If your customers are receiving error messages, encourage them to close out of their browser window, or the AAL Web Application window, and select the link again from your website. If this does not resolve the issue, encourage them to clear their cache.

It is likely that your customers, especially if they are return customers, are viewing a cached version of your Entry Page. To successfully refresh this page, your customers should choose Ctrl+F5 while on the Customer Entry Page. Using these keystrokes will not only refresh the page, but will also reset the cached page to the most recent version.

• The customer entered an inaccurate email address.
• The customer uses an email spam blocker or filter that may filter the email address the transcript is sent from.
• Email transcripts are sent to your customers who wish to receive a transcript of their session from the following email address: AskALibrarian@tutor.com. Your customers will need to enter this address as an allowed email address within their email program.
• To allow customers access to all of their previous sessions without entering an email address after each session, they can create an anonymous log in before and after an online reference session. Using this feature, customers will have immediate access to their previous sessions each time they sign in to their Ask A Librarian™ account.

Once the connection is broken the session is over. When the customer reconnects they are starting a new session and the system will pick the most appropriate provider for them.

Calls may be picked up by unscheduled providers by selecting a customer from the Customers Waiting tab in the provider workspace.

The privileges to install and run the Ask a Librarian� product are as follows:

• To install any of the Ask A Librarian� products the user must be a member of the local "Administrators" group.
• To run any of the Ask A Librarian� products the user belong to the "Users" group.

This is based on the default privileges the Windows operating system assigns to these groups. If the permissions of these groups has been altered by your administrator you may experience different results.

Yes. Bookmarked sites will be accessed by a button named 'Bookmarks' on the browser tool. The program setup tool will allow an admin to populate the bookmarks with client defined URLs and available to all providers associated with the program. In addition, providers may also store their own personal bookmarks.

There is currently no limit to the number of times the application can be downloaded. You may install it at home provided your home machine meets the minimum requirements to run the software.