Known issues

Error message: A problem has occurred in the Digital Rights Management component...

C00D2751 on Windows Media Player

When you download a NetLibrary eAudiobook, during the license acquisition process, you receive a C00D2751 error: "A problem has occurred in the Digital Rights Management component. Contact Microsoft Product Support for this application."

Summary: Reset Windows Media DRM by renaming the Windows Media DRM folder to DRM.old. Note that the Windows Media DRM folder is a hidden system folder.

Instructions:

1. Close Windows Media Player.
2. To view hidden files and folders, follow these steps:

• Open My Computer.
• On the Tools menu, click Folder Options, and then click the View tab.
• Select Show hidden files and folders, uncheck the Hide protected operating system files check box, and click OK.

3. Go to the DRM folder and rename it to DRM.old. (See the Notes below if you cannot find the DRM folder.)
4. After you rename the folder, try to play your NetLibrary eAudiobook again.

Notes about finding your DRM folder. The following are the typical locations of the Windows Media DRM folder, depending on your version of Windows:

• Windows Vista: C:\ProgramData\Microsoft\Windows\DRM
• Microsoft Windows 2000 and Windows XP: C:\Documents and Settings\All Users\DRM
• Windows 98 SE: C:\Windows\All Users\DRM
• Windows Millennium Edition: C:\Windows\DRM

Error message: A Windows Media Digital Rights Management (DRM) component encountered a problem...

C00D11E2 on Windows Media Player 11

When you download a NetLibrary eAudiobook, during the license acquisition process, you receive a C00D11E2 error: "A Windows Media Digital Rights Management (DRM) component encountered a problem. If you are trying to use a file that you obtained from an online store, try going to the online store and getting the appropriate usage rights."

Note: Do not click More Info in the error box. It takes you to the Microsoft Web site but no additional information is provided there.

Summary: Reset Windows Media DRM by renaming the Windows Media DRM folder to DRM.old. Note that the Windows Media DRM folder is a hidden system folder.

Instructions:

1. Close Windows Media Player.
2. To view hidden files and folders, follow these steps:

• Open My Computer.
• On the Tools menu, click Folder Options, and then click the View tab.
• Select Show hidden files and folders, uncheck the Hide protected operating system files check box, and click OK.

3. Go to the DRM folder and rename it to DRM.old. (See the Notes below if you cannot find the DRM folder.)
4. After you rename the folder, try to play your NetLibrary eAudiobook again.

Notes about finding your DRM folder. The following are the typical locations of the Windows Media DRM folder, depending on your version of Windows:

• Windows Vista: C:\ProgramData\Microsoft\Windows\DRM
• Microsoft Windows 2000 and Windows XP: C:\Documents and Settings\All Users\DRM
• Windows 98 SE: C:\Windows\All Users\DRM
• Windows Millennium Edition: C:\Windows\DRM

Error message: Cannot play the file because there might be a problem with the sound or video device...

C00D11D1 on Windows Media Player

When you download a NetLibrary eAudiobook, during the license acquisition process, you receive a C00D11D1 error: "Cannot play the file because there might be a problem with the sound or video device, such as a sound or video card."

Summary: Reset Windows Media DRM by renaming the Windows Media DRM folder to DRM.old. Note that the Windows Media DRM folder is a hidden system folder.

Instructions:

1. Close Windows Media Player.
2. To view hidden files and folders, follow these steps:

• Open My Computer.
• On the Tools menu, click Folder Options, and then click the View tab.
• Select Show hidden files and folders, uncheck the Hide protected operating system files check box, and click OK.

3. Go to the DRM folder and rename it to DRM.old. (See the Notes below if you cannot find the DRM folder.)
4. After you rename the folder, try to play your NetLibrary eAudiobook again.

Notes about finding your DRM folder. The following are the typical locations of the Windows Media DRM folder, depending on your version of Windows:

• Windows Vista: C:\ProgramData\Microsoft\Windows\DRM
• Microsoft Windows 2000 and Windows XP: C:\Documents and Settings\All Users\DRM
• Windows 98 SE: C:\Windows\All Users\DRM
• Windows Millennium Edition: C:\Windows\DRM

Error message: Do you want to save this file, or find a program online to open it?

When you check out and download an eBook, a File Download box pops up with this message:
"Do you want to save this file, or find a program online to open it?
Name: ebx.etd
Type: Unknown file Type, nnnn bytes
From: acs.netlibrary.com"

Click the Cancel button to close the File Download box.

Use the second solution below only if you use Adobe Acrobat 9 Pro. Otherwise, use the first solution.

First solution: Install Adobe Digital Editions and then try to check out and download the eBook again.

To download and install Adobe Digital Editions at no charge, go to http://www.adobe.com/products/digitaleditions/

Second solution: Do the following if you use Adobe Acrobat 9 Pro:

Note: You must have Admin Rights for your computer.

1. Open Adobe Acrobat 9 Pro and go to Help > Digital Editions.
   Internet Explorer 7 opens. A message states that you must have Javascript enabled and you must install Adobe Flash.
2. Enable Javascript and install Adobe Flash.
   You should see a movie in the Flash window of your browser.
3. Close the browser and return to Help > Digital Editions in Adobe Acrobat 9 Pro.
   Internet Explorer 7 opens again and you are prompted to download and install Adobe Digital Editions.
4. Install Adobe Digital Editions.
5. Return to NetLibrary and try to check out and download the eBook again.

Error message: Secure Storage Protection Error...

C00D277F on Windows Media Player

When you download a NetLibrary eAudiobook, during the license acquisition process, you receive a C00D277F error: "Secure Storage Protection Error – Restore your licenses from a previous backup and try again."

Note: This issue can occur when you change certain hardware components on your computer and then try to play a protected digital media file.

To resolve this issue, follow steps 3–5 in Microsoft Knowledge Base Article 891664, located at http://support.microsoft.com/?kbid=891664

Error message: The file could not be transferred...

C00D2779 on Windows Media Player 11 with Creative player

When you try to transfer a NetLibrary eAudiobook to a Creative ZEN player, you receive a C00D2779 error in Windows Media Player 11: "The file could not be transferred because the device clock is not set."

Error message: Unable to contact the server for the requested operation.

C00D2762 on Windows Media Player

When you download a NetLibrary eAudiobook, during the license acquisition process, you receive a C00D2762 error: "Unable to contact the server for the requested operation."

Summary: Reset Windows Media DRM by renaming the Windows Media DRM folder to DRM.old. Note that the Windows Media DRM folder is a hidden system folder.

Instructions:

1. Close Windows Media Player.
2. To view hidden files and folders, follow these steps:

• Open My Computer.
• On the Tools menu, click Folder Options, and then click the View tab.
• Select Show hidden files and folders, uncheck the Hide protected operating system files check box, and click OK.

3. Go to the DRM folder and rename it to DRM.old. (See the Notes below if you cannot find the DRM folder.)
4. After you rename the folder, try to play your NetLibrary eAudiobook again.

Notes about finding your DRM folder. The following are the typical locations of the Windows Media DRM folder, depending on your version of Windows:

• Windows Vista: C:\ProgramData\Microsoft\Windows\DRM
• Microsoft Windows 2000 and Windows XP: C:\Documents and Settings\All Users\DRM
• Windows 98 SE: C:\Windows\All Users\DRM
• Windows Millennium Edition: C:\Windows\DRM

Error message: We are unable to check out this eContent to your account because you have reached your library's checkout limit...

When you try to check out an item, you receive this message: "We are unable to check out this eContent to your account because you have reached your library's checkout limit. You may check in eContent from the Checked Out Items page."

Error message: Windows Media Player cannot copy the file...

C00D11AA on Windows Media Player

When you try to transfer a NetLibrary eAudiobook onto an SD card of a portable device, you receive a C00D11AA Error: "Windows Media Player cannot copy the file because the license associated with the file restricts it."

NetLibrary eAudiobooks are protected WMA (DRM) files. The DRM license associated with an eAudiobook file only lets you copy the file onto the main memory or hard drive of a portable device, not an SD card. Some devices up to 8 gigs and even higher have no hard drive. They are 100% RAM based.

Error message: Windows Media Player cannot play, synchronize, or burn a protected file...

C00D11DA on Windows Media Player

While using Windows Media Player, you receive a C00D11DA error: "Windows Media Player cannot play, synchronize, or burn a protected file because an error occurred while verifying the license."

This issue is caused by an error with the Digital Rights Management component of your Windows Media Player.

Summary: Reset Windows Media DRM by renaming the Windows Media DRM folder to DRM.old. Note that the Windows Media DRM folder is a hidden system folder.

Instructions:

1. Close Windows Media Player.
2. To view hidden files and folders, follow these steps:

• Open My Computer.
• On the Tools menu, click Folder Options, and then click the View tab.
• Select Show hidden files and folders. Uncheck the Hide protected operating system files check box; answer ‘Yes’ to the warning then click OK. .

3. Go to the DRM folder and rename it to DRM.old. (See the Notes below if you cannot find the DRM folder.)
4. After you rename the folder, try to play your NetLibrary eAudiobook again.

Notes about finding your DRM folder. The following are the typical locations of the Windows Media DRM folder, depending on your version of Windows:

• Windows Vista: C:\ProgramData\Microsoft\Windows\DRM
• Microsoft Windows 2000 and Windows XP: C:\Documents and Settings\All Users\DRM
• Windows 98 SE: C:\Windows\All Users\DRM
• Windows Millennium Edition: C:\Windows\DRM

Error message: Windows Media Player cannot play the file...

C00D1197 on Windows XP with Windows Media Player

When you download a NetLibrary eAudiobook, during the license acquisition process, you receive a C00D1197 error: "Windows Media Player cannot play the file. If the file is on another computer, verify that you are connected to the network. If you typed a path, verify that it is correct. If the problem persists, the server might not be available."

See also Error message or browser crashes.

To resolve this issue, change the following setting in Internet Explorer:

1. Open a new IE browser.
2. Go to: Tools > Internet Options > Security Tab > Select "Internet" (the earth icon).
3. Select the "Custom" button in the lower half of the window. In the Security Settings window scroll down to "ActiveX Controls and Plug-ins."
4. Enable "Script ActiveX controls marked safe for scripting."
5. Click OK and Apply. Click OK in each window.

Also, when you download NetLibrary eAudiobooks:

• Choose "Save As" instead of "Open" if you are using Internet Explorer.
• Choose "Save to Disk" instead of "Open With: Windows Media Player" if you are using Firefox.

Error message: Windows Media Player cannot play the protected file...

C00D11D0 on Windows Media Player

When you download a NetLibrary eAudiobook, during the license acquisition process, you receive a C00D11D0 error: "Windows Media Player cannot play the protected file because a security upgrade is required. Do you want to download the security upgrade?"

Summary: Reset Windows Media DRM by renaming the Windows Media DRM folder to DRM.old. Note that the Windows Media DRM folder is a hidden system folder.

Instructions:

1. Close Windows Media Player.
2. To view hidden files and folders, follow these steps:

• Open My Computer.
• On the Tools menu, click Folder Options, and then click the View tab.
• Select Show hidden files and folders, uncheck the Hide protected operating system files check box, and click OK.

3. Go To Add/Remove Programs. If there is an entry for WMP highlight it and click remove (This will perform a roll back of Windows Media Player)
4. After you rename the folder, try to play your NetLibrary eAudiobook again.

Notes about finding your DRM folder. The following are the typical locations of the Windows Media DRM folder, depending on your version of Windows:

• Windows Vista: C:\ProgramData\Microsoft\Windows\DRM
• Microsoft Windows 2000 and Windows XP: C:\Documents and Settings\All Users\DRM
• Windows 98 SE: C:\Windows\All Users\DRM
• Windows Millennium Edition: C:\Windows\DRM

Error message: Windows Media Player cannot synchronize the file...

C00D10BC on Windows Media Player

When you download a NetLibrary eAudiobook, during the license acquisition process, you receive a C00D10BC error: "Windows Media Player cannot synchronize the file because the device needs to be updated."

A Microsoft supported hotfix is available for this issue. It should let you properly transfer NetLibrary eAudiobooks. The hotfix is available at: http://support.microsoft.com/?kbid=922814

Error message: Windows Media Player encountered a problem while playing the file...

C00D11B1 on Windows Media Player 10 or 11

When you download a NetLibrary eAudiobook, during the license acquisition process, you receive a C00D11B1 error in Windows Media Player 10 or 11: "Windows Media Player encountered a problem while playing the file. For additional assistance, click Web Help."

We have found two possible solutions.
First solution: Try this solution first:

1. Close Windows Media Player.
2. To view hidden files and folders, follow these steps:

• Open My Computer.
• On the Tools menu, click Folder Options, and then click the View tab.
• Select Show hidden files and folders. Uncheck the Hide protected operating system files check box; answer Yes to the warning and then click OK.

3. Go to the DRM folder and rename it to DRM.old. (See the Notes below if you cannot find the DRM folder.)
4. Disable your antivirus software (if any).
5. Go to http://drmlicense.one.microsoft.com/Indivsite/en/indivit.asp and click Upgrade when the button becomes active, and click Yes in the security upgrade message box.
6. When the upgrade is complete, turn on your antivirus software (if any).
7. Try to play your NetLibrary eAudiobook again. You should be prompted to acquire a license.

Notes about finding your DRM folder. The following are the typical locations of the Windows Media DRM folder, depending on your version of Windows:

• Windows Vista: C:\ProgramData\Microsoft\Windows\DRM
• Microsoft Windows 2000 and Windows XP: C:\Documents and Settings\All Users\DRM
• Windows 98 SE: C:\Windows\All Users\DRM
• Windows Millennium Edition: C:\Windows\DRM

Second Solution: If the first solution does not solve the problem, do the following (even if you already tried uninstalling or reinstalling Windows Media Player) and then repeat the first solution for this issue.

1. Close Windows Media Player.
2. Go to http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx.
3. Download Windows Media Player 10 or 11 to your desktop. (Do not use Windows Update.)
4. When the download is complete, disable your antivirus software (if any).
5. Follow the instructions at http://www.microsoft.com/windows/windowsmedia/player/faq/installation.mspx to uninstall the Windows Media Player.
6. Install Windows Media Player from the download on your desktop.
7. Restart your computer, if prompted.

Error message: Windows Media Player encountered an unknown error...

C00D11CD on Windows XP with Windows Media Player 10

When you download a NetLibrary eAudiobook, during the license acquisition process, you receive a C00D11CD error: "Windows Media Player encountered an unknown error. This can occur when another program or operating system component encounters a problem but does not communicate the nature of the problem to Windows Media Player."

See also Error message or browser crashes.

A Microsoft update is available for this issue. The update is available at:
http://support.microsoft.com/kb/891122

Error message or browser crashes.

C00D11CD or C00D1197 error, or IE browser crashes, when you download an eAudiobook and you use Windows 2000

Using Internet Explorer, you click Checkout & Download CD Quality or Checkout & Download Radio Quality to download an eAudiobook in NetLibrary. You receive a C00D11CD ("Windows Media Player encountered an unknown error. This can occur when another program or operating system component encounters a problem but does not communicate the nature of the problem to Windows Media Player.") or C00D1197 ("Windows Media Player cannot play the file. If the file is on another computer, verify that you are connected to the network. If you typed a path, verify that it is correct. If the problem persists, the server might not be available.") error or your IE browser crashes.

See also C00D11CD or C00D1197.

This issue applies to Windows 2000.

To resolve this issue, do the following in Internet Explorer:

1. To view the Media Bar, click Explorer Bar under the View menu and then click Media.
2. Click Media Options at the bottom of the Media Bar.
3. Click Settings and then click Reset preferred types.
4. Click Yes for "Do you want to reset your preferred media file types?"
5. To hide the Media Bar, click X in the upper right corner.

The next time that you click a download link in NetLibrary, the Media Bar Settings dialog box will appear. Do the following:

1. In the dialog box, be sure that the Remember my preference box is checked and click No for "Do you want to play the item in Internet Explorer?"
2. Download the eAudiobook when prompted by NetLibrary.

Creative MP3 players: 18 hour problem

Large eAudiobooks may be incompatible with certain Creative portable media players. Typically, eAudiobook files under 200 MB (approximately thirteen hours in length) will transfer and play on these devices, but larger files may not transfer or play.

When you try to transfer a large file to one of these players, you may see the error message: "WMP has encountered an unknown error." If you click on the message, you go to the Microsoft web site, where it states: "You've encountered error message 8004A803 when using Windows Media Player. Additional information is not available for this error." The error relates to incompatibility of players with larger eAudiobooks and does not affect performance with Windows Media Player. Large eAudiobooks will play in Windows Media Player on your desktop or laptop computer.

If you use one of the following Creative Zen MP3 players, it requires a recent firmware version, available from Creative Labs, to play large (18+ hours) eAudiobooks:

• Creative ZEN V
• Creative ZEN V Plus
• Creative ZEN Vision 30 GB
• Creative ZEN Vision M 30 GB
• Creative ZEN Vision M 60 GB
• Creative ZEN Vision W

Please read the instructions below to help you update your firmware. If you need assistance, call Creative Support (405-742-6655 USA) or visit its web page.

Additional information is available in Creative’s online Knowledge Base:

1. Go to http://us.creative.com/support/custsup/.
2. Click the Customer Support link.
3. Click the Knowledge Base link.
4. For information about using Creative devices with eAudiobooks, type SID26458 in the search box and click Search.
   For information about updating the firmware, type SID4789 in the search box and click Search.

To update the firmware for your Creative Zen MP3 player:

1. Perform a backup of the existing data on your player.
2. Go to http://www.creative.com/support/downloads.
3. Select "MP3 Players" from the Product Listing, select "ZEN", Select your ZEN player and click NEXT.
4. Select your language, if not English.
5. Select your operating system, if not Windows XP.
6. Select the Firmware file type. Click GO.
7. Download and save the firmware file for your player to your desktop.

• Creative ZEN V Firmware 1.32.01 (5.35 MB) 23 Oct 07
• Creative ZEN V Plus Firmware 1.32.01 (5.45 MB) 23 Oct 07
• Creative ZEN Vision [30 GB] Firmware 1.42.01 (14.72 MB)  18 Dec 06
• Creative ZEN Vision: M 30 GB Firmware 1.62.02 (15.12 MB) 25 Jun 07
• Creative ZEN Vision: M 60 GB Firmware 1.21.02 (15.38 MB) 25 Jun 07
• Creative ZEN Vision W PlaysForSure Firmware 1.10.01 (15.46 MB) 1 Dec 06

8. Properly connect your device to your PC according to the device manual.
9. Locate the firmware file on your desktop, double click it, and follow on-screen instructions.

Notes:

• If you use an older Creative MP3 player that is not listed above, one possible workaround for the 18 hour problem is to transfer the eAudiobook to your player using RealPlayer. With this workaround, your player may not accurately display the length of the book, and some basic functionality may suffer, such as fast forward, rewind, and pause. However, some users have been able to play an eAudiobook on an older Creative player and use the player’s bookmark functionality using this workaround.
• If you want information about newer MP3 players, OCLC maintains a list of players that performed satisfactorily in tests with NetLibrary eAudiobooks. OCLC tests players in an ongoing effort to stay up-to-date with the portable device market. Access the list periodically for updates and changes: http://support.oclc.org/Resolutions/TestedPlayers.pdf.

iPods cannot play DRM encoded WMA formated eAudiobooks

You can download and play an eAudiobook on an iPod, depending on the format of the audio file. Each eAudiobook is available in one of the two formats: MP3 format and Protected WMA format.

MP3 format. The NetLibrary Media Center allows MP3 files to be downloaded directly to your iPod and played with a single click.

The manual alternative is to use the NetLibrary website to download the eAudioBook to your computer. Then you can add the eAudioBook to iTunes and use iTunes to transfer the file to your iPod.

Protected WMA format. You cannot play an eAudiobook in protected WMA format on an iPod because iPods use the .aac file format and the .aac file format does not support the Digital Rights Management (DRM) protection required by eAudiobooks in protected WMA format.

Macs cannot play DRM encoded WMA formatted eAudiobooks

eAudioBooks in MP3 format can be played on a Mac.

However, protected WMA formatted eAudioBook files cannot be played on a Mac. The latest version of Windows Media Player available for Macs (version 9) is based on Windows Media Rights Manager version 1.3. We use version 2.x licenses for downloadable eAudiobooks in protected WMA format in order to maintain a high level of content security.

NetLibrary Media Center is not compatible with the 64-bit edition of Windows Vista or Windows XP

NetLibrary Media Center currently works with 32-bit machines only; it is not compatible with the 64-bit edition of Vista or XP.

If you have the 64-bit edition of Vista or XP, use a manual download option instead of Media Center to download eAudiobooks. The Check Out & Download CD Quality manual option is best in most situations. If you do not see the manual download options after you click Download this eAudiobook, click Let me choose a different download option and then click No thanks, continue with the manual download to access the manual download options.

Windows Vista. To determine if you are running a 32-bit or a 64-bit version of Windows Vista or Windows 7, view the System window in the Control Panel:

1. Click Start.
2. Search for system in the Start Search box.
3. Click system in the Programs list.
   The operating system is displayed as follows:
• For a 64-bit version operating system: 64-bit Operating System appears for the System type under System.
• For a 32-bit version operating system: 32-bit Operating System appears for the System type under System.

Windows XP. To determine if you are running a 32-bit or a 64-bit version of Windows XP, view the System window in the Control Panel:

1. Click Start.
2. Right-click My Computer and then click Properties.
3. Click the General tab.
   The operating system is displayed as follows:
• For a 64-bit version operating system: Windows XP Professional x64 Edition Version [Year] appears under System.
• For a 32-bit version operating system: Windows XP Professional Version [Year] appears under System.

SanDisk Sansa e200R Rhapsody Series MP3 Players: issues transferring eAudiobooks

SanDisk Sansa e200R Rhapsody Series MP3 players can operate in two modes: Rhapsody (Mass Storage Class) mode and Microsoft PlayForSure (Media Transfer Protocol) mode. The default mode is Rhapsody.

To transfer eAudiobooks, these players must be in PlayForSure mode. Change the mode from the player’s main menu: Settings/Modes/PlayForSure.

After you transfer the eAudiobook, change the mode back to Rhapsody to listen to the eAudiobook and to use most of the player’s other functions. PlayForSure mode is needed when transferring eAudiobooks and when using the player with some software and monthly music subscription services.

When the player is connected to your computer, it is listed differently in My Computer depending on the current mode setting:

• In Rhapsody mode, it is listed as Removable drives: One drive for Sansa e200R Rhapsody MP3 player and one drive for a microSD card if one is inserted into the expansion card slot.
• In PlayForSure mode, it is listed as Sansa e200R.
  

Sansa Clip Hard Drive Formatting

When you try to transfer a NetLibrary eAudiobook onto a Sansa Clip 2 GB (firmware V01.01.18A), You receive an error message: "Cannot acquire a license."

Format the hard drive of the device in order to sync NetLibrary eAudiobooks. The Format function is located on the Settings Menu for the Clip.

Warning: Using the format function erases everything that is already stored on the device.

Sansa View MP3 player cannot transfer eAudiobooks

Contact Sansa Support for assistance. Contact information is available on the SanDisk Sansa web site at http://www.sandisk.com/sansa/

Searching: Apostrophes in searches

Exclude apostrophes or single quotation marks from searches. For example, to search for eContent about Flannery O'Connor, type flannery oconnor in the search box.

Searching: Diacritics and accent marks in searches

When you search for a word or name containing a diacritic or accent mark, you may need to search in different ways to find the eContent that you want.

First, search for the word or name without the diacritic. For example, type bronte to search for Brontë.

Next, if you want to try to find more eContent, type * in place of the letter with the diacritic. For example, type bront* to search for Brontë.

Examples:
Word or name           First try this              Next try this
Le Carré                       le carre                        le carr*
Heinrich Böll                 heinrich boll                  heinrich b*ll
Brontë                          bronte                           bront*

Searching: Quotation marks in searches

Quotation marks (" ") let you search for an exact phrase or a string of words. For example, type "bounty hunter" in the search box to find eContent that contains that phrase.

When you use quotation marks, a Full-Text Search is done even if you selected another kind of search. Do not use quotation marks in a Keyword, Title, Author, or Subject search.

Transferring to a second computer not allowed

You cannot transfer an eAudiobook to a second computer after you have played the file and acquired the license on the first computer. However, you can transfer it to a portable listening device such as an MP3 player.

If you want to download an eAudiobook to one computer and then play it on another computer, you can download it to a JumpDrive (or pocket flash drive) on the first computer and then move the drive to the second computer before you play the file.

After you play the eAudiobook on a computer, it is "tied" to that computer. You can listen to it on that computer. You must wait for the checkout period to expire before you can check out the eAudiobook file on a different computer and listen to it.