Troubleshooting

Troubleshooting

Our Most Frequent FAQs and Resource All in One Place

FAQs

FAQs

  • You can receive both email and SMS notifications about your account.

    Email Notifications

    To receive email notifications about your account, do the following:

    1. Log in to your account.
    2. On the menu, click My Settings.
    3. On the My Settings page, find the Account Information section.
    4. Go to the Email Address page.
    5. In the Email field, enter email address you want to use.
    6. Click Save Changes.
    7. Once you have entered a new address, a confirmation email will be sent to you.
    8. Your change will take effect only after you have responded to the confirmation message.

    SMS (text) Notifications

    SMS is possible with the catalog using a "back-end" activation method.

    1. Log in to the back-end account management site: https://cpalo.iii.com/patroninfo
    2. Go to the Modify Personal Information page.
    3. In the pop-up window, enter a mobile phone number if one is not already present, and select the opt-In checkbox for SMS.screenshot of the opt-in option for sms alerts
    4. Click the Submit button at the bottom of the page to save your changes.
    5. Following this, you will receive a verification text message from the notification system.
    6. Reply YES to this message to begin receiving alerts.
  • To track your borrowing or reading history.

    1. Log in to My Account.
    2. From the My Settings page, go to the Borrowing History page.
    3. Click the setting to turn it on.
  • Your Personal Identification Number (PIN) allows you to access your library account.
     
    If you registered for a new library card before February 17, 2016 your default PIN is the the last 4 digits of your phone number.
     
    If you have forgotten your PIN, please complete a PIN reset.
  • Creating a temporary "online only" account is a great first step, but this doesn't let you use everything in our collection. Good news though—filling out this online form helps you get a full access card faster.

    How to Upgrade

    • Visit the Get a Library Card page for a step-by-step guide. This page explain what to bring and where to go. 
    • Please note that temporary accounts expire after 30 days if they are not upgraded.
  • Yes. Our web printing option works from home or while you're at the library using a laptop or other personal device.

    Mobile devices running current versions of iOS or Android operating systems also have the option of using a dedicated app. See our FAQ on setting up the app.

    Printing Instructions

    Follow these easy steps to get started.

    1. Choose a library to pick up your print from the list below. This allows you to print to any public printer within that specific library     
    2. After clicking the link, you will be taken to a page with instructions, pictured below. Follow the steps on that page to submit your document.
      Image of PrinterOn website
    3. After submitting your document, a Job Reference # will display
    4. Bring your Job Reference # and email address to any Print & Pay Station at the selected library to print.

    For more ways to print, see our other printing FAQs.

  • Here is a list of all eBook services compatible with Android devices.

    Use the drop-down menu on our A-Z pages to view Apple or Kindle compatible apps too!

  • Here is a list of all eBook services compatible with Amazon Kindle.

    Use the drop-down menu on our A-Z pages to view Apple or Android compatible apps too!

  • Here is a list of all eBook services compatible with Apple devices.

    Use the drop-down menu on our A-Z pages to view Kindle or Android compatible apps too!

Tech Troubleshooting by Format

  • Inactive accounts expire after 3 years
  • Fines on an account above $10 will block access to some online resources.
  • Not receiving notification emails: Add LibraryCirculation@cityofpaloalto.org as a safe-sender.
  • Make sure Guest WIFI access has not expired. Many in-library tech issues are caused by this 2-hour timeout.
  • There's a way to filter Libby so you're only looking at eBooks available on Kindle.
  • Update the app! Sometimes logins don't work because there's a newer version.
  • Most apps will have a "download by default" setting making it possible to listen while offline (or driving in areas without cell signal).
  • On laptops and smartphones, there are usually 2 volume settings: the browser and the system.
  • It's easiest to contact eLibrary for Kanopy account issues.
  • Hoopla is the opposite—anyone can update their account number.
  • If it's a video stream that isn't resuming playback, try rebooting the computer or restarting the browser.
  • Digital magazines switch platforms often. If you can't find your magazine check our website for the most up-to-date link.
  • Many digital newspapers have a 24 hour checkout period. You can re-authenticate through the links on our website to "renew" a borrow.
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