AMH problem solving and support

February 2024

Quick facts

  • Get support for problems and questions:
  • Use the Emergency stop button to stop the machine before inspecting the AMH to clear an obstruction, touch it, or clean it. The "E-stop" button turns off all mechanical parts of the machine, making it safer to get close.
  • Most issues will be resolved by cleaning or removing obstructions.
  • Your first contacts for problems are your location's AMH specialists. They are a resource for staff, and are trained on maintenance, minor problem solving and escalating issues.
  • Sort Center leaders are system wide AMH resources for staff. Only they will contact Lyngsoe, the AMH vendor.
  • If the AMH can't be used, items can be checked in manually.
  • There will be in-person training at the Sort Center and at your location with your new AMH.

Procedure

AMH and RFID tags

If an item won't run through the AMH or the incorrect title is appears on the staff induction screen, look up the item in Symphony with the Item Search wizard to make sure the item is still in the catalog. 

If the item is in Symphony, check the item’s RFID tag in Bibliotheca staffConnect conversion. 

If the RFID tag data does not match the Item ID, reinitialize the tag. 

If the issue continues, contacting the AMH Core Team at amh@multco.us.

Ergo Carts

If a cart has a red flashing light and you can't activate any of the buttons, hold the round button for a few seconds to reset the cart.

Application

Support tier model

Printable support tier graphic

There is a support tier that shows you who is responsible for resolving problems. 

Most issues will be resolved by staff or location AMH specialists by cleaning or removing obstructions.

There is a support tier that shows you who is responsible for resolving problems. 

Most issues will be resolved by staff or location AMH specialists by cleaning or removing obstructions.

Library staff will:

  • Before using the AMH or if it is not working:
    • Make sure the AMH is on and has power
    • Clear any obstructions
    • Clean PECs, if needed
  • The AMH will alert staff to errors on the monitor and with a flashing yellow light.
    • Turn the AMH off by pressing the red stop button and also use the e-stop.
    • Check for any obstructions or dust on the PECs
    • Press the yellow reset button to reset the AMH
    • If the light continues to flash, there is still an active error
  • Refer issues to a location AMH specialist

Location AMH specialists will:

  • Post their names near the AMH to help their coworkers and oncall staff
  • Do monthly maintenance tasks
  • Try to identify the source of problems, such as obstructions, needed cleaning, or mechanical issues
  • Track issues using an AMH Error Log sheet, if needed
  • May program sort tables, if trained
  • Train library staff, after initial training, and share training resources
  • Will be the main contact with the AMH Core Team at the Sort Center
  • Refer problems that can't be resolved to the AMH Core Team:

The AMH Core Team will:

  • Deal with more complex problems and mechanical issues
  • Switch out parts on the AMH, if available
  • Program sort tables
  • Train Location AMH specialists, after initial training, and recommend training updates
  • Contact IT and Lyngsoe, the AMH vendor
  • Contact Location AMH specialists to share information

IT staff and Lyngsoe will:

  • Connect AMH to Symphony
  • Handle complex outages, repairs and replace parts
  • Implement software and hardware updates
  • Follow up with the AMH Core Team
Contact for details
amh@multco.us
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