| Help - Troubleshooting - Adobe PDF eBooks |
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What follows are Adobe PDF eBook and Adobe Digital Editions troubleshooting questions. Click the question to hear the question and answer. Each answer is followed by a back to top link that leads back to the list of questions.
Instead of the eBook I expected, I downloaded a file named 'urllink.acsm'. What should I do?
If you have Adobe Digital Editions installed, you can open the 'urllink.acsm' file as follows…
- Right-click the 'urllink.acsm' file.
- Select 'Open With', and choose 'Adobe Digital Editions'.
- Click 'OK'
Adobe Digital Editions opens and downloads the eBook.
To ensure that Adobe Digital Editions opens 'urllink.acsm' files automatically in the future, you can adjust your computer's file associations. The steps taken to adjust file associations vary by operating system…
On Windows 7 and Windows Vista…
- Click Start > Control Panel > Default Programs > Associate a file type or protocol with a program.
The 'Associate a file type of protocol with a program' window is displayed.
- Under the 'Extensions' heading, select '.acsm' and click the 'Change program…' button.
The 'Open With' dialog box is displayed.
- Click the 'Browse…' button.
A second 'Open With' dialog box is displayed.
- Browse to 'C:\Program Files\Adobe\Adobe Digital Editions and select 'digitaleditions.exe'.
- Click 'Open'.
Adobe Digital Editions is now set to open ACSM files.
On Windows XP and Windows 2000…
- Open 'My Computer' and select Tools > Folder Options.
The 'Folder Options' dialog box is displayed.
- Select the 'File Types' tab.
- Select '.acsm' and click the 'Change' button.
A list of programs is displayed.
- Select 'Adobe Digital Editions'.
- Click 'OK'.
Adobe Digital Editions is now set to open ACSM files.
On Mac®…
- Control-click the 'urllink.acsm' file and select 'Get Info'.
The 'urllink.acsm Info' window is displayed.
- Expand the 'Open with:' section and click 'Other…'.
A list of programs is displayed.
- Select 'Adobe Digital Editions'.
- Check the 'Always Open With' checkbox.
- Click the 'Add' button.
- Close the 'urllink.acsm Info' window.
Adobe Digital Editions is now set to open ACSM files.
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I got the error message 'Adobe® Reader could not open "urllink.acsm" because it is either not a supported file or because the file has been damaged…'. What should I do?
This error message typically occurs if you try to download an Adobe eBook with Adobe Reader. In order to download Adobe eBooks at this site, you must have Adobe Digital Editions installed. For Adobe Digital Editions system requirements and download instructions, click here.
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I got the error message 'Error getting license/License server communication problem: E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER'. What should I do?
In order to download a single Adobe eBook on multiple computers, Adobe Digital Editions must be activated using the same Adobe ID on each computer.
To activate Adobe Digital Editions using an Adobe ID…
- Open Adobe Digital Editions.
- Select Library > Authorize Computer….
The 'Authorize Computer' dialog box is displayed.
- Enter the email address and password for your Adobe ID.
- Click 'Activate'.
- Click 'Finish' to close the 'Setup Assistant' dialog box.
Adobe Digital Editions is activated using an Adobe ID. Repeat this process on each computer on which you intend to download Adobe eBooks.
Note that if you activate Adobe Digital Editions with an Adobe ID which has already been used to activate Adobe Digital Editions on another computer, any DRM-protected Adobe eBooks downloaded before activating with the Adobe ID will no longer work.
If the subsequent download of an Adobe eBook is attempted on a computer that has been activated using a different Adobe ID, DRM-restrictions will make the title incompatible with the second computer.
For more information on activating Adobe Digital Editions with an Adobe ID, click here.
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I got the error message 'Error contacting authentication server'. What should I do?
This error may indicate that the activation site is busy, or that your computer is not allowing Adobe Digital Editions access to the Internet. Ensure that none of the security measures installed on your computer are preventing Adobe Digital Editions from accessing the Internet and attempt to open Adobe Digital Editions again.
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I got the error 'E_ADEPT_REQUEST_EXPIRED http://adeactivate.adobe.com/adept/Activate'. What should I do?
This error occurs when one or more of your computer's system settings are incorrect. Your computer's clock time, date, and time zone need to be accurate in order for Adobe Digital Editions to work properly. Verify that these settings are correct and attempt to use Adobe Digital Editions again.
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When I try to download an eBook, Adobe Digital Editions opens but the eBook does not download. What should I do?
This may indicate that you need to upgrade Adobe Digital Editions. To download the newest version of Adobe Digital Editions, click here.
If you have the newest version of Adobe Digital Editions installed, your browser's temporary Internet files may be too full to process the download. Clear the temporary Internet files and attempt the download again as follows…
On Windows…
If you are using Internet Explorer® 8.0…
- Launch Internet Explorer.
- Go to Tools > Internet Options.
The 'Internet Options' dialog box is displayed.
- Select the 'General' tab.
- Click the 'Delete…' button under the 'Browsing history' heading.
The 'Delete Browsing History' dialog box is displayed.
- Uncheck all of the check boxes except for 'Temporary Internet Files'.
- Click the 'Delete' button.
The temporary Internet files are deleted.
- Click the 'OK' button to close the 'Internet Options' dialog box.
- Attempt the download again.
If you are using Internet Explorer 7.0…
- Launch Internet Explorer.
- Go to Tools > Internet Options.
The 'Internet Options' dialog box is displayed.
- Select the 'General' tab.
- Click the 'Delete…' button under the 'Browsing history' heading.
The 'Delete Browsing History' dialog box is displayed.
- Click the 'Delete files…' button.
- Click the 'Yes' button to confirm the deletion of the temporary Internet files.
The temporary Internet files are deleted.
- Click the 'Close' button to close the 'Delete Browsing History' dialog box.
- Click the 'OK' button to close the 'Internet Options' dialog box.
- Attempt the download again.
If you are using Internet Explorer 6.0…
- Launch Internet Explorer.
- Go to Tools > Internet Options….
The 'Internet Options' dialog box is displayed.
- Click the 'General' tab.
- Click the 'Delete Files' button.
The 'Delete Files' dialog box is displayed.
- Check the 'Delete all offline content' box.
- Click the 'OK' button to confirm the deletion of the temporary Internet files.
The temporary Internet files are deleted.
- Click the 'OK' button again to close the 'Internet Options' dialog window.
- Attempt the download again.
If you are using Firefox® 2.0 (or newer)…
- Launch Firefox.
- Go to Tools > Options.
The 'Options' dialog box is displayed.
- Select the 'Privacy' option.
The 'Privacy' options are displayed.
- Under the 'Private Data' heading, click the 'Clear Now…' button.
The 'Clear Private Data' dialog box is displayed.
- Check option 'Cache' and ensure that the other checkboxes are not checked.
- Click 'Clear Private Data Now' to delete your temporary Internet files.
The temporary Internet files are deleted.
- Click 'OK' to close the 'Options' dialog box.
- Attempt the download again.
If you are using Firefox 1.5…
- Launch Firefox.
- Go to Tools > Options.
The 'Options' dialog box is displayed.
- Click the 'Privacy' button.
The 'Privacy' dialog box is displayed.
- Click the 'Clear' button next to option 'Cache'.
The temporary Internet files are deleted.
- Click the 'OK' button again to close the 'Privacy' dialog box.
- Attempt the download again.
On Mac…
If you are using Safari® 3…
- Launch Safari.
- Go to Safari > Empty Cache.
A dialog box is displayed.
- Click the 'Empty' button.
The temporary Internet files are deleted.
- Attempt the download again.
If you are using Firefox 2.0 (or newer)…
- Launch Firefox.
- Go to Tools > Clear Private Data.
The temporary Internet files are deleted.
- Attempt the download again.
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I got the error message 'Software or Network Error'. What should I do?
Attempt to download the title again. To download titles again…
- Login to your library account.
- Click the 'My Checkouts' link.
The titles you currently have checked out are displayed.
- Click the title's 'Download' link.
Adobe Digital Editions downloads the title.
If the download link is no longer available, contact support to reactivate the download link. In your email, please provide your library card number and the title of the eBook.
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I got the error message 'Server communication problem: E_ADEPT_IO'. What should I do?
Attempt to download the title again. To download titles again…
- Login to your library account.
- Click the 'My Checkouts' link.
The titles you currently have checked out are displayed.
- Click the title's 'Download' link.
Adobe Digital Editions downloads the title.
If the download link is no longer available, contact support to reactivate the download link. In your email, please provide your library card number and the title of the eBook.
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I got the error message 'None of the requested vouchers could be obtained.' What should I do?
Attempt to download the title again. To download titles again…
- Login to your library account.
- Click the 'My Checkouts' link.
The titles you currently have checked out are displayed.
- Click the title's 'Download' link.
Adobe Digital Editions downloads the title.
If the download link is no longer available, contact support to reactivate the download link. In your email, please provide your library card number and the title of the eBook.
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What should I do if an Adobe eBook does not completely download?
Attempt to download the title again. To download titles again…
- Login to your library account.
- Click the 'My Checkouts' link.
The titles you currently have checked out are displayed.
- Click the title's 'Download' link.
Adobe Digital Editions downloads the title.
If the download link is no longer available, contact support to reactivate the download link. In your email, please provide your library card number and the title of the eBook.
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I upgraded or installed Adobe Digital Editions, and the Adobe eBooks that I've downloaded from this site are no longer present in my Adobe Digital Editions Library. How can I access these titles?
After upgrading or installing Adobe Digital Editions v1.7.1 (or newer), Adobe eBooks may need to be downloaded again.
To download titles again…
- Login to your library account.
- Click the 'My Checkouts' link.
The titles you currently have checked out are displayed.
- Click the title's 'Download' link.
Adobe Digital Editions downloads the title.
If the download link is no longer available, contact support to reactivate the download link. In your email, please provide your library card number and the title of the eBook.
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I got the error message 'E_ADEPT_INVALID_RIGHTS_VALUE', or an error message saying the file can't be opened by Adobe Digital Editions. What should I do?
These errors suggest that you previously downloaded the title, and are encountering issues when trying to download the title again. To resolve these issues, follow these steps…
- Open Adobe Digital Editions.
- Select the 'Library View' icon (in the upper left corner).
The Adobe Digital Editions library is displayed.
- Under the 'Bookshelves' heading, select 'Borrowed'.
- Click the problem eBook.
- Click the 'Item Options' arrow (in the upper left corner of the selected eBook).
- Select 'Delete Item'.
- If there are multiple copies of the eBook displayed in the Bookshelf, repeat steps 3 through 6 for each copy.
- If you have Windows 7 or Windows Vista, go to Documents > My Digital Editions and delete any copies of the eBook saved in this folder.
or
If you have Windows XP, go to My Documents > My Digital Editions and delete any copies of the eBook saved in this folder.
or
If you have Mac OS, go to Documents > Digital Editions and delete any copies of the eBook saved in this folder.
- Attempt to download the eBook again. If the download link is no longer available, contact support to reactivate the download link. In your email, please provide your library card number and the title of the eBook.
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When I download an eBook, it opens in Sony® eBook Library Software instead of Adobe Digital Editions. What should I do?
This may indicate that Adobe Digital Editions is not installed. Click here to review system requirements and download Adobe Digital Editions.
When you click the 'Download' button to download an Adobe eBook, a file called 'urllink.acsm' is downloaded to your computer. The 'urllink.acsm' file is the license for the eBook, and downloading it should cause Adobe Digital Editions to open and download the eBook. If you have already installed Adobe Digital Editions, you need to adjust your computer's file associations so that Adobe Digital Editions opens ACSM files.
The steps taken to adjust file associations vary by operating system…
On Windows 7 and Windows Vista…
- Click Start > Control Panel > Default Programs > Associate a file type or protocol with a program.
The 'Associate a file type of protocol with a program' window is displayed.
- Under the 'Extensions' heading, select '.acsm' and click the 'Change program…' button.
The 'Open With' dialog box is displayed.
- Click the 'Browse…' button.
A second 'Open With' dialog box is displayed.
- Browse to 'C:\Program Files\Adobe\Adobe Digital Editions and select 'digitaleditions.exe'.
- Click 'Open'.
Adobe Digital Editions is now set to open ACSM files.
On Windows XP and Windows 2000…
- Open 'My Computer' and select Tools > Folder Options.
The 'Folder Options' dialog box is displayed.
- Select the 'File Types' tab.
- Select '.acsm' and click the 'Change' button.
A list of programs is displayed.
- Select 'Adobe Digital Editions'.
- Click 'OK'.
Adobe Digital Editions is now set to open ACSM files.
On Mac®…
- Control-click the 'urllink.acsm' file and select 'Get Info'.
The 'urllink.acsm Info' window is displayed.
- Expand the 'Open with:' section and click 'Other…'.
A list of programs is displayed.
- Select 'Adobe Digital Editions'.
- Check the 'Always Open With' checkbox.
- Click the 'Add' button.
- Close the 'urllink.acsm Info' window.
Adobe Digital Editions is now set to open ACSM files.
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I was able to open an Adobe eBook on my Sony Reader before, but now when I try to open it, Sony Reader shows a 'Protected Page' error message. What should I do?
This is a known issue with some Sony Readers, wherein if borrowed eBooks in one format are used on the Reader, then a borrowed eBook in an alternate format is transferred to the same Sony Reader, eBooks in the most recently transferred format will function while eBooks in the first format will show the 'Protected Page' error. To use the desired format, transfer a title in that format again. All borrowed titles in this most recently transferred format will be usable.
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I cannot find the information I am looking for. What should I do?
Please email support. Be sure to include the following information…
- Library card number
- Title(s) of problem eBook(s)
- Steps to reproduce the problem
- Exact text of any error messages
- URLs of any error pages
- Adobe Digital Editions version (In Adobe Digital Editions, find this under Library > About Adobe Digital Editions.)
- Operating system (Windows 7, Windows Vista, Mac OS 10.6.2, etc.)
- Web browser and version (Internet Explorer 8.0, Firefox 3.0, etc. In most browsers, find this under Help > About.)
- If applicable, eBook device model
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