Signing into a Different Library

If the computer or tablet was used to log into a different library than the one you are trying to access now, you might find that the "Switch Library" button isn't working correctly. OverDrive is aware of the problem and recommends clearing your browser cache. This will bring up all options.

iPad users >> Settings >> Safari >> Clear History/Clear Cookies and Data buttons

Hopefully this will be resolved shortly!

Bookmarking an Audiobook in the OverDrive Media Console Mobile App

When I use the OverDrive Media Console app to listen to MP3 audiobooks, sometimes the audiobook jumps back to a previous position upon resuming playback. Take a look at the following image to see the bookmarking feature. 

To find the bookmark, tap the "Menu" in the upper-right corner and then look at the bottom of the screen for "Bookmarks." Tapping the bookmark button doesn't stop your audio, but it can be handy to help you quickly find your place again in the even that your audiobook is jumping backwards when you start playing it again. I hope this helps! -Bobbi 

Google Chrome Frame Solves Internet Explorer Errors

If you use Internet Explorer to access the New Hampshire Downloadable Books site and are experiencing any of the following problems, please install the Google Chrome Frame to solve these issues:

• Unable to select a format
• Unable to download a title
• Unable to load the "Holds" page
• Unable to load the "Lists" page
• Unable to load an eBook sample or the OverDrive READ format

The Google Chrome Frame adds additional functionality to the Internet Explorer browser -- namely support for HTML 5. Our new NHDB site relies heavily on HTML 5 code and without this "boost" the the IE browser, some site features do not work properly. 

Instructions

• Using Internet Explorer, visit the Google Chrome Frame site.
• Fully install the software. 
• Close IE. 
• Open IE and visit the NHDB site. 
• Log into the site. Your account should load properly now. 

Microsoft Surface Tablet & OverDrive READ Format

Hints from a librarian with a Microsoft Surface Tablet on the OverDrive READ format:

The touch screen on both RT and Pro does not work with the OverDrive READ format's font settings buttons, but the keypad mouse does work to set them.  

If the user did not buy a keyboard, the workaround is to use the Windows 8 browser’s charm for Internet and slide the Zoom button to change font size. This will reformat the pages of text very nicely.

Thank you, Nancy!

Read More

• The OverDrive READ Format on a Nexus 7
• Returning the OverDrive READ eBook Early
• If the OverDrive READ Doesn't Load on an iPad
• Checking Out an OverDrive READ eBook on an iPad

Users Being Prompted to Upgrade the WMP Security

I'm hearing reports from some users that they are being prompted to re-upgrade the Window Media Player Security Upgrade on their computers. The normal instructions to initially install the WMP Security Upgrade aren't always working. If you already tried the normal instructions, try these instructions below. 

These are the instructions sent to me by OverDrive's tech support staff. Please let your local librarian know if these steps are not helpful to you.

The error you are receiving can often be resolved by resetting the Digital Rights Management (DRM) for Windows Media Player. To do this, please perform the following steps.

Note: Before beginning, be sure that OverDrive Media Console and Windows Media Player are both closed. 

If you are using Windows 7 or Vista please follow these steps:

• Open the Control Panel: Start > Control Panel.
• Open 'Folder Options' and then select the View tab.
• Select Show hidden files and folders. (Screenshot from earlier post.)
• Uncheck Hide protected operating system files.
• In the warning message you receive, click Yes.
• Click OK. 

• Close the Control Panel. 

• Click the Start button.

In the 'Start Search' box, paste the following: C:\ProgramData\Microsoft\Windows\DRM
Press Enter. This will open the DRM folder in an Explorer window.
Delete ONLY the following 4 files, then close the Explorer window.

• blackbox.bin
• drmstore.hds
• v3ks.bla
• v3ks.sec

Run Internet Explorer as administrator and go to the following site: http://drmlicense.one.microsoft.com/Indivsite and follow the prompts. (My tip: To run as admin, close IE, right-click on the IE icon and select "Run as Administrator.")

If you are using Windows XP or older please follow these steps:

• Open the Control Panel: Start > Control Panel.
• Open 'Folder Options' and then select the View tab.
• Select Show hidden files and folders.
• Uncheck Hide protected operating system files.
• In the warning message you receive, click Yes.
• Click OK, then close the Control Panel.

Browse to your DRM folder and rename it to DRM.old, then close the Explorer window.

Depending on your OS, the DRM folder can be found in different locations:

• Windows 2000 and XP: C:\Documents and Settings\All Users\ DRM
• Windows 98: C:\Windows\All Users\DRM
• Windows ME: C:\Windows\DRM

Run Internet Explorer as administrator and go to the following site: http://drmlicense.one.microsoft.com/Indivsite and follow the prompts.
If they are still having a problem, they will need to contact Microsoft support. Please let us know if we may be of further assistance.

Hold Notifications from OverDrive

There have been some random reports by patrons telling us that they are receiving emails from the NH Downloadable Books service informing them that their holds are available, but when they check their account, the titles aren't available. There was a problematic mass email notification last month where many patrons were accidentally sent hold notifications for titles that were not available yet. I'm not quite sure this is the same type of problem...

After you receive your hold notification, you'll log into your NHDB account and see the following menu from your account:

The holds button always looks grayed out when you arrive to your account and are viewing the "Bookshelf" page. Once you click on "Holds" you'll see that the "Holds" button now looks colorful. 

Even if the holds button is grayed out, it doesn't mean that there are no holds available. It just means that you are viewing another part of the account. The same holds true for "Lists." Read more about your NHDB account. 

Librarians: If a patron reports a hold problem, please submit a support ticket to OverDrive through Content Reserve and give them the following information: 

• Patron number 
• Date hold notification was sent 
• Patron email
• Title of book 
• Explanation that the book was not available after receiving a hold notification

Please report any hold problems to me, so I can make others aware of the issue. -Bobbi

Returning Incompatible Titles Immediately

Every now and then you might find yourself with an eBook or Audiobook that won't work with your device. It is possible to return the incompatible title to the collection immediately at your bookshelf immediately after checking out the title. 

If you have a choice of forms, of course, always double-check the available formats. But if you notice your preferred format isn't available, don't "select and confirm." Look for the "Return Title" button below the format options. (Click on any image to enlarge.)

When there are no additional options, double-check the format before downloading. Notice the "Return Title" option? That option will disappear when you attempt the download the title.

If you accidentally select and confirm or try to download an incompatible format, many of the items can be returned early to the collection. 

If you are not able to return the title yourself, contact your local librarian and ask that they submit a support ticket to OverDrive's tech support team 

Solution to Bookshelf Error

Resolved! (Whew!) It turns out that successfully downloading and installing the Google Chrome Frame fully resolves this problem. Be sure to exit and restart Internet Explorer after installing the Chrome Frame.

You can disregard the rest of this message... 

OverDrive's tech support team offered the following solution to the script error in the patron account >> bookshelf.

From OverDrive's tech support team member:

We thank you for contacting us and for providing the screenshot. After researching the issue that is being reported, I found that this is a script error within the  browser being used. I have provided a link to the Microsoft Support page that lists ways to clear the script error.

http://support.microsoft.com/kb/308260

We saw that your patron is also having the issue using Google Chrome. What I located is if the error is corrected in Internet Explorer, it will be fixed in other browsers as well. 

This article explains what could be happening on your computer in a way that the average person might make some sense of it. ;-)

http://www.ehow.com/about_5052668_causes-internet-explorer-script-errors.html 

I've also asked OverDrive if this is a script error that they themselves can fix.

Bookshelf Error

Resolved! It turns out that successfully downloading and installing the Google Chrome Frame fully resolves this problem. Be sure to exit and restart Internet Explorer after installing the Chrome Frame.

Update: Installing the Google Chrome Frame plugin helps in more ways that this! If you have any trouble accessing your account or your holds, try installing the Google Chrome Frame. We have a 100% success rate at this point!

A couple of tips: Use IE and click on the link above to get the Frame. Run the installation. After completely, close IE and restart. If you have any other errors accessing your account, be sure to clear your temporary internet files and restart IE. (Clearing the temporary internet files hasn't been necessary in most cases.)

Original Message: Some users are having a strange error show up in their account >> bookshelf. I only have a very small screenshot provided by a patron, but it appears to be a "format and availability..." error that is covering the download buttons. I think the error is coming from those small icons that normally show up in the upper-right corner of the book cover not fully loading.

I've reported the problem to OverDrive and will post their response or solution here.

 

Our apologies for the problem. Let's hope we get this cleared up as soon as possible!

Windows Media Player Security Upgrade: All Windows Operating Systems

Update (11 March 2013): Some users are being prompted to re-upgrade their Windows Media Player Security Upgrade. If the instructions below do not work for you, check out these instructions from OverDrive's tech support team to reset your DRM on the computer. 

In order to download WMA (Windows Media Audio) audiobooks from our OverDrive collection, you *must* download the titles to a Windows computer and perform a Windows Media Player Security Upgrade. Over the years (and multiple Windows upgrades), I've found different tricks for getting a successful upgrade.

Standard Way to Get WMP Security Upgrade:

With most XP operating systems and, at times, Windows 7, the WMP Security Upgrade can be achieved by  opening the OverDrive Media Console (on a PC) >> Selecting the "Tools" menu >> Windows Media Player Security Upgrade. After clicking the "Ok" button to get the upgrade, the Window Media Player program will open and play a short file. You'll close WMP, saving the file (if desired, when prompted) and you're done.

When the Tools >> WMP Security Upgrade Doesn't Work:

There are times when using Windows 7 and Windows 8 that the upgrade won't work from the OMC program. In cases like this, open Microsoft Internet Explorer by right-clicking the icon from the desktop and "Run as Admin" (DO NOT try to use Firefox or Chrome), visit the following Microsoft site:

http://drmlicense.one.microsoft.com/Indivsite/en/indivit.asp

• Click "Upgrade" (twice) and let the site connect to the Microsoft server.
• Open OverDrive Media Console and delete the old copy of the audiobook.
• Open Windows Explorer and verify that the title has been removed from the following folder: *C:\Documents and Settings\{username}\My Documents\My Media\{name of book}
• Log into your OverDrive account and re-download the audiobook again.
• Of note: The Microsoft Website states that if you have trouble listening to the audiobook, restart your computer.

Windows 8 Error: Windows Media Player encountered a problem while playing this file
Recently, a patron kept getting the following error message when trying to get the upgrade on his Windows 8 computer after following all of the above steps.

"Windows Media Player encountered a problem while playing this file."

The solution is to turn off Internet Explorer's Protected Mode. Here are the steps:

From the "Settings" icon in IE >> Click on Internet Options >> Security tab >> Deselect "Enable Protected Mode." 

For helpful screenshots and more instructions, check out this excellent blog post:
http://blog.jongallant.com/2012/11/windows-media-player-overdrive-error.html#.UPQNPeTHVTI

Other Solutions:
There are rare instances in which the DRM folder on the computer must be reset. The instructions look daunting, but just follow them step-by-step and it's not bad to do.

Read More

If you are using a Microsoft Surface RT tablet, it lacks the capability to get the WMP Security Upgrade or play WMA files. Read more.

Windows 8 and the OverDrive Media Console

What to do if you want to listen to audiobooks with your new Windows 8 computer:

So you have a new Windows 8 computer -- congratulations! Now how do you use the WMA audiobooks with your new computer?

1. Head on over to the OverDrive Software Downloads page. 
2. Even though you have a Windows 8 operating system, don't choose the Windows 8 download. For some reason unknown to me, the Windows 8 version of the software does not support the WMA (Windows Media Audio) audiobooks. 
3. Select the Windows version of the OMC to be able to download, transfer and enjoy the WMA audiobooks. 
4. Follow the instructions in this handout, paying very close attention to the possible problems/solutions in getting the Windows Media Player Security Upgrade (page 5 of the handout). 
5. Remember that when WMA audiobooks are transferred to an iPod/iPhone that a new playlist is created on the device itself (not in iTunes).  

Most importantly, let your local librarian know how things worked for you! All the information we get helps someone else later.

Secondary Sign In Error - Fixed!

You might have noticed that the secondary sign in feature is not working properly. OverDrive is aware of the problem and working to fix it. The secondary (static) sign in page is working properly now! Thank you, OverDrive.

(Whenever possible, try using the "View Full List" link instead of the "Having trouble.." link -- at least until the error is resolved.)

Troubleshooting: Transferring Audiobooks to an iPod

Since iPod users are accustom to using iTunes to transfer audio files to their iPod, getting audiobooks onto their devices can be a little confusing the first time. Here is the information to iPod users will need to know to listen to audiobooks on an iPod:

In order to transfer an audiobook to an iPod, you'll need to: 

• Have new versions of iTunes and the OverDrive Media Console installed on your PC or Mac.
• Download the audiobook using the default download location.
• On a PC, the audiobook should automatically open (and continue to download) with the OverDrive Media Console. On a Mac, depending on the browser used, you may have to double-click the file to open the audiobook in the OMC.
• With iTunes running and your iPod plugged into the computer, start the transfer from the OMC. 
• WMA audiobooks will take about 2-4 minutes per part to convert to a Mac-friendly file format. 

Additional Troubleshooting Hints for Librarians: 

• Make sure both iTunes and OMC are up to date. I had one case where a person had an earlier version of the OverDrive Media Console on their computer and installed a new version without uninstalling the old version. (Typically that not a problem.) In turns out the newest version (3.x) was a big upgrade, and really needs a clean installation. If you had an earlier version of the OMC installed from a year or two ago, install and reinstall the OMC. (It only take a few minutes and it's worth trying...)
• Make sure iTunes is up and running before attempting to transfer an audiobook.
• Make sure the iPod has been recognized by iTunes (you should see the name of your iPod listed on the left sidebar in iTunes.
• If this is the first time transferring an audiobook, pay attention to the prompts (given in the OMC) to make some changes to your iTunes settings.
• Always download the audiobook to the default download location, ultimately opening it with the OverDrive Media Console. Never change the download location. Always create the new folders the firest time you use the service when prompted to do so. Don't try to open the file with iTunes. The file must first be opened in the OMC to manage the DRM.

If you are new to the service, this slideshow might be helpful:
http://nhdbooks.blogspot.com/p/getting-started-with-audiobooks.html

And for those looking for more information, here's our librarian handout for PC users:
http://nhdbooks.blogspot.com/2009/10/nhdab-training-handout.html

Additional iPod Resources:

How to Delete Audiobooks from an iPod:
http://nhdbooks.blogspot.com/2011/01/how-to-delete-audiobooks-from-ipod.html

Handout for Mac Users:
http://nhdbooks.blogspot.com/2009/10/mp3-audiobooks-for-mac-users.html

Managing MP3 Audiobooks on an iPod:
http://nhdbooks.blogspot.com/2011/01/managing-mp3-audiobooks-on-ipod.html

Sony Reader Library Error Update

For Sony Reader users who get the following error message:

Download failed, content has already been licensed to another user -475

• Deauthorize Adobe Digital Editions and the Sony Reader. Once this was done, reauthorize both and was able to download and transfer the title successfully.

Steps to quickly de-authorize ADE:
On a PC: CTRL+Shift+D
On a Mac: CMD+Shift+D

To de-authorize the Sony Reader:
Ctrl+Shift+E to de-authorize a device
CMD+Shift+E on a Mac

• Now, reauthorize Adobe Digital Editions, connect the device, and authorize it again as well.

• Next, download a fresh title, (I always like using Firefox, as it gives me better options to control which program opens the file), and open the file with Adobe Digital Editions.
  
• From the "Library View" in Adobe Digital Editions, not the "Reading View," click on the book cover, hold, and drag the title to the Sony Reader listed on the left sidebar of Adobe Digital Editions. 

Troubleshooting Questions for iPod (iOS) Users

Here are a set of questions to ask your iPod users who are having difficulty getting the audiobook on their iPod via a wired transfer:

What type of computer do you have? 

• Remember, even though the iPod is compatible with both WMA and MP3 audiobooks, if they are using a Mac they won't be able to download and transfer WMA audiobooks. 
• WMA audiobooks can only be downloaded, played, and transferred using a computer with the following software installed: a Windows operating system, a current version of the OverDrive Media Console, Windows Media Player (9+), and a Windows Media Player security upgrade. 
• If the patron is a Mac user they will not be able to download the WMA audiobooks to their iPod using their Mac. 

Is this the first time using the audiobook service? 

Why? Due to the DRM, these files must be opened and transferred using the correct software. 

• Check to make sure they've installed the OverDrive Media Console (OMC) to their Windows or Mac computer. 
• Check to make sure Windows users have updated their WMP Security Upgrade.
• Check that they are using a current version of the OMC. (If they have never upgraded to version 3.x they won't be able to do an iTunes/iPod transfer!) 
• Make sure they are opening the audiobook file with the OverDrive Media Console. 
• Internet Explorer and Firefox users should "Open" the file (with OMC). This should allow the OMC to take over the download. 
• When Safari users click the download link, the file will download automatically to their preferred download location (usually the Downloads folder). The Downloads folder will open and show the audiobook file name. Double-click the file name to start the download. 
• Important: Never change the download location. First time users will be prompted to create new folders (My Media and My WMA or MP3 Audiobooks); always allow the new folders to be created. 

Do you use this same computer to transfer music to your iPod/iPad/iPhone? 

Why? Where to begin... This is the simplified explanation: The iPod has a strong relationship with the computer it normally does business with. Plugging it into another computer without first prepping it can result in the lose of data.

• Generally speaking, older iPods with click wheels are formatted to be either Mac formatted or Windows formatted. Connecting a Mac formatted iPod into a Windows computer and attempting to transfer the audiobook to the iPod will result in reformatting the iPod -- all music, video, photos, etc. will be removed. Furthermore, when the user wants to put their music from their Mac back on the iPod, the audiobook will be wiped out. 
• Some newer models, such as the iPod Touch, can be used primarily on a Mac and occasionally connected to a PC for audiobook transfer -- but be sure to warn the patron of the risk of losing their data. 

Is iTunes and your iPod software up to date? 

Why? The OMC requires iTunes 7.6.2.9 or higher to transfer audiobooks.


Is iTunes running?

The iTunes program must be running to transfer to an iPod.



Does iTunes "see" your iPod? 

Why? If  iTunes doesn't recognize your iPod the transfer can't happen.


Are you prompted to change your import settings in iTunes? 

Why? Without changing the import settings, the transfer time at high quality would take hours to put the audiobook on your iPod.

Are you manually managing your music and videos? 

This is an important setting. If the patron does not already manually manage their music and videos, they will be prompted to make the change during the initial transfer process. Be sure to recommend clicking the "Apply" button after making the change. This is what keeps the audiobook from being removed from the iPod the next time the patron syncs the iPod to the computer. (A copy of the MP3 audiobook is not held in iTunes, therefore if the user doesn't manually manage the music, the copy on the iPod would be wiped out.)


Are you using the "transfer" button in the OverDrive Media Console to start the transfer? 

Most iPod users are conditioned to use iTunes to transfer music to their player. In this case the transfer has to be initiated by the OMC and then iTunes starts to work with the OMC to transfer the audiobook.

Does the transfer now start? Or does the transfer wizard search frantically for your device? 

Why? Following these tips the transfer should go smoothly, but what if the player isn't recognized? At that time, I'd go back and safely disconnect the iPod, maybe restart the computer, and open the OMC and iTunes, plug in the player, make sure it is recognized by iTunes (give it a minute, waiting for the sync to complete), and try the transfer again. In the rare instance that it doesn't work, you'll have to report the problem to OverDrive's tech support team.


Things to mention: 

• Transferring MP3 audiobooks from a PC or Mac to an iPod is very quick! 
• The MP3 audiobooks don't have extra data to let the iPod know that it's really an audiobook. The MP3 audiobooks will just end up in the music folder on the iPod. 
• Read more about how to change the MP3 files to true audiobooks (with resume playback!) using a Mac (pages 16-18) or PC.
• Transferring WMA audiobooks takes longer. The file is being converted from WMA to AAC. This can take two or three minutes per part. 
• WMA audiobooks transferred to a PC will show up in the iPod's "Books" folder. No need to change the format to audiobook like the MP3s.

Windows Media Player Security Upgrade & Windows 7

Windows 7 users are reporting higher than normal problems with obtaining the Windows Media Player Security Upgrade. This is the error message:

"Windows Media Player encountered a problem while playing the file."

Try following the instructions provided here:
http://nhdbooks.blogspot.com/2009/03/troubleshooting-wmp-upgrade.html

UPDATE: According to tech support, Windows 7 users should use the DRM Reset Tool, described in an earlier blog post.

What is the WMP Security Upgrade?
This is a necessary step for all Windows users to complete prior to downloading the first WMA audiobook. It gives your computer the right to download and open a protected file. (At least that's how I think of it working...) Without first upgrading the security you might get a message pertaining to not having the right to open the file. If you continue to try to download the file without having performed the WMP Security Upgrade three or more times, contact your local librarian for information on resetting your downloads.

Did this work for you? Let us know!

Returning eBooks early--Error 710

As much as we encourage users to keep the collection in play by returning eBooks as soon as they finish them, too much of a good thing can be a problem, too. Returning too many items in a short time can produce the dreaded "Error 710 Early Return Error" when the patron tries to check out another title. This error effectively blocks checkouts, even if you have not reached your maximum. If you get this error, wait a day before trying another checkout. To avoid seeing the error message, space your returns. For most patrons, this won't be a problem, but fast readers will need to adjust their checkouts and returns accordingly. And it never hurts to keep some old-fashioned paper and ink books around in case you run out of eBooks.

New DRM Reset Tool

There are times when the DRM on a Windows computer must be reset. There is a new tool available for Windows 7 users: The ResetDRM Tool.

You'll know the DRM must be reset on your Windows computer if you have successfully downloaded and transferred WMA audiobooks in the past, but suddenly receive an error like this:

A problem occurred in retreiving the Digital Rights Management machine identification. Error # OXCOOD2781

Contact Microsoft product support.

If you are using a different version of Windows or have trouble resetting the DRM, please contact your local librarian and ask them to contact OverDrive's technical support team on your behalf.

Kobo Reader: The Content You Are Trying to View Is Locked Error

This is an unverified suggestion to help solve the following Kobo Reader error:

The content you are trying to view is locked. Please use your adobe ID to authorize your ereader with the Kobo desktop application or Adobe digital editions.

 The MobilieRead Wiki has FAQs for the Kobo and offers the this solution: (Unfortunately the Kobo site's FAQs page is not functioning.)

Quick tip:
How to deauthorize your Nook? Ctrl-Shift-E (Command-Shift-E on a Mac)
And to deauthorize your computer of your Adobe ID: Ctrl-Shift-D (Command-Shift-D on a Mac).
I think you'll have to do both in this order.

Leave a comment if this solution worked or didn't work for you! If it did not work, please contact your local library and ask them to send the problem to OverDrive's technical support team.

User Not Activated Error Message

User Not Activated Error Message on the Nook:

By Andrea in North Conway

Problem: You can't open/read your book because your Nook tells you the "user is not activated."

* Plug the Nook into the computer and simply delete the Adobe Digital Editions folder. I deleted the two that were on my Nook.
* Unplug the Nook.
* Open ADE on your computer.
* Plug your Nook back in. Window pops up and asks you to authenticate your Nook.
* Click yes (or whatever the prompt is) and you are all set.

Yes, the Nook was originally activated/authenticated before, but it simply stopped working for no obvious reason. The solution is to delete all ADE content on the Nook and to re-authenticate/re-activate it.

Here is the link to the forum that helped the most: http://forums.adobe.com/thread/626420

Mac users: One of our patrons recommended these instructions. It includes instructions on deleting a hidden file on your Mac.