To report a technical problem

Email Laura at: laujord@uflib.ufl.edu, or post a message to the Ask A distribution list on Outlook mail.  If you do not receive assistance shortly, email the Ask a Librarian helpdesk at: askalibrarian@tblc.org

In the case of serious problems with the Ask a Librarian service, contact: Traci Avet

Monday-Friday, 8:00am - 5:00pm Eastern Time

Phone: 813.622.8252 ext 223

E-mail: avett@tblc.org

If Traci is unavailable, press zero and ask to speak to Diana Sachs-Silveira at ext 234

After hours, please email:  askalibrarian@tblc.org

What are the system requirements for InstantService?

InstantService Agent Console:

Windows 2000 (SP3+), XP (SP1, SP2), or Mac OSX 10.3

Java Run-time Environment Version 5.0

256 Megabytes of RAM (512 Megabytes recommended)

Graphics card capable of 800x600 resolution at 16bits (1024x768 recommended)

56K or faster Internet connection (LAN connection recommended)

Compatible soundcard (recommended)

InstantService Account Administration Utility:

Windows 2000 (SP3+), XP (SP1, SP2), or Mac OSX 10.3

Internet Explorer 6 (Windows), Firefox (Windows or OSX), or Safari (OSX)

Java Run-time Environment Version 5.0

56K or faster Internet connection (LAN connection recommended)

InstantService Customer Chat Client:

Internet Explorer 4.x, Netscape 5.0, Firefox, Opera 7.54, or Safari

28.8K or faster Internet connection

16 Megabytes of RAM

Graphics card capable of 640x480 resolution

Java

Agent machines must run Java 1.5 or higher

Check and update your computer's JAVA Runtime.  but NOT newest version. 

Download Java at:   https://www.instantservice.com/support/jre-6u2-windows-i586-p.exe 

If your browser prompts you to run Active X, please click on information bar, and click yes.  Otherwise, java will be blocked on your machine.

Technical Issues

Agent console does not communicate properly - don't see customer, chat into cyberspace, etc... java.

• During agent console, 'stalled' does not mean locked up.  It is a temporary issue.  Just let the program continue running.
• Logging in to the agent console on some machines, you will be prompted by an information bar asking if you want to run active X.  You must say yes to launch the agent console.
• Screenshare stops working abruptly (and customer or librarian did not end it) - Internet connection lost by customer or agent
• If librarian has Vista or Mac or Screenshare does not otherwise come up, librarian should click on globe icon to launch new screenshare window during same session.
• If prompted for an Account number, it is 6212 (this screen will only appear after a failed login attempt or logging out).
• If agent console launches, but seems to not refreshing - redownload java. 
• If screenshare launches with limited options, update java.
• Message, "agent console can't launch" with lots of code as the error message, agent is trying to use desktop shortcut instead of Toolbox to login. 
• Message, "agent console can't launch" - add "java web launcher" not just java to her approved applications within her firewall.