Help - Troubleshooting - Adobe PDF eBooks

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?
• How do I set my computer to always open ACSM files with Adobe Digital Editions?
• 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?
• I got the error message 'Error getting license/License server communication problem: E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER'. What should I do?
• I got the error message 'Error contacting authentication server'. What should I do?
• I got the error 'E_ADEPT_REQUEST_EXPIRED http://adeactivate.adobe.com/adept/Activate'. What should I do?
• When I try to download an eBook, Adobe Digital Editions opens but the eBook does not download.  What should I do?
• I got the error message 'Software or Network Error'.  What should I do?
• I got the error message 'Server communication problem: E_ADEPT_IO'. What should I do?
• I got the error message 'None of the requested vouchers could be obtained.'  What should I do?
• What should I do if an Adobe eBook does not completely download?
• 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?
• 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?
• When I download an eBook, it opens in Sony® Reader™ Library Software instead of Adobe Digital Editions. What should I do?
• 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?
• I cannot find the information I am looking for.  What should I do?

Instead of the eBook I expected, I downloaded a file named 'urllink.acsm'.  What should I do?

1. Right-click the 'urllink.acsm' file.
2. Select 'Open With', and choose 'Adobe Digital Editions'.
3. Click 'OK'.
   Adobe Digital Editions opens and downloads the eBook.

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How do I set my computer to always open ACSM files with Adobe Digital Editions?

On Mac…

1. Control-click the 'urllink.acsm' file and select 'Get Info'.
   The 'urllink.acsm Info' window is displayed.
2. Expand the 'Open with:' section and click 'Other…'.
   A list of programs is displayed.
3. Select 'Adobe Digital Editions'.
4. Check the 'Always Open With' checkbox.
5. Click the 'Add' button.
6. Close the 'urllink.acsm Info' window.
   Adobe Digital Editions is now set to open ACSM files.

On Windows 7 and Windows Vista…

1. Click Start > Control Panel > Default Programs > Associate a file type or protocol with a specific program.
   The 'Associate a file type of protocol with a program' window is displayed.
2. Under the 'Extensions' heading, select '.acsm' and click the 'Change program…' button.
   The 'Open With' dialog box is displayed.
3. Click the 'Browse…' button.
   A second 'Open With' dialog box is displayed.
4. Browse to 'C:\Program Files\Adobe\Adobe Digital Editions' and select 'digitaleditions.exe'.
5. Click 'Open'.
   Adobe Digital Editions is now set to open ACSM files.

On Windows XP…

1. Open 'My Computer' and select Tools > Folder Options.
   The 'Folder Options' dialog box is displayed.
2. Select the 'File Types' tab.
3. Select '.acsm' and click the 'Change' button.
   A list of programs is displayed.
4. Select 'Adobe Digital Editions'.
5. Click 'OK'.
   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?

You'll get this error message if you try to download an Adobe eBook on your computer using Adobe Reader. To download the Adobe eBooks available at this site using Mac or Windows, 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?

You'll get this error message if you try to download an Adobe eBook on a computer or device after having downloaded the eBook once using anonymous activation or a different Adobe ID. To download a single Adobe eBook on multiple computers and devices, each computer or device must be activated using the same Adobe ID.

To activate Adobe Digital Editions using an Adobe ID…

1. Open Adobe Digital Editions.
2. Select Library > Authorize Computer….
   The 'Authorize Computer' dialog box is displayed.
3. Under 'eBook Options', enter your Adobe ID (email address) and password.
   If needed, get an Adobe ID.
4. Click 'Activate'.
5. 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?

You'll get this error when the activation site is busy, or if 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 means that one or more of your computer's system settings are incorrect. Make sure that your computer's clock time, date, and time zone 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 Mac…

If you are using Safari® 3…

1. Open Safari.
2. Go to Safari > Empty Cache.
3. Click the 'Empty' button.
   The temporary Internet files are deleted.
4. Attempt the download again.

If you are using Firefox 3.0 (or newer)…

1. Open Firefox.
2. Go to Tools > Clear Private Data.
   The temporary Internet files are deleted.
3. Attempt the download again.

On Windows…

If you are using Firefox® 3.0 (or newer)…

1. Open Firefox.
2. Go to Tools > Options.
   The 'Options' dialog box is displayed.
3. Select 'Privacy'.
   The 'Privacy' options are displayed.
4. Under the 'Private Data' heading, click 'Clear Now…'.
   The 'Clear Private Data' dialog box is displayed.
5. Check option 'Cache' and ensure that the other checkboxes are not checked.
6. Click 'Clear Private Data Now'.
   The temporary Internet files are deleted.
7. Click 'OK' to close the 'Options' dialog box.
8. Attempt the download again.

If you are using Internet Explorer® 8.0 (or newer)…

1. Open Internet Explorer.
2. Go to Tools > Internet Options.
   The 'Internet Options' dialog box is displayed.
3. Select the 'General' tab.
4. Click the 'Delete…' button under the 'Browsing history' heading.
   The 'Delete Browsing History' dialog box is displayed.
5. Uncheck all of the check boxes except for 'Temporary Internet Files'.
6. Click 'Delete'.
   The temporary Internet files are deleted.
7. Click 'OK' to close the 'Internet Options' dialog box.
8. Attempt the download again.

If you are using Internet Explorer 7.0…

1. Open Internet Explorer.
2. Go to Tools > Internet Options.
   The 'Internet Options' dialog box is displayed.
3. Select the 'General' tab.
4. Click the 'Delete…' button under the 'Browsing history' heading.
   The 'Delete Browsing History' dialog box is displayed.
5. Click the 'Delete files…' button.
6. Click 'Yes'.
   The temporary Internet files are deleted.
7. Click 'Close' to close the 'Delete Browsing History' dialog box.
8. Click 'OK' to close the 'Internet Options' dialog box.
9. 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…

1. Login to your account.
2. Click the 'My Checked Out Items' link.
   The titles you currently have checked out are displayed.
3. Click the title's 'Download' link.
   The title is downloaded.

If the 'Download' link is no longer available, contact support to reactivate the download link. Be sure to 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…

1. Login to your account.
2. Click the 'My Checked Out Items' link.
   The titles you currently have checked out are displayed.
3. Click the title's 'Download' link.
   The title is downloaded.

If the 'Download' link is no longer available, contact support to reactivate the download link. Be sure to 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…

1. Login to your account.
2. Click the 'My Checked Out Items' link.
   The titles you currently have checked out are displayed.
3. Click the title's 'Download' link.
   The title is downloaded.

If the 'Download' link is no longer available, contact support to reactivate the download link. Be sure to 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…

1. Login to your account.
2. Click the 'My Checked Out Items' link.
   The titles you currently have checked out are displayed.
3. Click the title's 'Download' link.
   The title is downloaded.

If the 'Download' link is no longer available, contact support to reactivate the download link. Be sure to 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?

Attempt to download the title again…

1. Login to your account.
2. Click the 'My Checked Out Items' link.
   The titles you currently have checked out are displayed.
3. Click the title's 'Download' link.
   The title is downloaded.

If the 'Download' link is no longer available, contact support to reactivate the download link. Be sure to 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?

You might get this error when attempting to download a book that you previously downloaded. Follow these steps…

1. Open Adobe Digital Editions.
2. Select the 'Library View' icon (in the upper left corner).
   The Adobe Digital Editions library is displayed.
3. Under the 'Bookshelves' heading, select 'Borrowed'.
4. Click the problem eBook.
5. Click the 'Item Options' arrow (in the upper left corner of the selected eBook).
6. Select 'Delete Item'.
7. If there are multiple copies of the eBook displayed in the Bookshelf, repeat steps 3 through 6 for each copy.
8. On Mac, go to Documents > Digital Editions and delete any copies of the eBook.
   or
   On Windows Vista (or newer), go to Documents > My Digital Editions and delete any copies of the eBook.
   or
   On Windows XP, go to My Documents > My Digital Editions and delete any copies of the eBook.
9. Login to your account.
10. Click the 'My Checked Out Items' link.
    The titles you currently have checked out are displayed.
11. Click the title's 'Download' link.
    The title is downloaded.

If the 'Download' link is no longer available, contact support to reactivate the download link. Be sure to provide your library card number and the title of the eBook.

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When I download an eBook, it opens in Sony® Reader™ 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. Adobe Digital Editions should then open and download the eBook. If you have already installed Adobe Digital Editions, you need to ensure that Adobe Digital Editions opens ACSM files.

On Mac…

1. Right-click the 'urllink.acsm' file and select 'Get Info'.
   The 'urllink.acsm Info' window is displayed.
2. Expand the 'Open with:' section and click 'Other…'.
   A list of programs is displayed.
3. Select 'Adobe Digital Editions'.
4. Check the 'Always Open With' checkbox.
5. Click the 'Add' button.
6. Close the 'urllink.acsm Info' window.

Adobe Digital Editions will now open ACSM files.

On Windows 7 and Windows Vista…

1. Click Start > Control Panel > Default Programs > Associate a file type or protocol with a specific program.
   The 'Associate a file type of protocol with a program' window is displayed.
2. Under the 'Extensions' heading, select '.acsm'.
3. Click the 'Change program…' button.
   The 'Open With' dialog box is displayed.
4. Click the 'Browse…' button.
   A second 'Open With' dialog box is displayed.
5. Browse to C:\Program Files\Adobe\Adobe Digital Editions and select 'digitaleditions.exe'.
6. Click 'Open'.
   Adobe Digital Editions will now open ACSM files.

On Windows XP…

1. Open 'My Computer'.
2. Select Tools > Folder Options.
   The 'Folder Options' dialog box is displayed.
3. Select the 'File Types' tab.
4. Select '.acsm'.
5. Click the 'Change' button.
   A list of programs is displayed.
6. Select 'Adobe Digital Editions'.
7. Click 'OK'.
   Adobe Digital Editions will now 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?

Some Sony Readers display this message if multiple formats of borrowed eBooks (EPUB and PDF, for example) are transferred to the Reader - only the most recently transferred format will work. To work around this known issue, transfer another title in the format that won’t work. All borrowed titles in this most recently transferred format will open without issue.

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I cannot find the information I am looking for.  What should I do?

Contact support. Be sure to include the following…

• 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, if applicable (In Adobe Digital Editions, find this under Library > About Adobe Digital Editions.)
• OverDrive Media Console version, if applicable
• Operating system (Windows 7, Mac OS 10.6.4, etc.)
• Web browser and version (Internet Explorer 8.0, Firefox 3.0, etc. In most browsers, find this under Help > About.)
• eBook device model, if applicable

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