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Digital Resources

Hoopla

SUPPORT FOR HOOPLA

If patrons are having issues accessing Hoopla, try these things:

  • From the CountyCat Hoopla page, patrons can find the direct Hoopla URL which is http://www.hoopladigital.com/.  Sometimes patrons use their CountyCat PIN for the password here and that is almost always going to be incorrect. When signing up for Hoopla, patrons create their own password and it need not be the same as the PIN used for their CountyCat record. 
  • In addition, the email in Hoopla should match the email address found in the Sierra patron record.
  • If the patron is able to get into his/her Hoopla account but is getting a different error message, guide the person to the gear symbol which is the Hoopla settings area. From there, use the areas provided such as "Library" to double check that the barcode matches what is in Sierra. You can do the same for the patron's email address in Settings.



    The below image is what the PATRON SEES when he/she goes into Hoopla and then into Settings:
  • Login for Hoopla Administrators by Member Library 
    • Each member library has one designated staffer with admin access. Reach out to Jen Schmidt at MCFLS for this information.
    • In Q2-Q3 of 2020, MCFLS will move to ONE shared admin account making the task of looking up patrons easier since sometimes the person selects a library that differs from the RESIDENCE field and the person's actual address. 
    • After logging in as an administrator, you can go to Reports > Patron Finder to look up individuals by barcode or email. If you cannot locate the person, check in Sierra to see what the information on the patron is. Sometimes the person signed up with an older patron barcode. If that is the case, reach out to Jen at MCFLS for help resolving it. 

  • Don't forget that there are MCFLS Movie Ratings & Restrictions by Patron Type for Brown Deer and MPL patrons. Sometimes the patron encounters an error and it has to do with the fact that the person is not old enough to view the material. See the screenshots below.
  • Sometimes the RESIDENCE field in the Sierra record does not match the library selected by the patron upon sign up. Those two must match. Please use this handout and reach out to MCFLS as needed. In the near future, MCFLS will move to ONE shared account whereby this will no longer be an issue and we will have one, unified ADMIN account.  
  • Please explore the two resources below called Hoopla Error Messages Explained AND Hoopla's FAQ.  
     

IMPORTANT THINGS TO NOTE

  • Hoopla is not limited for any type of Sierra patron type code, for any municipality.
  • Hoopla works for patrons who use the CountyCat self registration form to create a new eCard. That form creates a shorter 7-9 digit temporary barcode but access still goes through for that resource.
     

RESOURCES & HANDOUTS

Amazon / Amazon Fire app
Cast Hoopla on Your Smart TV or Big Screen
​CountyCat Hoopla page
Hoopla by Device
Hoopla Error Messages Explained  (These error messages are listed in the Hoopla app too)
Hoopla's FAQ & Troubleshooting  (FAQ boxes page)
How to Download & Stream Steps Handout
How to Hoopla by Mobile Device
Intro to Hoopla on the Web (4:06 video)
MCFLS Staff Training on Overdrive & Hoopla (Whitefish Bay Library, Dec 13, 2018, Google Slides)
Q & A for Hoopla 
Set up Hoopla for Alexa
Stream Hoopla on Your Smart TV
Roku channel
Troubleshooting Hoopla for Androids 

 

ERROR MESSAGES IN THE APP

The first image below is what a patron may see when he/she meets the title limit for the month.  The second image here is what a patron might encounter when his/her library PIN is invalid. Sometime similar may come up if the patron is not old enough to view the title's content.  The error says something is wrong with the library card but the fact is it may just be the patron's AGE.  For more such messages, see the Hoopla Error Messages Explained and/or the Hoopla FAQ help page both mentioned above.

       

 

IMPORTANT NOTES & BUGS

JUNE 10, 2019: On June 10, 2019, MCFLS decreased the number of monthly allotted borrows from 6 to 4 titles per person. The change was done to allow the system to retain the popular service and continue to offer instant access to materials online for all patrons. Should a patron encounter his/her limit they will see the message shown in the image below.  Please see the above document called Hoopla Error Messages Explained if your patron encounters another message unlike this one and/or contact Kate and Jen within MCFLS.

JUNE 2019:
  The company has confirmed that there is a known issue with Hoopla for Apple devices (and some Android devices) where the app does not work in LANDSCAPE mode.  There is no time frame yet on when a fix will be available.

ONGOING:
  Sometimes patrons receive an error message saying they are unable to borrow items and/or a message about a conflict with their email address.  It may be a conflict with the residence code listed in their Sierra patron record and the municipality (residence) selected by the patron when he/she signed up for hoopla. Those two residences must match. Email the LSA at MCFLS who will reach out to hoopla support to fix the code on the patron's behalf.