17 March 2008

FAQ: tech support, part I -- DRM, burning to cd, downloads

As our patrons start using the Listen Up! Vermont service, we will all run into tech support questions. But what to do? Here's the order for contact:
  1. Your patrons will contact you -- the tech support person and email you gave the GMLC are on the help pages in the consortium's site
  2. If you can't figure it out, email us at vtaudiobooks[at]gmail.com. We'll look into it.
  3. If we can't figure it out, we'll contact the folks at OverDrive, or give you (NOT your patron) the contact info for OverDrive.
The most common issue is that your patron has attempted to download the title more than 3 times. You will remember from the trainings that this is a DRM and publisher protection, to prevent people from downloading the title for everyone they know. If this is the case, send us an email, and as quickly as possible, we'll take care of it.

(Here's a link to a blog post on this issue: http://vtaudiobooks.blogspot.com/2008/03/troubleshooting.html)

Here are some other issues we've come across:
  1. You get a funky error message, with the "Parameter is Incorrect" in the message.

    This often means there is a problem with the DRM (Digital
    Rights Management) component of Windows Media Player. Usually, resetting the DRM will solve this problem. Please follow these steps to
    accomplish that: ** Please note: We apologize, but this is a very involved process. Please make sure you take the time to follow each step carefully. **
    1. Open "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. Rename the DRM folder to DRM.old.
    Depending on your OS, it can be found in different locations:
    Windows 2000 and XP: C:\Documents and Settings\All Users\DRM
    Windows 98: C:\Windows\All Users\DRM
    Windows Millennium Edition: C:\Windows\DRM
    9. Close this window and open OverDrive Media Console.
    10. Go to "Tools > Windows Media Player Security Upgrade".
    11. Once the upgrade is complete, try downloading a book.
  2. You were unable to burn a title to cd.
    This is probably because you tried to burn a cd that cannot be burned. Be sure to look for the "flaming cd" picture. Also be sure you have a cd-r in the drive (some people have had trouble re-using the cd-rws).

  3. Your download seems to skip over a part.

    You may have a corrupted part. First, clear out your temporary Internet files (usually under Tools > Internet Options or Tools > Options. Next, in your My Documents/My Media folder (where your downloads default -- if you changed where your audiobooks download, check that folder), find the folder for the title you are having trouble with. Delete the WMA files for the part you are having trouble with, and then open your OverDrive Media Console.

    Select the parts you just deleted of the problem title, and download again. Try to play that part ASAP, and contact your library if you have more trouble.

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