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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 below) and file a support ticket with LTS.  Please attach the debug log to the ticket.

Check your printing configuration to confirm you are printing to the correct printer.

    • For the Printing Configuration, you will need to choose the Printer Setup option from the menu after clicking on the Aeon icon in the top left corner of the application window.

This is generally what you want to have, which is "Prompt" checked, but not "Edit." Prompt means that you will get to choose the printer the call slip prints to (usually desirable), while Edit means that rather than print the call slip directly, Aeon will open a word document to be edited before printing. If you do not have the Prompt option checked for a particular template and the Printer selected is not actually available to your computer, you will get error messages. Typically you should leave the Prompt option checked and select the printer to print to you when you try to print a callslip.

Repair Microsoft Office

Repair Windows

Disappearing Requests / Database Settings Error

This error manifests in three 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. You see requests for repositories other than your own
  3. Records created by other staff members aren't appearing in your Aeon account

All of these errors may be caused by a misconfigured DBCChooser.  In the first two, the issue is on your machine; in the latter, it is on your colleague's.

  1. Close Aeon, if it is open
  2. In File Explorer, navigate to C:\Program Files (x86)\Aeon\
    1. On older computers, this may be C:\Program Files\Aeon\
  3. Run DBCChooser.bat
  4. Select Production by entering P
  5. Select your repository by entering its corresponding letter
  6. Start Aeon

Unfiltered Transaction View

If your Aeon client view is not filtered for only your unit's transactions, follow the instructions for correcting a database settings error as described above. If you are seeing a larger number of Aeon transactions than expected or transactions for materials that do not belong to your library, you may need to check your database settings.

Database Connection Error

If you get an error message like the following indicating that you IP address is not allowed to access the server, you will need to check that the network you are on has access to the Aeon server.

In order to use the Aeon client and access the Aeon server, the network you are on needs to be on the whitelist for the Harvard Aeon server firewall. Most of the Harvard Library networks and VPN tunnels have access to the server. If you network/IP address has changed, you may need to contact Atlas to restore access.

Missing Aeon Addons

If you do not have the correct Aeon addons available to you, take the following steps to restore access. 

Confirm that you have access to the Aeon (T:) network drive. If you do not have access to the Aeon drive, see Access to the Aeon Network Drive. 

If you have access to the Aeon drive, but still do not have the addons, you can manually add the addon files to the correct location on your computer. The files are stored on the network drive, at T:\Addons\. Locate the AlmaPrimoCatalogSearch, AlmaBarcodeLookup, Atlas folders and copy the folders. Then paste these folders into your local Addons folder, which you can find at My Documents\Aeon\Addons\. 

You should then restart Aeon and access to the Manage > Addons window to make sure the addons are present.

On the very top of the Aeon client main screen, there are two tabs: Home and Manage. Choose the Manage tab, and then choose Addons

The Manage Addons window will show you any addons you have access to. The addons you use in your unit may vary from what is shown here.



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