News Flash: Mary Riley Styles Public Library

Posted on: August 3, 2017

Overdrive Help Tips for Users Experiencing Logon Issues

We continue to receive reports that many of our Overdrive users are having difficulty logging into their accounts. We are working with Overdrive and our catalog vendor to resolve the issue. Overdrive has recommended some steps users can take.

REMINDER: 

On June 21/22, we switched to a new general catalog system, which uses as your default password (unless you have since changed it) the 10-digit phone number we have on file in your account. This is also the password Overdrive users now need to enter to log into their MRSPL Overdrive accounts. 

If you are using the correct password and continue to experience problems accessing Overdrive, please try the steps below, which were provided to us by Overdrive's Customer Support. 

Again we are working closely with Overdrive and our vendor to resolve the issue as quickly as possible. Please feel free to  Contact Us if you have questions or the steps below do not help. 


Recommended Steps from Overdrive: 

If you get a "session expired" error in your library's digital collection, select Sign in on the error message. This should sign you back in automatically or take you to the sign in page.

If you still get the "session expired" error after signing in, use the steps below to clear your cookies before trying to sign in again.

Sign in using the OverDrive app

  1. Delete your app cookies:
    • Android, Chromebook, and iOS:
    • Tap the Home menu icon in the top-left corner
    • Tap Settings
    • Tap Delete app cookies, then tap confirm. 

    • Windows 8/10: 
    • Select Delete cookies at the top of the library collection screen. 
  1. In your library's digital collection, tap My account then Sign out.
  2. Close the app.
  3. Wait 20 minutes, then open the app and try signing into your library's collection.

If the issue isn't resolved, try clearing your mobile browser cache and following these steps again.

Sign in using your web browser

  1. Clear your temporary internet files.
  2. In your library's digital collection, select My account then Sign out.
  3. Close your browser.
  4. Wait 20 minutes, then open your library's digital collection and try signing in again.

Steps for Libby app:

I'm sorry that you're experiencing this error while using the Libby app. I encourage you to try the following troubleshooting steps in order, which should resolve the issue for you.

Unlink and relink your library card.

  1. Open the Libby app (if it's not already open) and tap Menu > Library Cards.
  2. Tap on your library card and then Unlink card. Tap again to confirm.
  3. Close the Libby app.
  4. Wait 20 minutes.
  5. Launch Libby again and add your card under Menu > Library Cards > Sign In to see if the issue's resolved. If not, continue on to the next steps.

Reset the Libby app.

  1. Open the Libby app (if it's not already open) and tap Menu > Library Cards.
  2. Tap on your library card and then Unlink card. Tap again to confirm.
  3. Back in the menu, tap the Libby logo at the bottom.
  4. Scroll to the bottom of the screen, tap Reset Application, then Yes, Reset to confirm.
  5. Close the Libby app.
  6. Wait 20 minutes, then open it and sign in again to see if your issue is resolved. If not, continue on to the next steps.

Uninstall and reinstall the Libby app.

Note: This will remove all of your app data from your device. (You won't lose your loans, they'll just be removed from the device until you add your library card to Libby again.)


If the issue remains after trying the preceding steps, I apologize. Use the following process to uninstall and reinstall the Libby app.

iOS:

  1. Tap and hold the Libby icon until it begins to shake.
  2. Tap the "X" on the icon.
  3. Tap Delete.
  4. Tap the Home button to return to your home screen.
  5. Wait 20 minutes, then reinstall the Libby app from the App Store.

Android:

  1. Tap and hold the Libby app icon.
  2. Drag it to the Uninstall button (or Remove button on some Samsung devices).
  3. Wait 20 minutes, then reinstall the Libby app from the Google Play Store.

Windows:

  1. From the Start screen, find the Libby app tile (by opening your Apps list to find it or using the search bar).
  2. Tap and hold (or right-click) the Libby icon.
  3. Select Uninstall from the menu that opens, then follow the prompts.
  4. Restart your device.
  5. Wait 20 minutes
  6. Reinstall Libby from the Windows Store.

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