Answers to Common Questions

You turn on your computer, double click on the “Sierra” icon, the cursor spins once, you wait…and nothing happens.

Or, you scan a book with a hold and everything seems fine but the transit slip won’t print. Or other strangeness.

90% of the time this can be fixed by clearing the jarcache.

See instructions here: JarCache Error Instructions.pdf

Something just seems “off” – computer feels glitchy, slow, or otherwise just not “right.” Try these things:

Restart Your Computer

Especially if it hasn’t been restarted for a while. We all benefit from the occasional reset and reboot.

Check for Driver Updates

Run Command Update and/or SupportAssist on your Dell computer. See “Care and Maintenance of your (Dell) Computers,” Driver Updates for instructions.

This is especially true if you’re noticing things like screen flashing or freezing or computer “revving” or sounding like it’s working too hard too much of the time.

Check for Windows Updates

Especially for staff computers that don’t have Deep Freeze to cue them to update specifically on Wednesday nights. Note: it does help to leave staff computers on on Wednesday nights the same way you should be leaving public PCs on as it give the computer some “outside of work hours” to download and install updates.

See “Care and Maintenance of your (Dell) Computers,” Windows Updates for instructions.

Check for Malware, especially WAVE Browser

See “Care and Maintenance of your (Dell) Computers,” ACTION: remove Wave Browser Malware for details.

WVLS Staffing Change Form

Help keep our databases up-to-date and our services secure by promptly informing WVLS of all staffing changes, including:

• New hires
• Employees changing job roles and needing changes to their email/ILS access
• Departing employees

This information will be used by WLVS Technology and ILS staff to:

• Create, change, retire email accounts and passwords.
• Create, change, and update permissions and passwords for ILS (Sierra).
• Update WVLS-hosted email lists (WVLS Communications).

Technology Procurement Form

Staff and public use computers procured through the WVLS procurement process assure proper hardware and operating system requirements and 5-year warranty support.

Note: deadline for to place request for billing in the calendar fiscal year is November 30.

Computers procured through 3rd party sources may not be able to be supported by LEANWI technology staff.

 Best practices

• Both staff and public use computers should be replaced after 5 years of service (exception: PCs used for online public catalog access only)
• Windows 11 operating system will be required for all staff and public use PCs after October, 2025. 
• Contact  if the standard configurations available through the procurement form don’t meet your library’s needs or expectations.

Office, Multi-function/All-in-one Printers

LEANWI does not directly support purchase/installation of standard office printers. We highly suggest you work with your local business technology supplier (e.g., EO Johnson Business Technologies, Bauernfeind Business Technologies, Clermont Printing & Office) to purchase or lease an office printer that meets your library’s needs.

Requirements:

• Printer must have a PostScript driver option in order to print from Sierra.

Our preference is for your printer supplier to identify the best printer driver and do an initial install of that driver on your computers. LEANWI will support adding drivers to new, system-procured computers.

Advanced options (e.g., print release codes) must be set up and maintained by your local business technology supplier.

If you choose to direct purchase a printer without going through a local business technology supplier, be prepared to assess whether that printer is compatible with Sierra, self-manage any warranty or service needs, and perform the initial installation and set-up. LEANWI technical staff are limited to supporting installation of printer drivers.

Receipt and Label Printers

WVLS supports receipt printers and label printers through bulk orders. Current models:

• Receipt printer: Star Micronics TSP100
• Label Printer: Zebra ZD220t

To purchase a receipt or label printer, submit your procurement request through the technology procurement form:

Technology Procurement Form

Note: deadline for to place request for billing in the calendar fiscal year is November 30.

If you choose to direct purchase a printer without going through WVLS technology procurement, note the following requirements and/or recommendations:

• Both receipt printers and label printers need drivers that are capable of working with Sierra’s Print Templates.
• Thermal transfer technology generally assures labels that last longer and are more fade resistant than “direct thermal.”
• LEANWI tech support is limited to models available for purchase through WVLS. If you have specific label or receipt printing needs that requires a different model of printer, our ability to provide technical support will be limited.
• Recommend purchasing any technology through a business technology-specific service to assure support and return/replacement options.
  • https://barcodefactory.com
  • https://barcodesinc.com
  • https://cwdg.com
  • https://barcodegiant.com

Contact  with any questions.

What is ?

is your contact for the WVLS technology helpdesk, also known as “Help Scout” to the WVLS staff who monitor it.

Help Scout is a shared inbox where, with one email, you have the eyes of multiple WVLS and LEANWI system staff who are ready and waiting to take on your problems.

What should I use for?

Use to request assistance/troubleshooting with the following topics:

ILS (Sierra): Cataloging, Aspen/online catalog, loan rules, location codes, notices, paging

Technology: Computers, Email, Printers, Internet/wi-fi, Microsoft Windows, DeepFreeze, Pharos, Princh

Collections/Databases: Overdrive/Libby, BadgerLink, Ancestry

Wiscat/ILL

Adding/removing emails from WVLS email lists

Sign up for Makerspace kit booking or request additions to the kit collection (use Lend-Items to reserve kits)

What should I include in my helpdesk ticket?

Please include as much detail as possible about your problem.

Technology: specific computer name, printer name, user name.

Sierra: specific Sierra staff login, patron/item/bib record number.

Specific circumstances when the problem happens, how long it has been happening, who it is affecting.

What you have tried to do to fix it.

Whether you have tried shutting down the program/computer/printer and restarting it.