Page Comparison

Creating a Debug Log

If none of the steps on this page resolve your issue, the next step is to create a support ticket with LTS and include a debug log, which contains detailed information from the Aeon client.  To create a debug log:

1. Go to the Aeon Options screen (main screen → 3-bar menu in the top left → Options)
2. In the bottom section, check off Enable Debug Logging and click OK
   Image Removed
3. Restart Aeon
4. Repeat the steps to cause the error, then close Aeon
5. When sending the support ticket to LTS, attach AeonClient.log (with no number), located in C:\Users\[your username]\Documents\Aeon\Logs
   1. If this directory does not exist, or has no files in it, instead check for an Aeon directory under OneDrive

Table of Contents

Printing Errors

1. Restart your computer.
2. Verify that "Legacy Mail Merge" is selected under the Aeon Options menu (main screen → 3-bar menu in the top left → Options).
   1. If this option is not checked off, Aeon will be unable to print.
3. Verify that you are able to print from other applications, such as Microsoft Word.
   1. If you are unable to, please contact HUIT or your local IT support to set up your print settings in Windows.
4. Confirm that you have both Microsoft Word and Excel installed on your machine.
   1. For Parallels users on Mac, make sure that you have the Windows version of Microsoft Office installed.  If Word is called "Microsoft Word (Mac)" in your Parallels environment, Aeon will not be able to print.
5. Confirm that you are connected to the T:\ drive.
   1. Note that T:\ drive access is limited to Harvard Library sites in Massachusetts only.  If your repository does not have access to the T:\ drive, skip this step.
      
   2. If you are connected to the T:\ drive, you should see this icon under This PC in File Explorer:
      
   3. If you instead see this icon with a red X on it, you may need to re-authenticate with the network.  Double-click on the icon and enter your credentials if prompted.
   4. If you do not see this drive at all, see Access to the Aeon Network Drive.
   5. If none of these steps connected you to the T:\ drive, please file a support ticket with HUIT or your local IT support.
6. If you are still unable to print, please create a debug log (see above) and file a support ticket with LTS.  Please attach the debug log to the ticket.

...

1. Go to the 3-bar menu in the top left → Printer Setup
2. Uncheck "Edit" from each entry in the list
   1. "Prompt" will give you an option to change the printer from within Aeon.  If you only ever use one printer, you can uncheck this.
3. Click OK
   

Barcodes Do Not Print

When printing from Aeon, the barcode may render as a string of characters/numbers set between two asterisks.  This happens when the barcode font (3 of 9) is uninstalled from your computer.

To install the 3 of 9 font:

1. If you recently installed Aeon, restart your computer.
2. Download the 3 of 9 font
3. Right-click the font and install it as an administrator
4. Restart your computer

Disappearing Requests / Database Settings Error

This error manifests in three four ways:

1. When launching the Aeon client, you receive the following error: "Aeon has encountered an error while trying to read the database settings"
2. When you open Aeon, you see a white screen where the list of queues should be
3. You see requests for repositories other than your own
4. Records created by other staff members aren't appearing in your Aeon account

...

1. Open Manage → Addons
2. Select the row for the addon you want to disable
3. In the bottom left corner, select the radio button labeled No
4. Click Save Settings in the top ribbon

Creating a Debug Log

If none of the steps on this page resolve your issue, the next step is to create a support ticket with LTS and include a debug log, which contains detailed information from the Aeon client.  To create a debug log:

1. Go to the Aeon Options screen (main screen → 3-bar menu in the top left → Options)
2. In the bottom section, check off Enable Debug Logging and click OK
   Image Added
3. Restart Aeon
4. Repeat the steps to cause the error, then close Aeon
5. When sending the support ticket to LTS, attach AeonClient.log (with no number), located in C:\Users\[your username]\Documents\Aeon\Logs
   1. If this directory does not exist, or has no files in it, instead check for an Aeon directory under OneDrive