Some patrons have been experiencing problems with their Overdrive accounts.
Here is an update from Overdrive:
We released OverDrive v3.5.0 for iOS on Monday, February 1, 2016. Among other things, this updated version of the app resolves long-standing issues related to saving audiobook position and syncing. Unfortunately, it also introduced a new bug that prevented some users from opening or using the app after updating.
On Friday, February 5, 2016, we released v3.5.1, which resolved the initial errors and allowed most users to open the app. However, we’re now finding that some app users are encountering new problems.
Details follow, but before we proceed – we’re truly sorry for the frustration and hassle that we’ve caused you.
Note: These issues are also recapped in this help article.
Who is affected?
iOS users who read eBooks and have installed v3.5.0 and v3.5.1 of our app could potentially see these errors, but many aren’t. Audiobook users are not affected, and neither are Android and Windows app users.
What are the problems? And what are the solutions?
There are a few different problems that iOS app users may be encountering presently:
When attempting to open an eBook, an error is displayed saying that the eBook has been downloaded or fulfilled by another user or account
This error is displayed when you try to open an eBook that was already opened using another OverDrive account, library card, or Adobe ID. To work around the problems presented by v.3.5.0, users could simply uninstall and reinstall the app. Many did so, but elected to sign in to the app using their library card number instead of their OverDrive account. This created a mismatch with the authorization for any previously downloaded eBooks.
To resolve this issue, please follow these steps:
If the eBook is not on your app bookshelf, skip to step 3.
If the eBook is on your app bookshelf, tap Edit in the upper-right corner.
Tap the Delete button below the problematic title.
Tap the icon in the top-left corner and select the library from which you originally downloaded the eBook.
Sign into your library account and download the book again.
When attempting to download a book, a “Fulfillment failed” error is displayed
This error can typically be resolved by deauthorizing the app and then reauthorizing it with the same account. Please follow the steps listed here to resolve this error.
Library card information is not remembered even though the “Remember me” option is selected
We’re addressing this issue in our next update, v3.5.2. For the time being, please re-enter your library card number (and PIN, if required) and accept our apologies for the frustration.
A user’s reading history is lost upon updating the app
Because of the major code changes we made for v3.5.0, a user’s reading history was lost when they updated the app. There’s no way to retrieve the lost history, but it will be maintained in the app in v3.5.0 and up.
An “Unknown error” is displayed when attempting to download a title
We’re investigating this error presently and will address it in a future update. In the meantime, you can select the “Read” option from your Checkouts page to read the eBook in your Safari browser instead.
What is OverDrive doing in response?
We’ve made copy updates to the sign-in and sign-up pages to help users decide how to sign into the app.
We’re presently investigating and working directly with users who are receiving “Unknown Error” and “Fulfillment Failed” errors. We’re looking for ways to resolve these errors without relying on users to take action.
We’ve resolved the library card information bug, and it will be included in the next app update, v3.5.2.
We’ve also received many reports from audiobook listeners who miss seeing the part number in the audiobook player. We’re adding that back in with the next version of the app.
When will the next version of the app be released?
We’re actively investigating these problems and updating our code. We’ll keep you posted on our progress. Please know that we’re working hard to address these problems, and we’ll release an update to the app as soon as possible. In the meantime, we sincerely thank you for your patience.