eAUDIOBOOK HELP

As long as your equipment and software meet the system requirements, there are really only two main error messages you may experience while attempting to use eAudiobooks:

1. "Unable to start download."
2. "A problem occurred and a license could not be issued."

Unable to start download

The "Unable to Start Download" message you received may be caused by the following conditions:

• Computers date/time/time zone settings may be off
• Filters, such as privacy, spam blocker or spyware may be interfering
• Accessing NetLibrary through your library's web page

1. To check date / time settings double click the clock icon in the lower right corner of your screen. Make sure that the day of week, hours, and minutes are current. Also, make sure that the AM / PM selection is correctly set. Next, check the time zone and make sure it correctly reflects your area. Try your download again.
2. If your date / time settings are correct and you're still receiving this message, then the problem may be caused by either privacy, spam blocker or spyware filters. Right click on the privacy, spam blocker or spy ware icons and temporarily disable them. Try your download again. After the download is complete, re-enable your privacy, spam blocker or spy ware filters.
3. If you are accessing NetLibrary through your library's web page and your library is using a proxy server, the proxy server may be causing this issue. To get around the problem, go directly to the NetLibrary Home Page and try your download again.

If you are still getting the "Unable to Start Download" message after checking these settings, you may contact netLibrary Tech Support at (800) 848-5800, menu option 3, or by sending an e-mail to support@oclc.org.


A problem occurred and a license could not be issued

The "A problem occurred and a license could not be issued" error you received may be caused by the following conditions:

• Internet Explorer 7.0 Active X is disabled
• Computers date/time/time zone settings may be off
• The Digital Rights Management (DRM) folder on your computer has become corrupt.

If you are using Internet Explorer 7.0 (IE), add *.netlibrary.com to your trusted sites. To do this, click Tools, Internet Options. From the Security tab, select the Trusted Sites zone and click the "sites" button. Uncheck "Require server verification (https:) for all sites in this zone." Click "add" and enter the following site: *.netlibrary.com and click OK to dismiss all dialogues and try the title again.

If your title was previously working and you are now receiving this message, log on to http://www.netlibrary.com. Click on the "Checked Out Items" link. Find your title and click on the "Download this Audiobook" link. Click on the link "Renew your checkout for 21 days (No Download. Only license to play file)". Try to play your title again.

If other options have failed, your DRM folder may be corrupt. To resolve this, rename the hidden DRM folder located under \Documents and Settings\All Users\ and try to play the title again. If you do not see the DRM folder under \All Users\ perform the following steps:

• Click the Tools Menu and select 'Folder Options'
• Click the 'View' tab
• Uncheck the 'Hide protected operating system files (Recommended)' and click 'Yes' on the warning.
• On the 'Hidden files and folders' selection, click 'Show hidden files and folder'
• Click OK and you should see the hidden DRM folder
• Rename the DRM folder to DRM.old and try to play your title
• When you're done, return to the 'View' tab and restore settings back to their original state.

If you are still getting the "A problem occurred and a license could not be issued" message after checking these settings, you may contact netLibrary Tech Support at (800) 848-5800, menu option 3, or by sending an e-mail to support@oclc.org.