Check the format!

I am amazed at how often patrons do not understand the difference between ebooks and audio books.  They are often confused about what those terms mean and if there is even a difference between the different formats when they go to check out.  I had a patron complaining that there were two entries for a book, one with a waiting list with 10 people and one entry with a waiting list with 1 person.  They wanted this book for their Kindle, but they had checked out the item with 1 person on the waiting list and couldn't get it to download.  On closer inspection they had checked out the MP3 file to their account, but of course couldn't get it to upload.  This should probably be the first thing you look at when people are complaining about compatibility issues!

Are you connected to WiFi?

A Kindle user that had successfully downloaded in the past was successfully checking out ebooks from OverDrive, but they were not downloading correctly.  They were showing up on the Kindle in a sort of book purgatory called the "Archive", where they couldn't be accessed.  It turns out that their Kindle was not connected to a WiFi network where the patron moved.    Once we connected to the library WiFi all the books uploaded successfully.

Problems downloading from Opera Web Browser.

Patron came in the other day with trouble downloading books to their Nook.  This patron had been successful before, so we tried to figure what the problem was.  Turns out they had changed their web browser to Opera, which was downloading the documents.  When we tried to check out ebooks from Firefox instead it worked perfectly.  Double check if patrons have switched to a new web browser if they were successful in the past.