Answers to Common Questions
Below you'll find solutions to some of the more common problems:
- How to Access Borrowed Titles
- How to Change Loan Duration Defaults
- How to Return Borrowed Items Early
- Adobe Digital Editions Troubleshooting
- Libby App Troubleshooting
- OverDrive Media Console Troubleshooting
Getting eBooks and eAudiobooks is generally a two-step process. Borrowing a title checks it out to your account, but it then needs to be downloaded (or read in your web browser). To access titles you've borrowed, either click My account and then Loans, or click the bookshelf icon on the top-right of the screen. Borrowed titles will automatically return when due.
The default loan periods of your digital books can be adjusted to your preference by clicking My account and then Settings at the top-right of the page. From there, select your preferred duration.
Items can usually be returned early, though the method varies depending on whether and how the digital book was downloaded. If it has not yet been downloaded or has only been read in-browser, you can very easily return it from your Loans page by clicking the Return button.
If a digital book has been downloaded into the Libby Android or Apple iOS app, it can easily be returned from within the app itself by pressing Actions... on the title in your Shelf, then selecting Return Title to Library.
If a title you would like to return early has already been downloaded into Adobe Digital Editions on your PC or Mac, you must return it inside the ADE program itself by right-clicking the title and selecting Return Borrowed Item.
If an eAudiobook has already been downloaded into OverDrive Media Console on your PC or Mac, then it must be returned from within that program to return it early. Right-click on the title and select Delete to return & delete the title.
Three of the most common issues encountered with Adobe Digital Editions are:
- Authorization errors. These error messages usually begin with the prefix "E_AUTH". Almost always they can be resolved by de-authorizing Adobe Digital Editions, and then re-authorizing it. To do so, open Adobe Digital Editions, click the Help menu heading, then Erase Authorization (and enter the account password), then select Authorize Computer from the Help menu. Re-download the eBook from your Loans page of your OverDrive account and open it with Adobe Digital Editions.
- Expired Request errors. Commonly seen in the error message "E_ADEPT_REQUEST_EXPIRED", this can usually simply be resolved by re-downloading the eBook from your OverDrive account. If the error persists, try deleting the eBook's downloaded .acsm file, clear your web browser's cache and temporary Internet files, then re-download the eBook and open it again with Adobe Digital Editions.
- Server authentication errors. Errors like "IO Error on Network Request" and "Error contacting authentication server" are caused when your computer cannot communicate with Adobe's servers. First ensure that you are connected to the Internet and that your firewall and web browser settings are not overly restrictive. These settings are almost always fine, so these issues are usually resolved by fully uninstalling Adobe Digital Editions and re-installing it. Many users have reported having best results using the older 3.0 version of ADE, so perhaps give that one a try if the newest version is causing issues. Click here for Adobe Digital Editions' download links.
Click here for more more in-depth troubleshooting guides at OverDrive's website. Many other issues can be resolved by fully uninstalling Adobe Digital Editions and re-installing version 3.0.
The Libby app is generally quite stable on Apple's iOS and Google's Android platforms. However, a few of the more commonly encountered issues are:
- Cannot find the SD&G County Library collection. Ensure that you are searching for Stormont in the library search bar during initial setup, rather than searching for SD&G. Full instructions can be found here.
- Downloaded book will not open. If you are still within your 14-day or 21-day loan period, try deleting (but not returning it) and then re-downloading it.
Click here for more in-depth troubleshooting guides at OverDrive's website. Many other issues can be resolved by fully uninstalling the app and then re-installing it.
The OverDrive Media Console program (also known as OverDrive for Windows or OverDrive for Mac) usually works quite well. However, if you are encountering issues downloading or playing eAudiobooks, try performing the following:
- Ensure that Windows Media Player is up to date (on Windows PCs). Click here for Microsoft's download page for Windows Media Player.
- Delete the downloaded .ODM file and re-download it from the Loans page of your OverDrive account.