eBooks Troubleshooting

Note:  These are instructions/solutions that support has provided for specific issues that patrons have had; they may not apply specifically to your patron's issue and are offered only for your information

Instructions for WILBOR eBooks, in editable (Word) format
Instructions for downloading Project Gutenberg titles from WILBOR (pdf format)
eBooks How-To Guide from Overdrive (how to use OMC app for Android, Blackberry, iPhone and Windows Mobile devices)
WILBOR nook Quick Start Guide
Kindle Book Instructions
Kindle Fire Instructions
NEW Adobe Digital Editions   docx format   pdf
NEW Nook Color/Tablet   docx format    pdf
Searching Tips (Advanced Search)

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 Formats  Adobe Digital Editions     Check Out    Downloading  
 Transferring eBooks to Devices   Mobile Apps    Returning eBooks early

Formats

bullet What formats can I use with the Overdrive Media Console apps?
 

Adobe Digital Editions

bullet When I try to transfer a downloaded title to my nook, I don't see the nook in the Bookshelves in Adobe Digital Editions.
bullet Adobe Digital Editions doesn't recognize my nook, and it doesn't prompt me to authorize the device.<
bullet How do I de-authorize a computer in ADE?

Logging In

bulletWhen I try to log in to WILBOR on my Kindle Fire, it just runs and runs--it never takes me to the login page.

  Check out

bullet I checked out an audiobook, and now there's a pdf in "My Items Out."  It says that it's due in 7 days, instead of 14.
bullet When I try to choose a library, I get an "Error 0XC0001B68"
bulletI don't own a kindle but I checked out a Kindle book by mistake.  How can I return it?

Downloading

bullet I've been using ADE for awhile, but now it won't open my acsm files.
bulletWhen I try to "Get for Kindle" I get an error message: "Web browser could not open this link because opening multiple windows is not supported."


Transferring eBooks to Devices

bullet I've transferred the book to my ereader, but I can't find it on the device.
bullet I've downloaded a book to Adobe Digital Editions on my Mac, and have connect my Sony Reader but ADE doesn't "see" the Sony, so I can transfer the title to it.
bullet How do I transfer to an iPod Touch or iPad?
bullet When I download ebooks to my Sony PRS-600, some of them work fine, but one of them gives me a "protected page" error.
bullet When I try to transfer to my Cruz: "Unable to download ebooks.....adobe authorization results in following error code:( E_ADEPT_REQUEST_EXPIRED (error code 2004)
bullet When I transfer a book from ADE to my nook, it appears when I'm connected to the computer, but when I disconnect (properly) the nook, the cover of the book on the nook is white with a big question mark in the middle.
bulletMy Nook doesn't show up in Adobe Digital Editions on my Mac.
bulletI have a Kindle Fire.  Do I have to use a computer to check out ebooks, or can I do it directly from my Fire?
 
Mobile Apps
bulletI have the Blackberry app for Overdrive Media Console, but I don't see where I can choose a library.
bulletHow do I return an eBook early if I'm using the OMC app on my mobile device?

Returning eBooks early

bullet How do I return eBooks early?
     * ePUB or pdf downloaded via computer and transferred to device with cable
     * on mobile devices, using OMC app
     * Kindle books
bullet When I tried to return an ebook early, I got an error message: Early Return Error" (error 710)
bullet I returned eBooks early in ADE, but my WILBOR account says they are still checked out.
bulletHow do I return an eBook early if I'm using the OMC app on my mobile device?
bulletHow can I return a Kindle book early?

Formats

What formats can I use with the Overdrive Media Console, including the apps?

Different versions of OverDrive Media Console support different formats.

OverDrive Media Console for Windows & Windows Mobile support…

bulletMP3 Audiobooks
bulletWMA Audiobooks
bulletWMA Music
bulletWMV Video

OverDrive Media Console for Android & iPhone/iPad support…

bulletEPUB eBooks
bulletMP3 Audiobooks

OverDrive Media Console for Mac & BlackBerry support…

bulletMP3 Audiobooks

 

Adobe Digital Editions

When I try to transfer a downloaded title to my nook, I don't see the nook in the Bookshelves in Adobe Digital Editions (ADE).

You'll need to use the same user id (email address) for both the Nook and your Adobe ADE login. If you have a computer with authorized with the wrong user id. you will need to un-authorize the computer and reauthorize it - making sure the user id is the same on Nook as on Adobe.    (Thanks, Holly Y!)

http://forums.adobe.com/message/3069529     un-authorizing a computer

Adobe Digital Editions doesn't recognize my Nook, and it doesn't prompt me to authorize the device.

Some newer nooks have a folder that must be deleted before ADE will allow you to authorize the device. (Because the folder is already present, ADE thinks the device is already authorized, but it hasn't used the proper Adobe ID, so it doesn't "see" it.)

Deleting adobe.digital folder so you can authorize your nook in ADE

How do I deauthorize a computer in ADE?

bulletOpen Adobe Digital Editions
bulletOn a PC press:  Ctrl+Shift+D (press all 3 keys at the same time)
 (On a Mac:  Cmd+Shift+D)
bulletDeauthorize screen will open, and warn you that protected items in your library may not longer be readable
bulletSelect Deauthorize
bulletClick on Quit

Logging In

When I try to log in to WILBOR on my Kindle Fire, it just runs and runs--it never takes me to the login page.

The issue is with the EZ Proxy authentication system and the Fire's Silk browser, and there is one setting that needs to bechanged. (Remember, this is only if the patron is not able to log into WILBOR on the Fire--if they can't get past the screen in which they type in their barcode)

1) From the Home screen, tap on the "Web" tab

2) tap on the menu icon on the bottom toolbar (looks like a page with some
lines on it) and select "Settings" from the menu that pops up

3) Scroll down to "Accelerate page loading" and uncheck it

The patron should be able to log into WILBOR, check out a Kindle book, and
proceed with the process as they would on a computer.
 

 

Check Out

I checked out an audiobook, and now there's a pdf in "My Items Out."  It says that it's due in 7 days, instead of 14.

When you check out an "Enhanced" audiobook from WILBOR (there are very few of them), the pdf text part of the package is actually checked out as a separate item, so if your patrons happens upon an Enhanced audio title and checks it out, it will actually count as 2 checkouts, and the text part of the package will show in "My Items Out" as a separate item, a pdf.  The pdf will be checked out for just 1 week (as it is "tied" to the audiobook) and won't show up in your library's stats for pdf checkouts.

When I try to choose a library, I get an "Error 0XC0001B68"

Would you please ask your patrons to clear their Temporary Internet Files by using the steps below and try to log into their digital account again?

To clear the Temporary Internet Files:

If they have Internet Explorer 6:
1. In Internet Explorer, go to Tools > Internet Options.
2. On the 'General' tab, in the 'Temporary Internet Files' section, click
the 'Delete Files' button.
3. Check the 'Delete all offline content' checkbox.
4. Once completed, please also click the 'Delete Cookies' button 5. Click
'OK'.

If they have Internet Explorer 7:
1. In Internet Explorer, go to Tools > Internet Options.
2. On the 'General' tab, in the 'Browsing history' section, click the
'Delete'
button.
3. Click the 'Delete files' button under the 'Temporary Internet Files'
heading.
4. Click 'Yes'.

If they have Internet Explorer 8:
1. Start Internet Explorer 8.
2. On the Tools menu, click Internet Options.
3. On the General tab, click Delete under Browsing History.
4. In the Delete Browsing History dialog box, click to clear all of the
check boxes except for the Temporary Internet Files check box, and then
click Delete.
5. Click OK to close the Internet Options dialog box.

If they are using Safari:
1. Open Safari.
2. Click the Edit menu.
3. Click Empty Cache....
4. When asked if you are sure you want to empty the cache, click the Empty
button.

If they are using Firefox:
1. Open FireFox (Mozilla).
2. Click the Tools menu.
3. Click Clear Private Data.
4. Check Cache. Note that any other checked items will also be cleared, so
un-check any that you do not want to clear.
5. Click the Clear Private Data Now button.

I don't own a Kindle but I check out a Kindle book by mistake.  How can I return it?

You can return the books early via the Kindle website.  Instructions are available at this slideshow:

http://www.slideshare.net/WakeCountyPublicLibraries/how-to-return-a-kindle-ebook-early

 Here are the basic steps:

1.     An eBook checked out on the Kindle is returned through Amazon. Go to www.amazon.com, and from the Kindle menu on the right, select “Manage Your Kindle”.
2.     Sign in to your Amazon account.
3.     Select the “Actions” dropdown menu next to the book you want to return. (Tip: the words “public library” will appear next to any library eBooks)
4.     From the menu, select “Return this book”.
5.     Select “Yes” to return the book.
6.     After you return the book, it will still show in Your Kindle Library list. To remove it from the list, select Actions again, and from the dropdown menu select “Delete from library”.

You should then be able to check out additional books through WILBOR/OverDrive.  There might be a short delay.


Downloading

I've been using ADE for awhile, but now it won't open my acsm files.

  1. With Digital Editions closed, find your Digital Editions folder (on a Mac you will find it in your Document directory; on a PC it ill be in My Documents).

  2. Rename the restore folder to something different, such as restore.bad

  3. Start ADE and try to use an .acsm file to fulfill a book.

When I try to "Get for Kindle" I get an error message: "Web browser could not open this link because opening multiple windows is not supported."

    You should use a computer, rather than your Kindle, to check out and download a Kindle title.  The browser on the Kindle does not allow multiple windows, which is required in order to pass you to the Amazon site for download/transfer to a Kindle.

Transferring eBooks to Devices

I've transferred the book to my eReader, but I can't find it on the device.

Different eReaders handle books transferred from Adobe Digital Editions in different ways.  Here are hints for where to look for your downloaded title:

     Nook:  In "My Library,"  look in "My Documents"
     Nookcolor:  Library--My Files--Digital Editions

I've downloaded a book to Adobe Digital Editions on my Mac, and have connect my Sony Reader but ADE doesn't "see" the Sony, so I can transfer the title to it.

On a Mac, the Sony Reader does not show as a bookshelf in Adobe Digital Editions. To transfer a file from Overdrive to your device, you will need to use the Sony Reader program. 
Instructions for 2 methods

How do I transfer to an iPod Touch or iPad?

1. In the App store, find and download the (free) Overdrive Media Console app to the iPod/iPad.
2. Click on the "settings" menu at the bottom of the app window, and enter the Adobe ID  (If they don't have an Adobe ID, follow their steps to get an ID.)
3. Back in the app: click on "Get Books" at the top of the window,, then "Add Website" in the main part of the window.  It will open a window in Safari.   In the search box, search for:  wilbor
4. Click on the arrow to the right of your library's name.  On the results page, click on "Available formats" under "WILBOR", and it will take you to the WILBOR website.
5. Log in on WILBOR.  Check out an eBook, click on the download button--and it will download into the app.
6. Confirm that you want to download. (Or, at least I got that on my 3G connection--that may be a function of the 3G, in case it would exceed my data limit on my AT&T account)

The format is for iPod, so iPad users may wish to click on the "2X" button on the lower right to double the size of the window.  Resolution won't be optimized for the iPad, but the iPad version is expected soon.

After the initial search for WILBOR and first download, the WILBOR website will appear in the app in the "library" view, and you can just click on that link to go to the WILBOR site and browse for books.

When I download ebooks to my Sony PRS-600, some of them work fine, but one of them gives me a "protected page" error.

This appears to be due to conflicting formats, if the patron has downloaded and transferred both pdf and ePUB formatted books onto the Sony.
See "conflicting formats" on this page:  http://www.mcgill.ca/library/library-about/lts/ereaders/

When I try to transfer to my Cruz: "Unable to download ebooks.....adobe authorization results in following error code:( E_ADEPT_REQUEST_EXPIRED (error code 2004)

Check the time/clock settings on your Cruz:

From the home screen, navigate to your main app page and select  "Settings" icon. 

Select "Date and Time"

Deselect automate date and time from the network

Manually set date and time to your time.

When I transfer a book from ADE to my nook, it appears when I'm connected to the computer, but when I disconnect (properly) the nook, the cover of the book on the nook is white with a big question mark in the middle.

From the information they have provided, it appears that their Nook is not authorized
properly. We would like to have your patron follow the steps below to
de-authorize and re-authorize the Nook.

1. To confirm Adobe Digital Editions is authorized properly, take the following
steps.
- In Adobe Digital Editions, from the title list view, go to the Library menu
and select Authorize computer.
- If ADE is authorized, move on to #2.
- If ADE is not authorized, proceed through the steps to Authorize it with an
Adobe ID.

2. Reset the ADE folder on the nook:
- Close Adobe Digital Editions.
- Connect the nook to your computer.
- Under My Computer or Computer, open the drive associated with your device
(likely named nook (X:) where X is the drive letter).
- Locate the folder .adobe-digital-editions and delete it.

3. Open Adobe Digital Editions. You should see the Device Setup Assistance
dialog. Click the Authorize Device button.

Once your patron has completed the steps above, please have them delete the
previously transferred title and transfer it again by dragging and dropping the
title on the device icon in the library view of Adobe Digital Editions. Next,
have them disconnect the Nook from their computer and go to the 'My Files >
Digital Editions' section (My Documents section on the Black & White Nook) to
view the title.

My Nook doesn't show up in Adobe Digital Editions on my Mac.

From the Barnes & Noble website,
http://bookclubs.barnesandnoble.com/t5/The-Old-eBooks-Help-Board/Connecting-nook-to-a-Mac/td-p/437413

"1- switch to the Finder; then select FINDER -> PREFERENCES; in the general tab under SHOW THESE ITEMS select HARD DISKS (the Nook is a USB mass storage device and thus is considered a hard disk).  Once you connect the Nook, it should show up on your desktop."

I have a Kindle Fire.  Do I have to use a computer to check out ebooks, or can I do it directly from my Fire?

You can complete the browse, checkout, and download process entirely on the Fire, using the web browser.

Note that if you have trouble logging in on the WILBOR website, and depending on how your library does authentication, you may need to change a setting on the browser.  
  Changing setting on the Fire's browser for WILBOR login (if using EZ Proxy for authentication)

 

Mobile Apps

I have the Blackberry app for Overdrive Media Console, but I don't see where I can choose a library.

After going into the OverDrive app, bring up the menu by pressing on the button
to the right of the cursor button. Choose Get Books to bring up the Find a
Website screen. Enter the name of the library in the Search box and hit enter.

Returning eBooks early

How do I return eBooks early?
    
ePUB or pdf downloaded via computer and transferred to device with cable
     on mobile devices, using OMC app
     Kindle books

Early returns for ePUB or pdf books downloaded via computer are done in Adobe Digital Editions

·       In Adobe Digital Editions, go to the Library view.
·      
Click on the small arrow next to the title you wish to return. (It will be to the left of the title in the list view, or in the upper left corner when you hover over the book cover in the thumbnail view.)
·      
In the menu that opens up select: “Return Borrowed Item”
·      
Item will be returned, and you will be able to check out another title.

Early returns from mobile devices using OMC app

1. Go to the "Bookshelf" view in Overdrive Media Console
2. Tap on the "Edit" button (top left on the menu bar)
3. Tap on the red-dot icon (with the minus sign) next to the title you wish to return
4. Tap on the red Delete button (to the right of the title)
5. Tap on "Return and Delete" in the window that pops up

Early returns of Kindle books are done through Amazon:

1.     An eBook checked out on the Kindle is returned through Amazon. Go to www.amazon.com, and from the Kindle menu on the right, select “Manage Your Kindle”.|
2.     Sign in to your Amazon account.
3.     Select the “Actions” dropdown menu next to the book you want to return. (Tip: the words “public library” will appear next to any library eBooks)
4.     From the menu, select “Return this book”.
5.     Select “Yes” to return the book.
6.     After you return the book, it will still show in Your Kindle Library list. To remove it from the list, select Actions again, and from the dropdown menu select “Delete from library”.

You should then be able to check out additional books through WILBOR/OverDrive.  There might be a short delay.
Slideshow: of the process:

http://www.slideshare.net/WakeCountyPublicLibraries/how-to-return-a-kindle-ebook-early

 

 

When I tried to return an ebook early, I got an error message: Early Return Error" (error 710)

There is a limit to the number of ebooks that can be returned early within a short period of time. The lock out time depends on how early and how many titles have been returned early in that short period of time.  Patrons will have to wait a day or so for the lock out to end. They should still be able to check out Audiobooks.

I returned eBooks early in ADE, but my WILBOR account says they are still checked out.
If eBooks were returned in ADE while the eReader was not connected, you will need to return them on the device.  Open ADE, connect the device, and click on  the device's icon in ADE bookshelves.  Click on the small arrow next to the title you wish to return. (It will be to the left of the title in the list view, or in the upper left corner when you hover over the book cover in the thumbnail view.)

How do I return an eBook early if I'm using the OMC app on my mobile device?

   (You should update your app if you installed the app before the update date,  May 23, 2011)

    Apple devices (iPad, iPhone, iPod Touch):
   
1)From the "library" (list of books) out in the OMC app on the device, click on "Edit" (upper left corner)
    2) A column on the left will appear, with a red delete button; click on that button
    3) Choose "Return and Delete"

    Android devices:
    1) Open the title/book
    2) Touch the menu button
    3) Touch "Delete"
    4) Touch "Return and Delete"

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