Help - Troubleshooting - Adobe EPUB eBooks

• Where are Adobe® eBooks saved on my computer?
• Instead of the eBook I expected, I downloaded a file named 'urllink.acsm'.  Where is the eBook?
• When attempting to download an Adobe eBook a second time, I received the error 'Error getting license/License server communication problem: E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER'. What should I do?
• What should I do if an Adobe eBook does not completely download?
• I am getting a 'Software or Network Error'.  What should I do?
• I am getting the error 'Server communication problem: E_ADEPT_IO'. What should I do?
• While using Adobe Digital Editions, I received the error 'E_ADEPT_REQUEST_EXPIRED http://adeactivate.adobe.com/adept/Activate'. What should I do?
• I am getting the error 'None of the requested vouchers could be obtained.'  What should I do?
• When I try to download an eBook, Adobe® Digital Editions opens but the eBook does not open. What should I do?
• When I attempt to download an Adobe eBook, I get the error '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® eBook Library Software instead of Adobe Digital Editions. What should I do?
• When I open Adobe Digital Editions, I get the message 'Error contacting authentication server'. What does this mean and what should I do?
• I downloaded an eBook and transferred it to my Sony Reader. I was able to read it before, but now when I try to open it, Sony Reader shows a 'Protected Page' error message. What should I do?
• What happens to an eBook when I'm finished reading it?
• I cannot find the information I am looking for.  What should I do?

Where are Adobe® eBooks saved on my computer?

The location to which Adobe eBooks are saved varies by operating system…

• On Windows 7 and Windows Vista®, eBook files are saved in Documents > My Digital Editions.
• On Windows 2000 and Windows XP, eBook files are saved in My Documents > My Digital Editions.
• On Mac OS®, eBook files are saved in Documents > Digital Editions.

Back to top

Instead of the eBook I expected, I downloaded a file named 'urllink.acsm'.  Where is the eBook?

The 'urllink.acsm' file is the license for the eBook, and downloading it should cause Adobe Digital Editions to open.

If Adobe Digital Editions does not open when the 'urllink.acsm' file is downloaded, this may indicate that you did not install Adobe Digital Editions before attempting to download the eBook.

Open the 'urllink.acsm' file as follows…

1. Once you have installed Adobe Digital Editions, 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.

If you have already installed Adobe Digital Editions, you may need to adjust your computer's file associations so that the Adobe software opens the ACSM file type.

Please note that Adobe eBooks can be downloaded three times. If you should need to download an Adobe eBook a fourth time, please contact support to reactivate the download link. In your email, please provide your library card number as well as the title of the eBook you wish to download again.

The steps taken to adjust file associations vary by operating system…

For Windows 7 and Windows Vista…

1. Go to Start > Control Panel > Default Programs > Associate a file type or protocol with a program.
   The 'Associate a file type or protocol with a program' dialog box 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. To open eBooks with Adobe Digital Editions…
   1. Browse to 'C:\Program Files\Adobe\Adobe Digital Editions and select 'digitaleditions.exe'
   2. Click 'Open' to associate ACSM files with Adobe Digital Editions.
5. Double-click the 'urllink.acsm' file you downloaded.
   Adobe Digital Editions opens and downloads the eBook.

For Windows 98SE, Windows 2000, Windows ME, or Windows XP…

1. Open 'My Computer' and from the menu bar select Tools > Folder Options and click on the 'File Types' tab.
2. Select '.acsm' and click the 'Change' button.
3. In the list of programs displayed, click on 'Adobe Digital Editions', then click the 'OK' button.
4. Double-click the 'urllink.acsm' file you downloaded.
   Adobe Digital Editions opens and downloads the eBook.

For Macintosh™ operating systems…

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 the 'Other...' drop-down.
3. In the list of programs displayed, select Adobe Digital Editions.
4. Check the 'Always Open With' checkbox to set the Adobe software to always open ACSM files.
5. Click the 'Add' button.
   The 'urllink.acsm Info' window is displayed.
6. Close the 'urllink.acsm Info' window.

Back to top

When attempting to download an Adobe eBook a second time, I received the error '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…

1. Open Adobe Digital Editions.
2. Select Library > Authorize Computer….
   The 'Authorize Computer' dialog box is displayed.
3. In the appropriate fields, enter the email address and password for your Adobe ID.
4. Click 'Activate'.
   Your computer is activated to your Adobe ID.
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.

Also note that 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.

Back to top

What should I do if an Adobe eBook does not completely download?

Download the book again by accessing your My eBookshelf. Click here to login to your account and select the 'My eBookshelf' link . Click the 'Download' link for the title to attempt a second download.

If the 'Download' link is not available, or if the problem persists, contact support to reactivate the download link. In your email, please provide your library card number as well as the title of the book you wish to download again.

Back to top

I am getting a 'Software or Network Error'.  What should I do?

This error usually indicates that a problem occurred during download and that you should attempt to download 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 book.

Back to top

I am getting the error 'Server communication problem: E_ADEPT_IO'. What should I do?

This error usually indicates that a problem occurred during download and that you should attempt to download 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 book.

Back to top

While using Adobe Digital Editions, I received 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.

Back to top

I am getting the error 'None of the requested vouchers could be obtained.'  What should I do?

This error usually indicates that a problem occurred during download and that you should attempt to download 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 book.

Back to top

When I try to download an eBook, Adobe® Digital Editions opens but the eBook does not open. 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 your temporary Internet files as follows:

For Microsoft® Operating Systems…

If you are using Internet Explorer 8.0®…

1. Launch Internet Explorer.
2. Go to Tools > Internet Options.
   The 'Internet Options' dialog box is displayed.
3. On the 'General' tab, click the 'Delete…' button under the heading 'Browsing history'.
   The 'Delete Browsing History' dialog box is displayed.
4. In the 'Delete Browsing History' dialog box, uncheck all of the check boxes except for 'Temporary Internet files'.
5. Click the 'Delete' button.
   Your browsing history is deleted.
6. Click the 'OK' button to close the 'Internet Options' dialog box.
7. Attempt the download again.

If you are using Internet Explorer 7.0…

1. Launch Internet Explorer.
2. Go to Tools > Internet Options.
   The 'Internet Options' dialog box is displayed.
3. On the 'General' tab, click the 'Delete...' button under the heading 'Browsing history'.
   The 'Delete Browsing History' dialog box is displayed.
4. Click the 'Delete files...' button.
5. Click the 'Yes' button to confirm the deletion of your temporary Internet files.
6. Click the 'Close' button to close the 'Delete Browsing History' dialog box.
7. Click the 'OK' button to close the 'Internet Options' dialog box.
8. Attempt to download again.

If you are using Internet Explorer 6.0…

1. Launch Internet Explorer.
2. Go to Tools > Internet Options….
   The 'Internet Options' dialog box is displayed.
3. Click the 'General' tab.
4. Click the 'Delete Files' button.
   The 'Delete Files' dialog box is displayed.
5. Check the 'Delete all offline content' box.
6. Click the 'OK' button to confirm the deletion of your temporary Internet files.
7. Click the 'OK' button again to close the 'Internet Options' dialog window.
8. Attempt to download again.

If you are using Firefox® 2.0 (or newer)…

1. Launch Firefox.
2. Go to Tools > Options.
   The 'Options' dialog box is displayed.
3. Select the 'Privacy' option.
   The 'Privacy' options are displayed.
4. Under the 'Private Data' heading, click the 'Clear Now…' button.
   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' to delete your temporary Internet files.
7. Click 'OK' to close the 'Options' dialog box.
8. Attempt to download again.

If you are using Firefox 1.5…

1. Launch Firefox.
2. Go to Tools > Options.
   The 'Options' dialog box is displayed.
3. Click the 'Privacy' button.
   The 'Privacy' dialog box is displayed.
4. Click the 'Clear' button next to option 'Cache'.
5. Click the 'OK' button again to close the 'Privacy' dialog box.
6. Attempt to download again.

For Macintosh™ Operating Systems…

If you are using Safari® 3…

1. Launch Safari.
2. Go to Safari > Empty Cache.
   A dialog box is displayed.
3. Click the 'Empty' button.
4. Attempt to download again.

If you are using Firefox 2.0 (or newer)…

1. Launch Firefox.
2. Go to Tools > Clear Private Data.
3. Attempt to download again.

Back to top

When I attempt to download an Adobe eBook, I get the error '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…

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 problem eBook displayed in the Bookshelf, repeat steps 3 through 6 above for each copy.
8. If you have Windows XP, go to My Documents > My Digital Editions and delete any copies of the problem title saved in this folder.
   or
   If you have Windows 7 or Windows Vista, go to Documents > My eBooks and delete any copies of the problem title saved in this folder.
9. Re-download the eBook. (If a download link is not available, please contact support and request that the link be reactivated. In your email please provide your library card number as well as the title of the book you wish to download again.)

Back to top

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. 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…

For Windows 7 and Windows Vista…

1. Go to Start > Control Panel > Default Programs > Associate a file type or protocol with a program.
   The 'Associate a file type or protocol with a program' dialog box 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'.
   The second 'Open With' dialog box closes.
6. Click 'OK' in the initial 'Open With' dialog box to associate ACSM files with Adobe Digital Editions.
7. Click 'Close' to close the Control Panel window.
   Adobe eBooks will now open in Adobe Digital Editions when downloaded.

For Windows 98SE, Windows 2000, Windows ME, or Windows XP…

1. Open 'My Computer' and select Tools > Folder Options.
   The 'Folder Options' dialog box is displayed.
2. Click on the 'File Types' tab.
3. Select '.acsm' and click the 'Change' 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'.
   The second 'Open With' dialog box closes.
7. Click 'OK' in the initial 'Open With' dialog box to associate ACSM files with Adobe Digital Editions.
8. Click 'OK' to close the 'Folder Options' dialog box.
   Adobe eBooks will now open in Adobe Digital Editions when downloaded.

For Mac operating systems…

1. 'Control-click' the 'urllink.acsm' file you downloaded and select 'Get Info'.
   The 'urllink.acsm Info' window is displayed.
2. Expand the 'Open with:' section and click the 'Other...' drop-down.
3. In the list of programs displayed, select Adobe Digital Editions.
4. Check the 'Always Open With' checkbox.
5. Click the 'Add' button.
6. Close the 'urllink.acsm Info' window.
   Adobe eBooks will now open in Adobe Digital Editions when downloaded.

Back to top

When I open Adobe Digital Editions, I get the message 'Error contacting authentication server'. What does this mean and 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 your computer is connected to the Internet, and that none of the security measures installed on your computer are preventing Adobe Digital Editions from accessing the Internet.

Back to top

I downloaded an eBook and transferred it to my Sony Reader. I was able to read it 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.

Back to top

What happens to an eBook when I'm finished reading it?

A downloaded eBook remains on your computer, even after it has expired or been returned, unless you manually delete it. To delete expired or returned titles…

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 desired eBook.
5. Click the 'Item Options' arrow (in the upper left corner of the selected eBook).
6. Select 'Delete Item'.

Back to top

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

If you cannot find the information you are looking for with reference to our Help section, please email support. In order to facilitate troubleshooting, please include the following information in your correspondence:

• Steps to reproduce the problem (in as much detail as possible)
• Exact text of any error message you receive (screen shots are helpful)
• URL(s) of any error page(s) you encounter
• Library card number
• Title(s) of problem eBook(s)
• Adobe Digital Editions version (In Adobe Digital Editions, find this under Library > About Adobe Digital Editions.)
• Operating system (Windows Vista, Windows XP, Mac OS 10.5.6, etc.)
• Web browser and version (Internet Explorer 8.0, Firefox 3.0, etc. In most browsers, find this under Help > About.)

Back to top