Problem: two accounts one ipod

[jfreda]

I have two audible accounts downloading to one Mac desktop and syncing with one ipod. Both accounts work on my imac: The books from both accounts play on the desktop, but the ipod does not allow the second account to play. They are frozen, even though the account is properly registered on the desktop.
Very frustrating for when my daughter borrows the ipod or I want to play her books in the car, etc.
I would just use one account, but am too greedy to share my selections with my daughter every month.

Audible, after repeated requests, exchanges, and comments, has given no comprehensible solution to this.
Any help?

And am I the only one to notice terrible customer service at Audible? In response to this issue I received a number of confused, inaccurate, and very belated responses, from several confused people, none of whom were in communication with each other!

[Podunk]

jfreda,
Since you already started a seperate thread on customer service, lets go ahead and try to troubleshoot your problem so we can all learn something. Quite frankly, I have no idea on this one, since I only have one account. So if there are any other double-dippers out there, please chime in.:)

For starters:

If you go to Audible Help Center FAQ's and type "ipod" and "two accounts" you get the link below.

This indicates that theoretically you should be able to have two Audible accounts on your iPod.

So what exactly occurs differently for you than what it says should happen?

(if the link doesn't work, its Answer ID 1339 in the Audible FAQ section.)

http://audible.custhelp.com/cgi-bin/audible.cfg/php/enduser/std_adp.php?p_sid=NdEmp4Zg&p_lva=&p_faqid=1339&p_created=1069170989&p_sp=cF9zcmNoPTEmcF9ncmlkc29ydD0mcF9yb3dfY250PTEyM CZwX3NlYXJjaF90ZXh0PWlwb2QgdHdvIGFjY291bnQmcF9zZWF yY2hfdHlwZT0zJnBfcHJvZF9sdmwxPX5hbnl_JnBfY2F0X2x2b DE9fmFueX4mcF9jYXRfbHZsMj1_YW55fiZwX3NvcnRfYnk9ZGZ sdCZwX3BhZ2U9MQ**&p_li=

[jfreda]

Thanks parannoya. I guess I need to do an online chat with one of the techs. The service was down for a long while. You shouldn't have to work through this issue, but I appreciate the call for others who might have the same problem to chime in.

But for your info: The support page message reads:
iPod has 2 built-in licenses so you can activate up to 2 users. You will get a prompt to activate when you transfer an Audible Audio to the iPod.

To my mind, this gives very little help. Who gives the prompt? Audible.com, itunes for Mac, or is this for the Windows software?
Does the ipod give a prompt? (no)
The customer service reply in the knowledge base I quoted above is vague about operating systems and procedures, and the actual steps of whatever it thinks is happening are far too unclear. Who writes these things?

In terms of my experience when using files from two accounts: I get no prompt except when I download new files for a user not already activated on itunes. Then, a prompt screen in itunes asks to provide the password for the new user name of that new account. This only happens the first time. This allows itunes to play the files, which I can indeed play on my desktop. But there is no prompt when I transfer the files to my ipod, unless I have to transfer them manually...
The customer service message you linked to (and thanks for that) is very short on details!

[Podunk]

Live Chat from Audible support is definately your best bet.

And, when you get it sorted out, would you mind posting the solution here? Someone else (myself included) may run into this question at some point so it will be helpful to know how the answer.

Thanks,
:P

[bsoplinger]

Just a suggestion, and not a terrific one at that:

Along the lines of 'just reinstall the software,' why don't you de-activate both accounts in iTunes. Quit then relaunch iTunes and then take 1 audio file from each user, put them into iTunes and then onto the iPod, in the same session. Perhaps that would get the license issue corrected?

[AmethystA]

Hi,
I'm really puzzled, as I have 2 Audible user accounts, one is mine, the other my Hubby's. I can transfer and listen to books from both his and my accounts and listen interchangeably between them after they are on my Ipod. I use ITunes for Win to transfer them to my Ipod, so am a little confused why you are having a problem doing this, though I know there are some differences between Mac and Win with Audible.

I was speaking to a customer service rep today and he clarified for me that you can indeed have 2 acconts activated on your Ipod at the same time. I have found sometimes that you have to call several times to really get a knowledgeable tech to help you, and don't be afraid to ask if there is someone else you can talk to and they should transfer you, if they aren't being of any help, which mine today wasn't with my main question. Oh well, you win some, and you lose some.

[jfreda]

bsoplinger,
Thanks for the idea. I might try to remove and reload itunes. I actually cant log out of my main account, for some reason. I do need to do online chat or call in.
And AmethystA, thanks for responding. I wanted to hear that it is in fact possible. But in truth all the customer support I have recieved on this seems to be geared for Windows, not Mac, even when I clarify that I use an imac. Perhaps it is a Mac itunes problem, or something wrong with my settings, etc.
Thanks for the feedback. Both I and my daughter enjoy it so much, it would be nice to have both accounts working on the ipod.

[jfreda]

I finally got a supervisor at Audible who found this solution for me. The customer service is short-staffed and one has to be persistent.
This is a solution posted by someone to the knowledge base, and the supervisor also said that they were working on the problem with apple and would notify me of a proper solution.
This is a work-around. It involves moving all contents of the itunes music folder somewhere else (desktop), erasing your itunes music folder from within by clearing everything, syncing the ipod to clear it too, then replacing two audible files-one from each account, syncing the ipod again and checking that it plays both. Then return all the files back to the ipod, audible ones first, then music ones, and sync again. It worked for me.
Also, it is not necessary to move individual files--moving folders works okay. Just move the folders onto itunes and itunes processes them fine.
Here it is:

Thank you for contacting audible.com.

Here is the procedure I found for issue at hand:



Solution is the following. Beware that it is an involved process but has
worked for me. READ THE DIRECTIONS BEFORE STARTING.
.5) Don't bother deauthorising your Audible account or accounts in itunes.
Just leave em be
1) Create a folder on your desktop and move all your audio files to this
folder. Do not add the folders that your music files are in, simply the
music files only. ALL MUSIC FILES (The best way to do this is to search for
files in a specific folder, ie itunes music folder via the Finder Search
function. The search function may not find mp4 format so adjust settings
accordingly. Also if you have many files with the same name just add
additional desktop folders for these files) I also suggest that you create a
specific folder on your desktop just for your AUDIBLE FILES.
1.5) Even though your itunes library is empty, and no files or folders exist
in your itunes music folder you will still have to go into itunes use the
Select All function and delete all the songs that look like they are still
there. Remember though they really aren't your just mopping up empty shells
2) Once you made sure that your itunes library is empty connect your ipod
back to your mac. In itunes file menu select update ipod. Remember your
library should be empty. Once your ipod has been updated close itunes and
open up the ipod updater.
4) Erase and update your ipod.
5) Unplug ipod and choose the settings in your ipod that you like such as
Shuffle,Volume Check etc.
6) Plug iPod back to your mac. If itunes doesn't open go ahead and open it
and update iPod once more.
7) This is the MOST IMPORTANT direction to get right. Create another desktop
folder and put TWO AUDIBLE files in it. One file from EACH AUDIBLE ACCOUNT
so your folder should contain two files only. If you don't know which files
belong to what account go to Audible.com and browse your history to get that
information.
8) With your mouse highlight the two audible files from the TWO different
accounts and drag them onto the itunes icon.
9) Once they have been added to iTunes go ahead and via the itunes menu
select Update ipod.
10) Disconnect iPod and verify that both files now play on your ipod. This
should be the case.
11) At this point you can go ahead and add the remaining Audible files to
your itunes library (I suggest just dragging the lot onto the itunes icon)
with no care as to what order.
12) Once all Audible files have been added connect ipod to your mac and once
again update it.
13) Once all Audible files have been added to your ipod you can go ahead and
add your remaining music files back into itunes followed by your ipod.
I don't know why this works but it does. As you have, I have also tried many
different things such deleting files and readding them to no avail. This WAY
works