Alert

COVID-19 Related Library Service News and Updates More Info

Arlington Public Library

Some Users May Experience Issues Related to the System Update

We are aware of these issues related to the System Upgrade, and are working to resolve them as quickly as possible.

LIBRARY SERVICE

STATUS

Library App

 Some features and tasks not yet working as expected. Please use the catalog on the Library website as needed.

Tried to log in with all three temporary passwords, none work

 If you know your library card number and the email address in your library account, you can reset your password.

If you don't know your library card number or have access to email, please contact us for help.
Update Phone Number or Address in Account

Updating contact information is currently not available.
Error "Your hold could not be placed" followed by status message.

Contact the Library for help you if encounter this message.

Hold Queue Placement

After thawing your holds, your placement in line will fluctuate as other patrons with holds on the same titles thaw or freeze their holds.

Lynda.com

Lynda playlists have been restored. If your playlist is not available, contact us.

Reader Interactions

Comments

  1. You have told me to create a new passwork, but no place to do that has appeared.

  2. All you have to do is reset your password on the web site instead of signing in with the new passwords.

  3. I am trying to put a hold on The Diplomat Daughter, but can’t find the button to place a hold, so I can pick up the book on Monday. It says that Central has the book. That is where I would like to get the book. Please help…

  4. Hi — Using the iPhone app I thawed 3 books set for pickup at Westover. I tried to change pick-up to Central but it didn’t change. I then changed my location preference on my account to Central. Still nothing happened. Something is not working properly. Thx. Joyce

    • Joyce, at the moment you can Freeze and Thaw your holds using the Library App, but in order to change your pickup location you need to log in through the website.

  5. Hi!! [1] Could not update the password using the library card account number and my email address. Three tries. [2] Call and was sent to the Central Library, Circulation Department, during business hours. Of course, everyone is busy, but could not leave a message and was told only to call back. (OUCH!). To the good, the temporary password worked! Thanks.

    • Great to know you were able to get logged in at last. Sorry that we were not able to help you in person, it has been a very busy day.

  6. 1)none of the methods and I’ve tried them all several times work 2) why Is this / was done on the cusp of “reopening “3) reduce/ get rid of the number of items on the Menu page) 4) between the holding and thawing what happens to items on the List “page that would have normally Ben on the Hold psge

    • Felix, please contact us today so that we can help you get logged into your account.
      When you thaw your holds, they remain in your account, and on your holds list. Thawing a hold allows it to become available and to move onto the holdshelf once you are #1. As long as your holds are frozen, you can move up the list but never past #1 in line.

  7. Hi , nothing works , I tried plenty of times today and nothing works even tried to update my email or cel number but I can’t find any link to do that .

  9. Is there something wrong with the library app?
    1) It states I have 9 holds, when I have 30. On my husband’s phone, the library app states he has 9 holds as well, when he has more. What’s with the number 9?
    2) Checkouts cannot be sorted by due date, or any other form of sort for that matter (author, title, etc). The sort function is not working (as if there for decoration only).
    3) If you select an item and a box pops up with the option to “View Title in Catalog”, and you select that option, you will get this : Error Unable to find title
    Or, you are shown a new page for the title but with no info available.
    4) Frozen holds are shown to cancel on “Invalid date”.
    5) All these things occur to even a newly updated library app on the latest iPhone model (so cannot say phone is old, or app is not updated).

    Just to inform you that there are issues with the app and hopefully they will be resolved soon.

    • I am having these problems too, especially #3 above. App is still very messed up as of June 25. It also gets stuck on account page and I have to restart my iPhone to get back to other functions. App is pretty much unusable at the moment. How much longer until it is working again?

    • Pending means that you have a hold on that item. At the moment, your placement in line isn’t showing for print holds in the app, so check your account online to see what number you are.

  11. Since the password reset, I can still log on to and download audiobooks on OverDrive, but I am unable to return audiobooks checked out via OverDrive. I have changed my library password, logged out of OverDrive, logged back in to Overdrive (which ONLY recognizes my original password, not the library account password change. I have restarted my phone and my computer to see if that cleared the problem. I’m at my wits end. Something is not syncing correctly between the Library account and the audiobook system. The website I list below is the URL shown on the “error returning title. (500)” message from my cell phone, which I use for Overdrive.

  12. I updated everything on my computer and it works fine. But I can’t access the library app on my phone or on the MP3 player where store my audiobooks. Either there is the spinning wheel of death that never stops (old phone I use as MP3 player), or I get a note about internet connectivity (though I am connected), or I get on the site and enter my card and the reset password, hit account, and nothing happens (on my active phone)

    • Isabel, we had an outage with the App last night until after 10 p.m. If you are unable to connect today, please contact us for help.

  13. One of my hold books says “in transit” which is obviously self-explanatory. But the rest of them say “pending” and then just a number to indicate my place. My ebook holds look as normal with the place listed as “22 out of 34 holds” (or however it’s worded exactly). I’m wondering why the books just say “pending” and what the number means. In theory that number should be my place in line but most of them say #1 and I am quite sure I wasn’t #1 in line for that many books back when the library closed.

    This isn’t a major issue obviously, but I’m just curious.

    • Hi Lorraine, “Pending” does mean that you are in the hold queue for a book. When you are unexpectedly #1, that is because you have thawed your hold ahead of others on hold for the same book, and you may see that number fluctuate as others thaw their holds.

  14. Is there a way to put a “hold” on available items in order to pick up several books from one location? I looked up a few books that are available at different locations, but I would like to at least pick them all up at one location. Is this possible?

    • Lori, when you are able to place holds tomorrow, the only pickup location available should be Central Library. When we have more pickup locations available in the future, you will be able to choose your location when you place your holds.

  15. Hi~
    I miss seeing due dates of items already checked out. This info helps to determine the timing of when I unfreeze my holds so I can minimize trips to the library, which is especially important now with only one pickup location open for limited hours,

    Also, when you click on an item from hold list to view details then return back to hold list, you are taken to top of the list and not back to the place in list that you clicked from. Quite cumbersome.

    Thanks for considering these items! I know you have your hands full with the upgrade and reopening safely.

  16. I am able to update everything on the website but the app keeps saying my credentials are invalid. I even deleted and redownloaded the app with no success. Is this an issue that you guys are aware of? If not just want you to know!

    • Carrie, this is a known issue with the App. If you continue to be unable to validate your new password in the App, please contact us through Online chat, text or phone.

  17. I put one new book on hold (Yay!), but now I can’t put anything else on hold – I keep getting the message: Your hold could not be placed. libraryNotPickupLocation
    This happened after I permanently changed my pickup location to Central, but I can’t figure out a way to change it back. Thanks.

    • Naomi, if you continue to experience this problem, please contact us by phone, chat or text.

  18. I returned 10 items to Glencarlyn on the morning of June 15. As of today, 9 are still checked out to me.

  19. Cannot place holds. Did place three on 6/18; subsequently have not been able to. Today, when I clicked on Hold for my first item, this message was diplayed: “Error (400) placing a hold on this volume.” (It is not checked out to me.) When I clicked on Hold for a second item, this message was diplayed: “Your hold could not be placed. libraryNotPickupLocation.” Obviously I had not selected a Pickup location; I was not given the option.

    • Hi Joyce, please call or contact us by chat today, so that we can help you place the holds you are looking for. We will also then be able to take all the info we need to figure out why you are running into this problem.

  20. I updated everything on the website last week, thawed my holds and changed the pickup location to Central. I was able to put one new book on hold, but now when I try it says my hold cannot be placed libraryNotPickupLocation. But I can’t find a place to change my location to Central. When I pull up my preferences page, it is blank. Any help you can give would be greatly appreciated! Thank you!

    • Laura, this is a known issue that we are working to fix. In the meantime, please contact us by phone, text or chat today so that we can help you.

  21. Hello, this morning cannot access items checked out on Rbdigital: “An error occurred while processing your request.”

    • Joyce, thank you for letting us know – we were able to replicate your error, so we contacted the vendor to let them know there is an issue.

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