Reporting Problems
Call 6-8338 Monday-Friday 9am-5pm for assistance with:
- printing problems, user locked on copier, error messages with the Pharos printing system
- BLC Tech problems
- wireless configuration
- paper jams, toner replacement, copy print quality, error messages, frozen copier display
- need more dry erase markers or chalk
- building problems (for example, problems with the restrooms)
- Note: either a student employee or Support Services staff will be deployed to assist with problems.
Call 410-746-7084 after 5pm and during the weekends for assistance with:
- See above
- Note: John Schweitzer will be answering calls to this number during his regular work schedule. He will send students to assist with tech problems, and he will assist with both tech and non-tech problems.
Problems with E-Resources
- If someone ever reports that e-access to an online journal isn't working, you can directly email our colleagues in Acquisitions! Send an email to eordersmail@jhu.edu. Look up the journal in the library catalog and make sure we actually do have a record for the journal in question and that the problem the patron reports is actually happening. The most common problem we see is a pay wall for articles JHU folks should have access to for free. If the problem is legit, then email Eorders, tell them the nature of the problem, include any necessary links, and mention that you are reporting the issue from the Information Desk.
For those working during the evenings or weekends, John Schweitzer is often available to assist. Call 410-746-7084 to reach him directly. He works the following hours:
Sat. 10 - 6:30 pm
Sunday 1-9:30 PM
Mon., Tues. & Wednesday: 3:30 - midnight
Remember: If you get his voicemail, please leave your name and day/time when you leave a message.
If there is an IT problem (as described below), support outside of normal business hours can be provided by contacting the on-call IT staff member. On-call hours are from 5PM until 8:30AM, M-F and full 24-hour coverage on weekends.
Emergency problems are defined as one of the following:
1. When Library online service is down, including online catalog (Catalyst), Find It, JH Search, ILL, e-reserves, JH Scholar. Due to the complexity of these services, please test and verify that the problem occurs for more than one type of search or transaction, from more than one PC.
2. When Horizon (including failure to do check-in and check-out) is down on more than one PC.
3. When Library’s public Web site is down from more than one PC.
4. When two or more MSEL public printers are not able to print.
5. When five or more MSEL public PCs cannot connect to the internal or outside network.
If, while contacting the support, you have to leave a message, please remember to describe a problem, and leave your name and a contact number. The contact information for the on-call IT personnel can be found on the bulletin board.
If anyone reports a health emergency with a patron, please contact the M-level guard immediately. The guards are trained to handle emergency situations and know who to call to expedite help. If you can't walk to the guards station, you can call them at 410-516-4814.
You may also follow up with Support Services during their department hours or John Schweitzer during his shift in case any further help is needed.