Borrowing policy updates to hoopla app

 

On Tuesday, December 10th, 2019 hoopla Digital pushed out updates to our platform that improved and provided more secure content access in accordance with your library’s patron borrowing policies. The updates were guided by the ILS and SIP best practices and have adapted the updated SIP2 protocols for patron authentication.

When the updates rolled out, hoopla customers and their patrons may have experienced service outages in the form of blocked access from borrowing content. To understand the potential impact, resolutions, and view guided support materials, please refer to the information found below. We strive to ensure you have all the resources necessary to maintain a positive hoopla experience for your patrons.

 

Support Materials

Patron Support

eMail Template

This template provides key message points about the update and is customizable with your library name, key contact personnel, and patron name.

 

Download (PDF) Download (Word)

 
Patron Support

Device How-to Guides

Device specific guides that walk patrons through the necessary steps to update their apps.

 
Downloads (PDF):

iOS Android Web

 
Technical Support

SIP Methods

The following document details out our current SIP methods—used for patron authentication on the hoopla platform—as well as the changes to each method when the new protocols are rolled out.

 

Download (PDF)

 

Frequently Asked Questions

Below you will find answers to some of the most common questions being asked from our library partners.

Support  PIN Authentication  Account Configuration  Technical  General

 
Support

At hoopla, we are committed to servicing our libraries and ensuring our customers, and their patrons, have a second-to-none experience across all of our service offerings. As part of that commitment, our hoopla coordinators are available to work with your library, one-on-one, to make this transition smooth. If you need further support, please contact your coordinator to address any concerns.

NOTE: If your library requires support from its ILS vendor and needs further assistance validating that the necessary requirements have been established for patrons to receive the correct access to hoopla services, libraries can work with their hoopla coordinator to run system-checks to ensure patron access is restored.

The following materials are available to aid your library and your patrons in the update process:

eMail Template

This template provides key message points about the update and is customizable with your library name, key contact personnel, and patron name.


Download (PDF) Download (Word)


Device How-to Guides

Device specific guides that walk patrons through the necessary steps to update their apps.

 
Downloads (PDF):

iOS Android Web

At this time hoopla’s error message is universal for all libraries and cannot be edited. If you feel your patron’s may need assistance in interpreting an error message as a result of the update, or in updating their PIN, you may refer them to the following guides:

Downloads (PDF):

iOS Android Web

To prepare for the update, hoopla advises libraries to provide advanced communication about the update to their patrons. To support in the communication efforts, please note the following resources are available to you and your patrons:

eMail Template

This template provides key message points about the update and is customizable with your library name, key contact personnel, and patron name.


Download (PDF) Download (Word)


Device How-to Guides

Device specific guides that walk patrons through the necessary steps to update their apps.

 
Downloads (PDF):

iOS Android Web

Each library’s scenario is unique. To better understand the update scenario that affects your library and its patrons, and to best understand how to prepare for the update, please review the frequently asked question, "What does the SIP version 2.0 release mean for my staff and patrons?", listed on this page.

There is an option to activate a PIN bypass that will temporarily allow your patrons to continue and access hoopla’s services during the update. Please note that this solution will bypass the library's ILS system and should be taken under careful consideration. If you have questions about this option, or on how to maintain the best experience for your patrons during the update, please contact your hoopla coordinator for support.

 

 
PIN Authentication

The library does not have direct access to update a patron’s PIN within their hoopla account. However, they can direct patrons to a device specific how-to guide (found below), or to hoopla support at feedback@hoopladigital.com. If further assistance is necessary, please contact your hoopla coordinator for support.

Downloads (PDF):

iOS Android Web

If a patron’s PIN is invalid, they will need to go to the settings tab within hoopla and enter the PIN the library assigned to their library card. If you feel your patron may need further assistance, you may refer them to the following step-by-step guides:

Downloads (PDF):

iOS Android Web

The previous SIP2 logic was just looking to see if a PIN was entered, but wasn’t checking the CQ field to determine if the PIN value was correct. However, the protocol was still checking to validate that the library card number was valid as well as any additional restrictions the library had hoopla implement (ex. Block expired cards from the AF field).

To maintain the highest level of privacy for your patrons, hoopla does not access or store patron PIN data in our systems. Due to this policy, hoopla would not be able to see what the patron is using for their current PIN.

To maintain the security of the hoopla app and to ensure your patron’s privacy is upheld, hoopla is unable to update your patron’s PIN automatically. Although, If you feel your patron’s may need assistance in updating their PIN, you may refer them to the following step-by-step guides, or direct them to hoopla support at feedback@hoopladigital.com where one of our support team members can directy assist them in updating their PIN.

If further assistance is necessary, please contact your hoopla coordinator for support.

Downloads (PDF):

iOS Android Web

Yes. To remove any existing PIN requirements please contact your hoopla coordinator.

To correct the borrowing error, patrons can log in to their hoopla accounts via the hoopla website (hoopladigital.com), iOS, or Android devices, and update their PIN as outlined in the following resource guides:

iOS Android Web

Once their PIN have been updated, they can log back in to their hoopla app via their set-top devices to resume borrowing activity.

 

 
Account Configuration

Your library’s account configuration continues to evolve alongside hoopla and industry best-practices. In efforts to maintain the security of the hoopla app and to ensure your patron’s privacy is upheld, periodically these updates are necessary. At hoopla we strive to maintain the best experience for your library and your patrons, and are here to assist you with the current transition.

Until the recent Integrated Library System (ILS) updates, the restrictions put in place by your library were not automatically being read. Although, if when establishing your hoopla services, your library requested that specific field requirements be put in place, those restrictions would have been maintained and enforced by the system.

 

 
Technical/Security Updates

To assist our libraries and their extended staff as the SIP2 protocols are released, please reference the following scenario detailing our current SIP methods—used for patron authentication on the hoopla platform—as well as the changes to each method when the new protocols are rolled out:

Current SIP methods:

hoopla currently uses 4 SIP methods for patron authentication. With each of these methods, note the following:

  • hoopla checks the BL field which returns a response of YES or NO on if a patron library card number was found, and then checks to see if card number is valid.
    • NOTE: In this method the BL field is not checking on the patron’s borrowing status, it is simply checking to see if a library card has been entered into the app, and if the library card number is valid.
  • If a PIN is required by the library, hoopla checks the BL field which returns a response of YES or NO if the PIN is valid.
  • If a PIN is required by the library, hoopla also checks the CQ field which returns a response of YES or NO if the PIN is valid.
  • If specific patron rules have been set up for the library, hoopla checks the AF field for several patron statuses which may include: status on expired library cards, status on patron account blocks, etc.

Updated SIP methods:

hoopla will make updates to all 4 SIP methods outlines above. With each of these methods, note the following updates:

  • hoopla will continue to check the BL field which returns a response of yes or no on if a patrons library card number was found as well as checks to see if the card number is valid.
  • If a PIN is required by the library, hoopla will now check the BL field and then the CQ field to verify that the PIN is valid. If the CQ field returns a response of no, then the patron will now be blocked until their PIN is corrected.
  • If specific patron rules have been set up for the library hoopla will continue to check for these. Such as checking the AF field for patron statuses including expired library cards, patron account blocks, etc.
  • hoopla has added authentication on the following patron status fields (SIP status positions):
    • 0 (charge privileges denied)
    • 1 (renewal privileges denied)
    • 4 (card reported lost or stolen)

Need to share these details?

Download as PDF

No. Patron accounts have always been secure. As part of the SIP2 update, hoopla is enhancing our authentication and security protocols. To ensure that we maintain your patron’s privacy, we do not collect or store any sensitive patron data.

The new SIP2 patron status fields that will be authenticating on are as follows:

  • 0 (charge privileges denied)
  • 1 (renewal privileges denied)
  • 4 (card reported lost or stolen)

 

If you need further information to support correspondence with your ILS vendor, please review the frequently asked question, "Can you provide technical details for my IT or other technical support staff?", listed on this page.

Further information to support correspondence with your ILS vendor can be found in the frequently asked questions listed on this page. Please refer to the question, "Can you provide technical details for my IT or other technical support staff?", for more information.

Further information to support correspondence with your IT staff or ILS vendor can be found in the frequently asked questions listed on this page. Please refer to the question, "Can you provide technical details for my IT or other technical support staff?", for more information.

 

 
General

As a proprietary standard for communication between library computer systems and self-service circulation terminals, the SIP version 2.0 protocol, known as "SIP2", will provide hoopla with the ability to adapt advanced authentication methods, allowing libraries more flexibility in establishing granular patron borrowing policies. With the 2.0 release, hoopla customers, and their patrons, may experience service outages in the form of in-app notifications that block access to borrowing content across hoopla’s mobile, web, set top, and virtual assistant platforms. To understand the potential impact and the scenarios that may result in a disruption in service—as well as options for guided and self-service supportplease review the following information:

 

Electronic Policy Scenarios

The library policies require patrons to utilize a PIN to access hoopla’s services. In this instance, the library and hoopla have worked together to turn a PIN requirement on. When the SIP2 update is in place, the ILS will look for a patron PIN and—in many instances—will be unable to validate if a PIN exists, or may flag the PIN as invalid. This will subsequently deny access to the patron. To resolve this issue, the library can contact its hoopla coordinator and ask to have its PIN requirements turned off—removing the PIN requirement. Although, many libraries may wish to continue requiring a patron PIN and in this instance can work with its ILS vendor to ensure the PIN field is correctly passed, stored and validated.

NOTE: If the library wishes to continue to require a PIN, the patron may receive an error message and be unable to borrow hoopla content when the update is released. To resolve the error, the patron will need to reenter their correct PIN to regain access. If the patron does not remember the PIN requirements, they will need to contact their primary branch for support. If patrons are still being denied access the library will need to work with their ILS to ensure we have access to see the CQ field.


The library policies require patrons to utilize a PIN to access hoopla’s services. In this instance, the library MAY NOT HAVE worked with hoopla to have the PIN requirement turned on. Thus, when the patron first established their hoopla account, they WOULD NOT have been prompted to enter a PIN to gain access to hoopla’s services. When the SIP2 update is in place—for all libraries requiring a patron PIN—hoopla will validate if a PIN requirement is active in its system, and if not, will turn on the requirement. During this time the ILS will look for a patron PIN and will be unable to validate if a PIN exists. This will subsequently deny access to the patron and they will receive an error message when attempting to borrow content on any of the hoopla platforms.

To resolve this issue, the library can contact its hoopla coordinator and ask to have its PIN requirements turned on.

NOTE: When the update is pushed out, library patrons will need to enter a PIN within their applications to regain access to hoopla content. To acquire the necessary PIN requirements, the patron may need to contact their primary library for support.


The SIP2 update may result in new patron status fields being required for authentication. The requirements would be active across all of hoopla’s digital media platforms (mobile apps, websites, etc.). In the event that the requirements are triggered, patrons would be denied access due to incorrect validation against any of three SIP status positions. In accordance with outlined SIP validation methods, the positions that could result in validation errors are as follows:

  • 0 (charge privileges denied)
  • 1 (renewal privileges denied)
  • 4 (card reported lost or stolen)

Although minimal impact is expected, if a patron is experiencing denial of access after the update, libraries can work directly with their ILS vendor to troubleshoot the validation issues on the status positions outlined above.

NOTE: Due to the increase in access requirements presented as part of the SIP2 update—for libraries utilizing the above positions for patron authentication—some patrons currently receiving access to hoopla services, that SHOULD NOT BE due to prior access restrictions, will be denied access and receive an error message when trying to borrow content. Although, if the library IS NOT utilizing the above positions for patron authentication, additional patrons that SHOULD HAVE access could be denied access and receive an error message when they shouldn’t be. To resolve the latter, the library can contact its ILS vendor and ask to have the aforementioned positions turned off.