Envoy Connect and CELA Connect FAQ and Troubleshooting

Envoy Connect FAQ

General Questions

Why are you introducing the Envoy Connect?

CELA is committed to offering our users a broad range of choices, both in what and how they read. Envoy Connect is a new, easy-to-use, convenient, and affordable option for reading accessible audiobooks. As technology evolves, we want to ensure that options for our users adapt to their changing needs and preferences.

Why should I choose the Envoy Connect over other delivery methods?

Our readers should choose the device or combination of devices that work for their needs. The Envoy Connect has some impressive benefits.

  • The unit costs approximately $100, making it affordable for many people.
  • It is portable and easy to use.
  • It is flexible. Patrons choose to reload it themselves, mail it to CELA to be reloaded or they can choose both options depending on their needs and situation.
  • It can hold at least 12 CELA titles and magazines depending on their size.

How much does an Envoy Connect cost?

While CELA does not sell the device, the retail price cost as of May 2023 will be approximately $100.

Do I have to buy an Envoy Connect from CELA or a CELA approved vendor?

At the time of launch in Canada, the Envoy Connect is available through CNIB Smartlife. CELA is not selling the Envoy Connect and we don’t have a role in recommending vendors.

Where do I go to find out more about the Envoy Connect player and CELA Connect software?

You can visit https://celalibrary.ca/help/envoy-connect to learn more about the player and software. You'll also find a number of user guides, tutorials, and demos in a variety of formats on this page.

Setup

I just got my Envoy Connect, but I don’t have a CELA account. How do I sign up?

Please visit our “Registration” page to register for a CELA account. Once you’re registered, we’ll send you information about how to log in and begin using CELA.

I already have a CELA account. How do I get my Envoy Connect set up to use with CELA?

Please get in touch with the Contact Centre at 1-855-655-2273 or help@celalibrary.ca and our staff will be happy to add your new player to your account. They will ask for your Envoy Connect serial number. This number is printed on the back of the player, or you can hear it out loud by turning the player on and then pressing and holding both the back and forward buttons at the same time when playback is paused.

How do I start using my Envoy Connect after it’s been added to my account?

You can either download the CELA Connect software from the CELA website onto your computer to add and delete books yourself at home, or you can mail your device to CELA using the pre-addressed envelope included when you received the player, to have books loaded for you. You can also choose to use a combination of both of these options depending on your needs.

If you choose to use the CELA Connect software, it will recognize your device if you have provided us with your Envoy Connect’s serial number. The CELA Connect software will transfer books from your CELA Direct to Player bookshelf to your Envoy Connect device. You can learn more about how to do this by reviewing the resources on our website including the CELA Connect User Guide, Quick Reference Guide, Audio JAWS Guide, and Video Tutorial. These resources can be found on the following page: https://celalibrary.ca/help/envoy-connect.

I have purchased two Envoy Connects to use at the same time. How do I set them up?

Using two Envoy Connects is an excellent way to ensure you always have access to your books and the process is the same whether you are using one or two Envoy Connects. Please provide the serial numbers for both of your Envoy Connect devices to the Contact Centre who will then add both devices to your CELA account. You will be able to use either of the devices with the CELA Connect software, or you can mail them one at a time for reloading.

Reloading

Can I send Envoy Connect to be reloaded and also reload it myself?

Yes! You can choose either or both options depending on what works best for you. The CELA Connect software is simple to use and does not require advanced computer skills. If you want to try it, we are happy to help. If you would prefer to return the Envoy Connect to CELA we are happy to reload it with books on your bookshelf or hold list. The process to reload books may take a few days in addition to the mailing time.

How do I send my player back to CELA for reloading?

Simply include the Envoy Connect and your name in the pre-addressed return envelope that you got when you received the player and drop it into a mailbox. Do not include any of the accessories for the player. The players are sent free of charge through Canada Post’s Literature for the Blind service. If you choose to send your player through the mail with Canada Post, you accept the potential risk of your player being lost or damaged in the mail and that, unfortunately, CELA cannot be held responsible for loss or damage.

Do I need to let you know I am mailing my Envoy Connect to you?

You do not need to inform us in advance but please include your name and return address in the return address area on the mailing package.

How long will it take to get an Envoy Connect reloaded with books if I send it to CELA?

From the time we receive your Envoy Connect in the mail we anticipate it may take a few days to reload and mail your device back to you. This will depend on the number and length of the books we are reloading and the demand for this service. Our goal is to return your device to you as quickly as possible.

I lost the pre-addressed return envelope. What is the return address to have the player reloaded?

You may return the player for reload to CELA, 1929 Bayview Avenue, Toronto, ON, M4G 3E8. The player can be mailed back via Free Matter for the Blind, at no charge. To do this, place a printed label at the top-right corner of the envelope which states: “Literature for the Blind Post Free”, in the same location where a stamp would normally be positioned. Please ensure you include your return address on the envelope.

I like to read a lot of books. How can I still read when my Envoy Connect is in the mail?

Because the Envoy Connect device is affordable, one option is to purchase a second Envoy Connect. If you choose this option, please call our Contact Centre to have a second Envoy Connect device added to your account. You will need to supply the serial numbers of both devices. Alternatively, it may be possible to send you a limited number of CDs while you are without your player. Please get in touch with the Contact Centre to discuss this at 1-855-655-2273 or help@celalibrary.ca.

Can I request some CDs to listen to while my Envoy Connect is in the mail for reloading by CELA?

In general, users should choose either CDs or the Envoy Connect. A good option is to purchase two Envoy Connects and use one while the other is in the mail being reloaded. If this option doesn’t work for you, it may be possible to send you a limited number of CDs while you are without your player. Please get in touch with the Contact Centre to discuss this at 1-855-655-2273 or help@celalibrary.ca.

Can my library reload an Envoy Connect device for me?

Please check with your library to see if they offer this service. If they do, please note that you will need to give the library staff permission to access your CELA account, and you will need to add books to your CELA Direct to Player bookshelf 24 hours in advance of when you want to reload your player.

If you have not had your Envoy Connect added to your account by the Contact Centre in advance, you will also need to bring your CELA account number and password with you to the library.

The time it will take to download books will vary depending on the length of the books and the speed of the computers and internet at your library.

Using the Envoy Connect

Can I speed up or slow down the playback of books on the Envoy Connect?

No, unfortunately, this is not a feature that the Envoy Connect offers. If this is a concern for you, you may like to consider a device with more playback features like an accessible reading mobile app or full-featured DAISY player.

Will the player remember my last reading position?

Yes, the player will automatically remember your last reading position when it is turned off. When you turn it on again, simply go to the book you were last reading and start it again. It will pick up where you last left off.

Can I find out how long a book is and where I am in a book?

No, the Envoy Connect only provides basic audio playback features.

Does the Envoy Connect have Bluetooth capabilities?

No, the Envoy Connect does not have Bluetooth. You must connect it to a computer with an internet connection using a Micro-USB cable and use the CELA Connect software to reload it with books. Alternatively, you can send the player back to CELA in the mail for reloading.

Does the Envoy Connect connect to Wi-Fi?

No, the Envoy Connect does not connect to Wi-Fi. You must connect it to a computer with an internet connection using a micro-USB cable and use the CELA Connect software to reload it with books. Alternatively, you can send the player back to CELA in the mail for reloading.

Can I connect my Envoy Connect to a speaker?

Yes, you can connect the player to a speaker by plugging a 3.5mm auxiliary cable into the headphone jack.

How can I check the battery level?

With the player powered on and audio playback paused, hold down the back button for three seconds when playback is paused. Three beeps indicate the battery is fully charged (over 75%); two beeps indicate a medium charge; and a single beep indicates low battery (under 25%).

The battery will provide between 8 and 10 hours of playback time at full charge.

How do I charge the Envoy Connect player?

Charge the battery by using a micro-USB cable to plug the player into an active USB port or USB wall charger. Alternatively, you can expose the solar panel on the back of the player to sunlight for up to 8 hours. If you do not have an electronic device such as a computer with a USB port, USB wall chargers can be purchased from an electronics store. Examples of compatible wall chargers can be found in the Envoy Connect User Guide.

Examples of compatible wall chargers can be found in the Envoy Connect User Guide.

Note: When you first unbox the device, there is a film over the solar panel that needs to be removed for solar charging to work.

How long does charging with the USB cord take?

It will take approximately 4 to 5 hours to fully charge the Envoy Connect.

How many books can be loaded on an Envoy Connect?

If you are sending your Envoy Connect to CELA to be reloaded, we will load up to 12 books plus any available audio magazines you have requested onto your Envoy Connect and then mail it back to you.

If you are using the CELA Connect software, the number of titles you can load will depend on the size of the books. There are 8 GB of space on the player. The CELA Connect software will let you know when your Envoy Connect storage is full.

Can I increase the storage capacity of the player so it can hold more books?

Yes, you can insert a micro-SD card into the micro-SD card slot on the player to increase the player’s capacity. Further instructions are in the Envoy Connect User Guide.

How can I remove books from the player?

You can remove books in two ways. Both of these methods will remove books from the player as well as from your Direct to Player bookshelf with CELA.

  1. Using the CELA Connect software: this method is explained in the CELA Connect User Guide.
  2. Deleting books from the player itself: when the player is on and playback is paused, press the bookshelf button repeatedly until you hear the title of the book you want to delete. Then press and hold the bookshelf and volume up buttons at the same time for five seconds. You will hear five beeps over the course of five seconds. Continue to hold down the buttons until you hear a series of five to six rapid beeps in quick succession, which confirms the deletion is complete. It is important to hold the buttons until the rapid beeps are complete; if you release the buttons before then, the book will not be deleted.

Who do I contact if I am having issues with my Envoy Connect device?

If the issue is that the CELA Connect Software or a CELA book is not working, please reach out to our Contact Centre at 1-855-655-2273 or help@celalibrary.ca. If the issue is due to a problem with the hardware, such as a button not working or the device not charging properly, please contact the organization that sold you the device.

You can also refer to the Troubleshooting section on this page for common problems and solutions.

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Envoy Connect Troubleshooting

General Issues

My player won’t turn on

First, please ensure the player’s battery is charged by using the included USB cable to plug the player into a USB port or wall adapter. You can also charge the battery by exposing the solar panel on the back of the player to direct sunlight for 8 hours.

The internal rechargeable battery is not replaceable. If the player will not turn on or charge, please reach out to your point of purchase for technical help.

My player can't play books

Empty book folders on your device may be the cause. To find out, plug the Envoy Connect into your computer using the included micro-USB cable and navigate to the Envoy Connect’s drive in File Explorer or Finder. Check that all the audio files that make up a book are contained within one folder. You must have one separate folder for each book. In addition, the audio files must be supported by the Envoy Connect and no copy protection can be (DRM) applied. The player supports the following formats: .wav, .mp3, .wma, .ogg, .flac, .ape, and .aac-lc. Other formats will cause errors.

My player can’t remember the last reading position

This issue is usually caused by folder or file names which are too long. To check the folder and file name lengths, plug the Envoy Connect into your computer using the included micro-USB cable, and navigate to the Envoy Connect’s drive in File Explorer or Finder. Here you can look at the folders and files that are on the player and check their names for length. Folder names should not exceed 58 characters and file names should not exceed 185 characters.

My player plays the book out of order

If you are manually loading books onto your device, you may find that some books play out of order. This does not happen when using the CELA Connect software to load books; it will only happen if you load the player manually (details are in “Advanced: Manual Loading” in the Envoy Connect User Guide). For this reason, if you are having trouble with books playing out of order, our recommendation is to delete the book from your player’s drive in File Explorer and use CELA Connect to re-download the book to your player. If, however, you can’t use CELA Connect, the following may solve the problem.

The Envoy Connect plays the files in a book in the order they were copied to the player. These are the steps to reorder the files:

  • To find the folders on the player, plug the Envoy Connect into a computer using a micro-USB cable, and navigate to the Envoy Connect’s drive in File Explorer, if using Windows, or Finder, if using a Mac.
  • Navigate to the folder containing the book that plays out of order.
  • Cut and paste the files in this folder to somewhere safe on the computer (such as a new folder on the Desktop), and make sure the folder on the Envoy Connect is now empty.
  • Now, manually copy each file, one by one, in the order they should be played. For example, copy chapter 1 first. Then, copy chapter 2, etc.

Because this is quite labour intensive, we recommend using the CELA Connect software whenever possible, as it orders the files correctly for you automatically.

My player seems to crash or freeze

If your player freezes, we recommend checking that the book’s folder name lengths do not exceed 58 characters and that the file name lengths do not exceed 185 characters. To check the folder and file name lengths, plug the Envoy Connect into your computer using the included micro-USB cable, and navigate to the Envoy Connect’s drive in File Explorer or Finder.

My player won’t connect to the computer

Start by checking that your player is off when connecting to the CELA Connect software. If that doesn’t resolve the problem, ensure you are using the supplied micro-USB cable. If you are using an alternative USB cable, it must be a ‘data transfer’ USB cable and not a ‘charge only’ USB cable.

I can’t insert the USB Cable

Use the micro-USB plug supplied with the player. Ensure the micro-USB plug is inserted correctly with the two small ‘prongs’ on the plug facing down. Don’t use excessive force. It will easily insert the right way around.

I can’t insert a micro-SD card

To insert a micro-SD card, make sure the ridge on the top face of the card is facing down. The long straight edge of the card will be facing to the right, and the ‘jagged’ edge facing to the left. Don’t use excessive force. It will easily insert the right way around.

Resetting

How do I reboot my player?

If the player is not responding to any buttons, restart the player by pressing and holding the power and play button for 15 seconds. The player will turn itself off and restart.

How do I do a hardware reset?

If rebooting the player does not restart the player, gently insert the end of a paperclip into the small pinhole on the back of the player (at the lower left of the label) to press the internal hardware reset button. This will not remove any content stored on the Envoy Connect. To locate this pinhole, hold the player with the back side facing you and the buttons facing down. Below the lower edge of the smooth solar panel, on the slightly curved edges of the player, you will find two symmetrically placed screw holes, at the lower corners of the player. Right above the screw hole at the lower left corner is the small pinhole, which feels like a rough crack or groove if felt with a fingertip. One way to locate it is by searching for it with the pin you will use to perform the reset.

I'm still having problems

We want your experience using the Envoy Connect player to be as good as possible.

If you have technical questions or problems with your Envoy Connect, please contact your point of purchase for additional help.

If you have questions about using your Envoy Connect with the CELA collection or the CELA Connect software, please contact the Contact Centre at 1-855-655-2273 or help@celalibrary.ca.

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CELA Connect FAQ

General Questions

How do I get the CELA Connect software?

The CELA Connect software is available for free on the following page: https://celalibrary.ca/help/envoy-connect.

Can I download the CELA Connect software on a Mac?

No, the CELA Connect software is created for use with computers running Windows 10 or later. For Mac users, you can either send the player back to CELA in the mail for reloading, or you can connect the player to your computer and load it manually. Please see the “Advanced: Manual Loading” section in the Envoy Connect User Guide for instructions.

Will the CELA Connect software become available for Mac?

We do not have current plans to develop the CELA Connect software for Macs. For information about how to reload your Envoy Connect with a Mac computer, please see the “Advanced: Manual Loading” section of the Envoy Connect User Guide.

Why are my new books that I just added to my CELA bookshelf not showing up in the CELA Connect software?

If you have just added new titles to your CELA bookshelf, it may take some time for them to appear in the CELA Connect software. We recommend waiting 24 hours and trying again, as they should appear at that point.

What is the difference between the two lists of titles that CELA Connect displays during the content update process?

The list of titles that are displayed on the first screen of the content update process are books that are currently on your Envoy Connect player. If you are finished with any of these books, it is on this screen that you can delete them from your player.

The list of titles that are displayed on the second screen of the content update process are titles that are on your Direct to Player bookshelf that haven’t yet been added to your player. It is on this screen that you can choose any of these books to download them to your player.

How will I know if a new update has been made to the CELA Connect software and is available for installation?

Any updates made to the software will automatically be detected when you launch CELA Connect. Simply launch the program as normal, and a window will pop up notifying you that an update is available for you to install. Select the “OK” button to begin installation.

The update will take approximately 3-5 seconds to install and once it is done, the software will launch itself automatically and you may continue using it as normal.

What is the difference between Envoy Connect Manual Mode and Local Computer Mode?

Envoy Connect Manual mode allows you to download and remove books on the Envoy Connect player. Local Computer Mode lets you download and remove books on your computer running CELA Connect. The process of updating content in both modes is identical.

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CELA Connect Troubleshooting

General Issues

CELA Connect does not detect my player

Start by checking that your player is off when connecting to the CELA Connect software. If that doesn’t resolve the problem, ensure you are using the supplied micro-USB cable. If you are using an alternative USB cable, it must be a ‘data transfer’ USB cable and not a ‘charge only’ USB cable.

I am getting an error connecting to the library with CELA Connect

Try closing and restarting the program. You can also try restarting the computer and trying again. If the problem persists, please reach out to the CELA Contact Center at 1-855-655-2273 or help@celalibrary.ca.

I can’t update content on my player like normal. The CELA Connect software is suddenly not displaying any of the titles on my Envoy Connect, even though I know the titles are on the player

This can happen when books have been loaded manually onto the player without using CELA Connect. This is because the software does not detect the manual loading of books. This problem can be fixed by doing the following:

  1. Open your Envoy Connect’s drive in File Explorer. Select the books that are not showing up properly in CELA Connect and delete them.
  2. Log into the CELA website and add those same titles back onto your CELA Direct to Player bookshelf.
  3. Then, connect the player to your computer and launch the CELA Connect software. Those titles that you just added to your bookshelf should be displayed on the second screen of the content update process, where you download books from your Direct to Player bookshelf to your Envoy Connect. It may take a few hours for these titles to appear, so if they aren’t there immediately, please try again in a few hours.
  4. Once they appear, select the titles you want and download them back onto your player.

Now, the CELA Connect software should behave normally and update content as expected.

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