MyLibrary! Help

Issue: Cannot View Checked Out Items v 3.1.1

• Users are experiencing an error message when attempting to view checked out items in the “My Account” section
  • “Your checked-out items cannot be displayed.”
• Users can still view these items from search.lancasterlibraries.org under the “My Account” section
• Users cannot place item-level holds, which are items that are part of a series
  (e.g. television series – Downton Abbey SEASON 2 DISC 3)

Reported: 9/4/2018

Fix: In Process

Issue: Update Error v 2.1.1

• Users are experiencing an error message when attempting to use MyLibrary! after updating to version 2.1.1
  • “An error occured. If this problem persists, please contact the library askus@lancasterpubliclibrary.org“
• The update causes an issue with the cached login for the application which prompts the error message above when the user tries to access anything requiring their sign in

Reported: 1/12/2018

Fix: Reset Cached Login

• Sign out of My Account by touching the menu button at the top right-hand corner of your screen and touching “Sign Out”
• Sign back in by touching the menu button at the top right-hand corner of your screen and touching “Sign In”
• Enter your library card barcode number
• Enter your account PIN
• Touch “Sign in” button
• Test for error by touching “My Account” button
  • If you still see the error message please proceed to the next set of directions

Reinstall MyLibrary! Application

• Exit the application if opened by double pressing the home button then swiping the application window
• Find the application icon on your screen, touch and hold on the icon until the “x” appears on the top left of the icon
• Touch the “x” to delete the application then press your home button to exit delete mode
• To reinstall find the application in your app store
  • Search for “MyLibrary!”
  • Touch the cloud button to download or “Get” button if available
• Once done open the application and touch “Agree” when ready
• Swipe to enter the library name
• Type “Lancaster”
• You should see an option for “Lancaster County PA Libraries” touch that option
• Sign in with your library barcode and PIN and touch the “Sign In” button
• Test for error by clicking the “My Account” button
  • If this fails, please let your local library know or contact askus@lancasterpubliclibrary.org

Issued: 1/12/2018

Issue: Session Timeout v 2.0.0

• Users are experiencing a session timeout when opening the application on their device
  • This means the user must login to their account every time they open MyLibrary!
• The standard timeout should be 60 days.
  • This means every 60 days a user would need to sign in when opening the application
• The Innovative Development Team is working on resolving the issue
• Android devices are not affected

Reported: 11/16/2017

Fix: Update

Please update your MyLibrary! Application to Version 2.1.1 by going to the App Store and touching the Updates button in the bottom right-hand corner of your screen.

Issued: 11/29/2017

Issue: Cannot View Checked Out Items v 3.1.1

• Users are experiencing an error message when attempting to view checked out items in the “My Account” section
  • “Your checked-out items cannot be displayed.”
• Users can still view these items from search.lancasterlibraries.org under the “My Account” section
• Users cannot place item-level holds, which are items that are part of a series
  (e.g. television series – Downton Abbey SEASON 2 DISC 3)

Reported: 9/4/2018

Fix: In Process

Issue: Update Error v 2.1.1

• Users are experiencing an error message when attempting to use MyLibrary! after updating to version 2.1.1
  • “Unknown Error – see platform patron log for details”
• Users are also seeing a message telling them another update is available even thought they are up to date

Reported: 1/16/2018

Fix: Reinstall MyLibrary! Application

• Exit the application if opened by double pressing the home button then swiping the application window
• Find the application icon on your screen, touch and hold on the icon until the “x” appears on the top left of the icon
• Touch the “x” to delete the application then press your home button to exit delete mode
• To reinstall find the application in your app store
  • Search for “MyLibrary!”
  • Touch the cloud button to download or “Get” button if available
• Once done open the application and touch “Agree” when ready
• Swipe to enter the library name
• Type “Lancaster”
• You should see an option for “Lancaster County PA Libraries” touch that option
• Sign in with your library barcode and PIN and touch the “Sign In” button
• Test for error by clicking the “My Account” button
  • If this fails, please let your local library know or contact askus@lancasterpubliclibrary.org

Issued: 1/16/2018

1. Find the app, touch and hold on the app until you see an “X”
2. Touch the “X” to remove the app
3. Touch “Remove” or “Delete”

1. Find the app, touch and hold the app until you see an “Uninstall” trashcan
2. Drag the app to the  “Uninstall” trashcan

1. Touch your “Start” button
2. Go to “Settings”
3. You’ll see a “System” tab, touch that tab.
4. Then go to “Remove Programs”
5. Touch the application you want to remove to highlight it.
6. Touch “Remove”

1. From the “Home” screen, touch “Settings“.
2. Touch “Apps & Games“.
3. Touch “Manage All Applications“.
4. Swipe over to the right to show “All” apps.
5. Touch the app you wish to remove, then select “Uninstall“.

1. Go to http://search.lancasterlibraries.org/
2. Click the login link
3. Fill in the first two fields (Last Name and Barcode)
4. Leave the PIN field blank and click the submit button
5. You will be prompted to create a PIN

1. Go to http://search.lancasterlibraries.org/
2. Click the login button
3. Click Forgot PIN
4. Fill in the information and submit the form
5. An email will be sent to the email address associated with your library account
6. Follow the instructions to reset your PIN

If you do not have an email associated with your library account – contact your local library for assistance.