The Support Center has moved!! See the new website https://support.goalexandria.com/  


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Trending FAQs

Here are the most common questions recently answered by Customer Support!

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titleNow that everyone is switched to the makeover in Alexandria, how long is the option to revert to the old version going to be available?

There isn’t a defined time limit for the revert option as yet, but we recommend getting used to the new interface as quickly as possible. The revert option will be available through the end of this school year for sure, but don’t be surprised if the option is gone in the fall.

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titleI love the new look and navigation, and have been using the new version for awhile. How can I turn off all the pop-up messages?

Yes, if you are comfortable with the program and don’t want to see so many of the guides and messages this feature can be turned off in  User Settings. In the upper right corner where you see “Hi, Username” click on the icon to open the user menu and select User Settings. Set the Tutorials to off and click Save.

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titleIt is nearing How do I make sure that all student material is due/returned by the end of year, and I would like to have items returned to the library before the students are excused. Can checkout periods be modified?school?

Use the Calendar to set a Period Due Date, which will enforce the date selected even if a student checks out a book a few days before the end of the year. In the Makeover the Calendar has been moved to Tools > Calendar. Click twice on the date that you want to have all books returned so it shows “Period Due” and then Save at the top of the screen. If you forgot to do this before the last week of the year, don’t worry! After you have set the calendar Period Due then simply run the Utility “Recompute Due Dates” to update all circulation in the database to adhere to the new settingsYes! Depending on if you are in the new makeover or the legacy version, access the Calendar through Preferences (legacy) or Tools (makeover) and then select the Calendar button. In order to designate a period due date, simply find the date you need to have items due and click it twice. It will show “closed” and then “period due”. Items checked out as the period due date nears will be adjusted to be due specifically on this date. If you use more than one calendar, make sure that the Patron Policies are set to default to the correct calendar.

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titleI would like to see how many books were checked out last year. Are there reports that would show those statistics?need to know the usage of my collection this past year, what reports are best for this purpose?

Alexandria has great resources to get usage numbers and statistics in its reports under Go to Tools>Reports or Operations>Reports (makeover) and select the Statistics/Usage category . You can read more about these reports HERE. When you set up the report be sure to use the Selection fields to specify groups of patrons and check the Options tab to format the information displayed. If you have any questions or need assistance please call Customer Support at 1-800-347-4942. and Collection Analysis. Right now the Super Summary requires some fine-tuning on our side, but read about other resources HERE.

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title I am getting ready to do inventory of my library, is there a quick reference about the best way to do this?

For a quick review of the Inventory process, select Inventory from the Tools screen and refer to the video in the Intro tab. Remember that it is important to use the same Inventory start date for all sessions and reports run during the inventory process. If you have questions about how to best manage your inventory process, reach out to  Customer Support at 1-800-347-4942. 



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Administration
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titleWhat are the Integrated Email Services in my email preferences?

Introducing Integrated Email Services for Alexandria and Textbook Tracker. Leave behind the headache of managing your own server, or trusting some external source—we can handle and send all of your Alexandria emails for you. Call us today at 1.800.347.6439 to discuss if this is the best option for your library. 

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titleWe have a new librarian replacing one who left. How do they get a login for Alexandria?

According to new security protocols to protect privacy, a password for access can only be sent to the contact listed as the Primary. Anyone who is not listed as the primary can be edited to become the primary if the former staff in that position is no longer associated with the institution. This can take some time, so any customer who does not have access to Alexandria and needs to be issued a temporary password should expect a brief wait while their contact status is updated. 

We have taken these new policy steps to ensure that only those who should have access to a site can be granted access.

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