Problems with Online Account Information

We’ve received multiple reports of a “page timeout” error on the online patron account information site. We are working to fix this issue, but if you need information about your account in the meantime, please contact our Patron Services Department at 616-784-2007 and a staff member can assist you.

We apologize for any inconvenience this may cause. Thank you for your patience.

UPDATE: As of Wednesday, October 13, all problems connecting to the online patron account information site appear to be resolved. Thank you for your patience and please let us know if you continue to experience issues accessing your account.

Written by Sheri


Sheri is the Kent District Library ILS & Electronic Resources Coordinator. She loves KDL’s eBook collection and her NOOK because they allow her to fit a whole stack of books in her purse to take with her wherever she goes.

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25 Responses to “Problems with Online Account Information”

  1. Kate Hellmann Says:

    Your List of Saved Records
    Num request TITLE Status
    1 The Leavenworth case Anna Katherine Green ; introduction by Michael Sims. Request failed ???????????

  2. Sheri Says:

    Hi Kate,

    The issue you experienced is actually unrelated to the connection issues, but is rather a result of the recent changes to the LLC hold policy. “The Leavenworth Case” is a brand-new book that is only currently owned by the Georgetown Library, and therefore is only available for holds placed by Georgetown patrons for the first 6 months.

    If you’d like to request this book, I would suggest filling out a Recommend a Purchase form. This will go directly to the KDL librarians in charge of buying new books, who will consider your request and will place you on hold for the title if they do decide to purchase a copy for KDL.

    I hope this helps! If you need any additional assistance with your account, please feel free to contact our Patron Services Department at 616-784-2007.

    KDL Webmaster

  3. Melody Says:

    Hey, Sheri!

    I haven’t been able to access my account for two days now. Does it look like this problem will be fixed soon? I may begin to develop withdrawal symptoms if I can’t keep adding items to my hold list!

  4. Louis J. Says:

    Same here, Melody!

  5. Sheri Says:

    Hi Melody & Louis,

    We apologize for the continued downtime of the online account information site. The Lakeland Library Cooperative is working hard to diagnose and correct the issue.

    Remember, you can always call us at 616-784-2007 during open hours and a staff member would be happy to place items on hold for you.

    KDL Webmaster

  6. Lori Says:

    It’s still not working!

  7. Tara Lovejoy Says:

    I am trying to renew my book and I can’t do it online since that system is still down. I tried doing it with the automated phone system tonight and the message said the main computer is down. I don’t want to end up with a late fee but I am not done with the book so I don’t want to return it yet.

  8. Heather Says:

    Still not working Sunday morning.

  9. Rick Says:

    I am not able to work with my account or renew an item online. I can login but any further action takes me back to the login screen.

  10. Samantha Says:

    Tara, I have renewed your item for you.

    We are still having trouble with online account access today. Remember, you may always call Patron Services at 616-784-2007 during open hours and we can help you with renewals and holds. Thanks!

    Sam @ Patron Services

  11. Tara Lovejoy Says:

    Thank you so much so renewing my book! I really appreciate the great customer service.

  12. Louis J. Says:

    Will the computer system be fixed soon? I want to put some holds on some books.

  13. Laura Robles Says:

    I didn’t see this posting area until this morning – my books were due Saturday and I’ve been trying to renew them since then online with no success! Now I’ve got late fees!

  14. Sheri Says:

    Hi Laura (and others),

    We apologize for the continued problems with online account information. Please call our Patron Services Department at 616-784-2007 and a staff member can assist you with renewing items and placing holds.

    KDL Webmaster

  15. Krista Says:

    I’ve been trying to renew some movies I have on my account to prevent the late fees I already have from multiplying… I’m not done with them yet, so I’m not ready to return them – but it won’t let me! Really aggravating =(

  16. Louis J. Says:


  17. Amanda Says:

    Still not fixed for me! Any word on when things will be running normally again?

  18. Sheri Says:

    Hi everyone,

    Thanks for your continued patience with this issue. The Lakeland Library Cooperative’s IT department has been hard at work trying to resolve it. The problem seems to affect some patrons and not others, which is why it may appear “fixed” for one person and not for someone else. Unfortunately, this is also making it difficult to determine the root cause of the issue.

    If you are having difficulty connecting from your home computer, you may want to try logging in from a work or school computer, or vice versa. You can also always call our Patron Services Department at 616-784-2007 and a staff member can assist you with account information, renewals, and holds.

    We apologize again for any inconvenience this issue has caused.

    KDL Webmaster

  19. Elaine Moes Says:

    I have been trying to get into my account since Saturday, and still no luck today. Any idea when this will be fixed?

  20. Kristy Ranta Says:

    Is this issue the reason that my account was unavailable when I went to renew some books? I had to wait until the next day and now I have overdue fees! Bummed me out because I just got that down to zero.

  21. Sheri Says:

    Hi everyone,

    If you are experiencing problems with renewing items because of this issue, please call our Patron Services Department at 616-784-2007 and a staff member can assist you.

    KDL Webmaster

  22. Melody Says:

    I hate to bring this up, but I was finally able to log on tonight and began ordering holds. The first three showed up on my list with no problems but anything after that that I tried to order would say that my hold had been placed successfully but not show up on my record as being on hold. My hold list is not full so that is not the problem. What is going on? Super frustrating!

  23. Melody Says:

    This morning I checked my account and it looks one hold posted to my account before midnight and the last two that I tried to place sometime after midnight. So, the holds did show up eventually. That’s a lot of lag time though compared to the couple of minutes that it used to take for holds to appear.

  24. Sheri Says:

    Hi everyone,

    The connection problems with the online account information site appear to be resolved. Please let us know if you’re still experiencing issues accessing your account. Thanks for your patience as the Lakeland Library Cooperative worked to solve this issue!

    KDL Webmaster

  25. Louis J. Says:

    YAY! It’s fixed!