| Problem |
What To Do |
| I can't open any PDF files, including any of my eBooks. I successfully installed Adobe Acrobat Reader (6.x or greater) and then later uninstalled an earlier version of Adobe Acrobat Reader (e.g. v4 or v5) and/or Adobe eBook Reader. |
If you uninstalled an old copy of Adobe Ebook Reader and/or Adobe Acrobat Reader (e.g. v4 or v5) after you installed Adobe Acrobat (6.x or greater), you probably removed some files necessary for purchasing and downloading ebooks with your new copy of Adobe Acrobat. To correct the problem, you will have to reinstall/repair your copy of Adobe Acrobat (6.x or greater) by using the installation application, the original installation CD, or by using the "Detect and Repair" tool under the "Help" menu in Adobe Acrobat (6.x or greater). If you cannot launch Adobe Acrobat Reader (6.x or greater), you will need to reinstall it. |
| I migrated my old ebooks from Adobe Ebook Reader to Adobe Acrobat (6.x or greater) and now I can't purchase any new ebooks. |
If you uninstalled an old copy of Adobe Ebook Reader and/or Adobe Acrobat Reader (e.g. v4 or v5) after you installed Adobe Acrobat (6.x or greater), you probably removed some files necessary for purchasing and downloading ebooks with your new copy of Adobe Acrobat. To correct the problem, you will have to reinstall/repair your copy of Adobe Acrobat (6.x or greater) by using the installation application, the original installation CD, or by using the "Detect and Repair" tool under the "Help" menu in Adobe Acrobat (6.x or greater). If you cannot launch Adobe Acrobat Reader (6.x or greater), you will need to reinstall it. |
| I installed Adobe Acrobat (6.x or greater) but I don't have a choice for "My Bookshelf" in the menus or in the toolbars. |
In order to use Adobe Acrobat (6.x or greater) for ebook purchasing/viewing, you will need to install the "ebook plug-in" from Adobe. Adobe Acrobat (6.x or greater) should update automatically when you purchase or download your first ebook. To update it manually, open your copy of Adobe Acrobat, choose Help > Updates, choose the eBook and Accessibility Package, and click Add. |
| I installed Adobe Acrobat (6.x or greater) on my Macintosh using MacOS 10.2.2, but ebooks don't download. |
The minimum system requirement for eBook use is Mac OS version 10.2.4. This is due to Mac OS networking problems that appeared in version 10.2 and were fixed by Apple in version 10.2.4. |
| When I purchase an Adobe Ebook, all I get is an *.etd file downloaded but no ebook. |
Try opening the *.etd file. If you have Adobe Acrobat (6.x or greater) installed and activated and are connected to the internet, opening the *.etd file will continue the download process. For more information, review the section on How the Download Works. |
| The EBX (*.etd) file was transferred to my data folder but the connection was lost and attempts to reactivate the etd file and the download process do not result in a successful transfer. |
This commonly occurs if the consumer is using an internet browser that is not supported by the ebook reader technology. Please review the home page for any notifications of unsupported sofware. |
| I receive the error message "please install appropriate ebook reader" each time my ebook is opened, even though I have Acrobat Reader v2.2. |
This commonly occurs if the consumer is using an internet browser that is not supported by the ebook reader technology. Please review the home page for any notifications of unsupported sofware. |
| I recieve a "voucher update" message when the download starts. |
Adobe Reader uses an XML file (vouchers.xml) to track the usage rights of ebook files in the library. If that voucher file is corrupted, the user will encounter errors when opening or downloading an ebook. You can fix this voucher file by going to the Adobe DRM Activator site and reactivating using a passport login (named activation). Once your Adobe Reader is reactivated, try opening or downloading the ebook again. |
| I am unable to open a downloaded ebook and cannot find the downloaded ebook in the Adobe eBook Reader library. |
Both the EBX file and the ebook were transferred completely (and/or the ebook download presented an error upon completion and would not open). The user could have a large number of ebooks in their Adobe eBook Reader library causing the program to run out of memory. Try temporarily moving several of the older ebooks out of the library folder to another location. |
| When I click on the download link, a new browser window opens but nothing is displayed and the web browser (or my computer) crashes. |
The ebook download process uses "pop-up" windows to navigate the transfer of the ebook file. If your internet security (or nuisance) settings prohibit the use of "pop-up" windows, the ebook download process will not work and may cause your web browser (and/or computer) to crash. |
| I have multiple copies of the same ebook or have repurchased/redownloaded additional copies of an ebook I used to own. Now my new ebook has incorrect permissions assigned (i.e., it won't allow me to open, print, or copy the file as expected). |
Adobe Reader uses an XML file (vouchers.xml) to track the usage rights of ebook files in the library. If that voucher file is corrupted, the user will encounter errors when opening that ebook. You can fix this voucher file by making sure that all extra or unwanted copies of the ebook have been deleted from the bookshelf and from your computer's hard drive (My Documents/My eBooks) and then going to the Adobe DRM Activator site and reactivating using a passport login (named activation). |
| I updated to Adobe Reader 6.0.1 so why it is asking me to log into Passport? |
Your Adobe Reader 6.0 software was previously activated using a Passport account. You are asked for your Passport or Adobe ID account to enable you to open your existing content which is tied to that ID. |
| I updated from Reader 6.0 to 6.0.1 and am not able to open my previous eBooks? |
Your previous eBooks are linked to your Passport or Adobe ID account. You will need to re-activate your Adobe Reader software using Named Activation. Please go to the Adobe DRM Activator site and log in with your Passport or Adobe ID account. In Adobe Reader go to the "Tools" menu and select "eBook Web Services" then select "Adobe DRM Activator." After logging into the site, your Adobe Reader software will re-activate and you will be able to open your eBooks. |
| My Adobe Ebook has permission to let me print a certain number of pages every certain number of days; however, once I print the number of allowed pages once, it won't let me print any more, even after the specified number of days has passed. |
Adobe has identified a problem with its Acrobat 6.x family of software whereby this functionality is not working. Adobe anticipates having this corrected with its next release (Acrobat 7) in both the paid and free versions. The ebooks you have purchased prior to Acrobat 7 should work properly once you have upgraded to the new Acrobat 7 software (please check Adobe's Reader website for availability). |
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