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OCLC Support

App crashing when trying to open the library card from "My Account" page.

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Symptom
  • The app crashes when trying to open the digital library card from the "My Account" page.
Applies to
  • CapiraMobile
Resolution

This can happen when the library card PIN is incorrect. Here is how to resolve the issue if that is the case:

  1. Try logging in to the local library ILS  website. 
  2. If you get an “unknown” or other error, change your PIN.
  3. See if you can log into the local library ILS  website after resetting your PIN. If not, you may need to request help from a local librarian.
  4. If you are now able to log in to your local library ILS  website, go back to the Capira App and delete and reenter your Library Card with your new PIN.
  5. Now, try to view your digital library card from the "My Account" page.

 

If that doesn't work,  of if the PIN mismatch wasn't the problem, try the following troubleshooting steps:

  • Restart the device
  • Verify that your device has the latest version of its operating system software installed

 

If none of those steps resolves the issue, please provide the information listed below to your library so that they can contact OCLC Support for further troubleshooting. We will need as much information as possible in order to troubleshoot these crashes:

  • Device information (Apple or Android, model, operating system version) that is experiencing the crash
  • What version of the app is installed
  • Exact replication steps on what is causing the crash:
    • Is the app crashing on launch?
    • Does a specific button/menu option cause the crash?
    • Does a specific action cause the crash?
Additional information

If you change your PIN through your local library ILS  website, you will need to reenter your card in the Capira App.

Page ID
55567