Anytime you run into an unexpected problem with accessing any of our resources, we encourage you to use our bug reporter tool to log the issue. What happens after you make that report? This is a (very brief) behind-the-scenes look at the process.
All of the information you submit is sent directly to our bug report support team, who’ll start working on the issue as quickly as possible. And the more thoroughly you fill out the form, the more quickly we can get to solving the problem!
The first thing we do is get in touch with you, so that you know that we are working on it. Then, we identify the genesis of the glitch.
Oftentimes the source of the bug is something that we don’t have any control over. For example, a link to an ebook in OneSearch might lead to an incorrect file. In this case, we have to check with the ebook publisher, the database provider, and with our own OneSearch settings. We have a number of knowledge bases that we use to troubleshoot these interconnections, as any one of these points might be the source of the problem. Once we isolate the root cause, we have to contact the tech support teams at these various institutions and ask them to make a correction on their end.
Sometimes it’s an easier fix: it turns out that there was just a momentary hiccup in access. By the time we investigate the problem, it has resolved on its own, or been solved without our intervention.
Sometimes it can be a CUNY-wide problem, in which case we get in touch with the e-resources folks on other campuses and work together to make it right.
Sometimes, if it is a problem that we legitimately can’t solve, we’ll forward the problem to GC IT support, or even all the way up to the CUNY Central Office of Library Services.
Whatever the source of the problem, rest assured that our bug report support team will work tirelessly to identify and solve the problem, and will keep you informed of our progress along the way.
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