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Fixing Missing Titles in Your Library Portal

If eBooks, Audiobooks, or other titles are missing from your library portal, check the browser’s cached data, the library catalogue, title visibility, patron information, and content restrictions.

Identify who is affected

Confirm whether the title is missing for:

  • one patron;
  • patrons in one age group or year level;
  • all patrons; or
  • administrators as well as patrons.

Test the title with two or three accounts containing different age or year-level information.

Clear browser data

Outdated cached files and cookies can prevent the web portal from displaying the latest catalogue information.

  1. Clear cached images, files, cookies, and site data in the browser.
  2. Close and reopen the browser.
  3. Return to the library portal.
  4. Sign in and search for the title again.

If required, test the portal in a different modern browser.

Check the library catalogue

Search for the affected title in the Admin area and confirm that:

  • the title is part of the library’s current collection;
  • the title has not been disabled;
  • the title is visible to patrons; and
  • the title has not expired.

Individual titles cannot be completely removed from ePlatform, but they can be disabled or restricted.

Check the patron account

  1. Go to Admin area → Patrons.
  2. Locate the affected patron.
  3. Review the patron’s role.
  4. Review their year level.
  5. Review their date of birth, if age restrictions are used.
  6. Correct missing or inaccurate information.
  7. Ask the patron to sign in again and search for the title.

Check title restrictions

Open:

Admin → Restrict by Year Level/Age

Locate the affected title and review the age or year-level value applied to it.

  • A year-level value of 9 allows access to patrons in Year 9 and above.
  • An age value of 10 allows access to patrons aged 10 and above.

Age restrictions only work when date-of-birth information is supplied. Year restrictions only work when year-level information is supplied.

Check whether the title expired

  1. Open the Admin area.
  2. Select Shop.
  3. Select Expiring Titles.
  4. Search the list for the missing title.

An expired Private Collection title may need to be purchased again before it becomes available.

Need help?

If the title remains missing, email support@eplatform.co.

Include:

  • the library name and portal URL;
  • the missing title and ISBN;
  • the affected patron accounts;
  • whether administrators can find the title; and
  • the browser or app being used.