Evergreen and Hatch White Screen Issue

A few issues can cause a white screen in Evergreen. The white screen will cause you to be unable to log in. The issues that cause this can include:

• Using the Hatch extension when the Hatch executable file has not been installed (or is incorrectly installed)

• Multiple Chrome profiles

• Windows Updates

Hatch Extension White Screen

Before using this process, ensure that you (the library) has completely cleared the cache for the browser. If you are able to log in again after doing this, do not continue. Warning: clearing the cache has consequences, including removing custom printing templates. We cannot recover these–have a backup prepared in case clearing cache is necessary.

If clearing the cache does not allow you to log into Evergreen, follow the next steps.

1. Remove the Hatch extension using the instructions for removing an extension from their browser instructions. Refresh the Evergreen splash page. If the library can see the login again, we know that Hatch is causing this issue.

2. The library will next need to uninstall Hatch from their Add/Remove programs and reinstall from the install link.

3. On Windows, search for Add/Remove programs, or go to Settings -> Apps -> Installed apps. Find Evergreen ILS - Hatch - Java based Print Service and Local Storage System and select the three dots. Click uninstall and complete the uninstall process.

4. Now, install Hatch from the download link. The current link is:
   https://evergreen-ils.org/downloads/Hatch-Installer-0.3.3.exe

5. Hatch will go through the installation process and add itself to web browsers. Allow this. If it does not automatically do this, add the Hatch extension through the appropriate App store.

6. Confirm that you can now access Evergreen with the extension installed. 

7. Once logged in, set up the receipt printers or other printers in the Hatch settings in Administration -> Workstation -> Hatch (Print Service) Printer Settings. Click Use Hatch for Printing. Do NOT check Store Local Settings in Hatch if this option appears. This can cause the white screen again.

7. Once enabled, libraries should choose the correct printers for their Default and/or Receipt contexts. Refer to local library documentation.

8. Once the printers are set up again and working, libraries can now re-configure their custom receipt templates if needed. Refer to local library documentation.

Multiple Chrome Profiles

Switching Chrome profiles can cause white screen issues in Evergreen. One needs to remove all existing Chrome profiles and fully clear browser data to remedy this issue. Best practice is to use Firefox for Evergreen only and using Chrome for non-Evergreen related activities due to Chrome not handling cache and profile switching well. See the SELCO Browser Workflow Policy for further details.

Windows Updates

Other consortia have reported that Windows Updates can occasionally cause issues with Hatch. Uninstalling and reinstalling the Hatch executable file will fix this.

Possible Additional Troubleshooting Steps

These are currently unconfirmed to assist with the troubleshooting process, but may be useful in case instructions above fail.

Get Evergreen to a point where it works after logging in, such as by disabling/removing the Hatch extension. Ensure cache is cleared.

Once logged in, have the user clear a few items in their workstation settings that are related to Hatch. Go to Administration -> Workstation -> Stored Preferences. The In-Browser Prefs tab will appear. Hit the red delete button next to the item named eg.hatch.login_keys. Then, go to the Hatch Tab. Delete all the values here. In Server Workstation Prefs, search for anything that has eg.hatch in the list and delete it.

Then, uninstall and reinstall the Hatch program.

If you have access to the computer with the command line, you can test the installation of hatch by using the following instructions in the command prompt.

C:\>cd %ProgramFiles(x86)%\Hatch

C:\Program Files (x86)\Hatch>hatch.bat test

If all of these are still not working, you may need to ensure that a recent version of Java is installed; then reinstall Hatch.

References and Sources:

Info Portal Receipt Printer Setup

Evergreen Documentation - Workstation Administration

Evergreen ILS - Installing Hatch

OWWL Documentation for Evergreen Configuration and Printing

Evergreen Indiana Documentation for Downloading and Installing Hatch

PINES Documentation for Workstation Troubleshooting

PINES Documentation for Hatch

CWMARS PDF on hatch (hosted on NCCardinal)

Evergreen Indiana Documentation for Updating Hatch

Evergreen Indiana Hatch FAQ