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    360 Search: Report a Broken Connection

    • Product: 360 Search

    What is the process for reporting a broken connection in 360 Search?

    ProQuest makes every effort to keep all of the 360 Search connections we offer working properly, but there are times when a connection may break for a variety of reasons. These may include changes on the vendor side (URLs, linking syntaxes, indexing models, and so on) or technical issues within the software or platforms our services utilize. When you find a 360 Search connection that appears to be broken, follow these instructions to report it to us.
    1. Click the Support Portal option.
      1. Fill in as much information about the connection as you are able, such as the database name, error and your browser version.
      2. Then add a Question Summary, and a brief statement about the request in the Question Detail field.
      3. When you're done, click Continue.
    2. ProQuest's Library Support staff will check the connection s configuration to see if a simple adjustment will fix the problem:
      • If yes, issue is resolved;
      • If no, issue is escalated to next step ...
    3. Library Support staff will check the current development queue to see if the problem has already been reported and queued for a fix:
      • If yes, you will be notified that the problem has already been reported and queued for a fix. You will be asked to subscribe to the Recently Released Connections Answer, which notifies you when the connection is fixed;
      • If no, you will be notified that we will investigate the problem and queue the connection for repair. You will be directly notified by Library Support staff when the fix has been made. In some cases, the Connection Development Team may need to deactivate the connection within 360 Search until it is fixed.

    • Date Created: 9-Feb-2014
    • Last Edited Date: 20-Feb-2014
    • Old Article Number: 7470
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