Post on 17-Jul-2015
So, you may have questions and, occasionally encounter problems
Here, we will try to cover the most asked questions and commonly encountered
problems
Help and SupportWe also have our separate guides
about downloading to different devices:
http://slidesha.re/ebookhow
Questions
How many books can I borrow?
How long can I borrow books?
Can I renew books?
How do I return books?
Why can’t I find the book I want?
Questions ~ How many books can I borrow?
You can borrow up to six books (eBooks or Audiobooks or a mix) at the moment.
(and these will not count against your ordinary library book borrowing limit)
Questions ~ How long can I borrow books for?
You can borrow books for 7, 14 or 21 days. You choose in the settings in your
account.
You can change this anytime, but must do this before you download for the period to
apply to that book.
Questions ~ Can I renew books?
You can’t renew books, they will automatically expire.
But, you can reserve to re-borrow immediately*
You’ll see a button to ‘renew’ or ‘request again’ appear next to the item in your account three days before it’s due to
enable you to do this.
(*if no-one else has reserved the book ahead of you).
Questions ~ How do I return books?
You don’t need to return books, they will automatically expire and be removed
from your account.
But, it may be possible to return a book early, so you can borrow more…
Questions ~ How do I return books?
If you haven’t downloaded a book, you’ll see a ‘Return Title’ button next to it
But, if you’ve downloaded, you can only return it using the software or app on the device you
downloaded to.
Note that not all eBook & Audio formats can be returned early.
Questions ~ Can I reserve books?
If a book is out on loan, you can choose to ‘place a hold’
You’ll then join the queue for that book.
As soon as it becomes available, you can borrow it or opt for it to be borrowed automatically.
You can reserve up to five items and check your progress in your account.
Questions ~ Why can’t I find the book I want?
If you view the eBook Library in your computer browser, it will show
all the available books in all formats. But, if you look on your tablet or smartphone, you’ll see
less books.
This is because the library site detects the type of device you are viewing on and only shows
you titles available in a compatible format.
Questions ~ Why can’t I find the book I want?
In the eBook Library, you'll find a wide range of books including bestsellers and popular authors. There's not as much choice as you'll find in your library, bookshop or online retailers like Amazon. This is because there are still quite a few major publishers who haven't yet agreed to let libraries lend their eBooks, but the Library is growing
with new titles added daily.
Questions ~ Why can’t I see my loan history for eBooks
Due to Data Protection reasons, your library account is unable to share information with the
OverDrive eBook library, apart from your current loans and reservations.
But you can automatically create a ‘read list’ by rating each book as you read it. >>
Questions ~ Why can’t I see my loan history for eBooks
If you use the eBook library on tablets and smartphones, you will have registered for an
OverDrive account.
And you will be able to see which books you’ve borrowed within the Overdrive App
Problems ~ I can’t log in
For your Data Protection, the eBook Library does not store your details.
So every time you log in it has to check with our secure servers
Problems ~ I can’t log in
If you get this warning, it means there’s a network or internet problem preventing the eBook library from checking your details.If you do get this, what you should do is
try again later
Failed HTTP Request. Description = "(null)", Error Message = "Unknown error
0x80072EE2”
Problems ~ I can’t log in
If you get this warning, it means there’s a problem with your account preventing the
eBook library logging you in.There are a number of reasons you might
get this warning…..
Details: (0) Your Library Card and PIN could not be
validated at this time
Problems ~ I can’t log in
• Your library account has expired (an automatic process which happens every three years to comply with the Data Protection Act).
• You have outstanding charges on your account that are over a month old
• You have outstanding charges on your account that exceed £6.• You have books on loan that are long overdue• Your account is registered with a non-Lancashire (local
authority area) address or postcode• An incorrect library card and PIN combination is being used
Details: (0) Your Library Card and PIN could not be validated at this
time
Problems ~ I can’t log inDetails: (0) Your Library Card and PIN could not be validated at this
time
If you get this warning, you can contact us with your Library number and we’ll
investigate
Problems ~ I can’t use ‘Read (in my browser)’
To use ‘Read’, you must have an up to date browser on your PC or device. It will
not work with old versions of Internet Explorer, for example.
Problems ~ I can’t use ‘Read (in my browser)’
Your device will store a few chapters for uninterrupted reading if you happen lose Wi-Fi
or 3G connection, but if you are going to be without an internet connection for a long period, you’ll need to wait to choose download from the
book’s menu in your browser.
Problems ~ I can’t use ‘Listen (in my browser)’
To use ‘Listen’, you must have an up to date browser and operating system. It will
not work with old versions of Internet Explorer, Android and Windows, for example.
Problems ~ I can’t use ‘Listen (in my browser)’
‘OverDrive Listen’ is a streaming service and will cease to work if you are no
longer connected to Wi-Fi or 3G, but it will remember your location within the book and continue where you left off when you regain a signal.
Problems ~ I can’t download or open a book
There can be a number of reasons that you’re having problems downloading a book.
The most common are… The right software or app hasn’t been
installed on your computer first You are trying to download a book you’ve
borrowed but it is in a format incompatible with your device
>>
Problems ~ I can’t download or open a book
Here are a few tips for a successful download: To download to device, go to your account in your
web browser not your app to click ‘Download’ If you have an eReader, disconnect it before you start
a download Check that your computer and ISP security settings
will allow you to download from us If your download doesn’t start, don’t keep clicking, try
again later
Help and SupportIf you are having a problem with
Library books
Use the Support link under ? Help
to contact us
bit.ly/ebooksupport
Find out more about the servicesLancashire Libraries
have available for you
www.lancashire.gov.uk/libraries
www.lancashire.gov.uk