Troubleshooting Hoopla Issues

Unlike our other e-resources, access to Bucks County Library System’s Hoopla collection is

limited to Bucks County residents with a valid library card.

Supported Operating Systems

Web Access:

Titles accessed through a web browser are only available for streaming. They cannot be

Hoopla will run iOS 11.3-13 with version 4.42 of the app. If you are running iOS 13+, you will be

able to update to the newest versions of the app. For best results, it is recommended to use the

latest versions of both the operating system and the app.

The app is available on 4

th

and 5

th

generation Apple TV devices and hoopla supports AirPlay on

2

nd

Android:

Supports most devices running Android 6.0 and above. If running 4.4.4 – 6.0, hoopla can

continue to be used but you will not be able to update the app.

Supports all 1

st

, 2

nd

, and 3

rd

generation Fire TVs.

Roku:

Hoopla offers a Roku channel for devices running 7.6.3 and higher.

Patron Account Issues

Patrons may receive a card error message if they are attempting to create an account in hoopla

using incorrect credentials. The library card number and PIN they enter in hoopla must match

those on record in Sirsi and it must be current (not expired) and in good standing (under the

fine threshold for borrowing).

count towards the patron’s monthly limit.

To avoid several common issues with hoopla, make certain the patron has the most recent

version of the app installed.

If a video is repeatedly skipping or stopping, check the internet connection speed. Hoopla works

over 3G/4G or WiFi network connection, but slow network speeds can cause video playback to

lag or skip.

Problems with Titles Not Opening or Playing Correctly

Perform the follow steps:

 Log out of the app

 Delete the app

 Shut the device down for a minute then turn it back on

App Permissions

iOS App Permissions:

Allowing access to their location may make it easier to locate their library and complete the

registration process.

Granting access to the device’s storage enables the downloading of a title.

Android Permissions:

Granting GPS permission may make it easier to locate their library and complete the

registration process.

Permission to access a patron’s phone must be allowed to enable hoopla to pause playback

when a phone call is received.

Download permission must be granted to enable access to a device’s storage.

content. Delete the download and re-download the title. If that does not correct the issue,

uninstall the app and reinstall it.

Troubleshooting Android

Some Android devices have issues with audio playback when the available RAM gets low caused

by many apps being open in the background. Try closing all open apps, powering off the device

for 10 seconds, and then restarting the device. Attempt playback when hoopla is the only app

open.

If titles are playing for only a few minutes, the operating system is forcing the closing of the app

operating in the background. Go to the device’s settings, then into app settings, locate the

hoopla app, select battery, and finally “Allow Background Activity”. Once this option is on,

hoopla will no longer close every few minutes while operating in the background.

Widevine Content Decryption Module, which is pre-installed and a part of normal Firebox

installations must be enabled. Help this process can be found at Watch DRM content on Firefox

| Firefox Help (mozilla.org).

If Firefox will not open hoopla, the cause may be the browser has cached corrupted cookies.

Follow the steps below to refresh the browser:

 Close Firefox

 Hold the shift key down

 Double click the Firefox icon

 Select the “Refresh Firefox” option

 Hoopla should now work

access to the Silverlight plugin. If videos are not playing with Safari, instructions for managing

 In the middle of the pop-up window, there is an Auto-Play option that, by default, is set

to “Never Auto-Play”. Change it to “Allow All Auto-Play”

 You may have to close out of Safari completely and re-open it before the player controls

work for hoopla

Apple enabled Safari’s built-in eReader in the release of Safari 11. If eBooks will not work after

installing this update, while on the hoopla digital web page in Safari 11.0, perform the following

steps:

Contact Hoopla Technical Support

If a patron can’t find help for a specific need among the FAQs, they can contact Hoopla

Technical Support. Use the Submit Feedback link at the bottom on hoopladigital.com or in

Settings of the digital mobile app or send an email to [email protected]

If the above actions don’t resolve the problem, open a CMD Help Ticket at

helpdesk.buckslib.org/portal/page/17-open-cmd-help-ticket

Include as much of the following information as possible:

 Specify hoopla

 Device/model

 Library card number and PIN