The Marmot office has after-hour support through an on-call phone. On-call support is available Monday – Friday from 5:00 p.m. – 8:00 p.m., and Saturdays & Sundays from 8:00 a.m. – 5:00 p.m. Marmot staff will respond within one hour of receiving the call. To contact the Helpdesk, you can e-mail marmothelp_at_marmot.org or call 970-242-3331 ext 9. Note: if you press 5 (five) no one will get your message until Marmot reopens.
Table of Content
If you are having problems with a Marmot maintained computer, the first step is to reboot or restart your computer. We have found that this fixes a majority of problems.
Can this problem wait until the Marmot office reopens? If so, please send us an email or open a ticket.
Are all the cables securely connected to the computer or monitor?
If you have a scanner or receipt printer, are they attached to the computer?
Trouble with your password; make sure the CAPS LOCK key is off.
Your name
Your library
The computer name (i.e. TLW-6789) and whether it is a Staff or Public computer
A phone number to reach you
A detailed description of the problem
When your primary terminals go down and those terminals are vital to the operation of your library.
When your terminals or communications indicate LINK DOWN.
If your library is experiencing a wide-scale outage.
If your library is cut off from e-mail or other network services.
If PCRes is not working on any of your patron computers.
You have no users licenses when signing into Sierra.
Sierra is extremely slow, frozen, crashing, or you cannot access Sierra.