05 March 2008

FAQ: Troubleshooting -- no download button

Have you gotten this message while testing out the site?

"This download has been disabled. Please contact support"

Here's the deal, straight from our project manager at OverDrive:

"This messaging displays when a patron has tried to download an item directly from the website 3 times. Typically 3 downloads is going to be more than enough for a patron to download and access their title, but sometimes if a patron hasn't yet installed the OverDrive Media Console or has other technical issues, they might keep hitting the Download button and hit the download limit. When resetting the download link, it's always worth asking if it's the patrons first time trying to download a title and asking them to confirm that they have the OverDrive Media Console (and security upgrade) installed."

Maybe you're getting this message too as you try out your barcode or patron number.

Once we go live, if your patrons get this message, you should let Chris or I know.


Anonymous said...

I now have two MP-3 players to lend to patrons. I'd like to send out the MP-3 players with books already loaded, which means using either my computer or the public access computer to check out and download the books.

I've noticed a quirk in the system. Basically anyone using a computer is assumed to be the same person as the last person who logged in from that library on that computer. This means that I can't have more than 4 MP-3 players to loan to patrons from Warren and people who borrow a player can have no more than one book.

Are there any ways to work around this problem?

Stephanie Chase, coordinator said...

This is part of the problem with doing downloads at the Library with a service aimed towards the user being at home/on their own computer.

It also would be a violation of copyright to circulate the player with the title on it -- but not a violation if say, Mrs. Smith called you up and asked you for help downloading a title onto a player that she wants to check out, and you helped her at the Library and made sure the downloaded file was off your public access terminal when you were done.

That being said, you should not have issues logging in if you restart your computer, and you should be downloading the title under the patron's account who wishes to check it out.

Does this help?

Anonymous said...

Yes, that helps. So we can allow people to use the public access computer to download onto our devices or their devices, but we need to delete the file and reboot the computer after each download. Thank you. Deborah at Warren