Research & Resources
Digital Downloads - Troubleshooting MyLibrary DV Problems
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Download does not start
If you are using Microsoft Vista operating system, the download for MyLibrary DV may not start. Here are instructions for solving this problem:
If you were able to install MyLibrary DV, you must uninstall it, then install a new version.
- Go to Start - All Programs - Permission TV - Pima County Public Library - Uninstall Pima County Public Library.
- Go to Start - All Programs - Permission TV - Uninstall Download Manager.
- Restart PC.
- Once complete, please reinstall Permission TV by following the instructions on the MyLibrary DV page.
If you were unable to install MyLibrary DV, simply follow the installation instructions on the MyLibrary DV page.
Error Message: "The allowed limit has been reached."
There is a limit to the number of files that can be downloaded. In our "Hollywood Favorites" and Sony Pictures Entertaimnent collections, you are allowed one download at a time. You can download up to 10 videos from our other collections. If you received this error message, it means you have already downlaoded your maximum number of videos from the collection.
Error message: "UNKNOWN USER" when trying to download
According to MyLibrary DV technical support, this is a known issue that currently affects a limited number of MyLibrary DV patrons across the US. They are currently working to rectify the issue, but at present no solution has yet been implemented. If you experience this problem, please report it to MyLibrary DV technical support, at mldvsupport@recordedbooks.com. We apologize for the inconvenience.
I don't see the Hollywood Favorites or Sony Pictures Entertainment movies in the Movies channel.
If you only see three categories in the Movies channel, try the following:
- Go to the Start menu on your computer.
- Go to Programs and look for Permission TV.
- Open Pima County Public Library inside the Permission TV menu.
- Wait for MyLibrary DV to open.
- Go to the Movies channel.
- If you see the following categories, you now have all of the movie content:
- Classics
- Foreign Films
- Hollywood Favorites & World Cinema
- Independent Films
- Sony Pictures Entertainment
If the above list does not show up inside the Movies channel, you may need to uninstall Permission TV and reinstall it.