Troubleshooting Common Issues

If you're experiencing problems using your library's BiblioCommons catalog or account features, try these basic troubleshooting steps before contacting support.

Basic first steps

  1. Check your browser: Ensure you're using a supported browser (Chrome, Firefox, Safari, or Edge) with the latest updates
  2. Disable extensions: Temporarily disable ad blockers and other browser extensions that might interfere with page functionality
  3. Enable required features: Verify that cookies and JavaScript are enabled in your browser settings
  4. Clear cache: Clear your browser's cache and cookies, then reload the page
  5. Try incognito mode: Test the same action in a private/incognito browser window

Connection and loading issues

  1. Check your internet: Verify you have a stable internet connection by testing other websites
  2. Try a different network: Switch from WiFi to mobile data or vice versa to test connectivity
  3. Restart your router: Unplug your modem and router for 30 seconds, then reconnect
  4. Wait and retry: Server issues are usually temporary - try again in a few minutes

Quick Fix Checklist

Before diving deeper into troubleshooting, try these quick solutions that resolve most common issues:

  • Refresh the page (Ctrl+F5 or Cmd+Shift+R)
  • Log out and log back in
  • Clear your browser cache
  • Try a different browser

Browser and App Issues

Resolve common problems with web browsers and mobile apps that might affect your BiblioCommons experience.

Clearing cache and data

Desktop browsers:

  • Chrome: Settings → Privacy and security → Clear browsing data → Select "Cached images and files"
  • Firefox: Settings → Privacy & Security → Cookies and Site Data → Clear Data
  • Safari: Preferences → Privacy → Manage Website Data → Remove All
  • Edge: Settings → Privacy, search, and services → Clear browsing data

Mobile devices:

  • iOS: Settings → Safari → Clear History and Website Data
  • Android: Settings → Apps → Browser → Storage → Clear Cache
  • Library apps: Go to device settings → Apps → [Library App] → Storage → Clear Cache

App-specific troubleshooting

  1. Update the app: Check the App Store or Google Play for available updates
  2. Force close and restart: Completely close the app and reopen it
  3. Restart your device: Power off your phone or tablet completely, then turn it back on
  4. Reinstall if necessary: Delete and reinstall the app if problems persist

Account Problems

Resolve issues related to logging in, account access, and library card connections.

Login and password issues

  1. Forgot password: Click "Forgot Password" on the login page and follow email instructions
  2. Account locked: Contact your library directly if you've exceeded login attempts
  3. Wrong credentials: Verify you're using the correct username/email and password combination
  4. Library card issues: Ensure your library card is current and not expired

Library card connection problems

  1. Invalid card number: Double-check your library card number for accuracy
  2. PIN/password errors: Try your library card PIN or the password you use at library terminals
  3. Expired cards: Visit your library or call to renew expired library cards
  4. Multiple library systems: Add each library card separately in your account settings

Borrowing Issues

Troubleshoot problems with placing holds, checking out items, and managing your borrowed materials.

Hold and checkout problems

  1. Can't place holds: Check if you have outstanding fees or if your card has expired
  2. Digital item won't download: Ensure you have the correct app (OverDrive, Hoopla, etc.) and are logged in
  3. Hold disappeared: Check if the item was automatically checked out to you
  4. Checkout failed: Verify you haven't reached your checkout limit for that item type

Digital content issues

  1. Download problems: Check your internet connection and available device storage
  2. Playback issues: Update your reading/listening app to the latest version
  3. Format compatibility: Verify your device supports the digital format (EPUB, PDF, MP3)
  4. Sync problems: Log out and back into your digital reading apps

Technical Support

When self-help solutions don't resolve your issue, here's how to get additional technical assistance.

Contacting support

  1. Library help desk: Start with your local library's tech support - they know their specific systems
  2. BiblioCommons support: For platform-specific issues, contact BiblioCommons directly
  3. Digital vendor support: For app-specific problems, contact the app provider (OverDrive, Hoopla, etc.)
  4. Include details: Provide your library name, device info, browser version, and specific error messages

Before contacting support

  1. Try the troubleshooting steps listed in previous sections
  2. Note the exact error message or describe the problem in detail
  3. Test the issue on a different device or browser if possible
  4. Have your library card number ready for verification

System requirements

Web browsers (latest versions recommended):

  • Chrome 80+
  • Firefox 75+
  • Safari 13+
  • Edge 80+

Mobile devices:

  • iOS 12+ for iPhone/iPad apps
  • Android 7.0+ for Android apps
  • Latest version of library-specific apps