November 2024

Quick Facts

• The patron’s account will be unusable until this error is fixed.
• The error is on the vendor’s side, and can usually be fixed within 48 hours.
• The pop-up error message can appear in two different ways:

ITEM database error--unable to process request

Database error--unable to process request

Procedure

Email the Help Desk or fill out the Library IT Help form.

Include:

• the patron’s barcode or User Key (you can look the User Key up in the Modify User Wizard).
• the text of the error message.

If the patron wants to check out before the issue is resolved, follow down-time procedures:

• Write down the patron’s User Key and the item barcode/s.
• Do not use offline circ, as the error also affects it.
• Manually check the item/s out to the patron in Symphony once the account is fixed.