Troubleshooting
- Last updated
- May 12, 2023
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Find frequently asked questions (FAQ) and troubleshooting steps (Troubleshooting).
Featured Troubleshooting articles: WorldShare Interlibrary Loan featured articles
Article Exchange
- An article is listed as supplied from article exchange, but we have not received the article.
- Article is stuck in transit from article exchange, why is this happening?
- As a lender, can I put an open access link into the Article Exchange field?
- Can I send and receive documents to and from ILLiad libraries?
- Can the Article Exchange notification be sent directly to the patron?
- How can I access my article after marking it received?
- How can we define our Article Exchange in Policies Directory
- I accidentally clicked "received" on an Article Exchange request before I retrieved the URL and password. How can I find the request again?
- I accidentally hit "Yes" on an article request before I dropped the Article Exchange Article
- I accidentally sent an Article Exchange email to the wrong patron. How can I get it to the correct patron?
- I received the wrong article from the lending library, what should I do?
- I'm having trouble downloading a file from the Article Exchange server
- Article Exchange Error: "Failed to load PDF document"
- "This message could not be sent" error when attempting to send out Article Exchange emails on a new machine
- Why am I receiving requests for articles outside of our coverage dates?
- Why am I seeing the error message "The server response could not be understood" in WorldShare Interlibrary Loan?
- Why are multiple notification emails being delivered for every Article Exchange delivery?
- Why are patrons not receiving their Article Exchange emails?
Borrowing Processing
Borrowing requests
- A request has a status of “Submitted,” what does that mean?
- An article is listed as supplied from article exchange, but we have not received the article.
- An ILL book I loaned came back damaged. What are the rules on damaged or lost books?
- Article is stuck in transit from article exchange, why is this happening?
- Can an Unfilled request be removed from the Expired queue?
- Can I block a library from lending to me?
- As a lender, can I put an open access link into the Article Exchange field?
- Can I request an item from OCLC for Interlibrary Loan?
- Can I reuse a request?
- Can the Article Exchange notification be sent directly to the patron?
- Can the borrowing library view conditional notes from lending library after they are accepted?
- Can the lender string be updated after a request is submitted?
- Can we have unfilled request notifications sent directly to patron emails?
- Can we retrieve a conditional message from a closed ILL request?
- Do I always ship InterLibrary Loan items back in their bags?
- Do ILL requests ever time out?
- Does a library have to be a supplier in order to process a request to them in WorldShare?
- Does the status 'Considering' influence the Days to Respond?
- Does the WorldShare ILL Request Form pull in patron data?
- Error in ILL Some information is incorrect, please review and try again. Please clear copyright by selecting a previously borrowed title...
- How can I access my article after marking it received?
- How can I update the copyright compliance to CONTU Guidelines (CCG) or Compliance Copyright Law (CCL)?
- How do I create an overview of all my closed requests?
- How do I prevent a request from being sent to additional lenders in lender string after one lender accepts?
- How do I request a Book Chapter?
- How do we let a lending library know we want to use IFLA vouchers?
- How long does a request remain in the Unfilled or Expired queue?
- How long does it take for a request to show up in a lender's queue after it is submitted?
- How do I create an eBook ILL request?
- How to disable ILL borrowing requests when the library is closed
- How to search for large print items
- I accidentally clicked "Returned" instead of "Renew" on a request. How can I fix this?
- I accidentally marked a Book request as a Copy and the Borrower received it as closed and complete
- I accidentally marked a request as 'Returned'
- I accidentally told the system that I received an item. How do I correct this?
- I accidentally told the system that I returned an item. How do I correct this?
- I cannot see the lender string text box
- I don't see the renewal button anywhere on my request
- If the Need Before date passes on a request, what happens if there are remaining suppliers in the lender string?
- I'm having trouble downloading a file from the Article Exchange server
- In the Discovery Request form, can patrons change the format of the item they are requesting?
- Is there a way to reply to a conditional request note from a potential lending library?
- Lender String contains the following invalid symbols error
- My borrowing request is marked as Closed/Supplied, but I never received the item. What do I do?
- My copy request was answered as Conditional - Lacks copyright. What does this mean?
- Patron did not return book, but lending library decided not to charge, what do I do?
- Article Exchange Error: "Failed to load PDF document"
- Why is there no button to clear a completed borrowing request?
- Some information is incorrect error appears when sending an ILL request
- We are finding some ILL requests with a status of Closed (Cancelled), but we don’t remember cancelling them
- We've changed our contact / address information. How can we fix it on new requests that we add?
- What do I do if a lending library sent the wrong item?
- What do I do if I returned an item but the lending library hasn't checked it in?
- I completed the request before sending the document to the patron
- What do the different types of 'reasons for no' in the request history mean?
- What does it mean when I get a message in WorldShare that my request is Expired?
- What does referral date mean when processing ILL requests?
- What information is shared between Alma and OCLC for ILL requests using the ILL request transfer service?
- What is OCLC's lost in transit payment policy for ILL?
- What is the needed information to safe list OCLC ILL emails?
- Where can I change the max cost for items that we would like to borrow?
- Where can I find the request history?
- Who entered the WorldShare Interlibrary Loan request into the system?
- Why am I getting a "Request Status contains invalid data for the request" error in WorldShare ILL?
- Why am I getting an error message about invalid symbols when I try to submit a request?
- Why am I getting an error message stating the address is incorrect when processing ILL borrowing requests?
- Why am I getting the 'Field 'Lender String' cannot be empty' error message?
- Why am I unable to transfer ILL requests to WorldShare ILL?
- Why are ILL requests coming through without an OCN?
- Why are multiple notification emails being delivered for every Article Exchange delivery?
- Why are my off-system requests going to Unfilled so quickly?
- Why can't I select certain libraries as supplier for my request?
- Why did my borrowing request come back as unfilled?
- Why did we get an invoice from the Lending Library?
- Why do so many of my automated requests end up in "New for Review"?
- Why does my Custom Holdings Path for copies not auto-populate the lender string?
- Why is an ILL request displaying without information?
- Why is constant data automatically applied to requests?
- Can my ILS integrate with WorldShare ILL or Tipasa?
Configuration
- Can I change my Shipping Address for ILL?
- Can I get an overview of all libraries in a Resource Sharing Group?
- Can the Reasons for No in CLIO be updated to match WorldShare?
- Can the WorldShare ILL Direct Request process requests automatically without going through the New for Review queue?
- How can I set up an automation to route ILL requests to the Review for Purchase queue?
- How can we define our Article Exchange in Policies Directory
- How do I remove lenders from a Custom Holdings Group such as LVIS?
- How do I set up a Custom Holding Group and Path for the Express Digital Delivery Program?
- How do I set up ILL to only loan electronic material, and not physical books that must be shipped and returned?
- How do I turn off email notifications?
- How do I update the default borrowing library information?
- How do I update the email address and contact name for WorldShare ILL?
- How do we update our ILL groups?
- How is the shipped date determined?
- I've updated my loan period in the Policies Directory. Why is the updated loan period not showing in lending requests?
- I receive an error when I upload a logo for book straps
- If I try to create a new automation with the "Age of Material" match to be "0 but no older than 0" years I get an error message and I can't successfully save the new automation.
- Is there an OpenURL request form that would allow our patrons to place WorldShare ILL requests from our local system?
- My LHRs are correctly set up to deflect lending requests, but requests for the items still get through.
- Our pickup locations are not displaying on requests, how do we set that up?
- The 'From' email address is not automatically filled in the email form
- How do we change our library homepage URL listed in our Policies Directory?
- The "Route Request to Review" line keeps reappearing on my borrowing automation after I delete it and save the automation.
- What do the holdings statements in the holdings column mean?
- When I try to create a new Custom Holdings Path, I receive an error: "We are unable to process your request at this moment" / "HTTP Status 500."
- Where can I change the max cost for items that we would like to borrow?
- Why am I getting the error message, "An error has occurred loading the Custom Holdings Paths. Please try again later."?
- Why am I getting the error message "The Constant Data Record Name can only contain letters and numbers" when I try to update Borrower Data for WorldShare ILL?
- Why are ILL requests being autodeflected when we have holdings?
- Why can't I make edits to our scheduled closures in the OCLC Policies Directory?
- Why do I receive an error when creating a new automation?
- Why do our ILL labels continue to show our old address?
- Why is constant data automatically applied to requests?
Constant data
Discover Items
- Failed to find item or no records found error when searching in WorldShare ILL
- I found an item in Worldcat.org, but I cannot find it in WorldShare ILL
- Why am I seeing Open Access View Now links within an ILL record?
- Why do I not see the Discover Items tab in WorldShare Interlibrary Loan?
- Why does my supplier status change to no overnight?
- WorldShare ILL does not select the expected OCN for a request I started in my group catalogue
Featured articles
General
- After logging into WorldShare ILL, I do not see anything on the page
- Can I reuse IFLA vouchers or do they expire?
- Can't see sign out or edit buttons in the Policies Directory
- Do I have to be a Lending Library in order to borrow?
- Do I need to act on the requests that appear under "Borrowing" and "Lending" in Quick Links to make them disappear?
- Do we have to pay for a renewal?
- Error sending message Could not connect to SMTP host error
- How can I find Interlibrary loan contact information for another library
- How can I set a default language for WorldShare ILL or Tipasa?
- When searching in Interlibrary Loan, where does the holdings column information come from? Can I add a custom note?
- How do I add a new ILL group to my library's group affiliations on the OCLC Policies Directory?
- How do I contact a library about an interlibrary loan request?
- How do I get information about OCLC Reciprocal Faculty Borrowing?
- How do I obtain OCLC ILL authorization credentials?
- How do I sell back IFLA vouchers to OCLC?
- How do I turn on notifications?
- How do I update the default lending library information?
- How to close ILL requests with PROFILED status
- How to edit Request Methods and Delivery Methods in the Policies Directory?
- I am getting a message that says "Constant data persistence has been disabled for this request"
- When logging into WorldShare, I am unable to get past the branch screen because the OK button is grayed out
- I can't access my OCLC site?
- I deflected a record on item-level for ILL, but my library still appears on the list of suppliers
- I found an item in Worldcat.org, but I cannot find it in WorldShare ILL
- I only see half the calendar when updating loan policies, why?
- I see only a blank screen when I login to WorldShare.
- ILL Error: "An error occurred processing the request. Unauthorized exception"
- I'm an ILL referral member user, why can't I access Service Configuration?
- Is it possible to block ILL requests by shelving location?
- Is it possible to create a deflection policy to only loan to others in my region or state?
- Is it possible to borrow or lend eBooks and eAudiobooks through WorldShare ILL?
- Is there a retention recommendation for printed ILL requests?
- Is there a way I can tell how many libraries are borrowing and lending through ILL?
- Is today included in the due date adjustment in lender constant data?
- My active ILL requests aren't appearing in WorldShare
- My ILS is not on the list of systems that interoperate with WorldShare Interlibrary loan
- The sidebar is missing in WorldShare ILL
- What are the IP addresses associated with OCLC ILL?
- What field is used to define Material age in ILL requests?
- What is the difference between a copy and a loan?
- What is the difference between Recall Item and Deny Renewal?
- What is the policy for interlibrary loan overdue fines?
- What kinds of general statistics are publicly available for WorldShare ILL?
- What Supplier status should I use when scheduling a Closure?
- Where can I find a list of libraries currently supplying physical materials and accepting returns of physical materials?
- Where can I find the list of libraries participating in the OCLC Express Program?
- Where can I find the roadmaps for WorldShare Management Services?
- Where do I schedule library closures for ILL?
- Why am I seeing Open Access View Now links within an ILL record?
- Why are ILL Request numbers not incremental?
- Why do my ILL requests keep defaulting to the service type of Loan
- Why is an ILL request displaying without information?
- Why is my Overdue Request not in the Quick Links section?
- Why is the ILL Shipped Date one day behind the Received or Requested Date?
Get started
- I see only a blank screen when I login to WorldShare.
- I want to change usernames on a WorldShare account, but the username field is grayed out.
- My ILS is not on the list of systems that interoperate with WorldShare Interlibrary loan
- How do I restart my subscription to WorldShare ILL
- Why is an ILL request displaying without information?
Interlibrary Loan Fee Management
- Can I change the Currency and/or ILL fee after I have supplied the request?
- Do I need a deposit account for IFM in case I turn out to be a net borrower?
- Does OCLC provide data on the number of libraries that charge their patrons for ILL?
- How can I match the IFM debits on my invoice to an ILL request number?
- How do I change the currency in my request?
- How do I change the IFM amount for one item?
- How do I get an IFM fee if the request was originally sent in another currency?
- How do I get IFLA vouchers?
- How do we let a lending library know we want to use IFLA vouchers?
- How to configure IFM for replacement cost billing for lost items
- I didn't check the box for IFM billing. Will I get an invoice?
- I overcharged a library for a request and I need to adjust the amount
- Is it possible to reopen a Closed request to add IFM?
- Is there a fee to use IFM?
- Is there a maximum amount for Interlibrary Fee Management transactions?
- Is there a way in WorldShare to refund an institution for a closed request?
- Is there is a way to add money to our IFM account so we can pay invoices from that money instead of using a purchase order?
- The Lending library changed the IFM charge. Do we have to pay the additional cost?
- What happens if I click "Yes" on a lending request where the IFM max cost is lower than what we charge?
- When did OCLC first roll out the IFM program?
- Where can I find and change my IFM invoice address?
- Who should I contact with questions about my IFM charges and credits?
- Why are some IFM requests not showing up on the ILL Fee Management Program Borrower Report?
- "IFM is disabled for your institution" error
- Why did we get an invoice from the Lending Library?
- Will I get an error message if I try to fill an ILL request for a borrowing library without IFM?
- Will off-system requests show on my IFM reports in Usage Statistics?
ISO ILL
- A request has this message: "This is an ISO-ILL request and cannot be processed in WorldShare ILL. Processing of this request must be completed in your local ISO-ILL management system." What does that mean?
- Alma/Rapido WorldShare integration 400 error
- I receive the error, "Your institution is not authorized to request from ISO 18626 Implementation Group member(s)" when submitting a request in WorldShare ILL
- ISO ILL requests getting a 406 error message
Lending
Lending Processing
Lending requests
- An ILL book I loaned came back damaged. What are the rules on damaged or lost books?
- Article is stuck in transit from article exchange, why is this happening?
- Can I accept a renewal without specifying a new due date?
- Can I undo accidentally marking an item In Transit?
- Can we retrieve a conditional message from a closed ILL request?
- Deflect ILL lending requests using local holdings records
- Do I always ship InterLibrary Loan items back in their bags?
- Do ILL requests ever time out?
- When answering a request, is it more helpful to say no or let the request expire?
- Does having our symbol in a lender string multiple times affect our Days to Respond?
- Does the status 'Considering' influence the Days to Respond?
- How do I become a Lender in Interlibrary Loan?
- How do I change a lending request status to lost?
- How do I set up ILL to only loan electronic material, and not physical books that must be shipped and returned?
- How do I stop my library from getting International Requests?
- How do I turn on ILL lending requests?
- How do I undo a renewal rejection?
- How do you deflect items with a Material Age of less than a year?
- How is the shipped date determined?
- How long does it take for a request to show up in a lender's queue after it is submitted?
- I accidentally charged a borrowing library too much, how do I partially refund them?
- I accidentally hit the wrong reason for "No" when answering “can you supply.” Can I go back and change it?
- I accidentally marked a Book request as a Copy and the Borrower received it as closed and complete
- Is it possible to unrecall an ILL request?
- I accidentally said "no" to a lending request that I am actually able to supply
- I accidentally sent a conditional for a request I cannot fulfill. How can I let the borrowing library know it is not available?
- We accidentally accepted a lending request that we cannot supply
- I accidentally told the system that I did not fill a request. How do I correct this?
- I accidentally told the system that I returned an item. How do I correct this?
- I cannot complete an OCLC request that is showing as Overdue
- I got a request for an item that I own but the OCLC number doesn't match my holding
- I received the wrong article from the lending library, what should I do?
- I want to block all incoming copy requests
- I want to block all incoming loan requests.
- If I choose to Recall Item when I receive a renewal request, does this action also deny the renewal?
- Is it possible for the lender to edit the Due Date field without a request from the borrower?
- Is there a way to reply to a conditional request note from a potential lending library?
- Lender not seeing the renew button
- My deflection policy based on e-license terms is letting through requests for items we want to deflect.
- We cancelled our WorldShare ILL subscription, but we forgot to close a request. Can the request be closed?
- We've changed our contact / address information. How can we fix it on new requests that we add?
- What are all the reasons for no in the "Resource Sharing Lender Reasons for No Report"?
- What do I do In WorldShare ILL if I marked an item as shipped accidentally?
- What do I do when I accidentally closed a request when the Borrowing library still has the book?
- What do the different types of 'reasons for no' in the request history mean?
- What does “aged to unfilled” means in the Request History tab under Supplier History?
- What does referral date mean when processing ILL requests?
- What happens if I click "Yes" on a lending request where the IFM max cost is lower than what we charge?
- What is OCLC's lost in transit payment policy for ILL?
- What is the difference between include and exclude in my library's deflection policies?
- What is the needed information to safe list OCLC ILL emails?
- Why am I getting a "Request Status contains invalid data for the request" error in WorldShare ILL?
- Why am I receiving requests for articles outside of our coverage dates?
- Why am I unable to transfer ILL requests to WorldShare ILL?
- Why are ILL requests being autodeflected when we have holdings?
- Why did my lending request disappear?
- Why does my lending request only show the recall item button?
- Why is constant data automatically applied to requests?
- Why is the Time to Respond column showing less time than our Days to Repond policy?
- Why was an ILL request not deflected when we have the LHR field 008 set to not lend?
- Can my ILS integrate with WorldShare ILL or Tipasa?
- Will off-system requests show on my IFM reports in Usage Statistics?
OpenURL
Policies Directory
- How do I create an electronic delivery method in the ILL Policies Directory?
- How do I remove my library from a Resource Sharing Group?
- I am trying to add a library closure in the Policies Directory, but my changes will not save
- I appear as a Supplier on a title when my Policies Directory Supplier setting is turned off
- I can't sign in to the Policies Directory even with correct credentials
- If we become a non-supplier in Policy Directory, can we still borrow items?
- My deflection policy based on e-license terms is letting through requests for items we want to deflect.
- Our Profile supplier status was set to 'Yes' unexpectedly after additional weather/emergency related closures.
- Which parts of the Policies Directory have actual system impact?
Print
- How can I print a label for a request I've already set to returned?
- How do I print a return label?
- I can't print from WorldShare Interlibrary Loan
- I receive an error when I upload a logo for book straps
- Is it possible for the lender to edit the borrower's shipping address on a submitted request?
- What barcode format do book strap labels use?
- When I try to print from ILL, the screen is blank. How do I fix this?
Purchasing requests
- How can I see a report of my ILL Purchasing Requests activity?
- How can I set up an automation to route ILL requests to the Review for Purchase queue?
- Not all the items on the WorldShare ILL Purchase Request Report have a Date Received filled in.
- Why am I receiving a 'Need Before' contains invalid data for request error in my Purchase Request?
- Why am I receiving a 'Lending Charges' contains invalid data for request error in my Purchase Request?
Reports
- Can I get a list of all books that were requested via ILL this year?
- Do any OCLC reports include IFM refund transactions?
- Do the ILL reports pull from the request date or the received date?
- For ILL Requests that come in during the end of year, which month are they listed under in Usage Statistics?
- How can I see a report of my ILL Purchasing Requests activity?
- How do I produce a report itemizing the cost of each request that was processed in my local currency?
- How do I set up Usage Statistic Reports to be emailed to me?
- How to create a report of titles most requested by patrons via interlibrary loan
- How to figure out the percentage from how many borrowing requests were actually filled.
- In OCLC Usage Statistics, can I see ILL requests by library section, such as Adult or Juvenile?
- What are all the reasons for no in the "Resource Sharing Lender Reasons for No Report"?
- What is the difference between the ILL Borrower Transaction Detail report and the Borrower Overview report
- What is the In-Group Detail Report?
- Where are the ILL statistics for last month?
- Where can I find an overview of all IFM transactions?
- Which OCLC usage statistics report should I use if I am trying to get the number of in state and out of state requests we get for Borrowing requests?
- Why am I not seeing data for a given month in my WorldShare ILL reports?
- Why are duplicates appearing on my ILL reports?
- Why are some IFM requests not showing up on the ILL Fee Management Program Borrower Report?
- Why is the line for the Borrower Activity Overview Report missing in my ILL statistics?
WorldShare Circulation Integration
- Can I set temporary ILL item to automatically check-in upon return in WorldShare?
- How can I keep fines from accumulating on my WMS Interlibrary loan transactions?
- How do I find and delete barcodes created for temporary items?
- Will setting a maximum renewal count block libraries from requesting renewals or will they still be able to ask?