Below are some of the most common quick fixes for errors with the Sierra client and Admin Corner.
This special connection will allow your device to present an on-campus IP address to Sierra.
Heads up! The campus VPN has changed.
Using the new GlobalProtect VPN, you will no longer need to specify a separate "library" VPN connection.
Read more about installing and using the new GlobalProtect VPN.
VPN (Virtual Private Network) is like a tunnel created between your computer or device to the campus network.
Using a VPN connection will allow your off-campus computer or mobile device to appear as if it is on the campus network. This will allow access to most library subscription databases, electronic journals, and electronic books.
Log into VPN with your UARK username and password.
We recommend uninstalling the previous Pulse Secure client before installingthe new GlobalProtect client.
Pulse Secure will be discontinued in summer 2019.
Read more about campus VPN on the ITS web site.
Note that access to some of your home or remote office networked devices may be blocked while connected to VPN. Read more about these security changes on the ITS website.
Using a wireless connection? The Guest wi-fi network does not allow access to Sierra - or many other unusual "ports" or types of connections.
Connect to UARK wi-fi for access to Sierra SDA. More about UARK wi-if.
"All Ports in Use?"
This cryptic message - that won't let you log into Sierra - means that all our staff licenses are in use. We sometimes hit our upper limit of 68 licenses on busy days. If the message persists after a few minutes please contact us at email@example.com so that we can check and free any stuck sessions.
Sierra is not responding even though the Task Manager indicates it is running?
It may be that the initial login window opened offscreen or a dialog box, such as the Insert a field window, has opened off the viewable screen. This is especially common if you use multiple monitors or if you dock a laptop to monitors here at the library, and then work with only the laptop monitor at home.
Here are a few sequences of Windows key strokes that should retrieve the offscreen window for you.
See more tips at Technipages.
If the Sierra client is running slow or hanging, try this before uninstalling and reinstalling the software:
Sierra's "heap size" is the amount of space allocated to the service swap file. Increasing this from the default size is often helpful if staff are having trouble with slowness of freezing when running system-intensive programs (fund-reports, global updates, or processing invoices).
In tracking down an issue, it can be helpful to turn on the Java console to log exceptions and errors encountered by the client. Screenshots can then be sent to Innovative, if necessary. Example:
To turn on the Java console:
The console will run in its own window whenever an instance of the Sierra Desktop App is running; the window is named "iiirunner.exe."
When troubleshooting an issue with the Innovative Help Desk, it can be useful to provide the login of the user and the PID (Process ID) that the Sierra session was using when an issue occurred, This process ID can be used to examine short-term log files.
To find the PID:
Your web browser uses the system Java when using certain components of Sierra, specifically in launching Admin Corner (text-based system).
Java plugins are no longer supported by
You can still use:
If you have problems accessing Admin Corner, follow these instructions for creating exception sites in your Java client.
You must edit your Java settings to allow specific ports to run as exceptions to the general security policy. To do so: