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Troubleshooting in Evergreen
1. Known Issues
1.1. How to Make Sure Your Browser Has the Latest Evergreen Updates
When we go through upgrades or make changes to the Evergreen code, it can cause problems for your web browser. Your web browser tries to be efficient by holding on to the code it gets to run Evergreen and only periodically making sure that the code it has for Evergreen is up to date. If we make code changes to Evergreen, like an upgrade, your browser may have a mix of old code and new code that causes it to malfunction. There are two strategies to make sure you're not encountering these sort of problems.
First A Test
The first troubleshooting trick with this sort of thing is to log in to Evergreen in incognito mode on your browser and see if there is different behavior there.
To log in to Evergreen in incognito mode, you'll need to register your workstation again because your browser is asking for a completely new copy of the Evergreen code and won't remember any of your settings or information it was saving. If the problem you were seeing in Evergreen is fixed by accessing Evergreen in incognito mode, that's an indication that your normal non-incognito browser is storing Evergreen code from before the upgrade and getting confused by the mix of old code and new code.
There's two strategies to fix that: a Hard Reload or Clear Site Data.
Hard Reload
A Hard Reload (Crtl + Shift + R) asks your web browser to re-download every JavaScript file, image, text file, etc.
Clear Site Data
A more reliable way to start clean is to Clear Site Data. To do so, hit the F12 key on your keyboard while you have Evergreen open in your browser. This will pop up the Developer Tools window to the right side of the content you're looking at in your browser. There are tabs across the top of the Developer Tools. If you click on the Application tab, you'll see an button to "Clear site data"
The downside to this "nuclear option" is that it will blow away some of the Evergreen settings that are stored in your browser's local memory like grid column settings. Clear Site Data will also erase any offline transactions that your browser is holding onto, so be sure to process your offline transactions (or download them) before choosing to Clear Site Data after an upgrade.
Console Errors
Another helpful tool for troubleshooting problems in Evergreen is the Chrome Console. This is another section available in Chrome's Developer Tools. To access it, hit the F12 key while you have Evergreen open and choose the Console tab from the top bar. You may need to hit the >> button to scroll through the tabs if Console isn't showing.
Sending in a screenshot of the errors in the Console tab can be a great clue for the Cardinal team to track down issues you're experiencing. Instructions on how to screenshot can be found here: https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b
"White Screen of Death"
The "White Screen of Death" is where the top green bar shows, but the screen below it was blank. Our first step in troubleshooting was to work through some documentation created by Mobius and Georgia Pines on how to address the issue.
https://pines.georgialibraries.org/dokuwiki/doku.php?id=admin:workstations:troubleshooting
We learned that an older version of Internet Explorer or Microsoft Edge were the only web browsers that would sometimes allow brief access to the 3.1 test environment. (Chrome is the recommended browser.)
We confirmed that both Firefox and Chrome were updated and using the most recent versions. We confirmed that Hatch was installed and enabled. We confirmed that the Java Runtime Environment was up to date.
We went through the steps in Georgia Pines' documentations and cleared the cache and cookies, refreshing the screens (Ctrl + Shift + R) and restarting web browsers. Still no success.
Next, we opened the Chrome browser console (F12) to see if we could find any error messages that would point us in the right direction of the issue. We saw several error messages about access to next.nccardinal.org:7682 (which indicates port 7682). After looking at the firewall configuration we were able to conclude that although port 7682 had been opened on their firewall, the Intrusion Protection System thought that the traffic on port 7682 was a security threat. The Library System was able to determine that the issue was tied to Application Control in the Sonicwall, specifically under the Proxy Access category Encrypted Key Exchange. Once they were able to point the category to exclude the Content Filter Allowed Domains list, the issue was resolved.
Try doing a hard refresh by clicking on the F12 button which brings up developer tools on the right side of the screen (ignore that). Right click on the refresh button next to the little home icon on the upper left of the browser window and select Empty Cache and Hard Reload.
A last-resort method for dealing with Hatch issues is to clear out your Google AppData. Users have found that the white screen issue was resolved after they deleted C:\Users\[username]\AppData\Local\Google.
1.2. Questions and Answers
Web Client
Question: Please explain the difference between the XUL staff client and the web browser client.
Answer: The XUL staff client is software based and is what we have always used to access Evergreen up to this point. XUL Runner is outdated and Evergreen is replacing it with web-based functionality. The web browser client does not require software to access the NC Cardinal database. We recommend only using the Chrome browser for the web client.
Question: Will the web client work on an iPad Pro?
Answer: There are some known issues with the web client and Apple products. Debbie Luchenbill has been able to get it to work on her Mac desktop. Blake Graham-Henderson reported that Chrome is really just Safari on Apple products and the Evergreen community has reported problems with using on iPads.
Question: Will keyboard shortcuts still work in the web client?
Answer: Yes, they will.
Question: Can we still use the staff client for cataloging and administrative functions?
Answer: Yes, we are recommending that you use only circulation functions in the web client for now, and the staff client for the other functions (acquisitions, administration, cataloging, serials, etc.).
Question: Is it possible to add multiple volumes and copies for any branch in your system?
Answer: Yes, it is possible by choosing a different volume-owning location and clicking the "Add Volume" button (button in left corner of screenshot). Then, you can select the number of copies for each branch.
Question: Will self-checks continue to work with Evergreen in the same fashion going forward or will configuration changes be required?
Answer: Yes. At this point, we are expecting present self-checks to interact with Evergreen in the same fashion. Self-checks operate using SIP connection and with the SIP not changing, your self-checks should not be affected with the migration to 3.1. I will be sure to keep you posted if anything changes.
Question: Will all library systems GoLive at the same time?
Answer: All library systems will process their offline transactions at the start of Monday morning, October 15th, and will be able to go live afterwards.
User Interface
Question: When selecting from a list, is it possible to highlight multiple lines by using the Shift key?
Answer: Yes, you can click within the line (but not on the checkbox or hyperlinked text) and use the Shift or Control keys to highlight multiple lines. This will check the selection box automatically and you can choose the desired action from the Actions dropdown menu.
Question: Clicking and dragging column width is much better than the current method of expanding/shrinking arrows. Will these be changed?
Answer: Not in the near future, as far as we know.
Question: How can we add things like patron name to the holds shelf grid?
Answer: The column picker in now a down arrow on the right edge on the Actions bar. Click on the down arrow and select the desired field to add or subtract from the list grid.
Question: Is there a simplified pull list print option in the web client?
Answer: No, but you can select the columns you want to be the highest priority and your list will sort based on those. There is a Print Full Grid action in the web staff client holds pull list to allow staff to print the entire pull list as it displays on the screen. This change also changes the Export CSV action to an Export Full CSV option, which allows you to download as an Excel spreadsheet.
The Simplified Pull List still exists in the XUL staff client, so you may want to print the hold pull list from the XUL staff client, as it will now display subfields 245$n and $p in the title field to make it easier for staff to distinguish between different parts or seasons in a series.
Question: In 3.1, when accessing the Transit List found in Local Administration, all options displayed are available to staff regardless of their permissions. In 2.12, the majority of these options were only available to individuals with an admin password. Once migrated to 3.1, will all options continue to be accessible to all or like 2.12, will permissions go back into effect limiting individuals without appropriate permissions?
Answer: After migrating to 3.1, all current permissions will go back into effect, limiting access to those without appropriate permissions.
Question: In 3.1, is there a way to only have to set the disable highlighting once per workstation?
Answer: No. This action is not considered "sticky" and will have to be done each time when needed.
Working With Patron Accounts
Question: For batch editing patrons, will there be separate permissions for batch patron edits and deleting patrons?
Answer: The patron batch permissions (and all other new permissions) will be allocated as a part of the larger staff permissions project.
Question: When searching for a patron by name (new feature) in the hold screen, will the notification methods carry over after selecting the patron?
Answer: The notifications will either fill in based on the patron preferences previously selected/saved in their account or can be set or changed by staff or patrons when placing the hold.
Question: When checking out to patrons with fines, will the red highlight indicating items checked out with associated fines display in 3.1 as in 2.12?
Answer: Yes, the feature of highlighting items with associated fines that are still checked out will be available in 3.1. Also like in 2.12, the Bills tab will automatically open.
Administration
Question: Does the web client have responsive design?
Answer: No, it is expected in version 3.2.
Question: Do you know if there will be any changes to SIP in this version? Or will the server IP address change?
Answer: No change.
Question: Hatch: My understanding is that it saves both print settings and column settings. Is that correct?
Answer: This issue is in flux. The code to move ALL of these settings onto the server is done and might already be merged. That feature is going to be part of 3.2 so it won't happen for you until you upgrade again in the future. The direct answer is: Hatch has three things it can do (listed in Administration ->
Print / Storage Service ("Hatch"))
(a) Use Hatch For Printing
(b) Store Local Settings in Hatch
(c) Store Offline Transaction Data in Hatch
If item (b) if enabled, should store the column preferences in Hatch. This means that if the browser cache is deleted, you should be able to hook Hatch back up, and poof, the settings are restored.
Question: It seems like there is a default "out of the can" set of column configurations, and that it is possible to save and export column settings. The working group is concerned about column configuration being a pain point for the transition. Could we configure a default "best practice" set of column configurations that everyone would get unless they changed them?
Answer: Sorry, this is code development and not a feature in Evergreen to change. It's not a realistic timeline to implement such a code change.
Question: Will/can column configurations or receipt configurations set up in "next" persist for the upgrade?
Answer: Any settings that anyone makes on the (next) server will not work on the production server because the URL's are different. The URL is how Hatch settings are divided.
Question: If I copy our current templates to a word document, will I be able to paste them back into the new system and locally save each?
Answer: No, the printer configurations for the software client are formatted differently than the templates used in the web client. Documentation on configuring receipt templates in the web client can be found here:
https://nccardinalsupport.org/index.php?pg=kb.page&id=329
Question: Is there a way to add the Parent-Child library system relationship on transit and hold transit slips?
Answer: Cardinal can set up a new default consortium-wide code within the transit and hold transit slips to incorporate the Parent-Child relationship for libraries. Remember that while the default templates can be created for the consortium, coding on the local end for individual system verbiage will need to be done on all workstations within a branch, system. Template files are stored on each workstation that code has been applied.
Question: How long will we be using XUL for cataloging and acquisitions?
Answer: At least until 3.2 upgrade since 3.1 is still too buggy.
Question: How about library settings, circ rules, and other admin functions? Do you have recommendations for using XUL or Webby?
Answer: For library settings, circulation rules, and other admin functions, you would be able to use Webby at this time.
1.3. RFID
Solution for RFID Targeting Login Window in Evergreen Staff Client
- Exit out of Evergreen completely
- Close any other software on the computer
- Make sure rfid pad is up and reading items
- Put a tagged item on the pad, so that you get a pop-up asking where you want the number to go
- Only then can you log into Evergreen (leaving the item in place - critical)
- Once both windows for EG are open, go back to the 3M window, which should ask you to choose one of the EG windows
- Make sure you choose the splash screen as the active window (NOT the login window)
2. Connection to Evergreen
2.1. Latency Test for Connection Issues
New Latency Tester Tool
The Evergreen 3.1 Web Staff Client now includes a section called Tests linked from Administration → Workstation. The Tests page houses a simple tool that can be used to test the latency of the websocket connection between the client and the server (via the opensrf.echo service).
This page displays which Evergreen host server is being queried. Upon hitting the blue "Start Test" button for the first time, it will issue 10 sequentially fired requests in order to get a solid initial average. Clicking the button a second time will take one more measurement and recalculate the average latency. The results can be copied to clipboard for troubleshooting purposes and also cleared from display.