Frequently Asked Questions
Please find below a range of answers to FAQs to assist, however for any questions not covered here please contact us for technical support.
FAQs: Setting up
- What is an eBook?
- What is a Device?
- What is an eBook format?
- What devices are suitable for reading eBooks?
- What is an app?
- What is the ePlatform app?
- What is the browser reader?
- How can I read eBooks on my iPad, iPhone or iPod touch?
- How can I read eBooks on my Android device?
- How can I read eBooks on my Windows device?
- How can I read eBooks on my Kobo or other eReader?
- How can I read eBooks on my computer?
- Do I need to download the ePlatform app or another app every time I want to borrow an eBook?
- Do I need to register for an Adobe ID to use Adobe Digital Editions?
- Do I need to use Adobe Digital Editions?
- Can I return library eBooks early from Adobe Digital Editions
- Can I return library eBooks on my Sony eReader?
- My device doesn't connect to the internet, how do I put eBooks on it?
- Can I download eBooks to a library computer?
- What is DRM?
- I am downloading an epub, why is the file called 'acsm'?
- Why am i getting the error download failed when i try download an eBook?
FAQs: Borrowing eBooks
- Who can borrow eBooks?
- How many eBooks can I borrow?
- How do I borrow an eBook?
- Which option should I choose to read my eBook – Read Now or Download?
- What do I do when the eBook loan period is over?
- Can I keep an eBook if I haven't finished reading it yet?
- Can I download a title more than once during the loan period?
- How do I find a title I want?
- How do I view eBook titles I have on loan already?
- How do I view eBook titles I have borrowed before?
- How long do I get the eBook for?
- How do I reserve a title?
- How do I view my reserved titles?
- Can I cancel my reserved title?
- Can I cancel my loan before downloading a title?
- I can't login to the ePlatform using Safari?
- My Samsung device wont download the ebook?
- How do I stop Adobe Digital Editions 2.0 from crashing
- I can't download the acsm (PDF title) file?
FAQ's: Payment Option (if applicable)
FAQs: Setting up
What is an eBook?
An eBook is an electronic book, one you read digitally on your computer, laptop or on other devices, such as an eBook Reader or Mobile Phone.
What is a Device?
A device is a piece of electronic equipment that you can read an eBook on. Some popular devices are Laptops, Desktop Computers, iPhone, Smartphones and eReaders.
What is an eBook format?
The two primary eBook formats are EPUB and PDF; eBooks in either of these formats are available through ePlatform.
The preferred format is EPUB as eBooks in this format are ‘flowable’, meaning readers can change how they are displayed on the screen (eg. Changing font sizes and styles, changing the spacing between characters or lines etc.). By contrast, PDF files are fixed and can only be displayed in the way they are published.
In addition, only eBooks in EPUB format can be read through the ePlatform browser reader. PDF files need to be downloaded in order to be read.
What devices are suitable for reading eBooks?
Any device that is formatted to read encrypted epub's is suitable for reading library eBooks. Some devices may need an application to view library eBooks or to enable them to download library eBooks via their computer. View a list of suitable devices and compatible applications.
What is an App?
An App is an Application which can be downloaded to your computer, tablet or mobile device. To read a library eBook you will need to access the ePlatform app or download other reader software. View a list of devices and compatible applications on our Apps page.
What is the ePlatform app?
The ePlatform app is a dedicated eBook lending app personalized to your library, encompassing all the features and functionality of the web-based system.
The user-friendly interface includes full search and filtering options to make finding titles simple. Library administrators have access to extensive title and patron reporting.
For more information on the ePlatform app, which devices it can be used with and which App Stores to download it from, read our Apps page.
What is the browser reader?
ePlatform allows users to read eBooks via their web browser. The browser reader requires no additional software, provides many ways to customize how eBooks are displayed, and makes your eBooks available even after you’ve disconnected from the internet. For more information see our Browser Reader page.
How can I read eBooks on my iPad, iPhone or iPod touch?
If you have an iPhone, iPad or iPod touch (requires iOS7 or higher) we recommend accessing the free ePlatform app to read titles via your web browser.
How can I read eBooks on my Android device?
For popular Android tablets and smartphones, including Galaxy Tab, Galaxy S, Galaxy Note and HTC devices (requires Android 4.0 or higher) , we recommend accessing the free ePlatform app to read titles via your web browser.
How can I read eBooks on my Windows device?
For Windows tablets such as the Surface Pro (requires Windows 8 or higher), we recommend accessing the free ePlatform app to read titles via your web browser.
Windows phones are not currently supported.
How can I read eBooks on my Kobo or other eReader?
If you have a Kobo eReader, Sony eReader or Nook eReader you will need to download Adobe Digital Editions and create an Adobe ID. Click here for a setup guide.
How can I read eBooks on my computer?
To read eBooks on your PC or Mac you can use your web browser to read titles online or offline through the ePlatform website.
Alternatively, to download and read eBooks in PDF format you will need to download Adobe Digital Editions and create an Adobe ID. Click here for a setup guide.
Do I need to download the ePlatform app or another app every time I want to borrow an eBook?
No, once you have downloaded the ePlatform app or any of the eBook reader apps you need, you will be set up to borrow eBooks whenever you want to.
Do I need to register for an Adobe ID to use Adobe Digital Editions?
Yes you will need an Adobe ID to read library eBooks. The eBooks you borrow from a library contain digital rights management protection (DRM) to protect them from illegal copying and distribution. The first time you run Adobe Digital Editions, you are prompted to authorise the application by entering an Adobe ID. If you don't have an Adobe ID, register for Adobe Membership.
Do I need to use Adobe Digital Editions?
No, you only need to download Adobe Digital Editions if you are accessing ePlatform on an eReader that doesn’t have internet capabilities or if wanting to download PDF titles from a computer. In the case of reading eBooks on a computer, we recommend reading via your browser instead.
Can I return library eBooks early from Adobe Digital Editions?
Yes. In Adobe Digital Editions right-click on the cover image of the title you want to return, then select 'Return Borrowed Item' Digital Editions will ask you 'Are you sure...?' Simply select 'Return' and the title will be returned and removed from your computer. Find out More.
Can I return eBooks on my Sony eReader?
You can return eBooks on your Sony eReader if Wifi is connected to the device. Select 'Home' - 'Books' and then select the far right hand button (series of lines). You will then be given the option to 'Return Books'.
My device doesn't connect to the internet how do I put eBooks on it?
To put eBooks onto your device you will first have to download them to your computer, then connect your device to your computer and upload the eBook to it. View Step by Step Guides.
Can I download eBooks to a library computer?
Most libraries will not allow titles to be downloaded to their computers. Please check with your librarian for more information.
What is DRM?
DRM stands for Digital Rights Management. DRM is form of technology used to control protection of copyrighted material so that it can't be duplicated or shared with others. All eBooks on this site are protected by DRM. Please note, some devices will need an additional application to read eBooks encrypted with DRM.
I am downloading an epub, why is the file called 'acsm'?
When you download your epub file it will appear as an 'acsm' file. This is because the file is protected with DRM - Digital Rights Management. Please note, some devices will need an additional application to read eBooks encrypted with DRM.
FAQs: Borrowing eBooks
Who can borrow eBooks?
To borrow eBooks you need to be a current member of this library with a valid library card number.
How many eBooks can I borrow?
Please contact your Library to find out how many titles you can borrow.
How do I borrow an eBook?
When you have found a title you wish to read, simply click the 'Borrow now' button, after which you will be able to read the title through the browser (by clicking the ‘Read now’ button) or by downloading the title (by clicking the ‘Download’ button).
Note if reading through an eReader, additional setup will be required. See our setup guides for more information on this.
Which option should I choose to read my eBook – Read Now or Download?
We recommend selecting the ‘Read Now’ option to read through your browser. This method provides a much richer and more engaging reading experience, as you can change entirely how your eBook is displayed (with a variety of options for font, background colour and line or character spacing), no additional software is required, and the entire eBook can be cached to read offline wherever you are.
These customizable display tools help people to discover the joy of reading, particularly those who have been reluctant to read in the past due to visual stress (for example, those with dyslexia or poor eyesight).
What do I do when the eBook loan period is over?
When the loan period is over for an eBook you have downloaded, the eBook will automatically become unreadable, you do not have to do anything, but you may want to delete this file from your device.
Can I keep an eBook if I haven't finished reading it yet?
When the loan period is over your eBook will automatically become unreadable. You will have to check it out again if you want to continue reading it.
Can I download a title more than once during the loan period?
You can download an ebook on up to 6 devices if the same Adobe ID is used on each device/application. Downloads can be made from your 'Shelf'.
How do I find a title?
If you are looking for a specific title or series you may wish to use our 'Search' field at the top of the screen. You can search by Title Name, Author, Series or even Keywords. Another way to find titles is to browse by category (see category list on the right).
How do I view eBook titles I have on loan?
To view the titles you have on loan already click on the 'loans' quick link at the top of the screen - near the GO button. Alternatively you can click into the 'Your Account' tab at the top of the screen and then select 'Your Loans'.
How do I view eBooks titles I have borrowed before?
To view the titles you have on loan already click on the 'loans' quick link at the top of the screen - near the GO button. Alternatively you can click into the 'Your Account' tab at the top of the screen and then select 'Your Loans'. Note: Your 'Loan History' will be found under your 'Currently on Loan' list.
How long do I get the eBook for?
To view the length of the loan direclty on the product page. Click into the title to see this information.
How do I reserve a title?
If you find an eBook that is already out on loan you will have the option to reserve the title. Click into the product then click on the link 'Reserve this title'.
How do I view my reserved titles?
View your reserved title by clicking on the 'holds' quick link at the top of the screen - near the GO button. Alternatively you can click into the 'Your Account' tab at the top of the screen and then select 'Your Holds'.
Can I cancel my reserved title?
Yes, go to your 'shelf' and select the cancel option next to the reserved title you wish to cancel.
Can I cancel my loan before downloading a title?
Yes, go to your 'shelf' and select the 'cancel' option next to the title you wish to cancel.
I can't login to the ePlatform using Safari?
If you are using Safari on your iPad, iPhone etc and cant login please make sure your settings are configured to accept Cookies. This can be done under 'Settings' - 'Safari'.
My Samsung device won't download the eBook?
Some Samsung devices require you to select and hold the ‘Download’ button for 3 seconds and then select ‘save link’, to open ebooks. Once the file is saved visit your download area and select the '.acsm' file.
How do I stop Adobe Digital Editions from crashing?
Try downloading the older version of Adobe Digital Editions in this situation.
Why am I getting the error download failed why i try download an eBook?
This normally only occurs on apple devices when using chrome to download. To fix this try download the book with safari instead.
I can't download the acsm (PDF title) file?
Please return the title and re-borrow the title again. This should allow the user to download the acsm file correctly.
FAQs: Payment Option (if applicable)
How do I pay for my loan or reserve?
Note: For Public Libraries Only
If your Library has a set fee for loans/reserves, this will need to be processed. If a visa facility is available you will be required to pay online. If a fee is outlined and no visa option is available, this fee will be added to your library account and will need to pay direct to your Library.
Is it secure for me to pay by Visa online?
All your transactions are completed with the security provided by the highest level encryption servers available. Your credit card details are guarded by technology that is secure so you can order with confidence.