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.

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).

Option four: Update device software (iOS/android) and reinstall app

• Check your Internet connection. Make sure your device is connected to the Internet and that it's working. This can be checked by verifying your WiFi settings and then trying another app that requires an Internet connection (or another device on the same WiFi). If you're having trouble with something in the app not loading or downloading, it could be caused by a poor Internet connection or no connection at all. 
• Check for software updates for your device, and if there are any, download and install them. Just like apps, software updates are regularly released for all devices and often include fixes for problems other users have experienced. Typically you will be notified when there is a new update available for your device, and sometimes these updates will be installed automatically at night when your device is charging. If your device hasn't installed the latest update then it could be preventing it or apps from running correctly. To check for updates:
  • On an iOS device, open Settings, General, and Software Update. Once you select Software Update, your device will automatically check for new updates. 
  • On an Android device, open Settings, then select System, Advanced, and System Update. If you have any available updates, they should appear here. 

Option five: Delete the app and reinstall it

• Delete the app, then go to your app store and download it again and sign back in. This is another fix that solves a lot of problems.
• Delete the app, turn your device off, wait several seconds, turn the device back on (Sometimes the iPhones and iPads need to be shut down for three minutes), download the app again, and sign back in.

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.