Troubleshooting & FAQ

Overview

Fast answers for the most frequent questions and glitches.

Quick Troubleshooting Table

Problem

Likely Cause

Solution

Cannot scan digital card

Low brightness / glare

Raise brightness to max; angle device; clean screen.

Scan still fails

Older scanner struggles with screen refresh

Tap to copy barcode; key manually; offer physical card.

No push notifications received

OS permission denied

Enable in device Settings → Notifications → Acorn; open app once.

Patron expects auto‑renew push

Feature misconception

Only two pushes: Hold Ready & Courtesy; check Items Out for renewal.

Courtesy push arrived but item overdue next day

Auto‑renew failed / block

Check Items Out for renewal button or blocks; renew manually if allowed.

Renew button missing

Max renewals reached / hold / block

Verify in staff client; explain policy.

Hold edit not saving

Status now In Transit or Ready

Edits limited after transit; act earlier next time.

List description cannot be added

App limitation

Use OPAC to add/edit description.

Light/Dark toggle missing on iOS

Platform design

Change system Appearance in iOS Settings.

Barcode scan icon absent

Camera permission denied

Allow camera permission in Settings → Apps → Acorn.

Pay button missing under Fines

Online payments not enabled for library

Confirm Stripe participation; pay in person if absent.

Multiple accounts disappeared

App reinstalled / data cleared

Re‑add accounts; use Forgot Password if needed.

Forgot password link not working

Missing email in patron record

Add email in staff client then retry.
ipad display and brightness settings
Figure 1. iPad Display & Brightness Settings

Detailed Scenarios

Digital Barcode Fails

  1. Raise brightness

  2. Tilt or rotate device

  3. Tap to copy & manual entry

  4. Use physical card if hardware is older

Push Notification Missing

  1. Update app if needed

  2. Check OS notification permission

  3. Toggle OFF → ON

  4. Open app once (foreground)

  5. If repeats, note timestamp & escalate

lock screen notification android
Figure 2. Lock Screen Notification Example

Forgot Password

  • Tap Forgot Password (OPAC reset page)

  • Confirm email on record

  • Add/update email then retry

password reset screen
Figure 3. Password Reset Form (OPAC)

Switch Accounts

  1. Menu (⋮ / profile) → Add Account

  2. Sign in another account

  3. Use Switch Account after two or more

Do not share a device without logging out; account stays signed in.

FAQ

  1. Does the app show how many renewals remain?

    Yes—each item under Items Out shows remaining count (auto-renewals use the same pool).

  2. Can staff trigger a push notification manually?

    No.

  3. Can patrons create list descriptions in the app?

    No—use the OPAC.

  4. Does uninstalling remove optional tile config?

    No—tiles are configured server-side and return after reinstall.

  5. Why are some notification fields blank on the hold form?

    They are placeholders; saved account preferences still apply on submission.

Best Practices

  • Email notices remain a fallback

  • Demonstrate tap‑to‑copy barcode

  • Encourage enabling push on first launch

  • Periodically verify optional tile URLs still load

Capture device + OS + app version + steps attempted before escalating—reduces back‑and‑forth.

Related Documentation