Enjoying eBooks & Audiobooks from

Lancashire County Library

FAQs & Problems

www.lancashire.gov.uk

You can enjoy our Library books in a wide variety of ways

So, you may have questions and, occasionally encounter problems

Here, we will try to cover the most asked questions and commonly encountered

problems

Help and SupportYou’ll find more help

In the eBook and Audio Library itself

Help and SupportWe also have our separate guides

about downloading to different devices:

http://slidesha.re/ebookhow

Questions

How many books can I borrow?

How long can I borrow books?

Can I renew books?

How do I return books?

Why can’t I find the book I want?

Questions ~ How many books can I borrow?

You can borrow up to six books (eBooks or Audiobooks or a mix) at the moment.

(and these will not count against your ordinary library book borrowing limit)

Questions ~ How long can I borrow books for?

You can borrow books for 7, 14 or 21 days. You choose in the settings in your

account.

You can change this anytime, but must do this before you download for the period to

apply to that book.

Questions ~ Can I renew books?

You can’t renew books, they will automatically expire.

But, you can reserve to re-borrow immediately*

You’ll see a button to ‘renew’ or ‘request again’ appear next to the item in your account three days before it’s due to

enable you to do this.

(*if no-one else has reserved the book ahead of you).

Questions ~ How do I return books?

You don’t need to return books, they will automatically expire and be removed

from your account.

But, it may be possible to return a book early, so you can borrow more…

Questions ~ How do I return books?

If you haven’t downloaded a book, you’ll see a ‘Return Title’ button next to it

But, if you’ve downloaded, you can only return it using the software or app on the device you

downloaded to.

Note that not all eBook & Audio formats can be returned early.

Questions ~ Can I reserve books?

If a book is out on loan, you can choose to ‘place a hold’

You’ll then join the queue for that book.

As soon as it becomes available, you can borrow it or opt for it to be borrowed automatically.

You can reserve up to five items and check your progress in your account.

Questions ~ Why can’t I find the book I want?

If you view the eBook Library in your computer browser, it will show

all the available books in all formats. But, if you look on your tablet or smartphone, you’ll see

less books.

This is because the library site detects the type of device you are viewing on and only shows

you titles available in a compatible format.

Questions ~ Why can’t I find the book I want?

In the eBook Library, you'll find a wide range of books including bestsellers and popular authors. There's not as much choice as you'll find in your library, bookshop or online retailers like Amazon. This is because there are still quite a few major publishers who haven't yet agreed to let libraries lend their eBooks, but the Library is growing

with new titles added daily.

Questions ~ Why can’t I see my loan history for eBooks

Due to Data Protection reasons, your library account is unable to share information with the

OverDrive eBook library, apart from your current loans and reservations.

But you can automatically create a ‘read list’ by rating each book as you read it. >>

Questions ~ Why can’t I see my loan history for eBooks

If you use the eBook library on tablets and smartphones, you will have registered for an

OverDrive account.

And you will be able to see which books you’ve borrowed within the Overdrive App

Problems

I can’t log in

I can’t use ‘Read (in my browser)’

I can’t download or open a book

Problems ~ I can’t log in

For your Data Protection, the eBook Library does not store your details.

So every time you log in it has to check with our secure servers

Problems ~ I can’t log in

If you get this warning, it means there’s a network or internet problem preventing the eBook library from checking your details.If you do get this, what you should do is

try again later

Failed HTTP Request. Description = "(null)", Error Message = "Unknown error

0x80072EE2”

Problems ~ I can’t log in

If you get this warning, it means there’s a problem with your account preventing the

eBook library logging you in.There are a number of reasons you might

get this warning…..

Details: (0) Your Library Card and PIN could not be

validated at this time

Problems ~ I can’t log in

• Your library account has expired (an automatic process which happens every three years to comply with the Data Protection Act).

• You have outstanding charges on your account that are over a month old

• You have outstanding charges on your account that exceed £6.• You have books on loan that are long overdue• Your account is registered with a non-Lancashire (local

authority area) address or postcode• An incorrect library card and PIN combination is being used

Details: (0) Your Library Card and PIN could not be validated at this

time

Problems ~ I can’t log inDetails: (0) Your Library Card and PIN could not be validated at this

time

If you get this warning, you can contact us with your Library number and we’ll

investigate

Problems ~ I can’t use ‘Read (in my browser)’

To use ‘Read’, you must have an up to date browser on your PC or device. It will

not work with old versions of Internet Explorer, for example.

Problems ~ I can’t use ‘Read (in my browser)’

Your device will store a few chapters for uninterrupted reading if you happen lose Wi-Fi

or 3G connection, but if you are going to be without an internet connection for a long period, you’ll need to wait to choose download from the

book’s menu in your browser.

Problems ~ I can’t use ‘Listen (in my browser)’

To use ‘Listen’, you must have an up to date browser and operating system. It will

not work with old versions of Internet Explorer, Android and Windows, for example.

Problems ~ I can’t use ‘Listen (in my browser)’

‘OverDrive Listen’ is a streaming service and will cease to work if you are no

longer connected to Wi-Fi or 3G, but it will remember your location within the book and continue where you left off when you regain a signal.

Problems ~ I can’t download or open a book

There can be a number of reasons that you’re having problems downloading a book.

The most common are… The right software or app hasn’t been

installed on your computer first You are trying to download a book you’ve

borrowed but it is in a format incompatible with your device

>>

Problems ~ I can’t download or open a book

Here are a few tips for a successful download: To download to device, go to your account in your

web browser not your app to click ‘Download’ If you have an eReader, disconnect it before you start

a download Check that your computer and ISP security settings

will allow you to download from us If your download doesn’t start, don’t keep clicking, try

again later

Help and SupportIf you still need help with using Library

books

You’ll find lots in the Library

Help and SupportIf you are having a problem with

Library books

Use the Support link under ? Help

to contact us

bit.ly/ebooksupport

Find out more about the servicesLancashire Libraries

have available for you

www.lancashire.gov.uk/libraries

www.lancashire.gov.uk