1. V.05312008 |© OverDrive, Inc. 2008 | Page 1 Support & Troubleshooting For library staff who work with patrons. Review common support issues and learn how to offer assistance. Contact: training@overdrive.com.training@overdrive.com Welcome to Patron Assistance & Support!

2. V.05312008 |© OverDrive, Inc. 2008 | Page 2 Objectives At the end of today's session you will be able to identify:  OverDrive support resources.  Common support issues.  Basic assistance you can offer.

3. V.05312008 |© OverDrive, Inc. 2008 | Page 3 1. Introduction:  What is an OverDrive Digital Library?  OverDrive Formats.  Digital Rights. 2. Overview. 3. Support tips. 4. Your experiences. 5. Additional resources. 6. Next Steps. Key Topics

4. V.05312008 |© OverDrive, Inc. 2008 | Page 4 What is an OverDrive Digital Library?  Your OverDrive Digital Library is an Internet-based library hosted by OverDrive.  Your library / consortium has selected a custom collection.  Patrons may borrow and download titles using their library card.  Titles are available 24/7 … anytime, anywhere!  All formats include accessibility features for the visually impaired.  Real-time reports track circulation online.

5. V.05312008 |© OverDrive, Inc. 2008 | Page 5 What formats are available? OverDrive offers eBooks, Audiobooks, Music, and Video.

6. V.05312008 |© OverDrive, Inc. 2008 | Page 6 How does your OverDrive Digital Library work? Best of all, titles automatically expire at the end of the lending period. 1. Browse 2. Check Out 3. Download... enjoy!

7. V.05312008 |© OverDrive, Inc. 2008 | Page 7 What are Digital Rights? OverDrive utilizes Digital Rights Management (DRM) Protection to help block unlawful file sharing. This technology can be part of installing software, downloading a title, and/or registering a computer or device. Publishers also set digital rights for each title.  These permissions describe what you can do with the title after download.  Examples include: Burn to CD, transfer to a portable device, copy / paste, and print.  'Digital Rights Information' is provided for each title on your OverDrive Digital Library.

8. V.05312008 |© OverDrive, Inc. 2008 | Page 8 Overview

9. V.05312008 |© OverDrive, Inc. 2008 | Page 9 Operating System / Software Requirements OverDrive Audiobooks, Music, and Video are for use on Windows ® Operating Systems (Windows 98 SE or higher). OverDrive Media Console and Windows Media Player (9 series or higher) are required. Adobe eBooks can be read on PCs and Macs with Adobe Reader Version 7 or Adobe Digital Editions. Mobipocket eBooks are for use on Windows Operating Systems (Windows 2000 or higher) with Mobipocket Reader Version 4.x or higher. Audiobooks / Music / Video Adobe Reader eBooks Mobipocket eBooks

10. V.05312008 |© OverDrive, Inc. 2008 | Page 10 Free Digital Media Software  Free digital media software is needed to download and enjoy OverDrive titles.  Look for the software links on the home page of your OverDrive Digital Library.  Each software link provides download information and FAQs.  There is also a reminder link on the download page for each title.  Remember, some issues can be resolved by installing the latest version of a software.

11. V.05312008 |© OverDrive, Inc. 2008 | Page 11 Windows Media Player Security Upgrade  First-time users will be prompted to complete a one-time security upgrade for Windows Media Player.  Follow the prompts to complete the upgrade.  Start the upgrade manually by going to: OverDrive Media Console > Tools > Windows Media Player Security Upgrade…

12. V.05312008 |© OverDrive, Inc. 2008 | Page 12 Compatible Devices  The device must play DRM-protected Windows Media files.  Audiobooks : The device must support the bit rate of 32kbps.  Music : The device must support the bit rate of 64kbps. Hundreds of portable devices are available. Check out OverDrive's Device Resource Center: www.overdrive.com/DeviceResourceCenterwww.overdrive.com/DeviceResourceCenter.

13. V.05312008 |© OverDrive, Inc. 2008 | Page 13 How many titles will fit? Each 'Part' of an Audiobook is approximately 1 hour. A 1 GB device will hold 4 to 6 average length Audiobooks! Storage Hours / Parts 128 MB=7 hours / parts 256 MB=14 hours / parts 512 MB=28 hours / parts 1 GB=56 hours / parts 2 GB=112 hours / parts 10 GB=560 hours / parts 20 GB=1120 hours / parts

14. V.05312008 |© OverDrive, Inc. 2008 | Page 14 Expired Titles / Additional Checkouts When a title is due, it automatically expires on the computer. OverDrive Audio / Music / Video: Repeat the checkout process, download a new license, and listen to previously downloaded parts. Adobe eBooks: To check out an Adobe eBook again, delete the title from ADE and from My Documents > My Digital Editions. Then check out and download the title again. Mobipocket eBooks: To check out a Mobipocket eBook again, simply check out and download a new version of the title.

15. V.05312008 |© OverDrive, Inc. 2008 | Page 15 Early Returns Adobe eBooks can be early-returned: Adobe Digital Editions > Library View > Click on the thumbnail arrow > Return Borrowed Item (ADE). There are no early returns for OverDrive Audiobooks / Music / Video or Mobipocket eBooks.

16. V.05312008 |© OverDrive, Inc. 2008 | Page 16 Mobipocket Registration Before checking out a Mobipocket title, be sure to register a Device PID.  Copy the device PID from Mobipocket Reader: Reading Devices > Edit Properties > Copy Device PID.  Paste the device PID into your OverDrive Digital Library account: Login to your OverDrive Digital Library > My Account > My Mobipocket PIDs.

17. V.05312008 |© OverDrive, Inc. 2008 | Page 17 Support Tips

18. V.05312008 |© OverDrive, Inc. 2008 | Page 18 "How do I place a hold?"  If a title is not available for checkout, there will be a link: 'Place a hold' (or similar).  Enter an email address and receive a notification when the title is available.  Hold notification email will include the title information, a link to the digital library site, and instructions to check out the hold.  To check the status of a hold, go to My Account > My Holds.

19. V.05312008 |© OverDrive, Inc. 2008 | Page 19 "I added a hold to my cart, and it has disappeared." Explanation:  Remember, when you add a title to your cart, the checkout must be completed within the noted time period.  If the title is not checked out in that time period, it is removed from the Cart.  The title will be given to the next person in line or made available for anyone to check out.

20. V.05312008 |© OverDrive, Inc. 2008 | Page 20 Solution #1: Is a firewall running?  This can include applications such as Zone Alarm or Norton Internet Security.  Configure the firewall to always allow Internet access for OverDrive Media Console and Windows Media Player. Norton Personal Firewall: Modify the Internet access settings for both OverDrive Media Console and Windows Media Player to 'Permit'. "I received a connection error from OverDrive Media Console."

21. V.05312008 |© OverDrive, Inc. 2008 | Page 21 Solution #2: Check Windows Media Player's connection setting.  Go to Tools > Options > Player tab.  Under 'Player Settings' check 'Connect to the Internet' and click 'OK'. "I received a connection error from OverDrive Media Console."

22. V.05312008 |© OverDrive, Inc. 2008 | Page 22 "I encountered a problem downloading a part to OverDrive Media Console, and now I can't download that part again." Solution: 1.Close OverDrive Media Console. 2.In Windows Explorer, go to: My Documents > My Media. Open the folder for the title you are trying to download. 3.Delete the.WMA or.WMV file that corresponds to the incomplete part. 4.Open OverDrive Media Console. 5.Select the title and click on the 'Download' button. 6.You should now have the option to re-download the incomplete part.

23. V.05312008 |© OverDrive, Inc. 2008 | Page 23 "My CD player won't play the audio CD I burned." Suggestions:  Review Burn to CD steps with patron.  Many CD players, especially older models, will not play CD-Rs. Fewer still will play CD- RWs.  Check the CD player's documentation to see if it supports playback of CD-Rs and CD-RWs.  Try the CD in another CD player.  If the issue is not resolved, please escalate the issue to OverDrive support.

24. V.05312008 |© OverDrive, Inc. 2008 | Page 24 A borrower might report:  A missing download button.  A download error. Why does this happen?  Adobe eBooks: A license can be downloaded one time during a single lending period.  OverDrive Video: A license can be downloaded two times during a single lending period.  OverDrive Audio Titles: A license can be downloaded three times during a single lending period. A license for a checked out title is downloaded when a borrower clicks the 'download' button. "My download button is missing."

25. V.05312008 |© OverDrive, Inc. 2008 | Page 25 Solution: Use Content Reserve to reactivate a download: 1.You will need the borrower's library card number and title. 2.Login to Content Reserve: Reports Tab > Search Checkouts. 3.Enter the library card number. The 'Checkout Details' page appears. 4.Click 'View' next to the title you wish to reactivate. 5.Under 'Reactivate Checkout', enter a reason (required for Adobe eBooks). 6.Click 'Reactivate'. 7.The title can now be downloaded. "My download button is missing."

26. V.05312008 |© OverDrive, Inc. 2008 | Page 26 From staff: "Was my purchase order submitted successfully?" 1.From your Content Reserve account go to: Reports > View Purchase Order History. 2.If the order is not there, a pop-up blocker add-in (that comes with Internet Explorer) may have prevented your submission. 3.To disable the pop-up blocker feature for Content Reserve:  Open Internet Explorer.  Go to: Tools > Pop-Up Blocker > Pop-Up Blocker Settings.  Under 'Exceptions', add the URL for Content Reserve: www.contentreserve.com. www.contentreserve.com  Click 'Add', then 'Close'. 4.Now you should be able to successfully submit your purchase order.

27. V.05312008 |© OverDrive, Inc. 2008 | Page 27 What questions have you received from patrons?

28. V.05312008 |© OverDrive, Inc. 2008 | Page 28 Resources

29. V.05312008 |© OverDrive, Inc. 2008 | Page 29 Help Resources Help link : This is the best resource for Frequently Asked Questions! Quick Start Guide : How to get started in three easy steps. Guided Tour : Self-paced guides to selecting, downloading, and enjoying digital titles.  Flash-based.  Review the entire guided tour in about 25 minutes, or select an individual topic. Patron Support: Patrons may email the library support team for assistance. Staff Support: Email us at support@libraryreserve.com. (Please do not share this email with patrons.) support@libraryreserve.com

30. V.05312008 |© OverDrive, Inc. 2008 | Page 30 Gear2Go Affordable, durable, and easy-to-use portable devices by Creative Labs.  Provide librarians and staff with portable devices.  Discounted prices to fit your budget.  Staff can help increase interest in your digital collection by demonstrating digital media options.  For more information, contact OverDrive's Joe Dickinson at jdickinson@overdrive.com. jdickinson@overdrive.com

31. V.05312008 |© OverDrive, Inc. 2008 | Page 31 Training We offer custom training to ensure your staff is comfortable and familiar with your OverDrive service. Courses include:  Best Practices  Digital Library 101  Marketplace  Patron Assistance & Support  Reports Interested in additional training? Contact training@overdrive.com.training@overdrive.com

32. V.05312008 |© OverDrive, Inc. 2008 | Page 32 Next Steps  Watch for our follow-up email.  Check out OverDrive's Training Resources.Training Resources  Questions? Email: support@libraryreserve.com. Reminder: Please do not share this email with patrons.support@libraryreserve.com