eAudiobooks: Technical Troubleshooting

 

The following is a list of common eAudiobook technical issues. You can select a particular question or continue down the page to view all content.

Questions:


Need additional help?
Please fill out our Support Request Form or call us at 616-784-2007.

 


 

Answers:

 

I'm getting the following error: "Error code: 80040812. Failed call to fulfill the title. The fulfillment limit (3) for the requested title has been reached."

This error indicates that you have surpassed the allowed 3 times that you can download a particular eAudiobook file. This usually happens if you are having internet connection problems. Please fill out the support request form and a library staff member will reset your download link.

 


 

I'm getting the following error: "Error 0xC00D2751: A problem has occurred in the Digital Rights Management component."

The error you are receiving should be resolved by resetting the DRM (Digital Rights Management) for Windows Media Player. Please perform the following steps carefully:

  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. (For Windows 7 or Vista:)
    1. Click the Start button. In the Start Search box, paste the following:
      C:\ProgramData\Microsoft\Windows\DRM
    2. Press Enter
    3. Delete ONLY the following 4 files:
      blackbox.bin
      drmstore.hds
      v3ks.bla
      v3ks.sec

    (For Windows XP or older:)
    • Find the DRM folder. Depending on your operating system version, it will be in the following location:
      • Windows 2000 and XP:
        C:\Documents and Settings\All Users\DRM
      • Windows 98:
        C:\Windows\All Users\DRM
      • Windows ME:
        C:\Windows\DRM
    • Rename the DRM folder to DRM.old
  9. Close this window and open OverDrive Media Console
  10. Go to Tools > Windows Media Player Security Upgrade
  11. After the Security Upgrade process finishes, try to download your audiobook file again.

 


 

I'm getting the following error: "Unable to acquire a license to play the selected title. The requested license is either invalid or already acquired."

Clearing your temporary files should resolve this error. Please perform the following steps:

  1. Delete the problem title from OverDrive Media Console.
  2. Clear all temporary files from your computer:
    • Go to Start > Programs > Accessories > System Tools > Disk Cleanup
    • Allow Disk Cleanup to run its analysis (this may take some time)
    • When Disk Cleanup is finished analyzing the system, you will see a box notifying you of how much space can be freed by running the cleanup utility. Please place a check in the box next to the following items only:
      • Temporary Internet Files
      • Recycle Bin
      • Temporary Files
      • Temporary Offline Files
      • Offline Files
    • Click OK to run the Cleanup Wizard
    • When Disk Cleanup is finished, reboot your system.
  3. Download the audiobook title from your account again.

 


 

I'm having problems running the Windows Media Player Security Upgrade

If the Media Player Security Upgrade will not run when you go to Tools > Windows Media Player Security Upgrade from the OverDrive Media Console, the security upgrade may also be run by going to (in Internet Explorer only) the following site:

http://drmlicense.one.microsoft.com/Indivsite
(Please make sure to enable JavaScript and ActiveX if asked to. Also, if the Upgrade button is not active, try running Internet Explorer as an administrator.)

If this also does not work, then you may have to reinstall Windows Media Player:

  1. Uninstall Windows Media Player 11 following the steps at this website:
    http://www.microsoft.com/windows/windowsmedia/player/11/readme.aspx#RollingbacktoapreviousversionofthePlayer
  2. Reboot the computer. Open Windows Media Player. This will finish the setup process for Windows Media Player 10.
  3. Re-install Windows Media Player 11. The install program can be downloaded from:
    http://www.microsoft.com/windows/windowsmedia/player/11/default.aspx
  4. Run all available Windows Media Player updates from http://windowsupdate.microsoft.com
  5. Re-run the Windows Media Player Security Upgrade from the OverDrive Media Console under the Tools menu.
  6. Attempt to download an eAudiobook


  

How do I return eAudiobooks early so I can check out more?

eAudiobooks are automatically "returned" at the end of the checkout period. However, if you have reached your 15-item checkout limit, or just want to be considerate of others who may be waiting on hold, you can return your eAudiobook files early by following these steps:

(Note that early returns of eAudiobooks are currently available for MP3-formatted titles only. WMA eAudiobooks cannot be returned before the lending period is up.)

For OverDrive Media Console for Windows:

  1. Select the title you would like to return. (You can select more than one eAudiobook by holding down Ctrl and clicking on each title)
  2. Click the Delete button to display the return and delete options
  3. Click Return / Delete to return the title back to the library
    (Selecting Delete will delete the title from your computer, but you will still have it checked out)

For OverDrive Media Console Mobile App for iPad / iPhone:

  1. From the bookshelf, tap the + button next to the title you want to return.
  2. Tap Return / Delete to display the return options
  3. Tap Return then Delete to return the title back to the library
    (Selecting Delete only will delete the title from your device, but you will still have it checked out)


For OverDrive Media Console Mobile App for Android:

  1. From the bookshelf, tap the + button next to the title you want to return.
  2. Tap Return / Delete to display the return options
  3. Tap Return then Delete to return the title back to the library
    (Selecting Delete only will delete the title from your device, but you will still have it checked out)


For OverDrive Media Console Mobile App for BlackBerry:

  1. Select the title you want to return
  2. Select Menu > Return / Delete to display the return options
  3. Tap Return then Delete to return the title back to the library
    (Selecting Delete only will delete the title from your device, but you will still have it checked out)


For OverDrive Media Console Mobile App for Windows Phone:

  1. Tap and hold the title you want to return
  2. Tap Return / Delete to display the return options
  3. Tap Return then Delete to return the title back to the library
    (Selecting Delete only will delete the title from your device, but you will still have it checked out)


For OverDrive Media Console App for Windows 8:

  1. From the bookshelf, right-click or swipe down on the title you want to return
  2. Select Return / Delete from the bottom ribbon to display the return options
  3. Select Delete and Return to return the title back to the library
    (Selecting Delete but do not return will delete the title from your device, but you will still have it checked out)