When a user reports a problem, they don't provide many details. The first step in troubleshooting is attempting to replicate the problem. Follow the Record URL link embedded in the problem report to the resource, and try to access the content yourself using the catalog's resource link.

If you have no issues accessing the resource

1. Verify that the patron has an active SSU account. Two ways you can do this is by checking the email they used to report the problem, or checking directly with the patron. If the patron's email ends in sonoma.edu, they have an active SSU account. If they used an alternative email, send them a note to verify that they are a current student, staff, or faculty member at Sonoma State.
2. After verifying the patron a member of SSU, send them either a PDF of the resource, or a direct permalink to the resource in the database.
3. Check that the proxy wrap is included in the URL. It should include the text sonoma.idm.oclc.org in the domain name. If the proxy wrap is not there, transfer the problem to Laura Krier or Kaitlin Springmier for continued troubleshooting.

If the link brings you to a journal/database but not the actual resource

1. Search for the article in the journal or database. If you are able to locate the article, send the patron either a PDF or a direct permalink to the resource in the database after verifying that the patron has an active SSU account.
2. If you are not able to locate the article, direct the patron to place an interlibrary loan request and transfer the problem to Laura Krier or Kaitlin Springmier for continued troubleshooting.

If you cannot access the resource either

1. Transfer the problem to Laura Krier or Kaitlin Springmier for continued troubleshooting.