We in OverDrive Support Services are committed to providing quality solutions to common support questions. Over the course of the next several months, we’re going to present blogs highlighting the solutions to the most common types of issues. For this month, we’re looking at mobile device issues (Android, iOS, and Windows Phone).

  1. App Crashes and General Issues – The most commonly used solution for mobile devices is “What to do if a title is not properly loading or OverDrive’s mobile app is crashing.” This solution provides a few options for each type of mobile device to resolve general crash issues. Sometimes the problem stems from the app running in the background and forcing a shutdown fixes the problem, or rebooting the device sometimes may be all that’s needed. Either way, this solution should resolve most general problems that may occur with the OverDrive Media Console app for mobile devices.
  2. Format Compatibility – Another issue mobile device users may encounter is one of format compatibility. WMA, WMV, and PDF titles are not supported by OverDrive’s mobile app, and we have put measures in place to prevent unsupported formats from being shown as an option when appropriate. As a result, a user on a mobile device may see the “Borrowing and downloading are disabled for this device” when looking at a title in WMA, WMV, or PDF format.
  3. App Bookshelf vs. Website Bookshelf – In some instances, there is confusion between the OverDrive app’s bookshelf and the bookshelf on the library website. One solution that helps shed light on the difference between the two is “Where is the title I downloaded using OverDrive’s mobile app?” The other side of this is the solution “How to find titles you have checked out,” which helps clarify how to find titles on the library site’s bookshelf after you’ve checked them out.
  4. EPUB Download Errors – Another of the most common issues is one where OMC indicates that an eBook is prematurely expired. This is usually noted with the message “E_ADEPT_REQUEST_EXPIRED.” The cause of this is nearly always a date and time discrepancy between the device’s clock and Adobe’s servers. While allowing the device’s date and time to be set automatically works for most, setting it manually may be the best way to resolve this problem.
  5. Stalled Downloads – The final issue I want to highlight is one where the cellular connection may not be working reliably enough to download titles. In such cases, we have solutions specific to iOS and Android  – the platforms on which the issue occurs commonly – which address trying Wi-Fi instead of cellular connections.

As always, if the help articles linked above do not immediately resolve the issues, OverDrive’s Support Services team is available to assist through the support form found in Marketplace.

If you are an end user, please visit the help pages on your library site by clicking on Help (question mark) so that you can research the help articles for your issue or contact your library with specific questions.

 

Justin Noszek is a Support Services Specialist at OverDrive.

 

4 Responses to “5 most common mobile device support issues”

  1. Julie

    Yes, there is confusion between the App bookshelf & the Website bookshelf, so can we change the terminology so that it doesn’t confuse our library patrons? Maybe call the Website Bookshelf “My Checkouts” or “My Titles” or something like that. Our users don’t understand why it’s called the same thing, and frankly neither do our staff members. Plus, when patrons check out music or videos, it’s not a “book”shelf any longer.

    • Heather Tunstall

      Thanks for your feedback. We appreciate how important this is and are actively working on enhancements that we will announce later this year.