Client error messages
CaiaSoft not picking up requests
Occasionally CaiaSoft does not recognize requests sent from Aeon. Requests routed to the Awaiting Offsite Ordering queue should appear in the Submitted Offsite Request queue within 15 minutes, which indicates that the request has been accepted by CaiaSoft. If the request remains in the Awaiting Offsite Ordering queue, a ticket needs to be submitted to Atlas to restart/reset the Aeon-CaiaSoft request server.
Rejected requests will appear in the Error Processing Offsite Request queue, where they will remain until manually resolved. This generally occurs because the item requested is already checked out in CaiaSoft. To verify, search for the barcode of the box in CaiaSoft. If it is checked out, it cannot be requested through the Aeon/Caia integration. Archival staff will need to manually locate the box at the repository and reroute the request to share the same status as the other request. Note that upon return, the request that was initially rejected will need to be manually routed to Request Finished to complete the transaction.
Web interface error messages
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To resolve, open the Aeon client and search for the user's account. Under the "additional information" box, reset the expiration date. Save your changes. The user should be able to log in to their account.
Shibboleth login issues
Occasionally, Emory users who use the local authentication option instead of the Emory login option will see the following:
What has happened is that the patron has logged in using the wrong button on the Aeon authentication screen or has created a local account and then tries to log in through Shibboleth. To resolve, search for the patron's account in the client and uncheck the box for Aeon authentication. This box should only be checked for non-Emory affiliated users.
Process payment error
This error occurs when researchers do not properly fill out the payment form for reproduction requests.
To resolve, the user will need to go back into the payment form from their Aeon web account, fill out the requested information, and check the box next to the request:
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Known issue with One Drive for Business and Aeon print slips:
Error message: File in use.
This error will appear when an Aeon user tries to print call slips.
Though a permanent solution has not been found, there are 3 ways to move past the error:
- Locate One Drive icon on the taskbar and right click and quit One Drive. Test print.
- Close all apps that might be blocking One Drives Synchronization: Excel, Word, Powerpoint
- Restart.