Desktop Services:
From Links: CIT
links : RedRover
D-LIT
12/2/05; 10/28/05.
Note: The information below is focused on problems discovered
within the Library.
Announced to Library staff: 10/28/04.
Provide information to facilitate library staff (not patrons directly) reporting problems with RedRover. These can be problems impacting Library staff or problems our patrons are having.
1. To the degree possible, confirm the problem is the network, not the patron's or staff member's computer setup.
- If the problem is specific to the laptop setup, see CIT's Troubleshooting problems with patron's set-up web page. At the bottom, it states, "Still having trouble? Please contact the CIT HelpDesk, 255-8990 or <helpdesk@cornell.edu>." [as of 10/1/04].
- Note that in general, wireless services are not as robust as wired network services. Adjust expectations appropriately, please.
2. If the problem is suspected to be the CIT RedRover network itself, email a report to the RedRover team <noc@cornell.edu> characterizing the problem.
- Please cc: Desktop Services <cul-dshelp-l>, even if you are within a contract unit. This will provide Desktop Services staff with a sense of RedRover's health within the entire Library.
- Request that the NOC reply to all addresses in the header when the case is closed.
Although the RedRover wireless service was initially funded by the university and Cornell University Library, the service is managed by CIT.
CIT has not published contact information regarding reporting suspected network problems with RedRover. Dave Barr, the CIT RedRover Project Manager, has advised Oliver Habicht to have Library staff report confirmed or suspected problems encountered with the RedRover wireless network service itself to CIT <noc@cornell.edu>, hence these procedures.
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