Documenting spontaneous Alma disconnections and Performance Issues

Alma users have reported that Alma sometimes disconnects the user from the session, even when the user has been actively using Alma. For this and performance issues, 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.

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)

The method of creating a performance tracking file has changed. Previously a performance tracking file could be created after completing a task and noticing slowness. With this change you need to "Start a Performance Tracking Session" first.

• Select the Alma help menu () > Start Performance Tracking Session.
• 

• Reproduce the performance issue.

• When you have completed recording the session, select the Alma help menu () > Stop Performance Tracking Session and Generate File.
  
  

• The generated performance tracking file can be accessed from the download icon () in your browser.
  
• The file will have this naming convention "E06-0306201757-YYPBS-GENERAL.dat"

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:

• Attach this file with your report. If there are any problems submitting the file through the ticket, you can send it as an attachment in an encrypted email message to LTS Support staff, Emily Kelly (emily_kelly@harvard.edu)  afterward – please include the LibAnswers 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)

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.