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Help - Troubleshooting - OverDrive Video

• I checked out a video and tried to download it, but got an error message reading 'The selected title requires a newer version of the OverDrive Media Console ("2.0.0.0" or higher) than is currently installed...'. What do I need to do to use this title?
• When I try to download an OverDrive Video title I get an error message stating that the specified OverDrive media file is not valid. What is the problem?
• What should I do if my video does not completely download?
• Instead of the video I expected, I downloaded a file with the extension 'ODM'. Where is my video?
• I downloaded a video using Firefox but am unable to open it. What should I do?
• I was prompted to perform a 'Windows Media Player Security Upgrade'. What is this, and how do I complete this process?
• I got an error message while trying to download my video. It says a connection to the Internet could not be established, but I am connected to the Internet. Why am I getting this error?
• I encountered a problem while downloading a Part of my video, and now, OverDrive Media Console won't let me download that Part again. What should I do?
• When I try to download a video, I receive the message 'Unable to open the specified OverDrive Media file', followed by a file path that references a temporary directory on my computer. What should I do?
• When attempting to download my title I receive the message 'An error occurred while attempting to download Part 1 of title. Unable to create the local folder needed to create file path\title-Part1.wmv.tmp'. What causes this problem and how can I fix it?
• How do I clear my browser's temporary Internet files?
• When I attempt to transfer a file to my portable device the Transfer Wizard reports that 'No portable players could be found' even though my player is connected. Why won't the Transfer Wizard recognize my device?
• My video title will not transfer to my portable media device. What should I do?
• When I try to transfer my OverDrive Video title to my Pocket PC I get the error 'Windows Media Player cannot synchronize the protected file. Protected files cannot be converted to the required quality level or file format.' How can I transfer my title to my Pocket PC?
• I cannot find the information I am looking for. What should I do?

I checked out a video and tried to download it, but got an error message reading 'The selected title requires a newer version of the OverDrive Media Console ("2.0.0.0" or higher) than is currently installed...'. What do I need to do to use this title?

This error message indicates that you do not have OverDrive Media Console version 2.0 (or newer) installed. OverDrive Media Console 2.0 (or newer) is required for the playback of OverDrive Video titles. Click here for system requirements and instructions for downloading the latest version of OverDrive Media Console. Once you have downloaded and installed OverDrive Media Console 2.0 (or newer) you may attempt to download the title again. Note that OverDrive Video is a high speed Internet-only product.

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When I try to download an OverDrive Video title I get an error message stating that the specified OverDrive media file is not valid. What is the problem?

This error message indicates that you do not have the most recent version of OverDrive Media Console installed. OverDrive Media Console version 2.0 (or newer) is required to play video.

To review system requirements and download OverDrive Media Console, click here.

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What should I do if my video does not completely download?

Whenever you need to download a video, or a Part of a video, you can do so using the 'Download' option of OverDrive Media Console as follows:

1. Open OverDrive Media Console.
2. Locate the desired title in your 'Media Library', and single-click it.
3. Click the 'Download' button.
   The 'Download' dialog box is displayed, and lists all of the Parts of the selected title. By default, all Parts that have not been downloaded previously are selected.
4. If you are not already online, connect to the Internet.
5. Make sure that only the Part(s) you want to download are selected, then click 'OK'.
   The selected Part(s) will begin downloading, and the download status will be displayed in the lower-right hand corner of OverDrive Media Console.

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Instead of the video I expected, I downloaded a file with the extension 'ODM'. Where is my video?

The download of an ODM file is part of the OverDrive Media file download process. However, the ODM file should automatically be processed, and prompt the OverDrive Media Console to open.

If you have not yet downloaded and installed OverDrive Media Console, click here for download and installation instructions.

If you have installed OverDrive Media Console, you may need to adjust your file associations. File associations tell a computer which program should be used to open a file. To determine if you need to adjust file associations, double-click the ODM file. This should launch OverDrive Media Console and allow you to use your media title. If this does not launch OverDrive Media Console, follow the instructions below to manually set the file association for the ODM file type.

Manually set the file association for the ODM file type as follows:

If you have Windows Vista…

1. Go to Start > Control Panel > Default Programs.
2. Click 'Associate a file type or protocol with a program'.
   The computer lists the file types used on your system. It can take a few moments for the list to be available.
3. Select 'ODM' and click 'Change Program'.
4. If the OverDrive Media Console is not listed, select 'Browse' and scroll to the OverDrive Media Console folder.
5. Select 'MediaConsole.exe' and click 'Open'.
   The OverDrive Media Console should appear as a 'Recommended Program'.
6. Click 'OK'.
   Windows reassigns the file association.
7. Click 'Close' to close the 'Default Programs' dialog box.
8. Double-click the ODM file you downloaded to launch the OverDrive Media Console and access your media title.

Please note that the initial download is a small file; you download the actual video file(s) from within the OverDrive Media Console application.

If you have Windows XP, Windows ME, Windows 2000, or Windows 98SE…

1. Open Windows Explorer.
2. Go to Tools > Folder Options > File Types.
   The 'Folder Options' dialog box is displayed.
3. In the 'Registered file types' box, find the entry for 'ODM'. Single-click the 'ODM' entry.
   The 'ODM' entry is selected.
4. In the 'Details for "ODM" extension' box, click the 'Change' button.
   The 'Open With' dialog box is displayed.
5. From the list of programs displayed in the 'Open With' dialog box, select 'OverDrive Media Console'.
6. Click 'OK' to save your change and close the 'Open With' dialog box.
7. Click 'OK' to close the 'Folder Options' dialog box.
8. Double-click the ODM file you downloaded to launch the OverDrive Media Console and access your media title.

Please note that the initial download is a small file; you download the actual video file(s) from within the OverDrive Media Console application.

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I downloaded a video using Firefox but am unable to open it. What should I do?

Open the video you have downloaded as follows:

If you have Firefox 2.x...

1. Open Firefox.
2. Go to Tools > Options.
   The 'Options' dialog box is displayed.
3. Select 'Content'.
   The 'Content' options are displayed.
4. Under the 'File Types' heading, click the 'Manage...' button.
   The 'Download Actions' dialog box is displayed.
5. Select the 'ODM' file extension and click the 'Change Action' button.
   The 'Change Action' dialog box is displayed.
6. Select option 'Open them with this application'.
   The 'Select Helper Application' dialog box is displayed.
7. In the 'Select Helper Application' dialog box, navigate to the location at which OverDrive Media Console is installed (by default the application is installed to C:\Program Files\OverDrive Media Console) and select 'MediaConsole.exe'.
8. Click 'Open' in the 'Select Helper Application' dialog box.
   The 'Select Helper Application' dialog box closes.
9. Click 'OK' in the 'Change Action' dialog box.
10. Click 'Close' in the 'Download Actions' dialog box.
11. Click 'OK' to exit the 'Options' dialog box.
12. Be sure you are connected to the Internet, and browse to the file you were unable to open. Double-click the file.
    OverDrive Media Console launches, allowing you to use your video file(s).

Please note that the initial download is a small file; you download the actual video file(s) from within the OverDrive Media Console application.

If you have Firefox 1.x…

1. Open Firefox.
2. Go to Tools > Options.
   The 'Options' dialog box is displayed.
3. In the 'Options' dialog box, click the 'Downloads' button.
4. Under the heading 'File Types', select either 'ODM OverDrive.Media' or 'application/x-od-media' (the option you will see will vary depending on the version of Firefox you are using) and click the 'Change action' button.
   The 'Change Action' dialog box is displayed.
5. Select 'Open them in this application'.
   The 'Choose Application' dialog box is displayed.
6. Browse to 'OverDrive Media Console' and double-click 'OverDrive Media Console'.
   The 'Choose Application' dialog box is closed, displaying the 'Change Action' dialog box again.
7. Click the 'OK' button to save your change.
   The 'Change Action' dialog box is closed, displaying the 'Options' dialog box again.
8. Click 'OK' to exit the 'Options' dialog box.
9. Be sure you are connected to the Internet, and browse to the file you were unable to open. Double-click the file. OverDrive Media Console launches, allowing you to use your video file(s).

Please note that the initial download is a small file; you download the actual video file(s) from within the OverDrive Media Console application.

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I was prompted to perform a 'Windows Media Player Security Upgrade'. What is this, and how do I complete this process?

The Windows Media Security Upgrade is a process that must be performed before Microsoft Windows Media Player will allow any DRM-protected files to be played. A security measure, the security update identifies the copy of Windows Media Player with the computer on which the Player is being used. Publishers often require this sort of security in order to discourage the unlawful redistribution of digital content.

If you have not previously performed the security upgrade, the first time that you open OverDrive Media Console, OverDrive Media Console checks to see if you need to complete the security upgrade. If a security upgrade is needed, a message is displayed notifying you that in order to play DRM-protected content, you must first upgrade the security of your Windows Media Player. Follow the instructions provided in the message to complete the security update.

Alternatively, you may complete the security upgrade at any time. Complete the security upgrade as follows...

If you have Windows Media Player 11...

1. While connected to the Internet, open OverDrive Media Console.
2. Go to Tools > Windows Media Player Security Upgrade.
   A dialog box is displayed, notifying you that your Windows Media Player requires a security upgrade to play DRM-protected content.
3. Click 'OK' in the dialog box.
   Windows Media Player opens and the 'Windows Media Player' dialog box is displayed.
4. Click 'Upgrade' to download and install the required security component.
   Windows Media Player indicates that it is 'Connecting to server...'. Once connected, the security component is downloaded and installed. Windows Media Player indicates that the security component was upgraded successfully.
5. Click the 'Close' button in the 'Windows Media Player' dialog box.
   The 'Media Usage Rights Acquisition' dialog box is displayed.
6. Click the 'Play' button in the 'Media Usage Rights Acquisition' dialog box to complete the upgrade.
   Windows Media Player plays a brief file, confirming that you have completed the upgrade.
7. Click the 'Cancel' button to close the 'License Acquisition' dialog box. If desired, you can also close Windows Media Player at this time.
   You have successfully completed the Windows Media Player Security Upgrade.

If you have Windows Media Player 9 or 10...

1. While connected to the Internet, open OverDrive Media Console.
2. Go to Tools > Windows Media Player Security Upgrade.
   A dialog box is displayed, notifying you that your Windows Media Player requires a security upgrade to play DRM-protected content.
3. Click 'OK' in the dialog box.
   Windows Media Player opens and, the 'Security Upgrade Required' dialog box is displayed.
4. Click 'OK' in the 'Security Upgrade Required' dialog box to perform the upgrade.
   The 'License Acquisition' dialog box is displayed, indicating that you have installed the Windows Media Player Security Upgrade.
5. Click the 'Play' button in the 'License Acquisition' dialog box to complete the upgrade.
   Windows Media Player plays a brief file, confirming that you have completed the upgrade.
6. Click the 'Cancel' button to close the 'License Acquisition' dialog box. If desired, you can also close Windows Media Player at this time.
   You have successfully completed the Windows Media Player Security Upgrade.

If at a later time you need to upgrade the security of your Windows Media Player again, do so as follows...

If you have Windows Media Player 11...

1. While connected to the Internet, open OverDrive Media Console.
2. Go to Tools > Windows Media Player Security Upgrade.
   A dialog box is displayed, notifying you of your current Windows Media Player security version and offering the option to re-upgrade.
3. To re-upgrade, click 'OK' in the dialog box.
   Windows Media Player opens, and the 'Media Usage Rights Acquisition' dialog box is displayed.
4. Click 'Play' in the 'Media Usage Rights Acquisition' dialog box to perform the upgrade.
   The 'Media Usage Rights Acquisition' dialog box closes, and Windows Media Player plays a brief file, confirming that you have completed the upgrade. If desired, you can close Windows Media Player at this time.
   You have successfully completed the Windows Media Player Security Upgrade.

If you have Windows Media Player 9 or 10...

1. While connected to the Internet, open OverDrive Media Console.
2. Go to Tools > Windows Media Player Security Upgrade.
   A dialog box is displayed, notifying you of your current Windows Media Player security version and offering the option to re-upgrade.
3. To re-upgrade, click 'OK' in the dialog box.
   Windows Media Player opens, and the 'License Acquisition' dialog box is displayed.
4. Click 'Play' in the 'License Acquisition' dialog box dialog box to perform the upgrade.
   The 'License Acquisition' dialog box closes, and Windows Media Player plays a brief file, confirming that you have completed the upgrade. If desired, you can close Windows Media Player at this time.
   You have successfully completed the Windows Media Player Security Upgrade.

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I got an error message while trying to download my video. It says a connection to the Internet could not be established, but I am connected to the Internet. Why am I getting this error?

This error typically indicates that Windows Media Player is not able to connect to the Internet. It is possible to receive this error message even if you can connect to the Internet using other applications.

Allow Windows Media Player to connect to the Internet by taking the following steps:

1. Configure firewall or Internet security applications to allow Windows Media Player to have Internet access.
2. Disable any web accelerators that you may be running.
3. Add proxy server login information to the OverDrive Media Console. Open OverDrive Media Console and select Tools > Options. Check the box next to 'My Internet connection requires authentication', complete the 'User name' and 'Password' fields, then click 'OK'.

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I encountered a problem while downloading a Part of my video, and now, OverDrive Media Console won't let me download that Part again. What should I do?

Follow these steps to download the Part:

If you have Windows Vista...

1. Close OverDrive Media Console.
2. In Windows Explorer, go to Documents > My Media > WMV Videos (standard), and open the folder for the title that you are trying to download.
3. Delete the WMV file that corresponds to the incomplete Part.
4. Open OverDrive Media Console.
5. Select the title and click on 'Download'. You should now have the option to re-download the incomplete Part.

Please note that downloads of Parts cannot be resumed from the point at which they were interrupted.

If you have Windows 98SE, Windows 2000, Windows ME, or Windows XP...

1. Close OverDrive Media Console.
2. In Windows Explorer, go to My Documents > My Media > WMV Videos (standard), and open the folder for the title that you are trying to download.
3. Delete the WMV file that corresponds to the incomplete Part.
4. Open OverDrive Media Console.
5. Select the title and click on 'Download'. You should now have the option to re-download the incomplete Part.

Please note that downloads of Parts cannot be resumed from the point at which they were interrupted.

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When I try to download a video, I receive the message 'Unable to open the specified OverDrive Media file', followed by a file path that references a temporary directory on my computer. What should I do?

This error typically indicates that your browser's temporary Internet files are too full to process the download. This can be corrected by clearing the temporary Internet files from your web browser as follows:

If you are using Internet Explorer 7.0...

1. Launch Internet Explorer.
2. Go to Tools > Internet Options.
   The 'Internet Options' dialog box is displayed.
3. On the 'General' tab, click the 'Delete...' button under the heading 'Browsing history'.
   The 'Delete Browsing History' dialog box is displayed.
4. Click the 'Delete files...' button.
5. Click the 'Yes' button to confirm the deletion of your temporary Internet files.
6. Click the 'Close' button to close the 'Delete Browsing History' dialog box.
7. Click the 'OK' button to close the 'Internet Options' dialog box.
8. Attempt to download again.

If you are using Internet Explorer 6.0...

1. Launch Internet Explorer.
2. Go to Tools > Internet Options.
   The 'Internet Options' dialog box is displayed.
3. Click the 'Delete Files' button.
   The 'Delete File' dialog box is displayed.
4. Check the 'Delete all offline content' box.
5. Click the 'OK' button to confirm the deletion of your temporary Internet files.
6. Click the 'OK' button again to close the 'Internet Options' dialog box.
7. Attempt to download again.

If you are using Firefox 2.x...

1. Launch Firefox.
2. Go to Tools > Options.
   The 'Options' dialog box is displayed.
3. Select the 'Privacy' option.
   The 'Privacy' options are displayed.
4. Under the 'Private Data' heading, click the 'Clear Now...' button.
   The 'Clear Private Data' dialog box is displayed.
5. Check option 'Cache' and ensure that the other checkboxes are not checked.
6. Click 'Clear Private Data Now' to delete your temporary Internet files.
7. Click 'OK' to close the 'Options' dialog box.
8. Attempt to download again.

If you are using Firefox 1.x…

1. Launch Firefox.
2. Go to Tools > Options.
   The 'Options' dialog box is displayed.
3. Click the 'Privacy' button.
   From the areas listed, locate 'Cache'. Click the 'Clear' button to the right of 'Cache' to delete your temporary Internet files.
4. Click the 'OK' button again to close the 'Options' dialog box.
5. Attempt to download again.

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When attempting to download my title I receive the message 'An error occurred while attempting to download Part 1 of title. Unable to create the local folder needed to create file path\title-Part1.wmv.tmp'. What causes this problem and how can I fix it?

This message typically indicates that the specified download location either does not exist or OverDrive Media Console does not have permission to write to the location. To resolve this issue, reset the download location in OverDrive Media Console to its default setting by following these steps...

1. If the title is displayed in OverDrive Media Console, delete it by selecting the title and clicking the 'Delete' button.
2. In OverDrive Media Console, go to Tools > Options.
   The 'Options' dialog box is displayed.
3. In the 'Options' dialog box, under the heading 'Format', locate 'Video' and select it. Then, click the 'Browse' button.
   The 'Browse for Folder' dialog box is displayed.
4. In the 'Browse for Folder' dialog box, navigate to 'My Documents' and select My Media > WMV Videos (standard), then click 'OK' to close the 'Browse for Folder' dialog box.
5. Click 'OK' to exit the 'Options' dialog box.
6. Access your library account and attempt your download again.

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How do I clear my browser's temporary Internet files?

Clear your browser's temporary Internet files as follows...

If you are using Internet Explorer 7.0...

1. Launch Internet Explorer.
2. Go to Tools > Internet Options.
   The 'Internet Options' dialog box is displayed.
3. On the 'General' tab, click the 'Delete...' button under the heading 'Browsing history'.
   The 'Delete Browsing History' dialog box is displayed.
4. Click the 'Delete files...' button.
5. Click the 'Yes' button to confirm the deletion of your temporary Internet files.
6. Click the 'Close' button to close the 'Delete Browsing History' dialog box.
7. Click the 'OK' button to close the 'Internet Options' dialog box.
8. Attempt to download again.

If you are using Internet Explorer 6.0...

1. Launch Internet Explorer.
2. Go to Tools > Internet Options.
   The 'Internet Options' dialog box is displayed.
3. Click the 'Delete Files' button.
   The 'Delete File' dialog box is displayed.
4. Check the 'Delete all offline content' box.
5. Click the 'OK' button to confirm the deletion of your temporary Internet files.
6. Click the 'OK' button again to close the 'Internet Options' dialog box.
7. Attempt to download again.

If you are using Firefox 2.x...

1. Launch Firefox.
2. Go to Tools > Options.
   The 'Options' dialog box is displayed.
3. Select the 'Privacy' option.
   The 'Privacy' options are displayed.
4. Under the 'Private Data' heading, click the 'Clear Now...' button.
   The 'Clear Private Data' dialog box is displayed.
5. Check option 'Cache' and ensure that the other checkboxes are not checked.
6. Click 'Clear Private Data Now' to delete your temporary Internet files.
7. Click 'OK' to close the 'Options' dialog box.
8. Attempt to download again.

If you are using Firefox 1.x…

1. Launch Firefox.
2. Go to Tools > Options.
   The 'Options' dialog box is displayed.
3. Click the 'Privacy' button.
   From the areas listed, locate 'Cache'. Click the 'Clear' button to the right of 'Cache' to delete your temporary Internet files.
4. Click the 'OK' button again to close the 'Options' dialog box.
5. Attempt to download again.

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When I attempt to transfer a file to my portable device the Transfer Wizard reports that 'No portable players could be found' even though my player is connected. Why won't the Transfer Wizard recognize my device?

If you connected your device and immediately attempted to transfer files, it is possible that Windows had not yet recognized the device. Wait a few moments after connecting the device and attempt the transfer again.

If the error persists, your device may not support the transfer and playback of DRM-protected Windows Media Video files encoded at 500kbps. To review a list of supported portable devices, click here. Note that in order to use OverDrive Video titles on a device, the device must either support the bit rate of 500kbps or be able to transcode 500kbps files to a supported bit rate. You may want to check device documentation to determine if a device supports DRM-protected Windows Media Video content at 500kbps.

Note that if you are using a Pocket PC, OverDrive Media files must be transferred to a memory card. Be sure you have a memory card with sufficient memory space installed, and be sure to specify the memory card in the course of the transfer process.

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My video title will not transfer to my portable media device. What should I do?

Verify that your portable media device supports DRM-protected Windows Media Video files encoded at 500Kbps. Check the OverDrive Device Resource Center for a list of compatible devices or contact the manufacturer of your device for more information.

After you have verified that your device will play our video files, ensure that you have downloaded the 'Mobile' version of your video. Videos are available in 'Standard' and 'Mobile' versions, but only the 'Mobile' version will successfully transfer to supported portable media devices.

Should you need to download the 'Mobile' version of your video, you may access your title at this site by logging in and then selecting 'bookshelf'.

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When I try to transfer my OverDrive Video title to my Pocket PC I get the error 'Windows Media Player cannot synchronize the protected file. Protected files cannot be converted to the required quality level or file format.' How can I transfer my title to my Pocket PC?

To correct this error please follow these steps...

1. Open Windows Media Player and go to Tools > Options.
2. In the 'Options' dialog box, choose the 'Devices' tab.
3. Select the storage card from the list of devices and click the 'Properties' button.
4. Click the 'Quality' tab.
5. Uncheck the option to 'Convert files as required by this device.'
6. Click 'OK' to close the 'Storage Card Properties' window.
7. Click 'OK' to close the 'Options' window.
8. Close Windows Media Player and attempt to transfer your file again using OverDrive Media Console.

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I cannot find the information I am looking for. What should I do?

If you cannot find the information you are looking for with reference to our Help section, please email support. In order to facilitate troubleshooting, please include the following information in your correspondence:

• Steps to reproduce the problem (in as much detail as possible)
• Exact text of any error message (screen shots are helpful)
• URL(s) of any error page(s) you encounter
• Library card number
• Title(s) of video(s)
• OverDrive Media Console version (find this in OverDrive Media Console under Help > About OverDrive Media Console.)
• Windows Media Player version (find this in OverDrive Media Console under Help > About OverDrive Media Console.)
• Windows Media Player DRM version (find this in OverDrive Media Console under Help > About OverDrive Media Console.)
• Operating system (Windows Vista, Windows XP, Windows 98 SE, etc.)
• Internet browser and version (Internet Explorer 7.0, Firefox 2.0, etc. In most browsers, find this under Help > About.)
• If applicable, device type and operating system

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