MyLibraryDV Troubleshooting Guide

    LOGIN ISSUES
  1. When I click on the library logo nothing happens.
  2. I receive the error message: "Incorrect login number or pin. Please try again"
    CHECKOUT, DOWNLOADING AND PLAYBACK ISSUES
  1. I chose a program to download, but the countdown to progressive playback stays at 100%.
  2. The checkout limit has been reached prematurely before the limit of ten per seven-day period.
  3. The following error message is received immediately upon starting to play a newly downloaded video: "The checkout period for this program has expired"
  4. I encountered an error that prevented a program download, and yet my available checkout number has decreased.
  5. The program playback is slow or stutters.
  6. There are no remaining days indicated next to programs in "My Downloads"
  7. After the expiration date, programs do not disappear automatically from "My Downloads"
    ERROR MESSAGES
  1. "Could not acquire DRM license"
  2. "COM error, missing components"
  3. "System information for DRM from machine failed"
  4. "Problem with MSXML2.Dll component"
  5. "HTTP post failed"
  6. "Sending challenge failed"
  7. "Cannot store DRM license"
  8. "There was an error during DRM License transfer"
  9. "Error with the DRM license server"



LOGIN ISSUES

When I click on the library logo nothing happens.

It is possible that the library website is not currently active or the URL is not properly set. If the problem persists, please contact mldvsupport@recordedbooks.com.

I receive the error message: "Incorrect login number or pin. Please try again."

Make sure the exact information is entered into the Login box as it appears on your library card. The login number and pin should contain no spaces and are case sensitive. If the problem persists, please contact your local library regarding your library account.


CHECKOUT, DOWNLOADING AND PLAYBACK ISSUES

I chose a program to download, but the countdown to progressive playback stays at 100%.

Attempt to install and download a video on a different computer on the same network, or a different video on the same computer. The issue is most likely a result of a firewall configuration. Please discuss the problem with your network administrator. If the problem persists, please contact mldvsupport@recordedbooks.com.

 

The checkout limit has been reached prematurely before the limit of ten per seven-day period.

Logout from the program using the Sign Out button in the upper right hand corner and restart the program to ensure a fresh session.

 

The following error message is received immediately upon starting to play a newly downloaded video: "The checkout period for this program has expired."

This problem indicates a DRM issue with the file. Please notify mldvsupport@recordedbooks.com.

 

I encountered an error that prevented a program download, and yet my available checkout number has decreased.

Please contact mldvsupport@recordedbooks.com.

 

The program playback is slow or stutters.

Wait for the progressive play to download the file further before playback. If this problem persists, your optimum viewing experience may only occur with completely downloaded programs. For more information, see FAQ "When and how can programs be viewed?"

 

There are no remaining days indicated next to programs in "My Downloads."

Logout from the program using the Sign Out button in the upper right hand corner and restart the program. The number of days remaining for each program will be indicated in "My Downloads."

 

After the expiration date, programs do not disappear automatically from "My Downloads."

Close and re-open the application. Upon startup, the system will delete any programs that have an expired license.

 


ERROR MESSAGES

I received the following error message: "Could not acquire DRM license."

Update Windows Media Player.

  1. Logout and close MyLibraryDV program.
  2. Go to http://www.microsoft.com/windows/windowsmedia/player/11/default.aspx.
  3. Follow the prompts to Download Windows Media Player 11.
  4. After download is complete, restart PC.

 

I received the following error message: "COM error, missing components."

Uninstall MyLibraryDV program, update Windows Media Player and reinstall MyLibraryDV program.

Uninstall MyLibraryDV program

  1. Go to Start-All Programs-Permission TV-"Your Public Library"-Uninstall "Your Public Library."
  2. Go to Start-All Programs-Permission TV-Uninstall Download Manager
  3. Restart PC.
Update Windows Media Player
  1. Go to http://www.microsoft.com/windows/windowsmedia/player/11/default.aspx.
  2. Follow the prompts to Download Windows Media Player 11.
  3. After download is complete, restart PC.
Reinstall MyLibraryDV program through your library's website.

 

I received the following error message: "System information for DRM from machine failed."

Uninstall MyLibraryDV program, recreate DRM folder and reinstall MyLibraryDV program.

Uninstall MyLibraryDV program

  1. Go to Start-All Programs-Permission TV-"Your Public Library"-Uninstall "Your Public Library."
  2. Go to Start-All Programs-Permission TV-Uninstall Download Manager
  3. Restart PC.
Re-create DRM folder
  1. Open My Computer-C:\Local Disk-Documents and Settings-All Users
  2. Create a new folder by going to: File-New-Folder
  3. The folder will automatically name itself as New Folder. Change the name to DRM, all capital letters with no spaces.
  4. Close all open windows.
Reinstall MyLibraryDV program through your library's website.

 

I received the following error message: "Problem with MSXML2.Dll component."

Uninstall MyLibraryDV program, install Windows XP Service Pack 2 and reinstall MyLibraryDV program.

Uninstall MyLibraryDV program

  1. Go to Start-All Programs-Permission TV-"Your Public Library"-Uninstall "Your Public Library."
  2. Go to Start-All Programs-Permission TV-Uninstall Download Manager
  3. Restart PC.
Install Windows XP Service Pack 2
  1. Go to http://windowsupdate.microsoft.com.
  2. Once prompted, select Custom Install.
  3. Select all available updates if they relate to Windows Media Player and Service Pack 2.
  4. Follow the prompts to download the updates.
  5. After download is complete, restart PC.
Reinstall MyLibraryDV program through your library's website.

 

I received the following error message: "HTTP post failed."

Check Internet connection and retry download.

 

I received the following error message: "Sending challenge failed."

Check Internet connection and retry download.

 

I received the following error message: "Cannot store DRM license."

Uninstall both MyLibraryDV program and Windows Media Player, and then reinstall in reverse order.

Uninstall MyLibraryDV program

  1. Go to Start-All Programs-Permission TV-"Your Public Library"-Uninstall "Your Public Library."
  2. Go to Start-All Programs-Permission TV-Uninstall Download Manager
  3. Restart PC.
Uninstall Windows Media Player
  1. Go to the Add/Remove Programs section of the computers Control Panel.
  2. Select Windows Media Player from the listing and select Remove.
  3. After uninstall is complete, restart PC.
Install Windows Media Player
  1. Go to: http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx?displang=en&qstechnology
  2. Choose Download Now and follow the prompts.
  3. Once download is complete, restart PC.
Reinstall MyLibraryDV program through your library's website.

 

I received the following error message: "There was an error during DRM License transfer."

Check Internet connection and retry download.

 

I received the following error message: "Error with the DRM license server."

Logout and login and retry the download.