Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 8 Next »

Alma users have reported that Alma sometimes disconnects the user from the session, even when the user has been actively using Alma.

LTS Support will work with Ex Libris to diagnose and resolve this issue, and we need your help to document instances when this happens!

Please gather the following information and files:

Submit everything in a ticket to the LTS Alma Support Center. Depending on the nature of the disconnection, it may not be possible to collect everything – it all helps, so just do your best to get what you can.

Active vs. inactive sessions

Note: Alma is programmed to log the user out automatically after an hour of inactivity. Please only report cases where you've been disconnected from Alma while actively working in Alma or the MDE in the last 10-15 minutes.

1. What were you doing in Alma when it disconnected or when there was a performance issue? (Required)

Examples:

  • "I had the MDE open and was making edits to a bib record, MMS ID# 990140717400203000"
  • "I was in Fulfillment > Return Items and was scanning in items"
  • "I had just created a new set of physical items, set name "My physical items"

2. What specifically did you see when you were disconnected or when there was a performance issue? Was there a error message? (Required)

Take a screenshot image if possible, or if not, copy/paste the text of the error message into your report.

If there's no specific error message, describe what happened in as much detail as you can, for instance, "I was typing in the MDE when the page suddenly reloaded to the HarvardKey logout screen."

3. Copy/Paste a tracking ID from Alma (Preferred, but not always possible)

If you are completely disconnected from Alma, this will be impossible. If Alma is still open at all (or if it spontaneously logs you right back in again), try to gather a tracking ID:

  1. Open the Help menu ("?" in the top banner)
  2. Select "Generate Tracking ID"
  3. Highlight the code that appears in the pop-up and copy it with the Alma Copy button or by typing Ctrl-C
  4. Paste the tracking ID code into your report.

4. Generate an Alma performance tracking file (Preferred, but not always possible)

If you are completely disconnected from Alma, this will be impossible. If Alma is still open at all (or if it spontaneously logs you right back in again), try to save a performance tracking file:

  1. Open the Help menu ("?" in the top banner)
  2. Select "Generate Performance Tracking File"
  3. The browser will download a file with a name like "E06-0306201757-YYPBS-GENERAL.dat" to your computer.
  4. Attach this file with your report. If there are any problems submitting the file through the ticket, you can send it via secure Accellion Kiteworks attachment to Emily Kelly (emily_kelly@harvard.edu) and Maureen Driscoll (maureen_driscoll@harvard.edu) afterward – please include the Footprints ticket number for reference.

5. Capture a HAR file from the browser (Preferred, but not always possible)

A HAR file is a zip file containing a detailed browser log. 

Here are instructions for how to save a HAR file for your current browser tab:

(Adapted from Zendesk)

 Chrome (Windows and Mac)

(Note that if you were not already recording network requests (i.e. you find the Record button in step 4 below is grey), then you may not be able to save the HAR file now. Do turn the Record button on (red) and check the "Preserve log" checkbox, so that if you're disconnected again you'll be ready to save a HAR file next time.)

  1. Open Google Chrome and go to the page where the issue is occurring.
  2. Look for the Vertical ellipsis button () and select More Tools > Developer Tools.
  3. From the panel opened, select the Network tab.
  4. Look for a round Record button (  ) in the upper left corner of the tab, and make sure it is red. If it is grey, click it once to start recording.
  5. Check the box Preserve log.
  6. Click Download. Then save the file to your computer: Save as HAR with Content
 Firefox (Windows and Mac)
  1. Open Firefox and go to the page where you are experiencing trouble.
  2. Select the Firefox menu (three horizontal parallel lines) at the top-right of your browser window, then select Web Developer > Network.
  3. The Developer Network Tools opens as a docked panel at the side or bottom of Firefox. Click the Network tab.
  4. The recording autostarts when you start performing actions in the browser.
  5. Once you have reproduced the issue and you see that all of the actions have been generated in the Developer Network Panel (should just take a few seconds), right-click anywhere under the File column, and click on Save all as Har.
  6. Save the HAR file somewhere convenient.
 Safari (Mac)

Before generating the HAR file, make sure you can see the Develop menu in Safari. If it is not there, follow the instructions under Use the developer tools in the Develop menu in Safari on Mac.

  1. Open the Develop menu and select Show Web Inspector.
  2. Click the Network tab and complete the activity that is causing issues.
  3. Click the Export icon on the far right of the network tab and save the HAR file.
 Microsoft Edge

Edge natively produces HAR files. For more instructions, see the instructions from the Microsoft website. 

  1. Open the Network tool in F12 developer tools.
  2. Export captured traffic as a HAR (CTRL + S).

Attach the HAR file with your report. If there are any problems submitting the file through the ticket, you can send it via secure Accellion Kiteworks attachment to Emily Kelly (emily_kelly@harvard.edu) and Maureen Driscoll (maureen_driscoll@harvard.edu) afterward – please include the LibAnswers ticket number for reference.

  • No labels