Help - General Errors

Your device may not be authorized to the same Adobe ID that was used to authorize Adobe Digital Editions. Please follow these steps to re-authorize your device.

1. Close all open programs.
2. Connect your device and allow if to finish synching with your computer.
3. Open the Adobe Digital Editions Program.
4. Using a Windows Computer, press the following three keys at the same time. CTRL+Shift+E (If you are using a Mac, please press Command+Shift+D)
5. A window should pop up asking you to select the device you wish to de-authorize.
6. Select the name of your device in the list and select “de-authorize”
7. When this is finished, please close the Adobe Digital Editions program.
8. With your device still connected, open the Adobe Digital Editions program again.
9. It should now detect your device and ask you to authorize it.
10. Click “Authorize Device”.
11. Click the finished button after it is done authorizing.

You should now be able to transfer titles to your device. For help on how to transfer a title to your device, please see the support information located here. (linked to “Transferring to a portable eReader”)

If you get an error while attempting to upgrade the security component for the Overdrive Media Console, please go to the following URL in Internet Explorer Only:

http://drmlicense.one.microsoft.com/indivsite

Please note that you will need Active X controls activated to use this page. If the “upgrade” button is grayed out, please look at the top of the window to see if a pop-up was blocked asking you to run the Active X controls.

If there is no pop-up or yellow message bar at the top of the screen and the button is still grayed out, please follow the following steps.

1. Close all open programs.
2. Open the 'Control Panel'.
3. Open 'Folder Options' and select the 'View' tab.
4. Select 'Show hidden files and folders'.
5. Uncheck 'Hide protected operating system files'.
6. In the warning message you receive, click 'Yes'.
7. Click 'OK'.
8. Close the Control Panel.
9. Open “My Computer”
10. Double Click on the “C” drive.
11. Double click on the “Documents and Settings” folder.
12. Double Click “All Users".
13. Right-click the DRM folder and click “Rename”.
14. Type DRM.old.
15. Close all open Windows.
16. Open Internet Explorer Go back to the following website (using Internet Explorer only) to see if the button is now activated.
    http://drmlicense.one.microsoft.com/indivsite
17. If you can click on “Upgrade”, please do so now.
18. After the upgrade process is complete, please attempt to download an eAudio title from our digital catalog homepage at:
    http://hcpl.lib.overdrive.com

You usually end up with this file when the ACSM extension is not properly set to Adobe Digital Editions. To fix this problem, Please complete the following steps.

In Windows XP and Windows 2000:

1. Open 'My Computer' and select Tools > Folder Options. The 'Folder Options' dialog box is displayed.
2. Select the 'File Types' tab.
3. In the windows under the word “Extension” scroll down to the extension called '.acsm' and click the 'Change' button.
   A list of programs is displayed.
4. Select 'Adobe Digital Editions'.
5. Click 'OK'.

In Windows Vista and Windows 7:

1. Go to "Start > Control Panel".
2. Open "Default Programs".
3. Click "Associate a file type or protocol with a program".
4. Scroll down to the 'ACSM' file type.
5. Make sure that the extension is set to open with Adobe Digital Editions. If it is not, click the 'Change Program' button and select Adobe Digital Editions.
6. Click 'OK' as needed to save the changes and exit the open windows.

In Mac OS:

1. Control-click the 'urllink.acsm' file and select 'Get Info'. The 'urllink.acsm Info' window is displayed.
2. Expand the 'Open with:' section and click 'Other…'. A list of programs is displayed.
3. Select 'Adobe Digital Editions'.
4. Check the 'Always Open With' checkbox.
5. Click the 'Add' button.
6. Close the 'urllink.acsm Info' window.
   Adobe Digital Editions is now set to open ACSM files.

Open the Adobe Digital Editions program to verify that the title is now correctly showing.

If it is not correctly showing, please try downloading the title again.

Attempt to download the title again. To download titles again…

1. Login to your library account.
2. Click the 'My eBookshelf' link. The titles you currently have checked out are displayed.
3. Click the title's 'Download' link. Adobe Digital Editions downloads the title.

If the download link is no longer available, contact support to reactivate the download link. In your email, please provide your library card number and the title of the eBook.

In order to fix this problem, the .PRC file extension may need to be reset to open using Mobipocket Reader. Please complete the following steps to do so.

1. Go to "Start > Control Panel".
2. Open "Default Programs".
3. Click on "Associate a file type or protocol with a program".
4. Navigate to ".PRC".
5. Click "Change Program".
6. Select "Mobipocket Reader".
7. Click "OK".
8. Try downloading a book again.

Please let us know if this helps or if we can provide further assistance.

This error is generated when the limit to how many eBooks are returned in a short period of time. If you wait a few days, the error will go away.

Titles in our digital catalog can only be downloaded three times. If you were able to download some, but not all, of the parts to your title and are receiving this error, please attempt to download the remaining parts through the Overdrive Media Console itself.

1. Open the Overdrive Media Console.
2. Select the title you need to finish downloading by left clicking on it one time.
3. Click the download button located towards the top of the Overdrive Media Player.
4. Select the parts that still need to be downloaded and attempt to download them.

If you were not able to get any parts downloaded into the Overdrive Media Console, or if you still experience the error, please fill out the support form so that we can assist you further.

MP3 audiobooks transferred from the Overdrive Media Console are placed in the “music” folder on your iPod, not in the audiobook folder like the WMA audiobooks. You can find the MP3 audiobooks by looking for the title of the book under “album,” or the author of the audiobook under “artist”. If you wish to move the MP3 audiobook from the iTunes Music folder to the specific “audiobooks” folder, please complete the following steps. (Note: If you don't see an “audiobooks” folder in iTunes, go to the “Edit” menu and select "Preferences". On the “General” tab, check the "audiobooks" box.)

1. Connect your iPod to your computer and wait for iTunes to finish synching and backing up the files. If iTunes does not open automatically after connecting your iPod, please open the program.
2. Click on the name of your device to expand your device’s playlist library. If the name of your device is not listed, click on the work “Devices” and see if it shows up.
3. Click on the “Music” icon under your device’s name.
4. Find the name of the audiobook you wish to move.
5. Select all the MP3 parts of the audiobook you wish to move to the “Audiobooks” folder. You may hold down the Ctrl (control) button and click each part to highlight multiple parts.
6. Right click the highlighted group and select "Get Info".
7. A message may pop up saying “Are you sure you want to edit information for multiple items?” Click yes if you have only highlighted the parts of the audiobook. This helps keep them as a group in the “audiobooks” folder.
8. In the new window that pops up, click on the “Options” tab.
9. Under "Options," click in the checkbox next to “Media Kind”.
10. Next, click on the drop down menu for "Media Kind."
11. Change the setting from “Music” to "Audiobooks".
12. Click "OK" on the dialog box.

The audiobook parts move to the "audiobooks" folder. You may now disconnect your iPod from the computer.

The error message usually indicates that the temporary license file (.odm file) that initially downloads has expired.

If this file is not opened within OverDrive Media Console within a few hours, it will become invalid. Please check the following and try downloading this audiobook again from your online account.

1. Check that the system time, date, and time zone are correct on your PC. Because of the time sensitive nature of the download, if the time is off by even a few hours, this could cause the error reported.

2. Clear your browser's Temporary Internet Files or cache. This will clear out the previous download attempt.

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'.

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 all’ button at the bottom of this menu.
4. Click 'Yes'.

Internet Explorer 8:
1. In Internet Explorer, go to Tools > Internet Options.
2. On the 'General' tab, in the 'Browsing history' section, click the 'Delete' button.
3. In the Delete Browsing History dialog box, clear all of the check boxes except for 'Temporary Internet Files'.
4. Click 'Delete'.

In Firefox:
1. Delete the title from the OverDrive Media Console.
2. In Firefox, go to Tools > Clear Recent History.
3. Select 'Everything' in the drop down and then click Clear Now.
4. Click 'OK'.

Try downloading this title again from your online account.

To fix this Error, you will need to reset the DRM component that is used to download and play the WMA files.

In Windows XP and Windows 2000:

1. Close all open programs.
2. Open the 'Control Panel'.
3. Open 'Folder Options' and select the 'View' tab.
4. Select 'Show hidden files and folders'.
5. Uncheck 'Hide protected operating system files'.
6. In the warning message you receive, click 'Yes'.
7. Click 'OK'.
8. Close the Control Panel
9. Open “My Computer”
10. Double Click on the “C” drive.
11. Double click on the “Documents and Settings” folder.
12. Double Click “All Users”
13. Right-click the DRM folder and click “Rename”
14. type DRM.old
15. Close all open Windows and open OverDrive Media Console.
16. Go to Tools > Windows Media Player Security Upgrade.
17. Attempt to download an OverDrive Audio Book.

In Windows Vista and Windows 7:

1. Close all open programs.
1. Open the 'Control Panel'.
2. Open 'Folder Options' and select the 'View' tab.
3. Select 'Show hidden files and folders'.
4. Uncheck 'Hide protected operating system files'.
5. In the warning message you receive, click 'Yes'.
6. Click 'OK'.
7. Close the Control Panel
8. Click the Start button. In the 'Start Search' box, paste the following: C:\ProgramData\Microsoft\Windows\DRM
9. Press 'Enter'.
10. Delete ONLY the following 4 files:
• blackbox.bin
• drmstore.hds
• v3ks.bla
• v3ks.sec
11. Close all open Windows and open OverDrive Media Console.
12. Go to Tools > Windows Media Player Security Upgrade.
13. Attempt to download an OverDrive Audio Book.

If the security upgrade will not run from the OverDrive Media Console, the security upgrade may also be run by going to the following site (in Internet Explorer only): http://drmlicense.one.microsoft.com/Indivsite (Please make sure to have Javascript and ActiveX enabled as well.)

If you have not yet downloaded and installed OverDrive Media Console, click here to download OverDrive Media Console: http://www.overdrive.com/software/omc/

If you have installed OverDrive Media Console, you may need to adjust your computer's file associations. File associations tell a computer which program should be used to open a file.

The steps taken to set file associations for the ODM file type vary by operating system.

If you have Windows 7 or Windows Vista…

1. Click on start.
2. Click on Control Panel.
3. Click on Default Programs. If you do not see the default programs icon listed in the control panel, Click on the View by drop down menu arrow, and select (dot) Large items.
4. Click 'Associate a file type or protocol with a program'.
The computer lists the file types used on your system. It can take a few moments for the list to be available.
5. Select 'ODM' and click 'Change Program'.
6. If the OverDrive Media Console is not listed, select 'Browse' and scroll to the OverDrive Media Console folder.
7. Select 'MediaConsole.exe' and click 'Open'.
The OverDrive Media Console should appear as a 'Recommended Program'.
8. Click 'OK'.
Windows reassigns the file association.
9. Click 'Close' to close the 'Default Programs' dialog box.
10. Double-click the ODM file you downloaded to launch the OverDrive Media Console and access the title.

Please note that the initial download is a small file; you download the actual audiobook file(s) from within OverDrive Media Console.

If you have Windows XP, Windows ME, Windows 2000, or Windows 98SE…

1. Open Windows Explorer.
2. Go to Tools > Folder Options > File Types.
The 'Folder Options' dialog box is displayed.
3. In the 'Registered file types' box, find the entry for 'ODM'. Single-click the 'ODM' entry.
The 'ODM' entry is selected.
4. In the 'Details for "ODM" extension' box, click the 'Change' button.
The 'Open With' dialog box is displayed.
5. From the list of programs displayed in the 'Open With' dialog box, select 'OverDrive Media Console'.
6. Click 'OK' to save changes and close the 'Open With' dialog box.
7. Click 'OK' to close the 'Folder Options' dialog box.
8. Double-click the ODM file you downloaded to launch the OverDrive Media Console and access the title.