Q. How do I fix an issue I'm having with the CloudLibrary or Hoopla app?

Sometimes the apps (like CloudLibrary, hoopla and our mobile app) don't work like they're supposed to, but luckily most of these problems can be solved by trying a few different fixes.

Note: Sometimes the full combination of the following fixes will be necessary to solve the issue. These fixes will take care of a lot of problems you might have with CloudLibrary and other apps, but sometimes the issue is more complicated or could be caused by an issue with your library card (your card could be expired or have a fee balance, for example).

• Are you getting this error?  FAILURE_FULFILLMENT_INDIVIDUAL_POSITION or "There's a problem and this title is unavailable, please contact your library for assistance."
  • Use the "Email us your question" form to send us this information so we can begin troubleshooting.
    • Your library card number
    • The Message that CloudLibrary provides
    • Title and author of the item
    • Is it an eBook or an Audiobook?

If you're experiencing an issue with one of these apps, try some of these fixes to resolve the issue.

General tips for app troubleshooting

Option one: Close the app completely and reopen it

This solution is a great first step in any app issues.

Close the app completely, and then open it again. Unless you close the app completely every time you leave it, it remains running in the background. Completely closing the app forces it to restart, which can sometimes take care of a problem you're having with the app. 

• iOS devices (iPhones/iPads)
  • Close apps on an iOS device with the physical Home button (older devices):
    • Double-press the Home button, which will show you a list of all open apps running the background, starting with the one you most recently opened.
    • Find cloudLibrary/Hoopla and swipe the app up and off the screen. You should no longer see it. 
    • Press the Home button again to exit the list.
  • Close apps on an iOS device without the physical Home button (newer devices):
    • Touch the bottom of the screen and swipe your finger up the screen until the list of all open apps running in the background appears. 
    • Find cloudLibrary//Hoopla and swipe the app up and off the screen. You should no longer see it. 
    • Tap anywhere on the screen outside of the app list to exit the list (anywhere it's blurry). 
• Android device:
  • If your device has a 3-bar icon at the bottom of the screen (along with a home button and a back button), tap the 3-bar icon to view all open apps. Then swipe your finger up to swipe the app up and off the screen. You should no longer see it.
  • If your device does not have the 3-bar icon, swipe up from the bottom of the screen, hold, then let go. 
  • Swipe up on the cloudLibrary/Hoopla app to close it. 

Option two: Close all of the apps on the device and reopen the desired app

Completely close all of the apps currently running on your device, and then try reopening the app. Sometimes when you have a lot of apps running the background, it can cause problems with the device or even with other apps. 

• iOS devices: Follow the steps above to access your open apps list, and then swipe each app up and off the screen to close it. You should be taken back to the Home screen automatically when they're all closed. 
• Android devices: Swipe up the middle of your screen, then swipe from left to right. On the far left, tap Clear all to close all open apps. 

Option three: Turn off the device completely

Our phones/tablets can be restarted or shut down completely on a regular basis. Although there are no specific guidelines, this step can be a preventative maintenance step. It can also be used to help resolve an issue.

• Turn your device off, wait a few seconds, and then turn it back on.
• Note: Sometimes the iPhones and iPads need to be shut down for three minutes to clear their cache (a form of memory).

Clear cache and reinstall

Sometimes the above steps don't quite work, and we need to clear the app's cache (a form of memory). This specific sequence of steps helps to clear the cache and have a completely fresh app installation. 

For Android phones/tablets

Samsung, LG, Google, etc. The following general steps typically work. Since each device is a little different, the settings menu on the device might be slightly different.

1. Ensure a strong network connection (wifi is best)
2. Logout from the cloudLibrary app. (In the cloudLibrary app, tap Account and then tap Logout.) 
3. Swipe away the cloudLibrary app. (Close the app, not just returning to the main screen.)
4. Open your device's Settings.
5. Tap on Apps.
6. Locate cloudLibrary and tap to open its settings.
7. Tap on Storage. Tap Clear Cache. Note: The Clear Cache option might be within another section within the cloudLibrary app info within settings.
8. Close the settings app.
9. Uninstall the app. (Touch-and-hold the app icon and tap the uninstall option or X.) The app should disappear from screen within a minute.
10. Power off the device for about 3 minutes (hold down the power button until the shutdown screen appears and choose shutdown.) **Please note that simply turning off the device will not meet this step. The device requires a full shutdown.
11. Power on the device.
12. Reinstall the cloudLibrary app from the Play Store.
13. Login to the cloudLibrary app.

For iPhones/iPads

Note: The iPhone/iPad settings do not include a direct cache clearing option.

1. Ensure a strong network connection (wifi is best)
2. Logout from the cloudLibrary app. (In the cloudLibrary app, tap Account and then tap Logout.) 
3. Swipe away the cloudLibrary app. (Close the app, not just returning to the main screen.)
4. Uninstall the app. (Touch-and-hold the app icon and tap the uninstall option or X.) The app should disappear from screen within a minute.
5. Power off the device for about 3 minutes (hold down the power button until the shutdown screen appears and choose shutdown.) **Please note that simply turning off the device will not clear the cache. The device requires a full shutdown.
6. Power on the device.
7. Check for a software update within the device settings. Install software update if prompted.
8. Reinstall the cloudLibrary app from the App Store.
9. Login to the cloudLibrary app.

You can also contact us for assistance

You can call us at 941-861-1110, text us at 941-413-2044, or we're available for online chat or email here.