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<td><span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6">Hello Kris,<br />
<br />
I appreciate you contacting OverDrive Technical Support. I apologize for the hassle that your patrons are experiencing.</span><br />
<p style="margin: 0;margin-top: 0;margin-right: 0;margin-bottom: 1.25em;margin-left: 0;padding: 0;padding-top: 0;padding-right: 0;padding-bottom: 0;padding-left: 0;direction: ltr;font-family: Arial;font-weight: normal;font-size: 1em;line-height: 1.6;text-rendering: optimizeLegibility;">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:</p>
<ul style="font-family: Arial;font-size: 1em;line-height: 1.6;margin-bottom: 1.25em;list-style-position: outside;list-style: none;list-style-type: none;">
<li style="font-family: Arial;margin-left: 1.25em;padding-bottom: .4em;list-style: disc;list-style-type: disc;">Since this issue was first reported, have any other patrons complained about this issue specifically?</li>
<li style="font-family: Arial;margin-left: 1.25em;padding-bottom: .4em;list-style: disc;list-style-type: disc;">For the affected patrons, does Libby work the following morning?</li>
<li style="font-family: Arial;margin-left: 1.25em;padding-bottom: .4em;list-style: disc;list-style-type: disc;">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:
<ol style="font-family: Arial;font-size: 1em;line-height: 1.6;list-style-position: outside;">
<li style="font-family: Arial;margin-left: 1.25em;padding-bottom: .4em;list-style: decimal;list-style-type: decimal;">Visit <a href="https://ots.overdrive.com/?InviteId=crtmVUKf4KDZCgkVjVV6enTtE3kv8fT9">OverDrive's One-Time Secret form</a>.</li>
<li style="font-family: Arial;margin-left: 1.25em;padding-bottom: .4em;list-style: decimal;list-style-type: decimal;">Enter the requested information into the first box. (Leave the second "Passphrase (optional)" box blank.)</li>
<li style="font-family: Arial;margin-left: 1.25em;padding-bottom: .4em;list-style: decimal;list-style-type: decimal;">Select <strong style="font-weight: bold;line-height: inherit;">Choose Files</strong> and select the screenshots to upload. To select multiple images to upload at once, hold <strong style="font-weight: bold;line-height: inherit;">CTRL </strong>(Windows) or <strong style="font-weight: bold;line-height: inherit;">Command</strong> (Mac) while clicking each file.</li>
<li style="font-family: Arial;margin-left: 1.25em;padding-bottom: .4em;list-style: decimal;list-style-type: decimal;">Under "Expiration," select <strong style="font-weight: bold;line-height: inherit;">7 days</strong>.</li>
<li style="font-family: Arial;margin-left: 1.25em;padding-bottom: .4em;list-style: decimal;list-style-type: decimal;">Select <strong style="font-weight: bold;line-height: inherit;">Create a secret link</strong>.</li>
<li style="font-family: Arial;margin-left: 1.25em;padding-bottom: .4em;list-style: decimal;list-style-type: decimal;">Choose <strong style="font-weight: bold;line-height: inherit;">Copy link</strong> and paste it into your reply to this email.<br style="margin-bottom: .4em;" />
<em style="font-style: italic;line-height: inherit;"><strong style="font-weight: bold;line-height: inherit;">Note:</strong> This link can only be opened once, so please don't click on the link to test it.</em></li>
</ol>
</li>
</ul>
<p style="margin: 0;margin-top: 0;margin-right: 0;margin-bottom: 1.25em;margin-left: 0;padding: 0;padding-top: 0;padding-right: 0;padding-bottom: 0;padding-left: 0;direction: ltr;font-family: Arial;font-weight: normal;font-size: 1em;line-height: 1.6;text-rendering: optimizeLegibility;">I appreciate your help and patience!</p>
<span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6">Thanks,<br />
Adam (he/him)<br />
OverDrive Technical Support<br />
<br />
<em>Please pick <strong>Reply </strong>to respond to this message.</em></span><br />
<br />
<a href="https://help.marketplace.overdrive.com/home.htm"><img alt="Marketplace Help" src="https://overdrive.file.force.com/file-asset-public/Marketplace_Help?oid=00D3000000000yd" style="max-width: 677.3742370605469px" title="Marketplace Help" /></a><br />
<span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6">---------------------------------------------------------------------------------------<br />
<br />
Your case 03573685 history details:<br />
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<b>INFORMATION</b></span>
<ul>
<li><span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6">Library Card: </span></li>
<li><span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6">End User Name: </span></li>
<li><span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6">End User Email: </span></li>
</ul>
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<span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6"><b>ISSUE</b></span>
<ul>
<li><span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6">Description: Hi, Laurin,<br><br>You are the first to report this issue to me. I'm including folks at OverDrive into this conversation so they can weigh in.<br><br>Thanks!<br><br>Kris Wiley<br>ODLC Chair, 2024-25<br>Roseburg Public Library<br>________________________________<br>From: Odlc <odlc-bounces@omls.oregon.gov> on behalf of Laurin Arnold via Odlc <odlc@omls.oregon.gov><br>Sent: Monday, August 5, 2024 4:10 PM<br>To: odlc@omls.oregon.gov <odlc@omls.oregon.gov><br>Subject: [ODLC] Libby Authentication Weirdness?<br><br>Hi folks,<br>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.<br><br>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?<br><br>Thanks!<br><br>Laurin Arnold | she, her, hers<br><br>Collection Development Manager<br><br>Jackson County Library Services<br><br>541.774.6573<br><br>jcls.org<br><br><br><br>________________________________<br><br>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$ ><br><br>Notice: Please note my email address has changed. Please update your records.<br><br>________________________________<br><br>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.</span></li>
<li><span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6">Format: </span></li>
<li><span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6">Title(s): </span></li>
<li><span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6">Error Message: </span></li>
</ul>
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<span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6"><b>SETUP</b></span>
<ul>
<li><span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6">Operating System: </span></li>
<li><span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6">Browser: </span></li>
<li><span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6">Software Application: </span></li>
<li><span style="font-family:Arial,Helvetica,sans-serif;line-height: 1.6">Device: </span></li>
</ul>
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<div><img alt="Main OverDrive 92K Footer" src="https://overdrive.file.force.com/file-asset-public/Main_OverDrive_92K_Footerpng?oid=00D3000000000yd" style="max-width: 675.9091705322265px" title="Main OverDrive 92K Footer" /></div>
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--------------- Original Message ---------------<br clear="none" />
<b>From:</b> Kris Wiley [kwiley@roseburgor.gov]<br clear="none" />
<b>Sent:</b> 8/5/2024 7:33 PM<br clear="none" />
<b>To:</b> odlc@omls.oregon.gov; larnold@jcls.org<br clear="none" />
<b>Cc:</b> hkabat@overdrive.com; support@overdrive.com<br clear="none" />
<b>Subject:</b> Re: Libby Authentication Weirdness?<br clear="none" />
<br clear="none" />
<meta content="text/html; charset=us-ascii">
<div class="elementToProof" style="font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0);">Hi, Laurin,</div>
<div class="elementToProof" style="font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0);"> </div>
<div class="elementToProof" style="font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0);">You are the first to report this issue to me. I'm including folks at OverDrive into this conversation so they can weigh in.</div>
<div class="elementToProof" style="font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0);"> </div>
<div class="elementToProof" style="font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0);">Thanks!</div>
<div class="elementToProof" style="font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0);"> </div>
<div class="elementToProof" style="font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0);">Kris Wiley</div>
<div class="elementToProof" style="font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0);">ODLC Chair, 2024-25</div>
<div class="elementToProof" style="font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0);">Roseburg Public Library</div>
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<div dir="ltr" id="divRplyFwdMsg"><font color="#000000" face="Calibri, sans-serif" style="font-size:11pt"><b>From:</b> Odlc <odlc-bounces@omls.oregon.gov> on behalf of Laurin Arnold via Odlc <odlc@omls.oregon.gov><br clear="none" />
<b>Sent:</b> Monday, August 5, 2024 4:10 PM<br clear="none" />
<b>To:</b> odlc@omls.oregon.gov <odlc@omls.oregon.gov><br clear="none" />
<b>Subject:</b> [ODLC] Libby Authentication Weirdness?</font>
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<div class="x_elementToProof" style="font-family:Calibri,Helvetica,sans-serif; font-size:12pt; color:rgb(0,0,0)">Hi folks,</div>
<div class="x_elementToProof" style="font-family:Calibri,Helvetica,sans-serif; font-size:12pt; color:rgb(0,0,0)">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.</div>
<div class="x_elementToProof" style="font-family:Calibri,Helvetica,sans-serif; font-size:12pt; color:rgb(0,0,0)"> </div>
<div class="x_elementToProof" style="font-family:Calibri,Helvetica,sans-serif; font-size:12pt; color:rgb(0,0,0)">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?</div>
<div class="x_elementToProof" style="font-family:Calibri,Helvetica,sans-serif; font-size:12pt; color:rgb(0,0,0)"> </div>
<div class="x_elementToProof" style="font-family:Calibri,Helvetica,sans-serif; font-size:12pt; color:rgb(0,0,0)">Thanks!</div>
<div id="x_Signature">
<p style="margin:0in; font-family:Calibri,sans-serif; font-size:11pt">Laurin Arnold | she, her, hers</p>
<p style="margin:0in; font-family:Calibri,sans-serif; font-size:11pt">Collection Development Manager </p>
<p style="margin:0in; font-family:Calibri,sans-serif; font-size:11pt">Jackson County Library Services </p>
<p style="margin:0in; font-family:Calibri,sans-serif; font-size:11pt">541.774.6573 </p>
<p style="margin:0in; font-family:Calibri,sans-serif; font-size:11pt">jcls.org </p>
<p style="margin:0in; font-family:Calibri,sans-serif; font-size:11pt"> </p>
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<hr align="center" style="width:100%" /></div>
<p style="margin:0in; font-family:Calibri,sans-serif; font-size:11pt"><span style="color:rgb(32,31,30); background-color:white"><i>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</i></span><span style="color:rgb(5,99,193); background-color:white"><i><a href="https://urldefense.com/v3/__http://jcls.org/land__;!!P1w4qL2BkQ!4RUg92xHtRaqQ7J5fahjc8fWyi4Zv2w_bxJ90944BpBeBFJ23h3elZmpP1zMO0l4beF9-lmJGEqkbKjhc3O1qw$" shape="rect" style="color:rgb(5,99,193); margin-top:0px; margin-bottom:0px" target="_blank"> jcls.org/land.</a></i></span><i> </i></p>
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<div style="background-color: yellow; padding: 7px 6px 7px 15px; text-align: center; font-weight: bold;"><span style="font-weight:bold;font-family: Arial, Helvetica, sans-serif;">Notice:</span> <span style="font-weight: normal;">Please note my email address has changed. Please update your records.</span></div>
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<font color="Gray" face="Arial" size="1">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.</font><img src="https://overdrive.my.salesforce.com/servlet/servlet.ImageServer?oid=00D3000000000yd&esid=018Pn00000CJ8cU&from=ext"><br><br>thread::g_eejsVqfFeK6biq4-XAnR0::</body>
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