[ODLC] Response to your case 03573685

[support at overdrive.com]

Hello Kris,

I appreciate you contacting OverDrive Technical Support. I apologize for the hassle that your patrons are experiencing.

I've started working on your case, but I need a little more information to fully understand what's going on. At your next earliest convenience, please reply with the following:

Since this issue was first reported, have any other patrons complained about this issue specifically?
For the affected patrons, does Libby work the following morning?
Please include the library card number(s) involved and screenshots of the issue or any error messages. To share this information securely with me, please use the following steps to create a One-Time Secret:

Visit OverDrive's One-Time Secret form.
Enter the requested information into the first box. (Leave the second "Passphrase (optional)" box blank.)
Select Choose Files and select the screenshots to upload. To select multiple images to upload at once, hold CTRL (Windows) or Command (Mac) while clicking each file.
Under "Expiration," select 7 days.
Select Create a secret link.
Choose Copy link and paste it into your reply to this email.
Note: This link can only be opened once, so please don't click on the link to test it.


I appreciate your help and patience!

Thanks,
Adam (he/him)
OverDrive Technical Support

Please pick Reply to respond to this message.


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Your case 03573685 history details:

INFORMATION

Library Card:
End User Name:
End User Email:


ISSUE

Description: Hi, Laurin,

You are the first to report this issue to me. I'm including folks at OverDrive into this conversation so they can weigh in.

Thanks!

Kris Wiley
ODLC Chair, 2024-25
Roseburg Public Library
________________________________
From: Odlc <odlc-bounces at omls.oregon.gov> on behalf of Laurin Arnold via Odlc <odlc at omls.oregon.gov>
Sent: Monday, August 5, 2024 4:10 PM
To: odlc at omls.oregon.gov <odlc at omls.oregon.gov>
Subject: [ODLC] Libby Authentication Weirdness?

Hi folks,
We have had at least 3 patrons say that they have been unable to use Libby after 10pm. They will receive a "please verify" message and the card verification fails, no matter how many times it happens. These patrons have had no issues during the day and we have no reason to believe that it is our ILS.

We are doing some fact-finding at the moment, seeing if other staff have experienced this themselves or heard about it from patrons, looking for any commonalities. I'm curious, are any of you/your patrons experiencing this issue?

Thanks!

Laurin Arnold | she, her, hers

Collection Development Manager

Jackson County Library Services

541.774.6573

jcls.org



________________________________

Jackson County Library Services acknowledges that its libraries are located within the traditional lands of the Cow Creek Band of Umpqua Tribe of Indians, and the Modoc Nation; as well as the Shasta, Takelma, and Latgawa people, whose descendants are now identified as members of the Confederated Tribes of Siletz Indians and the Confederated Tribes of Grand Ronde. JCLS is committed to fostering understanding, deep respect, and honor for Indigenous people, and we encourage you to learn more about the land you reside on. For more information, go to jcls.org/land.<https://urldefense.com/v3/__http://jcls.org/land__;!!P1w4qL2BkQ!4RUg92xHtRaqQ7J5fahjc8fWyi4Zv2w_bxJ90944BpBeBFJ23h3elZmpP1zMO0l4beF9-lmJGEqkbKjhc3O1qw$ >

Notice: Please note my email address has changed. Please update your records.

________________________________

This e-mail and any files transmitted with it are confidential and intended solely for the individual or entity to whom they are addressed. If you have received this in error, please notify the sender and delete this e-mail from your system. If you are not the named addressee, disclosure, distribution, copying or taking any action in reliance on the contents of this information is prohibited.
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--------------- Original Message ---------------
From: Kris Wiley [kwiley at roseburgor.gov]
Sent: 8/5/2024 7:33 PM
To: odlc at omls.oregon.gov; larnold at jcls.org
Cc: hkabat at overdrive.com; support at overdrive.com
Subject: Re: Libby Authentication Weirdness?

Hi, Laurin,
You are the first to report this issue to me. I'm including folks at OverDrive into this conversation so they can weigh in.
Thanks!
Kris Wiley
ODLC Chair, 2024-25
Roseburg Public Library
From: Odlc <odlc-bounces at omls.oregon.gov> on behalf of Laurin Arnold via Odlc <odlc at omls.oregon.gov>
Sent: Monday, August 5, 2024 4:10 PM
To: odlc at omls.oregon.gov <odlc at omls.oregon.gov>
Subject: [ODLC] Libby Authentication Weirdness?
Hi folks,
We have had at least 3 patrons say that they have been unable to use Libby after 10pm. They will receive a "please verify" message and the card verification fails, no matter how many times it happens. These patrons have had no issues during the day and we have no reason to believe that it is our ILS.
We are doing some fact-finding at the moment, seeing if other staff have experienced this themselves or heard about it from patrons, looking for any commonalities. I'm curious, are any of you/your patrons experiencing this issue?
Thanks!

Laurin Arnold | she, her, hers

Collection Development Manager

Jackson County Library Services

541.774.6573

jcls.org


Jackson County Library Services acknowledges that its libraries are located within the traditional lands of the Cow Creek Band of Umpqua Tribe of Indians, and the Modoc Nation; as well as the Shasta, Takelma, and Latgawa people, whose descendants are now identified as members of the Confederated Tribes of Siletz Indians and the Confederated Tribes of Grand Ronde. JCLS is committed to fostering understanding, deep respect, and honor for Indigenous people, and we encourage you to learn more about the land you reside on. For more information, go to jcls.org/land.

Notice: Please note my email address has changed. Please update your records.

This e-mail and any files transmitted with it are confidential and intended solely for the individual or entity to whom they are addressed. If you have received this in error, please notify the sender and delete this e-mail from your system. If you are not the named addressee, disclosure, distribution, copying or taking any action in reliance on the contents of this information is prohibited.

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