Troubleshooting Me Card

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This document contains information that will help your institution diagnose common issues related to circulation and the Me Card.

The server says there is a problem with the customer’s postal code but it looks Ok to me?

Look at the customer’s code and see if there are any mistaken or transposed characters. The character 0 (zero) looks like an uppercase ‘O’ to a human, but to the metro server they are vastly different.

How can I test procrun?

Prunmgr is a GUI application for helping to set up command line options for your startup script. The way to use it on an installed service is:

c:\metro\prunmgr //ES//Metro

I see [user_id].fail files in the logs directory, what’s going on?

The metro server has received a legitimate customer creation or update request but the ILS failed to load the user. For Horizon users, this usually means that the customer’s address is a name that is not listed in your city_st table. Check the city_st table and if necessary add the name and code to the table. Find the customer’s bimport entry in the timestamped bimport files and reload the customer’s account with bimport manually. Alternatively you can cut and paste the customer data into a file named metro-[user_id]-bimport.txt, where the number in the middle is the customer’s user id. The next time the scheduled loader runs it will reload it. For Unix users this usually means that there is a spelling mistake in the symphony.properties file. The fastest way to deal with this is to copy over the user’s information to the ILS and user loadflatuser to create or update the account. See Appendix F for a script that will create the user from a given flat user file on the command line.

What to do with members who are unsuccessful at using the web service?

Verify that the customer is not barred or blocked. If they are, work to resolve the situation appropriately (ie. by taking payment to bring any fees owing below limit, or unbar the card after verifying ID if the card was mailed home). Ensure that the customer has an email address on file. If not, add an email address to their account and try registering through melibraries.ca again. If the registration is still unsuccessful, let the customer know that they can still register manually in person at any of the other member libraries. Each other library would need to call your institution to verify the status of the customer, as per the normal reciprocal borrower procedures. If symptoms persist contact product support (See getting help).

We have had several ME online registrations fail due to unknown city codes. What's going on?

The ‘city code’ is an oddity of Horizon ILSs. The way it works is the metro server looks for a suitable place-name-code in your CITY_ST table and, if one exists, loads the user’s account with that code. Your CITY_ST table might not have an entry for city in question, so the metro server will looked up the code in the Alberta place name code codex, and added it to the account. It knows that the account will not load, but it does provide a way to determine that the customer's city. Once a code is entered into your CITY_ST table, the customer can then be reloaded. If you decide you don’t want to use ‘0305’, you can create any code you want in the CITY_ST table, but then you also have to make an entry for it in your bimport.properties file.