>>which should leave us 4 to use. Still, we were not able to open anymore
>>milcircs.
>>
>>Does anyone else run into this and are there any obvious problems I am not
>>seeing? (We do use a fastprinter attached to our lantronix box (the only
>>thing left on the box) but even then we are not able to account for the
>>other ports being in use.)
>>
>>Roger Dutcher
>>Beloit Public Library
>>409 Pleasant St
>>Beloit WI 53511
>>
>>
>>--
>>This message was distributed through the Innovative Users Group INNOPAC list
>>Public replies: INNOPAC@xxxxxxxxxx Update your subscription options:
>>http://innopacusers.org/list/listinfo/innopac
>>--
>>This message was distributed through the Innovative Users Group INNOPAC list
>>Public replies: INNOPAC@xxxxxxxxxx
>>Update your subscription options:
>>http://innopacusers.org/list/listinfo/innopac
>>
>>
>
>Regards
>
>******************************
>Sheila Smart
>Technical Systems Manager
>University of St Andrews Library
>North Street
>ST ANDREWS
>Fife KY16 9TR
>
>Tel: 01334 462316
>******************************
>
>
>--__--__--
>
>Message: 5
>Date: Wed, 23 Jul 2003 10:57:02 -0500
>From: lmueller@xxxxxxxxxx
>Subject: Re: Customer Service
>To: innopac@xxxxxxxxxx
>Reply-To: innopac@xxxxxxxxxx
>
>Sean -
>
>I replied to you off list but I will also reply on list. We are a new implementation of Millennium and are Software only. We have had our challenges as well but have found by driving the process instead of letting III do it all has worked to our advantage. If you are having issues, you need to move them up the III food chain. The more noise you make to the higher ups the more activity you will see from the project team and support staff.
>
>Some food for thought:
>
>We are a hosted solution with Blackboard and have faced even worse issues than you have described. We upgraded at the beginning of the year and it has been a disaster for the last 7 months. We started tracking every issue and had daily calls with the support team. Sometimes we have twice a day calls. We went to the CEO, Head of product development, head of customer service, head of ASP, etc. You get the picture. They were not responsive until we started tracking and holding them accountable. Today, we continue to have regular calls, track issues, and get resolution. It is a pain but it works. Bb has had turnover in their Sr. ranks. When that happened, we found the next person in line or the person who took over the role and continued to move forward. Our relationship is stronger than ever and while the product still has flaws, we know why, we know when they will be fixed, and we influence what happens.
>
>I would be happy to share more off line. I am unlike many of the members of this list in that I manage projects and software implementations and after implementation support. I am not a librarian but I understand software products and support issues. It is one thing to find others in the same boat. It is more important to find ways to resolve the problems and move on. I am happy to help others find ways to move beyond the problems.
>
>Issues with support are, unfortunately, a way of life with software applications. What we have to today with our old system (DRA) doesn't come close to the support we get from III which is one of the reasons we moved.
>
>
>Lori Mueller
>312-553-3381 (w)
>312-933-2918 (mobile)
>
>
>--__--__--
>
>Message: 6
>Date: Wed, 23 Jul 2003 10:56:43 -0500
>To: innopac@xxxxxxxxxx
>From: Steve Duffy <duffy@xxxxxxxxxx>
>Subject: Re: Customer Service
>Reply-To: innopac@xxxxxxxxxx
>
>In a way this is like "The squeaky wheel gets the grease." If you open a
>call with Innovative but don't follow up on it, Innovative triage will
>assume it's a less pressing issue, and it will get a lesser level of
>attention than if you actually call the help desk and make daily follow up
>calls for as long as needed. Sometimes it's not clear to the Innovative
>people what a problem is until you talk to them in person. And sometimes
>the problem is not simple to solve. So, to a certain extent, if you do
>have a problem with the software, yes, I think you do actually have to make
>the call and make the follow-up calls, regardless of whether the problem is
>large or small. If you don't, you're implicitly communicating, whether you
>know it or not, the message "This is not a really big deal. Get to it when
>you can."
>
>--Steve
>
>At 10:11 AM 07/23/2003, you wrote:
>
>
>>Hello all,
>>I am a first time poster to this group, and I was wondering if any other
>>installations have experienced the unacceptable level of customer
>>service that our installation has received. Our complaints with
>>Innovative, to Innovative, have gone unresolved or otherwise ignored for
>>the past 4 months. We have several open calls to the Help Desk for
>>critical software issues that have been opened for months, with no
>>response from Innovative regarding their status. We have been an
>>Innovative turnkey installation for over 11 years, and recently upgraded
>>both our hardware and software. We were assigned a project manager 6
>>months ago, and that was basically the last we heard from him. A
>>co-worker discovered that our Implementation Project Manager had
>>actually quit weeks ago, although Innovative never informed us of this.
>>Overall, Innovative's customer support is pathetic. Only when I am in
>>contact with an actual Help Desk technician do I feel an issue is
>>nearing any sort of resolution, so we have resorted to opening calls for
>>every issue, from the most trivial on up. This seems to be our only
>>solution for getting problems into the hands of the people who will
>>actually fix them, and even then timeliness is not guaranteed.
>>
>>Does anyone have any comments to offer as far as the pros and cons of
>>software-only vs. turnkey sites? Any other customer support nightmares
>>with Innovative? Are we the only installation treated this way? The
>>valuable dollars this Library District pays to Innovative for monthly
>>fees related to our turnkey system could be put to much better use by
>>paying someone who can actually get the job done.
>>
>>Thank you for your input, and thank you for bravely reading my wordy
>>tirade.
>>
>>Regards,
>>
>>Sean Park
>>Network Administrator
>>Coos County Library Service District
>>1988 Newmark, Tioga 104
>>Coos Bay, OR 97420
>>spark@xxxxxxxxxx
>>
>>
>>
>>--- StripMime Report -- processed MIME parts ---
>>multipart/alternative
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>> text/html
>>---
>>--
>>This message was distributed through the Innovative Users Group INNOPAC list
>>Public replies: INNOPAC@xxxxxxxxxx
>>Update your subscription options:
>>http://innopacusers.org/list/listinfo/innopac
>>
>>
>
>
>--__--__--
>
>Message: 7
>From: Eric Rhee <erhee@xxxxxxxxxx>
>To: "'innopac@xxxxxxxxxx'" <innopac@xxxxxxxxxx>
>Subject: RE: Customer Service
>Date: Wed, 23 Jul 2003 08:56:34 -0700
>Reply-To: innopac@xxxxxxxxxx
>
>Hi Sean - We became a iii customer in 2000. I felt that the on-site help
>and training provided was very weak during the implementation phase.
>However, I have nothing but praise for the Help Desk staff. Here's what
>works for me: I open less urgent calls by e-mail and telephone with urgent
>issues. I tell them I have a Circ, web OPAC or cataloging etc. etc. module
>issue to facilitate getting to specialist who can assist me. I estimate that
>90 percent of the time I am connected to someone who telnets to our system
>and helps me sort out the problems I can't figure out using CSDirect. Hope
>this helps. Eric Rhee
>
>-----Original Message-----
>From: Sean [mailto:spark@xxxxxxxxxx]
>Sent: Wednesday, July 23, 2003 8:11 AM
>To: innopac@xxxxxxxxxx
>Subject: Customer Service
>
>
>Hello all,
>I am a first time poster to this group, and I was wondering if any other
>installations have experienced the unacceptable level of customer
>service that our installation has received. Our complaints with
>Innovative, to Innovative, have gone unresolved or otherwise ignored for
>the past 4 months. We have several open calls to the Help Desk for
>critical software issues that have been opened for months, with no
>response from Innovative regarding their status. We have been an
>Innovative turnkey installation for over 11 years, and recently upgraded
>both our hardware and software. We were assigned a project manager 6
>months ago, and that was basically the last we heard from him. A
>co-worker discovered that our Implementation Project Manager had
>actually quit weeks ago, although Innovative never informed us of this.
>Overall, Innovative's customer support is pathetic. Only when I am in
>contact with an actual Help Desk technician do I feel an issue is
>nearing any sort of resolution, so we have resorted to opening calls for
>every issue, from the most trivial on up. This seems to be our only
>solution for getting problems into the hands of the people who will
>actually fix them, and even then timeliness is not guaranteed.
>
>Does anyone have any comments to offer as far as the pros and cons of
>software-only vs. turnkey sites? Any other customer support nightmares
>with Innovative? Are we the only installation treated this way? The
>valuable dollars this Library District pays to Innovative for monthly
>fees related to our turnkey system could be put to much better use by
>paying someone who can actually get the job done.
>
>Thank you for your input, and thank you for bravely reading my wordy
>tirade.
>
>Regards,
>
>Sean Park
>Network Administrator
>Coos County Library Service District
>1988 Newmark, Tioga 104
>Coos Bay, OR 97420
>spark@xxxxxxxxxx
>
>
>
>--- StripMime Report -- processed MIME parts ---
>multipart/alternative
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> text/html
>---
>--
>This message was distributed through the Innovative Users Group INNOPAC list
>Public replies: INNOPAC@xxxxxxxxxx
>Update your subscription options:
>http://innopacusers.org/list/listinfo/innopac
>
>--__--__--
>
>Message: 8
>Subject: RE: All Ports in Use when they are not
>Date: Wed, 23 Jul 2003 11:16:59 -0500
>From: "Belvadi, Melissa" <mbelvadi@xxxxxxxxxx>
>To: <innopac@xxxxxxxxxx>
>Reply-To: innopac@xxxxxxxxxx
>
>We also had this problem after Release 2002 Phase 2 was installed. It would happen whenever we maxed out our ports - from that point on, closing connections would not free up the corresponding ports. It was definitely a bug on III's side. Being part of the MOBIUS consortium, I talked to our MOBIUS tech support who in turn talked to III, and III did something (I don't know if it was a patch or what) that seems to have fixed it.
>
>The immediate resolution was to go into telnet to free the unfreed ports by hand (checking PIDs for existing real sessions) - you obviously can only do this if you have one or more other ports on your system that aren't part of the pool that got blocked up. In our consortial/MOBIUS situation, that was possible for us to do until III really fixed the problem.
>
>
>---------------
>Melissa Belvadi
>Systems and Services Librarian
>Maryville University Library
>13550 Conway Rd., St. Louis, MO 63141
>mbelvadi@xxxxxxxxxx
>314-529-9531
>Fax: 314-529-9941
>
>
>-----Original Message-----
>From: Roger Dutcher [mailto:dutcher.roger@xxxxxxxxxx]
>Sent: Wednesday, July 23, 2003 9:43 AM
>To: INNOPAC Users Group
>Subject: All Ports in Use when they are not
>
>
>We have had this problem twice this week. Before this it has been
>intermittent but fairly regular.
>
>We have 15 staff licenses. Every so often we are told that All Ports in
>Use. We diligently go around checking everyone's computers (we are a stand
>alone, relatively small library) and we can not find 15 milcircs or
>text-based programs in use. This morning we counted only 11 open programs,
>which should leave us 4 to use. Still, we were not able to open anymore
>milcircs.
>
>Does anyone else run into this and are there any obvious problems I am not
>seeing? (We do use a fastprinter attached to our lantronix box (the only
>thing left on the box) but even then we are not able to account for the
>other ports being in use.)
>
>Roger Dutcher
>Beloit Public Library
>409 Pleasant St
>Beloit WI 53511
>
>
>--
>This message was distributed through the Innovative Users Group INNOPAC list
>Public replies: INNOPAC@xxxxxxxxxx
>Update your subscription options: http://innopacusers.org/list/listinfo/innopac
>
>
>--__--__--
>
>Message: 9
>Date: Wed, 23 Jul 2003 17:22:53 +0100 (BST)
>From: Mieko Yamaguchi <iss053@xxxxxxxxxx>
>To: innopac@xxxxxxxxxx
>Subject: Re: Search Scoping
>Reply-To: innopac@xxxxxxxxxx
>
>Jodi Williamschen of Innovative Interfaces and I did a presentation at
>this year's IUG on Search Scoping called "One database, many catalogs".
>Jodi's slides are available from CSDirect (CSDirect username and
>password needed):
>
> http://csdirect.iii.com/ppt/iug11scoping.zip
>
>My slides are available from the IUG 2003 site (IUG username and
>password needed):
>
> http://www.innopacusers.org/iug2003/programs/N5/
>
>I have not yet created a web page with links to the scoped OPACs I used
>in my presentation but a list of scoped OPACs from my program last year
>may give you an idea of how other libraries are using search scoping.
>
> http://www.bangor.ac.uk/is/iss053/INNOPAC/wwwoptions/
>
>If you search any of the scoped OPACs listed and look at the pull-down
>menu on result screens (browse list or single record) you will see what
>scope names other libraries are using. The pull-down menu to change the
>scope of a search usually appears next to the "Search" button near the
>top of the screen.
>
>Note that it is easy to change the disply names of scopes later. It may
>not be easy to change which locations or bcodes should be included in any
>scope. Some changes may be possible free of charge (e.g. adding new
>locations) but there may be charges for other changes.
>
>Mieko
>
>On Tue, 22 Jul 2003, Bravismore Mumanyi wrote:
>
>
>
>>Can anyone out there shade more light of what search scoping means.
>>
>>We are about to have installation of 9 scopes on our system and do not
>>know what to submit as scope names and definitions.
>>
>>
>
>-----
>Mieko Yamaguchi m.yamaguchi@xxxxxxxxxx
>Technical Services Manager/System Coordinator +44 (0)1248 382970
>Main Library, University of Wales Bangor, UK +44 (0)1248 382979 (Fax)
>
>
>
>
>--__--__--
>
>Message: 10
>From: "Sean" <spark@xxxxxxxxxx>
>To: <innopac@xxxxxxxxxx>
>Subject: Customer Service
>Date: Wed, 23 Jul 2003 09:34:45 -0700
>Reply-To: innopac@xxxxxxxxxx
>
>Thank you all for your supportive comments and helpful advice regarding
>the terrible customer service we have been receiving (paying for) from
>Innovative. We truly appreciate it!
>
>Kind regards,
>
>Sean Park
>Coos County Library Service District
>Coos Bay, OR 97420
>spark@xxxxxxxxxx
>spark@xxxxxxxxxx
>
>
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>
>--__--__--
>
>Message: 11
>From: "Gene Fieg" <gfieg@xxxxxxxxxx>
>To: "'innopacusers'" <innopac@xxxxxxxxxx>
>Subject: Re:All ports in use
>Date: Wed, 23 Jul 2003 09:44:17 -0700
>Reply-To: innopac@xxxxxxxxxx
>
>
>We don't use Millennium in cataloging; we use the text-based system. But we
>used to have all ports in use a lot. We changed the way we closed down our
>computers. Instead of going to the start button and logging out of the
>computer, we first go into the III session we are in and log out from within
>that program before we shut down the computer. That seems to have gotten
>rid of the ghost sessions.
>
>Gene Fieg
>Cataloger
>Claremont School of Theology
>gfieg@xxxxxxxxxx
>
>
>--__--__--
>
>Message: 12
>From: "Abbott, Bruce" <babbot@xxxxxxxxxx>
>To: "'innopac@xxxxxxxxxx'" <innopac@xxxxxxxxxx>
>Subject: RE: All Ports in Use when they are not
>Date: Wed, 23 Jul 2003 11:46:22 -0500
>Reply-To: innopac@xxxxxxxxxx
>
>One problem which has happened with us is that we have had an industrious
>soul who opens the library log all public computers into web sessions of the
>OPAC causing the all ports in use problem.
>
>We have 50 licenses, but when our 30 or so public machines all restart their
>web sessions at once, it pushes us over the limit.
>
>Check with Public Services to see if they restart all sessions at the same
>time as an opening procedure.
>
>Bruce Abbott
>LSUHSC Library
>433 Bolivar St.
>New Orleans, LA 70112
>
>babbot@xxxxxxxxxx
>504-568-6103 (voice)
>504-568-7718 (fax)
>
>
>
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>
>--__--__--
>
>Message: 13
>From: "Bill Topritzhofer" <btopritz@xxxxxxxxxx>
>To: <innopac@xxxxxxxxxx>
>Subject: RE: All Ports in Use when they are not
>Date: Wed, 23 Jul 2003 11:59:37 -0500
>Reply-To: innopac@xxxxxxxxxx
>
>I raised this exact issue with III at the last IUG meeting and was met with
>general silence. It seems since IUG that III has made more of an effort to
>make the situations where user licenses are used more clear, but I think
>this is still somewhat of a problem. Especially since we were never warned
>that all that was we progressed through Millennium implementation we would
>see a much greater use of our user licenses. We resolved the problem by
>purchasing Unlimited Web OPAC, but it would have been nice to know that this
>was coming.
>
> -Bill
>
>~^~^~^~^~^~^~^~^~^~^~^~^~^~^
>Bill Topritzhofer
>Coordinator & Technical Support Specialist
>SWITCH Library Consortium
>btopritz@xxxxxxxxxx
>Ph. 414.351.2423
>Fx. 414.228.4146
>~^~^~^~^~^~^~^~^~^~^~^~^ ~^~^
>
>-----Original Message-----
>From: innopac-admin@xxxxxxxxxx
>[mailto:innopac-admin@xxxxxxxxxx]On Behalf Of Sheila Smart
>Sent: Wednesday, July 23, 2003 11:08 AM
>To: innopac@xxxxxxxxxx
>Subject: RE: All Ports in Use when they are not
>
>
>I've just tested this and find that it does, indeed use two ports. I was
>not aware that this is what happens. We are just starting to implement our
>Millenium Modules now and wish that this had been made clearer us as it
>will inevitably impact on how we arrange our procedures.
>
>At 23-07-03 16:07 Wednesday, you wrote:
>
>
>>I have had this problem as well, and was told by Innovative that if you
>>
>>
>have
>
>
>>a module open and are running a Create List, that that actually counts as 2
>>ports being used.
>>
>>-----Original Message-----
>>From: Roger Dutcher [mailto:dutcher.roger@xxxxxxxxxx]
>>Sent: Wednesday, July 23, 2003 7:43 AM
>>To: INNOPAC Users Group
>>Subject: All Ports in Use when they are not
>>
>>
>>We have had this problem twice this week. Before this it has been
>>intermittent but fairly regular.
>>
>>We have 15 staff licenses. Every so often we are told that All Ports in
>>Use. We diligently go around checking everyone's computers (we are a stand
>>alone, relatively small library) and we can not find 15 milcircs or
>>text-based programs in use. This morning we counted only 11 open programs,
>>which should leave us 4 to use. Still, we were not able to open anymore
>>milcircs.
>>
>>Does anyone else run into this and are there any obvious problems I am not
>>seeing? (We do use a fastprinter attached to our lantronix box (the only
>>thing left on the box) but even then we are not able to account for the
>>other ports being in use.)
>>
>>Roger Dutcher
>>Beloit Public Library
>>409 Pleasant St
>>Beloit WI 53511
>>
>>
>>--
>>This message was distributed through the Innovative Users Group INNOPAC
>>
>>
>list
>
>
>>Public replies: INNOPAC@xxxxxxxxxx Update your subscription options:
>>http://innopacusers.org/list/listinfo/innopac
>>--
>>This message was distributed through the Innovative Users Group INNOPAC
>>
>>
>list
>
>
>>Public replies: INNOPAC@xxxxxxxxxx
>>Update your subscription options:
>>http://innopacusers.org/list/listinfo/innopac
>>
>>
>
>Regards
>
>******************************
>Sheila Smart
>Technical Systems Manager
>University of St Andrews Library
>North Street
>ST ANDREWS
>Fife KY16 9TR
>
>Tel: 01334 462316
>******************************
>
>--
>This message was distributed through the Innovative Users Group INNOPAC list
>Public replies: INNOPAC@xxxxxxxxxx
>Update your subscription options:
>http://innopacusers.org/list/listinfo/innopac
>
>
>
>--__--__--
>
>Message: 14
>Date: Wed, 23 Jul 2003 12:35:15 -0400 (EDT)
>Subject: Re: All Ports in Use when they are not
>From: "Leo Papa" <papal@xxxxxxxxxx>
>To: innopac@xxxxxxxxxx
>Reply-To: innopac@xxxxxxxxxx
>
>
>At Canton Public Library we implemented the "Disconnect X" menu option and
>limited user logins to "3600,0" seconds.
>
>We also broke users out into discreet groups, which helped us identify the
>specific workstations that were hanging up processes. For example, we
>could more easily identify a WS that was logged in twice, once with an
>active and once with an inactive connection.
>
>This may not cover all source of the problem being discussed, but it took
>care of our 'ghost' connections. If a user walks away from an active
>session, or improperly disconnects, Innovate logs them out automatically.
>
>Leo Papa
>
>
>
>
>>Roger Dutcher wrote:
>>
>>
>>>... 15 milcircs or text-based programs in use.
>>>
>>>
>>Roger:
>> Do all the folks using the text-based system know to
>>disconnect (on our menu, choice "X") when they are done? Or
>>do they just "x" out of the window (upper right hand
>>corner)? We were having a similar "All ports in use"
>>problem, and discovered that some people thought clicking
>>the "x" in the upper corner was the same thing as
>>disconnecting when they were done, and so were leaving their
>>session open when they thought it was closed, thus keeping
>>the port in use.
>>
>> Good luck solving your problem -- hope this helps!
>>
>>
>> Sue Brayman, LSS, Monographic Cataloging
>> Dimond Library, UNH Campus
>> Durham, N.H. 03824
>> <Sue.Brayman@xxxxxxxxxx>
>> http://www.library.unh.edu
>>
>>--
>>This message was distributed through the Innovative Users Group INNOPAC
>>list
>>Public replies: INNOPAC@xxxxxxxxxx
>>Update your subscription options:
>>http://innopacusers.org/list/listinfo/innopac
>>
>>
>>
>
>
>Leo Papa
>System Librarian
>Canton Public Library
>papal@xxxxxxxxxx
>734.397.0999 ext 160
>fax 734.397.1130
>
>--__--__--
>
>Message: 15
>Date: Wed, 23 Jul 2003 13:15:20 -0400
>From: "Elisheva Schwartz" <SCHWARTZ@xxxxxxxxxx>
>To: <innopac@xxxxxxxxxx>
>Subject: Re: Customer Service
>Reply-To: innopac@xxxxxxxxxx
>
>So, in other words, ignore them when they say to use CSDirect rather than call. On the other hand, maybe that's why we get such bad service on CSDirect--because other people calll them for everything.
>Food for thought.
>Elshevs
>
>
>
>>>>duffy@xxxxxxxxxx 07/23/03 11:56AM >>>
>>>>
>>>>
>In a way this is like "The squeaky wheel gets the grease." If you open a
>call with Innovative but don't follow up on it, Innovative triage will
>assume it's a less pressing issue, and it will get a lesser level of
>attention than if you actually call the help desk and make daily follow up
>calls for as long as needed. Sometimes it's not clear to the Innovative
>people what a problem is until you talk to them in person. And sometimes
>the problem is not simple to solve. So, to a certain extent, if you do
>have a problem with the software, yes, I think you do actually have to make
>the call and make the follow-up calls, regardless of whether the problem is
>large or small. If you don't, you're implicitly communicating, whether you
>know it or not, the message "This is not a really big deal. Get to it when
>you can."
>
>--Steve
>
>At 10:11 AM 07/23/2003, you wrote:
>
>
>>Hello all,
>>I am a first time poster to this group, and I was wondering if any other
>>installations have experienced the unacceptable level of customer
>>service that our installation has received. Our complaints with
>>Innovative, to Innovative, have gone unresolved or otherwise ignored for
>>the past 4 months. We have several open calls to the Help Desk for
>>critical software issues that have been opened for months, with no
>>response from Innovative regarding their status. We have been an
>>Innovative turnkey installation for over 11 years, and recently upgraded
>>both our hardware and software. We were assigned a project manager 6
>>months ago, and that was basically the last we heard from him. A
>>co-worker discovered that our Implementation Project Manager had
>>actually quit weeks ago, although Innovative never informed us of this.
>>Overall, Innovative's customer support is pathetic. Only when I am in
>>contact with an actual Help Desk technician do I feel an issue is
>>nearing any sort of resolution, so we have resorted to opening calls for
>>every issue, from the most trivial on up. This seems to be our only
>>solution for getting problems into the hands of the people who will
>>actually fix them, and even then timeliness is not guaranteed.
>>
>>Does anyone have any comments to offer as far as the pros and cons of
>>software-only vs. turnkey sites? Any other customer support nightmares
>>with Innovative? Are we the only installation treated this way? The
>>valuable dollars this Library District pays to Innovative for monthly
>>fees related to our turnkey system could be put to much better use by
>>paying someone who can actually get the job done.
>>
>>Thank you for your input, and thank you for bravely reading my wordy
>>tirade.
>>
>>Regards,
>>
>>Sean Park
>>Network Administrator
>>Coos County Library Service District
>>1988 Newmark, Tioga 104
>>Coos Bay, OR 97420
>>spark@xxxxxxxxxx
>>
>>
>>
>>--- StripMime Report -- processed MIME parts ---
>>multipart/alternative
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>> text/html
>>---
>>--
>>This message was distributed through the Innovative Users Group INNOPAC list
>>Public replies: INNOPAC@xxxxxxxxxx
>>Update your subscription options:
>>http://innopacusers.org/list/listinfo/innopac
>>
>>
>
>--
>This message was distributed through the Innovative Users Group INNOPAC list
>Public replies: INNOPAC@xxxxxxxxxx
>Update your subscription options: http://innopacusers.org/list/listinfo/innopac
>
>
>
>--__--__--
>
>Message: 16
>Date: Wed, 23 Jul 2003 11:30:40 -0600
>From: Doug Kariel <dougk@xxxxxxxxxx>
>Subject: Re: Customer Service
>To: innopac@xxxxxxxxxx
>Organization: Athabasca University
>Reply-To: innopac@xxxxxxxxxx
>
>Hi Sean
>
>I suggest that if you are having problems that you talk to the helpdesk
>supervisors and if that doesn't work, talk to the head of custormer
>service. All these names can be found on CS Direct. As well, talk to
>your sales person. If you continue to have problems, send e-mail to
>Jerry directly or phone him. You are paying, so you should insist on
>timely solutions to your problems.
>
>Generally, I have found Innovative help desk staff to be very responsive
>to any problems we have had.
>
>HTH.
>
>Doug
>
>Sean wrote:
>
>
>
>>Hello all,
>>I am a first time poster to this group, and I was wondering if any other
>>installations have experienced the unacceptable level of customer
>>service that our installation has received. Our complaints with
>>Innovative, to Innovative, have gone unresolved or otherwise ignored for
>>the past 4 months. We have several open calls to the Help Desk for
>>critical software issues that have been opened for months, with no
>>response from Innovative regarding their status. We have been an
>>Innovative turnkey installation for over 11 years, and recently upgraded
>>both our hardware and software. We were assigned a project manager 6
>>months ago, and that was basically the last we heard from him. A
>>co-worker discovered that our Implementation Project Manager had
>>actually quit weeks ago, although Innovative never informed us of this.
>>Overall, Innovative's customer support is pathetic. Only when I am in
>>contact with an actual Help Desk technician do I feel an issue is
>>nearing any sort of resolution, so we have resorted to opening calls for
>>every issue, from the most trivial on up. This seems to be our only
>>solution for getting problems into the hands of the people who will
>>actually fix them, and even then timeliness is not guaranteed.
>>
>>Does anyone have any comments to offer as far as the pros and cons of
>>software-only vs. turnkey sites? Any other customer support nightmares
>>with Innovative? Are we the only installation treated this way? The
>>valuable dollars this Library District pays to Innovative for monthly
>>fees related to our turnkey system could be put to much better use by
>>paying someone who can actually get the job done.
>>
>>Thank you for your input, and thank you for bravely reading my wordy
>>tirade.
>>
>>Regards,
>>
>>Sean Park
>>Network Administrator
>>Coos County Library Service District
>>1988 Newmark, Tioga 104
>>Coos Bay, OR 97420
>>spark@xxxxxxxxxx
>>
>>
>>
>>--- StripMime Report -- processed MIME parts ---
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>>---
>>--
>>This message was distributed through the Innovative Users Group INNOPAC list
>>Public replies: INNOPAC@xxxxxxxxxx
>>Update your subscription options: http://innopacusers.org/list/listinfo/innopac
>>
>>
>>
>>
>
>
>
--
************************************************
Asuman AKYUZ
Head of Cataloging
SABANCI UNIVERSITY
Information Center
Orhanli, 34956 Tuzla
ISTANBUL - TURKEY
Tel: +90 216 483 9222
Fax: +90 216 483 9225
mailto: asuman@xxxxxxxxxx
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