Contacting KLN Hub at Shippensburg

Emergency Server Support – 24 hours, 7 days per week

Shippensburg’s Hub site is dedicated to providing the highest quality of service to our clients. Part of that service is making the server continuously available. These instructions are for those times when your site cannot access the services which reside on the hub. Shippensburg provides 24 hour per day 7 day per week total coverage through a combination of the University Police, call lists, pagers, and cellular telephones. These instructions represent the fastest way to get response from the Hub site staff to handle a critical loss of service.

Who Should Call...
Primary or backup KLN liaison (Please contact the hub administrator if you wish to change the primary or backup liaison for your institution.)

When to Call...

You should contact the Hub site if ...
  • Two or more computers which previously worked, display any of the following messages: “Voyager is not available”, “Unable to save this record”, “Search Timed Out”, “Application Timed Out”, “The system failed while performing your search”, “Connection Refused”, “Connection lost App aborted”
  • All computers accessing a particular module (Circ, Cat, ERL, etc.) are unable to connect, or suddenly abort with unexpected or strange behavior.

When NOT to Call...

You should contact your local system administrator or Endeavor if . . .
  • you have a “functionality” problem or question, call Endeavor
  • you cannot access any Internet hosts (such as EBSCO, another SSHE web site like http://www.passhe.edu or your local campus web site), contact your local help desk.
  • only one specific computer has the problem, contact your local help desk.

Contact Instructions

  1. During normal business hours, 9:00am through 5:00pm:
    Try to contact the Hub Administrator directly.
    E-mail: kln@ship.edu
    Call (717) 477-1494. If you get voicemail after several rings, leave a voice mail message and proceed to the next step if it is an emergency.
  2. Emergency Contact Number
    Use after-hours and weekends and when Hub Administrator is not available.
    Contact the Shippensburg University Police. Call (717) 477-1444.
    Identify yourself, your institution, and your phone number.
    Identify that your problem is with the Keystone Library Network Hub, give a very brief description of the problem or application that you are unable to access, and ask them to contact someone using the “Keystone Library Network Hub Operations Call List.”

Rules of Thumb

A good rule of thumb is to contact Shippensburg’s Circulation desk at 717-477-1461 to determine if they are experiencing the same problem. If they are, the problem is probably with the server; if they are not, the problem is with the network (either the local campus LAN or SSHEnet).


Ping and Traceroute are excellent tools to detect a network problem. If your computer cannot “ping” the voyager server, your Voyager clients will not be able to work either. If your computer cannot “ping”, you can use “traceroute” to see where the problem is.


To run a ping test in Windows:

  1. Click on Start | Run and type


    command


  2. At the DOS prompt, run the following commands:


    ping klnapp1.passhe.edu
    ping klnapp2.passhe.edu
    ping klndb.passhe.edu
    ping pilot.passhe.edu


  3. You should see output similar to the following: 


    C:\WINDOWS\Desktop>ping klndb.passhe.edu

Pinging klndb.passhe.edu [204.235.148.26] with 32 bytes of data:

Reply from 204.235.148.26: bytes=32 time<10ms TTL=254
Reply from 204.235.148.26: bytes=32 time<10ms TTL=254
Reply from 204.235.148.26: bytes=32 time<10ms TTL=254
Reply from 204.235.148.26: bytes=32 time<10ms TTL=254

Ping statistics for 204.235.148.26:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 0ms, Maximum =  0ms, Average =  0ms


Traceroute can be run the same way:

  1. At the DOS prompt, run the following commands:


    tracert klnapp1.passhe.edu
    tracert klnapp2.passhe.edu
    tracert klndb.passhe.edu
    tracert pilot.passhe.edu


  2. You should see output similar to the following: 


    C:\WINDOWS\Desktop>tracert klndb.passhe.edu

Tracing route to klndb.passhe.edu [204.235.148.26]
over a maximum of 30 hops:

  1   <10 ms     1 ms   <10 ms  suhelm.ship.edu [157.160.120.1]
  2   <10 ms   <10 ms   <10 ms  klndb.passhe.edu [204.235.148.26]

Trace complete.
You can also Ping and Traceroute other important Internet hosts, like EBSCO, OCLC, or your campus Web server.