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OneClickdigital FAQ answers & help files

 

FAQs

Library Settings Information

  • 10 checkouts at a time.
  • up to 21 day checkout per book (select any checkout period from 1-21 days, the book returns when your checkout is over).
  • early return of any book (please return a book when you are done with it). 
  • renew a book (if no one else is waiting on it).   
  • place up to 10 books on hold at a time.
  • holds that come available check out automatically.  Some patrons are still not getting their holds checkout emails.  Until OneClickdigital feels that this issue is completely resolved, the system will check out holds automatically.  

Return to OneClickdigital Help Index.

What is the Media Manager?

Media Manager is the company's software that you add to your computer.  It allows you to download, play, and transfer books to your supported device.  Media Manager takes care of all audiobooks format issues, so you do not have to worry about only checking out a format that would be compatible with your device. To learn how to operate Media Manager, see our informational pages for the Windows version or the Mac version. 

Return to OneClickdigital Help Index.

What computers / devices are compatible with the Media Manager?

Windows Version:

Mac Version:

  • OS 10.6.6 or later
  • can only transfer to Apple portable devices (iPods, iPad).  

Please note that there is a mobile app for both Apple and Android devices now, so transfer from the computer is not necessary for your smartphone or tablet.

Return to OneClickdigital Help Index.

How can I use this service if my computer or device is not compatible?

Please use the Manual Download option.  This will have you download a zipped (compressed) file of the audiobook to your computer.  You will then extract (uncompress) the files so you may put them on your device or play them on your computer. 

Return to OneClickdigital Help Index.

How do I search for an audiobook to check out right now?

A video for this is back on the OneClick main page, under the banner. 

  1. Go to the OneClickdigital website and log in.
  2. Go to Advanced Search.
  3. Scroll down - the last selection on the right side is Available for Checkout.  Choose Available for this option.
  4. Click the search button.  A large list of results will return. 

Return to OneClickdigital Help Index.

Do books expire on my MP3 player?

The Protected format audiobooks have higher security, and when transferred to your device take a due-date with them.  The files will not play after the checkout period is over.  Not Protected format books will usually not do this. Please do not return your audiobooks in the Media Manager (or on the website) after you have transferred them to your device.  If you plug your device into the computer the due-date will be updated on that book, and it will expire. 

If your player is giving you an expiration notice on a book you know is not past its due date, there are help notes on this error message on the OneClick help page. 

Return to OneClickdigital Help Index.

What is the difference between Holds and Wishlist on the OneClick website?

Holds are the books you actually are on the waiting list for.  Wishlist is just an area that will save your book for 90 days.  You might use the Wishlist if your holds queue was full, or if while browsing the site you found several books that you were maybe interested in checking out or putting on hold.  You could save them in your Wishlist and make a final decision when you are finished browsing.

Return to OneClickdigital Help Index.

How am I notified that it is my turn for a book I have on hold?

You should receive an email at the address listed on your account.  The OneClick system will check the book out to you automatically.  If you get a holds-available email, check your account (on your Media Manager, mobile app, or on the website) and the book should be in your checked-out items list. 

Return to OneClickdigital Help Index.

I do not see the newest books by my favorite author.  He/she is usually on the bestseller lists, why isn't the audiobook available?

Some publishers do not allow libraries to purchase digital copies of their books.  One audiobooks publisher in particular, Brilliance Audio, publishes  many popular authors (like Nora Roberts).  While we do own some Brilliance books, this is from before.  We are unable to even purchase extra copies of those books if the holds list gets long.

The State Library has started to highlight the ebooks side of this problem on the Big 6 facebook page.

If you do not think this applies to the particular book you are seeking, please use the Digital Book Request Form.  Maybe we just missed it!  If it turns out to be a book we cannot get, we will let you know.  

Return to OneClickdigital Help Index.

ACCOUNT HELP

Lost my Username, Password, or both.

  1. Go to: http://statelibraryofks.oneclickdigital.com/forgot%20password.aspx  and provide it with your email address. 
  2. OneClickdigital will send you an email.  This email will contain your username and a temporary password.
  3. Log in at http://statelibraryofks.oneclickdigital.com.
  4. You should now change your password.  Click "My Account" to see where to do this.  Be sure to save your changes!

Received the email, but having trouble with the password provided by the system?  Hit the forward button on the reset password email.  Explain what the issue is, and send it to us at audiobooks@library.ks.gov.  We will help change your password. 

Return to OneClickdigital Help Index.

How do I change my password (or update other account information)?

  1. Go to http://statelibraryofks.oneclickdigital.com and log in with your username and current password.  
  2. Click on My Account.
  3. Your Profile will be shown.  Scroll down until you can see the information you wish to update.
  4. Be sure to save your changes!  A green line of text will appear confirming that you have updated your information.

Please note that the only profile item you cannot change is your username. 

Return to OneClickdigital Help Index.

Cannot remember if I already registered for OneClickdigital.

You can contact the State Library and we will help check for an account.  Please provide at least your full name, though your Kansas Library Card number would also be helpful.  We will search the list of patron accounts. audiobooks@library.ks.gov

Alternately, if you know which email account you would have used, you can try the "Forgot Username, Password, or both" above.  If you have an account linked to that email address, you will receive the "Reset Password" email from the OneClick system. It will provide you with your username and a temporary password. 

Return to OneClickdigital Help Index.

I accidentally registered twice! 

Email the State Library at audiobooks@library.ks.gov.  Please provide your name, the usernames of the accounts (if you know both), or at the very least the email addresses associated with the accounts, and tell us which one you want to keep!  We will find the account you do not want and inactivate it, so it does not get in your way or confuse you in the future.

Return to OneClickdigital Help Index.

I can log in on the website but not in the software.

Sometimes the app saves your login.  Here's what to do:

Windows Media Manager:

  1. Close the Media Manager, if you have it open.
  2. On your computer, go into your Documents folder (Windows XP: this is My Documents).
  3. Open the Media folder (not "My Media").  This is where the Media Manager stores all of its files. 
  4. In this folder should be a file that starts with your OneClick username, and then is "State Library of Kansas."  The file type will be OCD.
  5. Delete this file--if there are multiple versions of this file, delete them all.

Android Mobile App:

  1. Go into your device's Settings.
  2. Go to Manage Applications (note-depending on your version of Android, you may have to go into Applications first to find this).
  3. Choose the OneClickdigital app.  May be called OCD in the list. 
  4. Inside the app, tap the Clear App Data button.  This should delete any saved login information.  You may wish to also Force Close the app and restart your device. Any book you have downloaded to the device will need to be downloaded again when you log in.  

Apple Mobile App:

Uninstalling the app is the only way to fix this type of error on an Apple device.

  1. Go to your device's home screen. 
  2. Hold down on the OneClickdigital app until it begins to "wiggle." 
  3. There should be a black X on the upper left corner of the app.  Tap this to delete the app.
  4. Reinstall the app from your App Store.  Please see the OneClick Apple App instructions for assistance if necessary. 

Return to OneClickdigital Help Index.

Can log in to the Media Manager, but not the OneClick website.

Your internet browser is likely saving an old password.  You need to clear your browser's temporary internet files (also known as the cache).  This page shows how to find where to do this for several different types of browsers.

Return to OneClickdigital Help Index.

MOBILE APP HELP

Lost my app store login, so I can't download the OneClick app.

Please see your app store's help:

Return to OneClickdigital Help Index.

When I try to log in to the app, it says I do not belong to any libraries. 

The app's "set location" step was skipped or did not save correctly.  Here's what to do:

Android - clear your app data:

  1. Go into your device's Settings.
  2. Go to Manage Applications (note-depending on your version of Android, you may have to go into Applications first to find this).
  3. Choose the OneClickdigital app.  May be called OCD in the list. 
  4. Inside the app, tap the Clear App Data button.  You may wish to also Force Close the app and restart your device.

Apple - uninstall/reinstall the app:

  1. Go to your device's home screen. 
  2. Hold down on the OneClickdigital app until it begins to "wiggle." 
  3. There should be a black X on the upper left corner of the app.  Tap this to delete the app.
  4. Reinstall the app from your App Store.  Please see the OneClick Apple App instructions for assistance if necessary. 

Kindle Fire - clear the cache.

  1. Tap the gear in the upper right hand corner of the screen to access the Settings
  2. Tap "More" on the drop down menu
  3. Tap "Applications"
  4. Change "Filter by" to "Third Party Applications" from the drop down arrow
  5. Tap the "OneClickdigital" icon
  6. Tap "Clear Data"
  7. Re-open the OneClick app.  You should be prompted to choose a region.

Return to OneClickdigital Help Index.

My app is frozen or blank (I do have books checked out).

Android - clear the cache.

  1. Go into your device's Settings.
  2. Go to Manage Applications (note-depending on your version of Android, you may have to go into Applications first to find this).
  3. Choose the OneClickdigital app.  May be called OCD in the list. 
  4. Inside the app, tap the Clear Cache button.  You may wish to also Force Close the app and restart your device.
Apple - two possibilities. 

Restart the app and close other apps that you have open (and are not using): 

  1. Double-tap the device's home key. 
  2. This should pull up a line of all apps currently open on your device.  Often we just return to the home screen, and the app is not actually closed.
  3. Use the red minus sign to shut down the OneClickdigital app, and any other app you are not currently using. 
  4. Tap the home key to close and return to your normal home screen.  You may wish to restart your device at this time.

Return to OneClickdigital Help Index.

I left my connection zone (wifi or 3/4G) and the book stopped playing.

Before leaving your connection zone, make sure the book has fully downloaded to the device.  The instructions pages for both versions of the app show how to be sure of this. Visit the Apple or Android page.  

Return to OneClickdigital Help Index.

The app isn't auto-bookmarking every time.

This is a current known error.  OneClick is working on this.  Until it is resolved, please set a bookmark when you are finished listening to ensure you can find your place easily again.

  • Bookmark by tapping the "plus sign."  This is found on the book's play screen, in the same line as the normal playback controls for the book (play, pause, stop, fast forward).
  • Retrieve your bookmark by by beginning to play the book, then tapping the icon on the upper right corner that looks like an open book.  This will list all of the bookmarks you have set.

Return to OneClickdigital Help Index.

ON THE COMPUTER HELP

How do I set my preferences for OneClickdigital?

How and where you do this varies by your situation. Choose the page that is best for you, and go to the Recommended Settings notes.

Windows Computer with Media Manager   -   Mac Computer with Media Manager  -  Manual Download (not using Media Manager)

Mobile app users--it is not necessary for you to set special preferences on the website or in the app.

Return to OneClickdigital Help Index.

How do I know if I missed a software update?

Mac, Android mobile app, and Apple mobile app - checking your App Store or Google Play for an update is a quick way to be sure! 

Visit the instructions page for your situation (Windows Computer, Android app, etc) from the OneClickdigital main page.  We note the current version at the top of the instructions page. 

Return to OneClickdigital Help Index.

Windows Error Message: no space on device or device not properly connected. 

Usually, this error is because your computer has not received the a required security upgrade for Windows Media Player, which is required on all Windows computers in order to use DRM Protected content (like many audiobooks) in any type of media player (even the OneClickdigital software).  The way to do this from Microsoft's website has not been fully installing the security upgrade recently, so please use this workaround to ensure your computer both downloads the update and installs it. It is unlikely that you will have to do this again.

  1. Go to the OneClick website and log in.  http://statelibraryofks.oneclickdigital.com
  2. Click on "My Account" then "Preferences."
  3. Scroll down--find "Use OneClickdigital media Manager as my default player" and switch this to "No."  Click the "Update Preferences" button to save this setting. 
    Your account is now set for a manual download.  Remember to come back and reset this later to "yes." 
  4. Go to "My Collections" and click "Download Now" for the book that was failing to download in the OneClick software.  Since it was failing, we can be sure it is one of those DRM Protected format files, so it will help solve the problem.  Normally you would not use this button.
  5. Your browser willl ask what do to with the zipped (or compressed) book files.  Choose "Open."
  6. When the files open, use the "Extract all files" link. This un-zips/uncompresses the files.
  7. A new window opens with the uncompressed files--double click one of the files to play it. 
  8. At this time, Windows Media Player will open and want to do something about getting the license to play books with extra security--you will need to log in with your OneClick username and password to provide these permissions.  Whether or not the update is obviously running is variable. 
  9. After the updates all process, you will see a message that you may play the book.  Click play, and when the file begins to play you are successful!

At this point, you may:

  • delete any book files downloaded to your computer--you do not need them anymore.
  • reset your preferences on the OneClick website. 
  • open the OneClickdigital Media Manager and use the book normally.

Return to OneClickdigital Help Index.

Media Manager is:

 

  • obviously an upgrade or two behind--my version number does not match what your website says is the current version number, and it will not prompt me to run an upgrade (or the upgrade prompt failed).

  • blank in the Checkout and other tabs when I log in, despite having books checked and/or on hold (I can view these under My Collections on my web account).

  • asking me to install an upgrade over and over.

Under these circumstances, the best thing to do is uninstall Media Manager and reinstall it. Something has gone wrong with the software. 

Windows Uninstall Instructions:

  1. Go to your Start Menu.
  2. Select the Control Panel.
  3. Find "Programs"
  4. Select "Uninstall a Program."  The list that comes up may take a minute to pull up. (Windows XP users--this may be called "Add or Remove Programs") 
  5. Find "OneClickdigital Media Manager" in the list.  Click on it once. 
  6. Click "Uninstall" or "Remove" (depending on your version of Windows, this could be above the list of programs, or a part of the program's information line).
  7. Follow any prompts your computer gives you to uninstall the program. 
  8. Check for any leftover files and folders from OneClick: 
    • Look in "Documents/My Documents" then "Media."  (Not "My Media"--this is a different folder).  Delete this folder, it is where OneClick stores the files downloaded for books, etc. 
    • Go to "Computer/My Computer," click on your "C Drive" then "Programs/My Programs" (Windows Vista or 7 users-if you have a "Program Files (x86)" use this).  If there is a "OneClickdigital" and/or "Recorded Books" folder please delete these.

Mac Uninstall Instructions:

  1. Open "Finder."
  2. Select "Applications."
  3. Find "OneClickdigital" in the list of applications.
  4. Drag this application to the trash.

Reinstall Media Manager: download the newest version of Media Manager here.

Return to OneClickdigital Help Index.

Windows/iTunes Problem: iTunes keeps popping up but I am not using an iPod (or other Apple device).

Media Manager settings need updated to exclude an iTunes connection. Go to the OneClickdigital for Windows instructions page and see the Recommended Settings for how to do this.     

Return to OneClickdigital Help Index.

Windows Transfer Error: problem creating title folder.

  1. Plug the device into your computer. 
  2. Go to "Start" and then Computer (or My Computer if on Windows XP). 
  3. Open the device's storage.
  4. Check through the folders and subfolders on the device.  Delete ALL folders called "eAudiobooks" (This is the folder Media Manager creates on your device to be the root storage area for the audiobooks.  This error is caused by something going wrong with the folder, or Media Manager accidentally creating more than one). 
  5. Open Media Manager, and attempt to transfer to the device again.  It will create a fresh eAudiobooks folder during the first transfer. 

Return to OneClickdigital Help Index.

Windows Transfer Error: device does not support protected files.

OneClickdigital has two levels of compatibility for devices. See their device compatibility list (link opens in a new tab or window):

  • full compatibility-top section of list
  • compatilbility with only one format of audiobook (so far).  This is essentially any type of device not on the full-compatibility list.

If your device is fully compatible, and you still get this message, you need to:

  • Check your Media Manager's settings--sometimes the only issue is that the preferences are set to use an iPod, when you have a Sansa MP3 player (or vice-versa).  Go to the Windows instructions page and look at the Recommended Settings section.
  • Check that your computer is viewing the MP3 player as a Portable Device, not Device with Removable Storage (or just Removable Storage).
    • Go to your Start Menu, then "Computer" ( My Computer for Windows XP). 
    • You will see the devices connected to your computer (example image below).  Your device must register as a Portable Device on the computer for it to be fully compatible at this time.  If the device registers incorrectly, you probably need to update your player..  Please visit the support pages for your device on that company's website to determine how to do this.

If your device is not fully compatible:

Please see the Windows instructions section on compatible devices (final section on page).  This details how to use Media Manager at this time.

Examples: this image shows that the Sansa is a Portable Device, so it is fully compatible with Media Manager.  The Nook Color registers as a Device with Removable Storage, and it is not fully compatible. 

 windows seeing devices

Return to OneClickdigital Help Index.

Windows to Apple Device Transfer Error: transfer has timed out, gives a "port sleep" or "unhandled exception" error message. 

Transfers to iPods are more likely to time out than any other device.  To stop this from happening:

  1. In Media Manager, click on "Preferences."
  2. Turn the "Transfer Wait Time Modifier" up to 60 (will have been on a default of 7). 
  3. Click "Update" to save the preferences. 

If you think that 60 slows the transfer down too much, you may wish to experiment with the transfer wait time setting, to find the point where your system will transfer without timeout.

Return to OneClickdigital Help Index.

Apple Device Transfer Error: manually manage music setting needed.

This is necessary on both Mac and Windows computers. 

In order for Media Manager to transfer properly to your iPod/iPad/iPhone, the "manually manage music and videos" setting must be on for your device.  Media Manager will prompt you to turn this setting on if this needs to be done.  Here's how to accomplish this:

1. With iTunes open, plug in your Apple device.
2. Click on your device's name on the left side navigation under "Devices." 
3. Device summary should now be seen.  Scroll down to "Options."
4. Click the box in front of "manually manage music and videos" to turn this option on.
Missing where this option is?  Here's a video on how to find it.

Return to OneClickdigital Help Index.

Windows Vista Error: message indicates that the download or transfer cannot be completed (but does it anyway) or gives an "unhandled exception" message. 

This annoying error can be avoided by always running the Media Manager in administrative mode, so Vista does not interfere with the Media Manager processes. 

1. On your desktop, right click on the OneClickdigital Media Manager icon.
2. In the popup menu, select "Run as Administrator" (circled in red below--will normally be towards the top of the menu). 

vista - how to run as an administrator

Do this every time you run the Media Manager, or change your user account settings on your computer so that you will always be in administrative mode.

Return to OneClickdigital Help Index.

ON THE DEVICE HELP

Learn about your device!

    Please realize it is your responsibility to learn the functions of your device and to keep it updated.  Below are links to support sites for the most commonly used device companies. All of these sites will allow you access to a copy of the manual online, and help you learn how to update the firmware (software built into the device) current.

    Return to OneClickdigital Help Index.

    Book is out of order on the device when I play it.

    1. Please check that the Shuffle option is OFF on your player.
    2. See if you can play the book properly from a different location on your player.  For example, if you went into "Music->All Songs" to play the book, find it in a different location, like "Albums" and try from there. 
    3. If neither of the above, please report this to the State Library.  We would like to know the title of the book, the device you have, and the operating system of your computer (Windows 7, Vista, XP).  There could be a number of things wrong (book out of order on the server, an issue with the transfer to that type of device, etc), we will ask OneClick for assistance.

    Return to OneClickdigital Help Index.

    Device: when I try to play the book, the player says it is expired, no longer have rights to it, or that I need to sync my device to continue the subscription.

    Reasons this may have happened:

    1. The checkout period of the book is over or you have returned the book on your account.  Books transfer to your player with a time stamp included.  They will not play past the checkout time.  This also applies to any book you returned early.  Do not return a book on your account until you are finished with it.  If you return the book early then reconnect your device to the computer, the time stamp will be updated on that book on your device.  You will no longer have the rights to play it.   
    2. Renewal situation--if you renewed the book in your Media Manager, but had transfered the book to your device before the renewal, connect your MP3 player to the computer and re-do the transfer of the book.  This will update the "due date" that transfers with the book to your player, and gives you permission to continue.  NOTE: check where you are on the book before you do this, you likely will lose your place!

    Return to OneClickdigital Help Index.

    Device: how to delete a book from the player when finished.

    Video about this (shows on a Sansa Clip, then an iPod). 

    Non-Apple Devices

    1. Plug your device into the computer.
    2. When the AutoPlay dialog box comes up, choose "Open device to view files."  If the AutoPlay box does not appear, go to Start-->My Computer, and click on the device.
    3. Click into the storage on your device, and into the folder on the device where the audiobook is stored (on many devices this folder is called eAudiobooks).  Delete the folder for the book.

    Apple Devices

    1. Plug your device into the computer.
    2. Open iTunes.
    3. The book should be listed on your device as a Playlist.  Click on the playlist for that book, and delete it. 
    Return to OneClickdigital Help Index.

      Device Error Message: does not support playback of protected media/music/files. 

      Usually this is just a settings issue.  It is most likely to occur on a Sony Walkman.  Go to the OneClickdigital for Windows instructions page and see the Recommended Settings for how to update your settings in Media Manager.  

      Return to OneClickdigital Help Index.

          |     Last modified: May 20, 2013