eBook FAQs

Answers to some frequently asked questions about the library's eBook and download services are provided below. You can find more detailed help information on the vendor websites for the OverDrive and Ebsco eBook services.

General Questions

• What software do I need to use eBooks?
• Does the library offer eBooks that are compatible with eBook readers such as the Kindle, the iPad, the Kobo, etc.?
• Can I borrow an eBook reader device from the library?
• Can I return eBooks and eAudiobooks early?
• Why aren't more eBook titles available? Can I suggest a title for purchase?
• Why are there limits on the number of eBook copies and the length of time they can be borrowed? They're just electronic files, right? Couldn't you have unlimited copies that users could keep forever?

Troubleshooting

• Why do I receive the message: "We're sorry, but the specified library patron account information is not valid" when I try to check out an eBook?
• I had a problem downloading a title, and now the service tells me I am not allowed to download it again. What can I do?
• I received an email telling me that an eBook I had placed on hold is available, but when I sign in to my OverDrive account, the book isn't there. What happened?
• I downloaded an eBook to my Kobo reader, but the text is really small. How can I make it larger?

What software do I need to use eBooks?

The software you'll need depends on which eBook service you're using and the format of the eBooks.

eBook software requirements

Service	Type of Content	Software
OverDrive	eBooks	Adobe Digital Editions or Mobipocket Reader (depending on file format/device)
	eAudiobooks	OverDrive Media Console
	eMusic
	eVideo
Ebsco eBooks	eBooks	Adobe Reader (to read online) Adobe Digital Editions (to read offline)

What device can I use to use eBooks and eAudiobooks?

OverDrive offers formats that are compatible with readers and mobile devices. Ebsco eBook is working to develop this service.

• Kobo - yes
• iPad - yes, with OverDrive Media Console
• Sony Reader - yes
• Blackberry Playbook - yes
• Nook - yes
• Kindle - no
• Full list of compatible devices

The Kindle does not support the formats used by library eBook services; it is designed to work with proprietary digital rights management (DRM) technology exclusive to Amazon.com's online store.

Since September 2011, at some libraries in the United States, Kindle eBooks have been made available to library users using their Amazon.com account.

Note: eAudiobooks (voice recordings of books you can download and listen to) work on a variety of devices. Check with our OverDrive and OneClick Digital eAudiobooks services for more information about compatible devices.

Can I borrow an eBook reader device from the library?

No. We do offer eBooks that are compatible with a number of different devices, including smart phones and the Kobo and Sony readers, but we do not currently provide e-reader devices for customers to borrow.

Can I return eBooks and eAudiobooks early?

Yes, eBooks can be returned early using Adobe Digital Editions software or the OverDrive Media Console mobile app after the books have been downloaded. See individual device guides for instructions on how to return eBooks. eAudiobooks cannot be returned early.

Why aren't more eBook titles available? Can I suggest a title for purchase?

Publishers decide which eBook titles to make available to libraries. We are actively adding new titles to our collections. The same book can have different publishers in Canada and the U.S., so you may see an eBook on an American library's website that is not available to Canadian libraries. To suggest an eBook title for purchase, please send us an email.

Why are there limits on the number of eBook copies and the length of time they can be borrowed? They're just electronic files, right? Couldn't you have unlimited copies that users could keep forever?

Publishers and authors set the terms of use for all copyrighted materials, and the library agrees to those terms when we purchase the eBooks. Copyright for digital materials is a complex and evolving legal area. For anyone interested in learning more, Professor Michael Geist of the University of Ottawa maintains a blog about digital copyright.

Why do I receive the message: "We're sorry, but the specified library patron account information is not valid" when I try to check out an eBook?

This message can appear in the following situations:

• Your library card has expired. Cards must be renewed once a year. To renew your card, bring name and address identification to a library branch.
• There is an issue with your library account. Call or visit your local branch or contact us with your library card number.
• The eBook service is not able to communicate with the library's customer database to verify your login information. Temporary service disruptions of this kind usually don't last very long - try again in a few hours.

I had a problem downloading a title, and now the service tells me I am not allowed to download it again. What can I do?

Contact us and provide your library card number. Library staff may be able to reactivate the download for you.

I received an email telling me that an eBook I had placed on hold is available, but when I sign in to my OverDrive account, the book isn't there. What happened?

Did you recently get a new library card? If so, your OverDrive holds and checkouts may not have been transferred to your new card. Contact us and provide your library card number; we will arrange to have your record transferred to your new card.

I downloaded an eBook to my Kobo reader, but the text is really small. How can I make it larger?

To avoid this problem, change the text size in Adobe Digital Editions before transferring the book to the Kobo.

• Download the title to Adobe Digital Editions.
• Open the title and use Adobe Digital Editions settings to make the text larger.
• Leave the text on that setting, and then transfer the book to the Kobo.

The text size options on the Kobo should now work.