Troubleshooting Downloadable Audiobooks

Much as we all hate to admit it, problems do occur.  Follow the links below for ideas on how to solve some of the most frequently reported issues to LPL:

NOTE:  If the solutions we suggest  do not fix your problems, you can email our Maine InfoNet support at: audiobooks.maineinfonet@gmail.com. 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 problem download(s)
* Applicable software version (this information can typically be found under Help > About.)
* 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

PROBLEMS and SOLUTIONS

PROBLEM: You get this error message when trying to download a book to the Overdrive Media Console (OMC) or whey attempting to open a book in the OMC:

“Problem has occurred in retrieving the digital rights management machine identification. Contact Microsoft product support.”

SOLUTION:

Reset the DRM (Digital Rights Management) for Windows Media Player

Follow these steps:
*** Please make sure to follow each step carefully. ***

1. Open the ‘Control Panel’.
2. Open ‘Folder Options’ and select the ‘View’ tab.
3. Select ‘Show hidden files and folders’.
4. Uncheck ‘Hide protected operating system files’.
5. In the warning message you receive, click ‘Yes’.
6. Click ‘OK’.
7. Close the Control Panel
8. Follow the steps below for your operating system:

If you are using Windows Vista:

Click the Start button. In the ‘Start Search’ box, paste the following:

C:\ProgramData\Microsoft\Windows\DRM

2. Press ‘Enter’.

3. Delete ONLY the following 4 files:
blackbox.bin
drmstore.hds
v3ks.bla
v3ks.sec

4. Close this window and open OverDrive Media Console.
5. Go to ‘Tools’ > ‘Windows Media Player Security Upgrade’.

If it will not run from the OverDrive Media Console, the security upgrade may also be run by going
to (in Internet Explorer only) the following site: http://drmlicense.one.microsoft.com/Indivsite

If you are using Windows XP or older:

1. Rename the DRM folder to DRM.old. Depending on your OS, it can be found in different locations:
- Windows 2000 and XP: C:\Documents and Settings\All Users\ DRM
- Windows 98: C:\Windows\All Users\DRM
- Windows ME: C:\Windows\DRM

2. Close this window and open OverDrive Media Console.
3. Go to “Tools > Windows Media Player Security Upgrade”.

If it will not run from the OverDrive Media Console, the security upgrade may also be run by going to (in Internet Explorer only) the following site: http://drmlicense.one.microsoft.com/Indivsite

Once the above steps have been completed, please try the download of a title again.

NOTE: When you have completed this process, you should reverse steps 1,2,3 and 4 above. This will protect you against accidentally changing important operating system files.

1. Open the ‘Control Panel’.
2. Open ‘Folder Options’ and select the ‘View’ tab.
3. This time uncheck ‘Show hidden files and folders’ and
4. Check ‘Hide protected operating system files’.