FAQs

See our FAQs below for each Digital Downloads Service:

Libby/Overdrive FAQ

hoopla FAQ

Kanopy FAQ

RBdigital FAQ

If you need more help with any of our Digital Downloads services, please contact your local branch or fill out the help form on our Contact and Help Page

Libby/Overdrive

Issue not here? For detailed walkthroughs and help with more technical questions related to this service, the Overdrive app or website, or the Libby app, including specific device help and error codes, please visit the Overdrive Help Page or Libby Help Page

What is Libby and How Does That Differ From Overdrive?

Libby is the new app from Overdrive. Its features and benefits include: ease of use, no Adobe ID required, faster performance, powerful search with customizable browsing options, and simplified download settings. 

Currently, Overdrive is supporting both their old app (known as just the “Overdrive app”) and Libby. Both Libby and the OverDrive app offer the same content from your library. Regardless of which app you use, the Overdrive website is the same.

Check out the Meet Libby App page for more details!

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What Happens When My eBook or Audiobook is Due? How Do I Return It to the Library?

When your eBook or audiobook is due, it is immediately returned to the library. You don't have to worry about returning it or any late fees. You can return your item early if you are finished with it; this will allow other patrons to check out and enjoy the item. To return an item early, please refer to the steps on this page for Overdrive (app or website) or on this help page for Libby.

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If I Place a Hold on an eBook or Audiobook, How Will I Know When It's Available?

OverDrive will email you when the title on hold becomes available. If you have automatic checkouts on, the book will be available for you to borrow and read the length of your lending period. If you do not have automatic checkouts on, you have 72 hours to check-out the book and the book will then be available for you to borrow and read the length of your lending period.

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Why Can't I Find the eBook or Audiobook I Am Looking for on OverDrive/Libby?

CADL strives to buy the titles that you want to read. That is not always possible due to the publisher restrictions. If we do not have a title that you are looking for, you can always suggest a purchase. We will be happy to consider purchasing a title for you if it is available.

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Why Do I Have to Put a Hold on an eBook or Audiobook? It's Online, Can't You Just Make Another?

CADL purchases a license for each copy of an eBook or audiobook that we own. The eBook license works like a physical book - only one person can borrow a copy at a time. We do buy more copies based on demand, so make sure to place a hold if you are waiting for a title.

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Can I Download eBooks or Audiobooks at My Local Branch Using Library Computers?

You can download OverDrive audiobooks to CADL computers in order to transfer the audiobook to an MP3 player. Unfortunately, the Adobe Digital Editions software, used for eBooks, is not installed on the patron computers due to digital rights management restrictions. You can use the library's Wi-Fi to download eBooks or audiobooks to your mobile device or laptop.

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What If I Selected the Wrong eBook Format?

If you selected the wrong format of a title, you will need to return it and check the item out again in the correct format. If you are unable to return it, please fill out our {Contact Us} form.

Leave a detailed message about which title you would like returned, including the title/author, as well as your contact information and library card number. You will need to borrow or place a hold on the item again after it has been returned.

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My Library Card Has Been Replaced. Can I Still Use My OverDrive Account?

If you have replaced your library card, please let your branch know that you are using OverDrive eBooks and audiobooks immediately. Your OverDrive account is connected to your card number. When your card number changes, CADL must notify OverDrive in order to transfer your checked out titles and holds.

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When Downloading an eBook or an Audiobook, I'm Getting a Strange Error Message. What Do I Do?

If you are getting a strange error message at any time while using Overdrive/Libby, you may find a quick solution by searching the error at help.overdrive.com or help.libbyapp.com.

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hoopla

Issue not here? For detailed walkthroughs and help with more technical questions related to the hoopla app or website, including specific device help and error codes, please visit hoopla's Help Page

I Am Receiving the Error Message, "Our Daily Lending Limit Has Been Reached. Please Continue to Browse, Add to Favorites, And Come Back Tomorrow." What Does That Mean?

Capital Area District Libraries has placed daily usage caps on the hoopla service to moderate our allotted monthly allowance for hoopla use. Once the daily limit has been reached, patrons will not be able to check anything else out until the daily cap resets at midnight. This does not mean that you've lost your checkouts for the month. Please try to check-out the title again tomorrow.

How Do I Place a Hold on an Item From Hoopla?

You do not have to place a hold on an item from hoopla. Hoopla allows for simultaneous use, so every item is always available to you.

Does Returning a Title Early Affect My Play Credits for the Month?

No, returning an item does not impact your number of checkouts for the month.

Can I Borrow a TV Show's Entire Season?

TV shows are downloaded by episode rather than by season. You can download an entire season, but it would have to be done one episode at a time. You may go through your allotted downloads for a month if you are trying to go through a TV season.

Can I Borrow an Entire Music Album?

Music albums are downloaded by the album rather than by the song. You download an entire album at a time.

How Do I Report a Problem on a Title From Hoopla That's Not Working?

When you are using hoopla on a computer: there is a button that says “Problem?” under the play options (click the arrow to the right of the cover image to toggle the full options menu if it’s hidden). Click this to report an issue.

When you have a title open in the hoopla app: scroll to the bottom of the page and click on the link that says “Having problems with this title? Let us know!” to launch a contact form to report the issue.

Kanopy

Issue not here? For detailed walkthroughs and help with more technical questions related to Kanopy's apps or website, including specific device help and error codes, please visit the Kanopy Support Page.

What Ways Can I View Kanopy?

Kanopy is available through the web browser on your computer via our Digital Downloads page, or by clicking here for CADL’s Kanopy site. Please view this webpage for supported desktop browsers and systems.

You can also view Kanopy films with your computer connected to your TV with an HDMI cord. For more info on that process, please see these directions: Kanopy via HDMI.

You may also be interested in these viewing options:

Kanopy on Chromcast

Kanopy for Mobile or Tablet Apps

Kanopy on Apple TV

Kanopy on Roku

How Do Checkouts Work in Kanopy?

Films in Kanopy are checked-out once you hit play on a film, and have the film fully load and start playing. You may then access the film as many times as you want for 72 hours.

What If I Don’t Finish My Movie Within 72 Hours?

As long as you begin the film while the green “Continue” button is active, you can finish the film even if you pass the 72 hour mark. If you come back to finish it after the viewing period has expired, you can use another play credit to check out the movie again. For quick access, you can find it listed under “Recently Viewed”.

How Do I Place a Hold on an Item From Kanopy?

You do not have to place a hold on a film from Kanopy. Kanopy allows for simultaneous use, so every film is always available to you.

Does Kanopy Use Mobile Data?

Kanopy is a streaming service and so will use cellular mobile data if you are not connected to Wi-Fi. In the Settings menu of the app, there are two ways to reduce your mobile data consumption while using Kanopy.

Cellular Data: Turn the slider to “Off” so that Kanopy will only play when connected to the internet via a Wi-Fi connection.

Video Quality: Reduce the amount of mobile data consumed by setting the “Video Quality” to “Basic”. This will allow Kanopy to play over a mobile data connection but will consume cellular mobile data at a lesser rate.  

How Do I Report a Problem on a Film From Kanopy That’s Not Working?

To report an issue, please email support@kanopy.com with the name of the film and a description of the error. You can also report the film directly through the website by flicking on “More” below the film’s title, selecting “Report”, and filling out the form on the next page.

RBdigital

Issue not here? For detailed walkthroughs and help with more technical questions related to the RBdigital app or website, please visit the RBdigital's Help Page

Are There Really No Checkout Limits?

RBdigital does not limit how many titles that you can check out. Additionally, RBdigital allows for simultaneous use, so every magazine is always available to you.

What may limit the number of magazines that you can download is the space on your device. Most magazines range between 50-100MB, but graphic-heavy magazines are larger and may range between 100-300MB or more. You can download current issues and back issues.

There are also no lending periods for RBdigital magazines. Once you download an issue you may keep the title as long as you like. However, space may also become an issue here. You may want to delete an issue when you're done reading it to free up space.

I Downloaded a Magazine to the Rbdigital Iphone or Ipad App But It Doesn't Show Up in the App. Where Is It?

After you Check Out a magazine, it will not automatically download unless you have previously specified in your app settings for it to do so. Downloading uses WiFi or data, so by default, the app is set to only download over a WiFi connection and you also have the option to turn off “Auto-Download Titles”. Therefore, there may be times when you check out a magazine and it will not automatically download at that time.

To download a title you have checked out, select that title from your “Checked Out” titles screen (found under the menu button), and then you can select “Download” below the cover image. You can tell that a title has successfully downloaded once it says “Downloaded” in that same location.

How Can I Change My RBdigital Password?

You can change your password here by choosing Login in the upper right hand corner. Choose Forgot Password?

Can I Use RBdigital on the Library Computers?

Yes, you can use RBdigital on library computers. You can checkout and read the magazines in Internet Explorer or Google Chrome here at www.rbdigital.com/capitalareadistrict/.