Issues with customer SIP and PIN authentication

Polaris
1

Hello all,

We migrated to Polaris in October 2024 from SirsiDynix Symphony. Customer PINs were migrated. Since then, we have had consistent completely inconsistent issues with PINS. Has any else experienced issues with PINs after migration? I’ve got some examples and I know customers FREQUENTLY get their PIN wrong, but we’ve had hundreds of calls at this point with these weird PIN issues. Examples… I can login to Vega with a given library card number/PIN combo on my computer, but someone on another PC cannot (despite cache clearing, etc.). Or I login to a self check machine using the correct PIN, but get blocked. According to the SIP log, “Password doesn’t match” I can see the PIN in the SIP log. It matches what was entered when we tested. If we reset the PIN, everything starts working.

2

Some SIP messages can be misleading. For example, when a lost item is checked in via SIP, it doesn’t use the Lost item returned SIP messages, instead it spits out “System Error”.

So, maybe look for other things that could be blocking the account, other blocks on the patron account. If you really want to do into things, you can use our SIP testing tool for more hands on troubleshooting: SIP Testing Tool – Central Library Consortium

Also, if you make changes to SIP settings the service typically has to be restarted, so if you have a test/training system it is usually best to play around with things over there to dial-in the settings.