Getting Support When Having an Issue

If you’re having an issue connecting to Koha, try another website to verify your Internet access is working. You may also want to contact another Pioneer library to see if they are having the same problem.

Tip: Instead of writing down patron and item barcode numbers while Koha is down, you can open Notepad and scan barcodes into it. I recommend entering a blank line between each patron so you can see where the checkouts for a patron start and end. Remember to save the file often. Once Koha is back up, you can copy and paste what was scanned from Notepad into Koha. (The Offline Store & Forward backup feature only works if your library is using true 14-digit barcodes for all scanning.)

You can open a support ticket with PTFS/LibLime by:

  1. Sending an email to
  2. Calling 1-888-564-2457 ext.2 and leaving a voice message.
  3. Access the customer support webportal at This is also where you can view the status of your support requests. You should have a login for this that was provided to you during migration.

When reporting an issue to PTFS/LibLime include your contact info, the time of day the issue occurred, and what transaction you were doing (this will direct them to which logs to view to spot the problem).

The most common thing I help other libraries out with in Koha is reports. Feel free to call or email me at if you need help with a report. You are welcome to contact me with any other questions you may have and I will do my best to help you out.

For Koha cataloging questions, Tammy Teasly at Lincoln City Libraries is the best resource. You can email her or call her.

Andrew “Sherm” Sherman, IT Coordinator, Sump Memorial Library

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