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Electronic Resources Troubleshooting

Report a Problem Link - OneSearch (EDS)

If you are experiencing an issue with a specific electronic resource, like an eBook for example, you can always click the Report a Problem link that will be located next to the electronic material in the detailed record. In the screenshot below, the Report a Problem link is highlighted in yellow at the bottom of the webpage. The following tab will show you what you will need to do next.

 

Global warming: the complete briefing catalog record example

After you choose to report a problem through the link next to the electronic material, you will then need to fill out a form where you explain the issue you are experiencing. It is important to include as much information and explanation as you can so that we can resolve the issue promptly. Star icons next to text boxes indicate required fields.

 

Report a Problem Catalog Form

 

 

Screenshots and Videos

Sometimes an issue seems complex and can be difficult to explain, so this is why sending our team screenshots and videos of what you are experiencing is important. If we are able to see exactly what are you experiencing, it is likely we can resolve the problem quicker.

NOTE: There is not an option to include attachments when filling out the Report a Problem form from the link seen next to the materials. If you are wanting to include attachments, please email us directly at lib-erm@fsu.edu or use the Support Portal.

The following tabs will help you find the right application for you, how to use it, and how to send it to the Electronic Resources Department. Keep in mind there are many applications out there that you may also like; the following are just examples of ones our team often uses.

There are various free applications and software that allow you to take screenshots and videos on your computer's screen. Below are a few of them, with tabs that include in-depth instructions for each based on the computer you are using.

For Mac

  • Mac Commands -- for screenshots
    • Press Shift-Command-5 on your keyboard to see the onscreen capture controls.
    • For additional commands and how to use them, please go Here.
  • Grab -- for screenshots
    • This application is already downloaded onto all recent versions of macOS. To access Grab, you can open it from the Utilities folder under Applications.
    • For additional help, go here.
  • LICEcap -- for videos
    • Go to their website here to download the application. Follow the instructions on their website, or go to the tab on this page titled LICEcap.
    • Requirements:
      • Windows: Windows XP/Vista/7/8/8.1/10
      • OSX: macOS 10.4+ (10.6+ for full feature support), PPC or Intel
      • Linux: apparently works with WINE
      • A reasonably fast CPU
      • A healthy amount of RAM (1GB+, especially when encoding to LCF)

For PC

  • Snipping Tool -- for screenshots
    • This application should already be downloaded onto your Windows desktop. Select the Start button, type snipping tool in the search box on the taskbar, and then select Snipping Tool from the list of results.
    • For additional help, go here.
  • ScreenToGif -- for videos
    • Go to their website here to download. Follow the instructions on their website for use, or choose the ScreenToGif tab on this page.
    • Requirements:
      • Windows 7 or later
      • .Net Framework 4.6.1 or later

Here is a short video on using the Snipping Tool on Windows for PC:

Snipping Tool for Windows

Grab is a Mac application that is already installed onto your computer. You can find it in your utilities folder, pictured below:

Grab Mac Application

After clicking Grab > Capture > Window, or using the keyboard shortcut Shift+Command+W, you can take a picture of a window that you select.  A prompt instructs you to choose the window you want to capture and click the “Choose Window.”

Window Grab Prompt

Once you have downloaded the software from ScreenToGif's website, you can find the application on your desktop. After clicking the application, a window will pop up that will allow you to start recording your screen experience. Below is a screenshot of the ScreenToGif application.

 

Screen To Gif Application

 

After choosing the "Recorder" option within the application, another window will open that places your screen within a recording window box pictured in the screenshot below. You will then choose the "Record" option and begin recording.

 

Screen to Gif Application

 

When you are satisfied with your recording, you will then save it onto your computer. Then you can attach it to an email to us, or on our Support Portal form.

After you have followed the instructions on the LICEcap website to download the software, the application will be on your desktop. As shown in the screenshot below, a window box appears after the application has been opened. Choose the 'Record' option, name the file, then LICEcap beings recording after a file has been saved.

 

LICEcap Application

 

NOTE: At the end of the gif when you see the mouse play in the small white box, the application is recording the video. LICEcap asks that you save the video as a file onto your desktop before it begins to record. You can tell when it is recording when the top of the window says [recording].

Report a Problem Link - Catalog (Mango)

If you are experiencing an issue with a specific catalog record, whether it be an electronic resource or physical material, you can always click the Report a Problem link that will be located in the material's detailed record. The Report a Problem link is highlighted in yellow at the bottom of the webpage screenshot below. The following tab will describe what you will need to do next.

Sciences catalog record

NOTE: This support ticket does not send to the Electronic Resources Department, but will instead be directed to Cataloging. If it is an Electronic Resource it will be forwarded to us eventually, but another option is to contact us directly. Please only contact us if it is an electronic resource.

After you choose to report a problem through the link next to the material, a small message box will automatically appear where you explain the issue using text and include your email address. Please fill out the required text boxes for problem description and email, then choose submit.

 

Catalog Report a Problem Form

Report a Problem - Databases

A link to our Databases A-Z list can be found on the main library website. There is no 'Report a Problem' link on this webpage so if an issue is found please contact us directly or visit the FSU Support Portal. Please provide detailed information about the issue or error with screenshots if necessary.

Other ways to Report a Problem

Visit the FSU Libraries Support Portal

Email our department: lib-erm@fsu.edu

Email your cataloging issues to lib-cataloging@fsu.edu

 

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