EBook Issues

Steps for Digital Challenge Solving

Check their credentials

Do they have a valid library card and correct PIN? Have they replaced their card recently? Is their card Barred, Blocked, Expired? If a family with multiple cards, are they using the correct card?

Check their device(s)

Is their device up to date (latest iOS/Android?) Is the App up to date? Is the device even compatible with the service?

Check the book(s)

Are the books checked out to them? Available? If they’re having trouble with a hold, are they using the same credentials as when they placed the hold?

Do they have an Adobe ID?

Some eBooks require an Adobe ID, especially if transferring to older eReaders via computer.

Google the Error code (+ solved)

Usually someone has already had the issue. If searching just for Error Message/code only gives results where others have the same issue, try adding solved to your search terms…

Escalate to Yanni

If you still can’t figure it out escalate to Yanni. Please get as much information as possible, especially: Patron information, which devices (if possible precision is helpful here, ‘Android’ is better than nothing but not good, ‘Android Galaxy S’ is good, ‘Galaxy S, running Android 9’ is great), what the error is, and what steps you’ve already tried.