OverDriveTroubleshooting Checklist
Table of Contents
1)Reactivating Titles
2)Incomplete Downloads
3)Compatibility Issues
a)Windows versus Macintosh OS
b)Devices
c)WMA titles, Licensing, and Ipods
4)Software Configuration
5)Contacting OverDrive Support
a)Collecting Information about the Patron’s Computer
b)Generating a Checkout Report
c)Sending the Information on to OverDrive
6)Miscellaneous
a)How to Uninstall OverDrive Media Console
Reactivating Titles
Explanation: Content Reserve has their interface set up so that patrons are given three opportunities to download a title. In the event the patron has unsuccessfully attempted to download a title 3 times, the title will need to be reactivated by a staff member.
Staff can determine how many times a patron has tried to download a title in one of two ways. The first is by generating a checkout report from within the Content Reserve website using the patron's library card number. This can also be accomplished by looking at the patron's audio book book bag which can be accessed from the libraries website. (Go totheaudio eBooks link on thelibraries home page and below the headphones click on the eBook sign on link and enter the patron’s id. Finally select the eBookbook bag.) Both methods will show staff how many available downloads remain on the patrons account.
How to Fix: Open up Checkout Reports from the Reports link in Overdrive -> Search Checkouts using the patron’s library barcode -> reactivate Title
Incomplete Downloads or Old Licenses
Explanation:Occasionally, errors will be introduced while a title is being downloaded. Sometimes the internet connection may completely drop out and as a result the transmission of the audio book or eBook ends up being incomplete.
How to fix:
a)Attempt to re-download after refreshing browser
b)Clear the temporary Internet files from your browser.
If you are using Internet Explorer 6.0…
1. Launch Internet Explorer.
2. Go to Tools > Internet Options.
The 'Internet Options' dialog box is displayed.
3. Click the 'Delete Files' button.
The 'Delete File' dialog box is displayed.
4. Check the 'Delete all offline content' box.
5. Click the 'OK' button to confirm the deletion of the temporaryInternet files.
6. Click the 'OK' button again to close the 'Internet Options' dialogbox.
7. Attempt to download again.
If you are using Internet Explorer 7.0...
1. Launch Internet Explorer.
2. Go to Tools > Internet Options.
The 'Internet Options' dialog box is displayed.
3. On the 'General' tab, click the 'Delete...' button under the heading
'Browsing history'. The 'Delete Browsing History' dialog box isdisplayed.
4. Click the 'Delete files...' button.
5. Click the 'Yes' button to confirm the deletion of the temporaryInternet files.
6. Click the 'Close' button to close the 'Delete Browsing History' dialogbox.
7. Click the 'OK' button to close the 'Internet Options' dialog box.
8. Attempt to download again.
If you are using Firefox 2 (or newer)...
1. Launch Firefox.
2. Go to Tools > Options.
The 'Options' dialog box is displayed.
3. Select the 'Privacy' option.
The 'Privacy' options are displayed.
4. Under the 'Private Data' heading, click the 'Clear Now...' button.
The 'Clear Private Data' dialog box is displayed.
5. Check option 'Cache' and ensure that the other checkboxes are
not checked.
6. Click 'Clear Private Data Now' to delete the temporary Internet
files.
7. Click 'OK' to close the 'Options' dialog box.
8. Attempt to download again.
c)Delete the problem Part from [My] Documents > My Media > Format folder. Open the folder for the title that you are trying to download.
Delete the file that corresponds to the incomplete Part
d) Re-download the Part using the 'Download' button in OverDrive Media
Console.
e) If this continues happening regardless of the title, try reinstalling OverDrive Media Console ( for more information on this process jump to the section on configuration).
f) If the part still does not download, the library should contact OverDrive's Support Team and submit a report to ()
Compatibility Issues
a)Windows versus Mac OS
Explanation:There are two basic formats for the digital audio books found on Content Reserve. These are WMA(Windows Media Audiofile) and the MP3 format. The WMA formats work with Windows PCs and MP3s work on both Windows PCs and Apple Computers. Apple computers can still only download MP3 formatted audio books. This is somewhat confusing because you can download WMA formatted audio books to an iPod using OverDrive Media Console 3.2 installed on a pc.
How to Fix: Not applicable.
b)Devices
Explanation:Occasionally, a patron will be able to download a title to their computer and then have problems transferring the book from their computer to their playing device. To see which devices officially work with Overdrive Media Console see the Device Resource link found below…
Also, some of the older iPods do not work with the current version of Overdrive Media Console and as a consequence are unable to download WMA content. Check the Device resource Link to see which iPods are compatible.
How to Fix:What can be done if OverDrive Media Console does not recognize a user's compatible portable device? The user may need to install software for the device on their computer, or complete a firmware upgrade for the device. Direct the customer to the manufacturer's website.
c)WMA titles, licensing, and iPods
Explanation:Because of licensing issues most but not all of the WMA titles are available to be downloaded to iPods. Content Reserve has set up the My Library site (the place where patrons can browse and check out eBook and audio book titles) in such a way that patrons can easily determine the type of format that they are downloading as well as whether or not the title they are downloading can be transferred to an iPod or copied to a cd.
Below the description of each Content Reserve eBook or audio bookthere are a series of symbols which indicate whether the title is a WMA or MP3. Highlighted symbols also indicate whether or not the title can be transferred to an iPod or copied to a cd.
To see a list of iPod compatible audio books click on this link
How to Fix:check the link above to see which audio books are iPod Compatible. Also look at the symbols above each title.
Software Configuration
Explanation:In order to successfully download audio books and eBooks from Content Reserve, it’s important that the patron has the most current and appropriate software installed on his or her computer.
a) For Windows computers the following needs to be installed
1) OverDrive Media Console v.3.2 (or newer).
2) Windows Media Player that is appropriate to the computers operating system.
3) Adobe Digital Editionsfor Windows® (In order to download Adobe eBooks).
4) Mobipocket Reader for Windows®for Mobipocket eBooks.
.
b) For Apple computers the following needs to be installed:
1) Apple iTunes® version 7.6.2.9 (or newer).
2) QuickTime 7.4. (or newer).
3) OverDrive Media Console v.1.0 (or newer) for Mac.
4) Adobe Digital Editions for Macintosh®. (In order to download Adobe eBooks).
5) Mobipocket Reader for Macintosh®for Mobipocket eBooks.
c) For transferring titles to iPods
1. Install OverDrive Media Console v.3.2 (ornewer) for Windows.
Or v.1.0 (or newer)for Mac.
2. Install Apple iTunes® version 7.6.2.9 (ornewer).
And QuickTime 7.4.5 (or newer).
3. In iTunes, enable the 'Manually managemusic' setting.
How do I set iTunes to 'Manually Manage Music…'?
a)Connect your Apple device to your computer.
b)Open iTunes (v7.6.2.9 or newer).
c)In iTunes, locate the device in the left vertical navigation panel
(under heading 'DEVICES'), and click the device.
d)The 'Summary' screen is displayed.
e)If it is not already checked, place a checkmark next to the option
'Manually manage music...'.
f)Click the 'Apply' button. The iTunes 'Summary' screen refreshes, and the changes are saved.
Contacting Content Reserve Support
Explanation:If staff has gone through all the steps listed above, insuring that the patron’s computer is properly configured and that the title the patron is downloading will work with this configuration, and problems persist…then at this point staff needs to send a request for assistance to .
Before sending the request, staff needs to gather information which will help to describe the problem to the support staff at Content Reserve. This information includes…
a)A View Checkout Report which can be generated by logging on to the Content Reserve website, selecting the reports link at the top of the page, scrolling to the Search Checkouts link and selecting that link, entering the patrons library id as well as the title of interest. (At this point a View Checkout Report will be generated and this can be copy and pasted into the email sent to support.
b)Collecting information about the patron’s computer configuration including platform (PC or Mac) and operating system, applicable software versions (this information can typically be found under Help > About), Internet browser and version (Internet Explorer® 7.0, Firefox® 2.0, etc. In most browsers, find this under Help > About) and finally, if applicable, device type.
c)Steps to reproduce the problem (in as much detail as possible). This will include theexact text of any error message (screen shots are helpful) and the urls of any error pages.
Miscellaneous
How to uninstall OverDrive Media Console
Explanation: Some patrons will be required to update their version of OverDrive Media Console. In order to install a newer version of Media Console, one needs to remove the older version of OverDrive Media Console first.
How to Fix:
1. Select Menu > Control Panel > Add/Remove Programs in Windows
XP (or older) OR select Menu > Control Panel > Programs and
Features in Windows Vista.
2. Find 'OverDrive Media Console' in the list of programs and select
'Uninstall/change'.
3. OverDrive Media Console will be uninstalled. You can then click on
the download link to reinstall OverDrive Media Console.
In Mac OS X:
1. Go to 'Applications' and select OverDrive Media Console.
2. Drag and drop the 'OverDrive Media Console' folder to the Trash.
You can then click on the download link to reinstall OverDrive
Media Console.