Monday, August 24, 2015

Troubleshooting Tip: Audiobook Files Not Downloading

Troubleshooting Tip for Librarians: What to check if a patron's audiobook files don't download to the OverDrive app.

Make sure the file downloads is turned on. (So simple, yet so easy to overlook!) From the OverDrive app >> Menu (three horizontal lines) >> Files

(When the button is gray, the downloads are turned off. The blue button allows for downloading.)

Other things to try: 
  • Check for a wireless network connection. It is possible (and recommended!) to turn off cellular downloads. (Menu >> Settings)
  • Turn on Automatic Downloads. (Menu >> Settings) 
  • Clear the app cookies and history. (Menu >> Settings)
  • I usually turn on downloads in Safari for Apple users. That, too, along with clearing app cookies and history, seems to fix random issues. (Menu >> Settings)
  • Uninstall and reinstall the OverDrive app. (Be aware that if the patron is moving from an Adobe ID to an OverDrive account, they might lose access to their current eBooks. If this happens, don't forget about the OverDrive READ format.)
  • Try another audiobook title. The audiobook might be out of checkouts and the downloads might need to be reset