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Troubleshooting Patron Sign-In as an Administrator

When a patron cannot sign in, first identify which authentication method they use and whether the problem affects one account or multiple accounts.

Identify the authentication method

Confirm whether the patron uses:

  • an ePlatform username or barcode and password;
  • Single Sign-On;
  • Google or Microsoft;
  • LDAP or Active Directory;
  • SIP2; or
  • another connected authentication service.

Manual account details are managed in ePlatform. Credentials for automated authentication are managed by the connected system.

Check a manual account

  1. Sign in to ePlatform using an administrator account.
  2. Go to Admin area → Patrons.
  3. Locate the affected patron.
  4. Confirm that the patron account exists.
  5. Review the recorded username or barcode.
  6. Update the password if required.
  7. Save the patron record.
  8. Test the account using the confirmed login details.

For problems affecting multiple manually managed accounts, review the imported patron data from:

Admin area → Patrons → Import / Update Patrons

Check an automated account

If the patron uses SSO, LDAP, SIP2, or another connected service:

  1. Confirm that the patron can sign in to the connected system.
  2. Confirm that the patron account is active in that system.
  3. Ask the patron to repeat the ePlatform sign-in.
  4. Record the error message displayed.
  5. Test another account using the same authentication method.

If the patron has forgotten their external password, they must use your organisation’s usual password-recovery process.

Determine who is affected

One patron is affected

Compare the affected account with another account that can sign in. Check the patron’s identifier, account status, and authentication method.

Multiple patrons are affected

If several patrons using the same automated method cannot sign in, ask your IT team whether the identity-provider, directory, SIP2, or API configuration has changed.

For SSO, confirm whether there has been a change to:

  • the Authentication URI or Endpoint URL;
  • the Entity ID or Issuer URL;
  • the SSO metadata; or
  • the identity provider.

Test the patron account

  1. Open your library’s ePlatform sign-in page.
  2. Use the same authentication method as the patron.
  3. Sign in using a test account.
  4. Confirm that the correct ePlatform library opens.
  5. Borrow an available eBook or Audiobook.
  6. Open the title and confirm that reading or playback begins.

Need help?

If the account still cannot sign in, email support@eplatform.co.

Include:

  • the library name and portal URL;
  • the authentication method;
  • whether one or multiple patrons are affected;
  • whether the account can sign in to the connected system; and
  • the error message displayed.