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Unable to retrieve loan and request info from My Account error 403

  • Product: Alma
  • Product Version: May 2016 Release
  • Relevant for Installation Type: Dedicated-Direct, Direct, Local, Total Care


Problem Symptoms


When user signs into Primo and attempts to retrieve loans and requests information from "My Account", Primo displays the following error: "an unrecoverable problem was detected trying to call the ILS system".

The following error displays in the FE library server log: 
ERROR [t-ILSG-pool-22-thread-15] [c-ILSDefaultAdaptor] - Http exception when calling ILS: with status code:'403' ; error:Method failed: HTTP/1.1 403 Forbidden 


1. The target server (Alma) is blocking the source server (Primo) or the PDS server on relevant port;
2. The Primo/PDS IP is not configured to be allowed on an application level in Alma.


Report about error to Alma Support via SalesForce case.


  • Article last edited: 06-May-2016