MobileCirc unable to login - please refrain from logging in

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We're currently investigating reports that MobileCirc is not authenticating user logins or taking a very long time to respond when logging in, possibly following the Azure server migration. We've verified that this occurring with some regularity during peak login hours, so it could be related to a previously resolved MobileCirc bug. We've reached out to SirsiDynix for further investigation.

In the meantime, we ask that library staff please refrain from attempting to login to MobileCirc as this could inadvertently cause the device license to become invalidated, requiring a full reinstallation and relicensing on the device.

Tracking Updates: 
Issue Updates
Date/TimeNote
January 22, 2019 - 2:30pm
We believe to have found the source of the problem, which relates to potentially corrupted inactive database data. We've scheduled a fix to the issue this evening and will retest again tomorrow.
January 28, 2019 - 4:30pm
Despite after-hours purges of benign data which was thought to be problematic, the issues with MobileCirc have persisted. We've continued our investigation with SirsiDynix engineers and hope to have more news later this week.
February 7, 2019 - 12:15pm
Our investigations of MobileCirc issues alongside SirsiDynix staff have continued. On Thursday, Feb 7th, SWAN IT had a conference call with 15 staff from SirsiDynix, which included developers, system engineers, and support leads. They have been able to recreate the issues consistently and some within their own environment, so we hope to have some progress on the case soon. We thank you for your continued support as we work to find a solution.
February 19, 2019 - 11:30am
SirsiDynix has identified a bug that results in long load times and timeouts with the MobileCirc client when authenticating against databases containing high volumes of delinquent patron records, since these records are queried with each MobileCirc login. As the SWAN database is exceptionally large on its own, the increase of these types of patrons through the Bad Address project has exacerbated the issue. SirsiDynix is currently investigating and developing a potential workaround for the issue. Additionally, SWAN has been weighing options for reducing the volume of these record types.
February 25, 2019 - 1:45pm
After extensive troubleshooting alongside SirsiDynix support and adjustments to our MobileCirc authentication procedure, we’re happy to announce that the app is again stable and ready for library logins, although we’re still working to fully resolve the issue. Through our troubleshooting, we determined that MobileCirc performs a query during the login/authentication process to collect delinquent patrons barcodes in the event that the app needs to run offline during that day. This is similar to how WorkFlows collects a user delinquency file for use in offline mode. At our current volume of users matching this criteria, the query would cause MobileCirc to become unstable, leading either to higher CPU loads on the Symphony server or a timeout during authentication. SirsiDynix has proposed the development of a new MobileCirc version that permits offline delinquency as optional. Since SWAN does not currently support MobileCirc in offline mode due to several other previously identified bugs impacting holds and item statuses, this is the ideal solution to the issue. However, development of this version could take up to several months, so through some trial and error, we’ve managed to throttle the volume of delinquent users passed to the offline file for both MobileCirc and WorkFlows. Currently, patrons with a last activity date greater than two years are not reflected in the offline delinquency. This will only be temporary until the new version of MobileCirc becomes available. We thank you for your patience throughout the troubleshooting process.
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