31 March 2009

Troubleshooting: Missing Items In Your Basket

Have you had a book that you've put it into your basket on Listen Up! Vermont, only to go to checkout and receive a message that there is nothing in your basket? OverDrive says that such problems usually arrive when the site has trouble authenticating your account, which might happen if you are visiting the http://gmlc.lib.overdrive.com address (which you might have bookmarked), rather than the http://www.listenupvermont.org address. The sites look exactly the same.

Here's the full explanation:

"We have seen similar issues in the past with patrons losing items in their basket when they log into their account using EZProxy authentication. This can occur if the URL you added the items to does not match the URL that the EZProxy server sends you back after logging into your account. (This is most common if the URL of the live digital library website changes and the EZProxy login is not updated.) When the patron is shot back to the new URL, the item(s) they had in their cart go into limbo until they expire.

The EZProxy server seems to be working for this library as it is sending the user back to the correct live website (http://www.listenupvermont.org) after logging into their account. But,
it is possible that your colleague is starting out with the CNAME website we have for the Listen Up! Vermont (http://gmlc.lib.overdrive.com). This website looks and functions like the live website. Though this website does not appear to be linked anywhere, if your user starts at this website, it is possible they will experience the behavior reported.

That said, if your colleague continues to experience this behavior, please ask them to note the URL of the website when they first go to the website (before logging into her account)."

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