Help - Troubleshooting - Adobe PDF eBooks

• Adobe Digital Editions 1.5 Beta is available. Should I install it?
• Adobe Reader 8 is now available. Should I install it?
• Will Adobe Reader 6 or 7 prompt me to download and install Adobe Reader 8?
• I upgraded to Adobe Reader 8 but would prefer to use Adobe Reader 6 or 7. What should I do?
• Where are Adobe Reader eBooks stored on my computer?
• I tried to download Adobe Reader but got an error reading 'The specified program requires a newer version of Windows…'. What does this mean?
• What should I do if my Adobe Reader eBook does not completely download?
• When I try to download my eBook, Adobe Reader opens but my eBook does not open.  What should I do?
• Instead of the eBook I expected, I downloaded a file named 'ebx.etd'.  Where is my eBook?
• I am getting a 'Software or Network Error'.  What should I do?
• I am getting an error 'None of the requested vouchers could be obtained.'  What should I do?
• When I try to activate, I keep getting the error 'Your Adobe Software could not be activated. The Adobe DRM Activator is not responding'.  What does this mean and what should I do?
• When I try to install Adobe Reader, my computer tries to install Microsoft Windows Journal Viewer. What should I do?
• What happens to an eBook when I've finished reading it?
• I returned my Adobe eBook early, but it looks like it is still checked out. What went wrong?
• I downloaded an eBook but when I attempt to open it, I get an error message indicating that the eBook has already expired.  I am certain this is not the case, so what should I do?
• I cannot find the information I am looking for.  What should I do?

Adobe Digital Editions 1.5 Beta is available. Should I install it?

Although Adobe Digital Editions (ADE) 1.5 Beta is available, it is recommended that eBook users continue to enjoy Adobe eBooks on their currently installed version of Adobe Digital Editions or Adobe Reader. We do not recommend the use of Beta software.

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Adobe Reader 8 is now available. Should I install it?

Adobe Reader 8 is designed to work in conjunction with an application called Adobe Digital Editions (ADE) for the download and use of Adobe eBooks. Adobe Digital Editions includes much of the functionality previously provided by Adobe Reader with a simpler, easier to use interface.

If you use Adobe Reader to transfer Adobe eBooks to your PDA, or if you use downloaded Adobe eBooks on multiple computers, it is recommended that you do not install Adobe Reader 8 with Adobe Digital Editions. Adobe Reader 8 with Adobe Digital Editions does not currently support transfer to PDAs or Named Activation, the process that allows the sharing of eBooks between multiple computers.

Note that Adobe Reader 6 or 7 may check for updates and download Adobe Reader 8 automatically depending on your current settings. See below for information on turning off automatic updates in Adobe Reader 6 and 7.

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Will Adobe Reader 6 or 7 prompt me to download and install Adobe Reader 8?

Adobe Reader 6 or 7 may check for updates and download Adobe Reader 8 automatically depending on your current settings. To ensure that Adobe Reader 8 is not automatically downloaded, follow these steps…

If you are using Adobe Reader 6…

1. Open Adobe Reader 6.
2. Select Edit > Preferences.
   The 'Preferences' dialog box is displayed.
3. Select 'Updates' in the left hand list of categories.
4. Select 'Manually' in the 'Check for Updates' drop-down box and click 'OK'.
   Adobe Reader 8 will not be downloaded automatically.

If you are using Adobe Reader 7…

1. Open Adobe Reader 7.
2. Select Edit > Preferences.
   The 'Preferences' dialog box is displayed.
3. Select 'Updates' in the left hand 'Categories' list.
4. Select 'Do not automatically check for critical updates' under the 'Update and Notification Check' heading and click 'OK'.
   Adobe Reader 8 will not be downloaded automatically.

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I upgraded to Adobe Reader 8 but would prefer to use Adobe Reader 6 or 7. What should I do?

You will have to uninstall Adobe Reader 8, then install Adobe Reader 6 or 7. To uninstall Adobe Reader 8 and install Adobe Reader 6 or 7, follow these instructions…

If you have Windows XP...

1. Go to Start > Settings > Control Panel and select 'Add or Remove Programs'.
   The 'Add or Remove Programs' window is displayed.
2. In the list of currently installed programs and updates, select Adobe Reader 8 and click the 'Remove' button.
3. Confirm that you want to remove Adobe Reader 8 by clicking 'Yes' when prompted to verify that you want to remove the application.
   Adobe Reader 8 is removed from your system.
4. Click here, or visit http://www.adobe.com/products/acrobat/readstep2_allversions.html to download Adobe Reader 6 or 7.
   The 'Download new and previous versions of Adobe Reader' screen is displayed.
5. Complete 'Step 1 of 2' by selecting your operating system, version, and language from the drop down menus. Click 'continue'.
   The 'Download new and previous versions of Adobe Reader' screen expands to display 'Step 2 of 2'.
6. Complete 'Step 2 of 2' by selecting the version of Adobe Reader that you wish to download (Adobe Reader 7.0.8 or Adobe Reader 6.0.1) and click the 'Download Adobe Reader' button. Be sure to uncheck the items listed under 'Also download' if you do not want to download them.
   Your browser prompts you to open or save the file.
7. Browse to (and make note of) a location to save the file you are preparing to download. Click the 'OK' button to download and save the Adobe Reader install file to your machine.
   Please be patient, as this file may take a few minutes to download and save.
8. When the download is finished, locate the file in the location to which you saved it. Double-click the file to start the installation process, then follow the prompts to complete the process.*
   If a message is displayed alerting you that 'another application is set to view PDF files' on your computer, be sure to choose Adobe Reader 6 or 7 as the default application for opening PDFs.
   Once you have stepped through the prompts, the 'Adobe Reader - Setup' screen displays the status of your installation, and indicates when the installation has finished successfully.
9. Once installation is complete, click the 'Finish' button to exit the 'Adobe Reader - Setup' dialog box.
10. If desired, open Adobe Reader from the shortcut on your desktop.
    Note that when you open Adobe Reader for the first time, the 'Adobe Reader - License Agreement' is displayed.
11. To use Adobe Reader, accept the terms of the license agreement by clicking the 'Accept' button.
12. If desired, you may delete the .exe file once you have completed the installation process.

*If you cannot install the file immediately, you may cancel the installation process and install later by double-clicking on the .exe file that you downloaded.

If you have Windows Vista…

1. Go to Start > Control Panel > Uninstall a Program.
   The 'Uninstall or change a program' screen is displayed.
2. In the list of currently installed programs, select Adobe Reader 8 and click the 'Uninstall' button.
   The 'User Account Control' dialog box is displayed.
3. In the 'User Account Control' dialog box, verify that Adobe Reader 8 is the program to be uninstalled and choose 'Allow'.
   Adobe Reader 8 is removed from your system.
4. Click here, or visit http://www.adobe.com/products/acrobat/readstep2_allversions.html to download Adobe Reader 6 or 7.
   The 'Download new and previous versions of Adobe Reader' screen is displayed.
5. Complete 'Step 1 of 2' by selecting your 'Operating System', 'Version', and 'Language' from the dropdown menus. Select 'Windows XP SP2' as your Operating System.
   The 'Download new and previous versions of Adobe Reader' screen expands to display 'Step 2 of 2'.
6. Complete 'Step 2 of 2' by selecting the version of Adobe Reader that you wish to download (Adobe Reader 7.0.8 or Adobe Reader 6.0.1) and click the 'Download Adobe Reader' button. Be sure to uncheck the items listed under 'Also download' if you do not want to download them.
   Your browser prompts you to open or save the file.
7. Browse to (and make note of) a location to save the file you are preparing to download. Click the 'OK' button to download and save the Adobe Reader install file to your machine.
   Please be patient, as this file may take a few minutes to download and save.
8. When the download is finished, locate the file in the location to which you saved it. Double-click the file to start the installation process, then follow the prompts to complete the process.*
   If a message is displayed alerting you that 'another application is set to view PDF files' on your computer, be sure to choose Adobe Reader 6 or as the default application for opening PDFs.
   Once you have stepped through the prompts, the 'Adobe Reader - Setup' screen displays the status of your installation, and indicates when the installation has finished successfully.
9. Once installation is complete, click the 'Finish' button to exit the 'Adobe Reader - Setup' dialog box.
10. If desired, open Adobe Reader from the shortcut on your desktop.
    Note that when you open Adobe Reader for the first time, the 'Adobe Reader - License Agreement' is displayed.
11. To use Adobe Reader, accept the terms of the license agreement by clicking the 'Accept' button.
12. If desired, you may delete the .exe file once you have completed the installation process.

* If you cannot install the file immediately, you may cancel the installation process and install later by double-clicking on the .exe file that you downloaded.

If you have Mac OS X...

1. Open the 'Finder' and select 'Applications'.
   The currently installed applications are displayed.
2. In the list of currently installed applications, select Adobe Reader 8.0 and drag it to the 'Trash'.
3. Ctrl-Click the 'Trash' icon and select 'Empty Trash' to remove the program from your computer.
4. Click here, or visit http://www.adobe.com/products/acrobat/readstep2_allversions.html to download Adobe Reader 6 or 7.
   The 'Download new and previous versions of Adobe Reader' screen is displayed.
5. Complete 'Step 1 of 2' by selecting your operating system and language from the drop down menus. Select Version '10.2.8-10.4' and click 'continue'.
   The 'Download new and previous versions of Adobe Reader' screen expands to display 'Step 2 of 2'.
6. Complete 'Step 2 of 2' by selecting the version of Adobe Reader that you wish to download (Adobe Reader 7.0.8 or Adobe Reader 6.0.1) and click the 'Download Adobe Reader' button.
   The .dmg installation package is saved to your desktop.
7. Double click the .dmg file to retrieve the Reader .pkg file.
8. Double click the .pkg file to save the Adobe Reader install file to your machine.
   Please be patient, as this file may take a few minutes to download and save.
   When the download is finished the .pkg file window opens.
9. Double-click the .app file to start the installation process, then follow the prompts to complete the process.*
   Once you have stepped through the prompts, Adobe Reader is installed. When installation is complete, Adobe Reader opens.
   Note that when Adobe Reader opens for the first time, the 'Adobe Reader - License Agreement' is displayed.
10. To use Adobe Reader, accept the terms of the license agreement by clicking the 'Accept' button.
11. If desired, you may delete the .dmg file once you have completed the installation process.

*If you cannot install the file immediately, you may cancel the installation process and install later by double-clicking on the .dmg file that you downloaded.

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Where are Adobe Reader eBooks stored on my computer?

If you are using Adobe Reader 6…

• On Windows 98SE, Windows 2000, Windows ME, and Windows XP, eBook PDF files are stored in My Documents > My eBooks.
• On Windows Vista, eBook PDF files are stored in Documents > My eBooks.
• On a Mac OS, eBook PDF files are stored in Documents > eBooks.

Note that you can access your eBooks directly through Adobe Reader 6. Go to File > My Bookshelf to display your eBooks.

If you are using Adobe Reader 7…

• On Windows 98SE, Windows 2000, Windows ME, and Windows XP, eBook PDF files are stored in My Documents > My Digital Editions.
• On Windows Vista, eBook PDF files are stored in Documents > My Digital Editions.
• On a Mac OS, eBook PDF files are stored in Documents > Digital Editions.

Note that you can access your eBooks directly through Adobe Reader 7. Go to File > Digital Editions > My Digital Editions to display your eBooks.

If you are using Adobe Reader 8 with Adobe Digital Editions…

• On Windows XP, eBook PDF files are stored in My Documents > My Digital Editions.
• On Windows Vista, eBook PDF files are stored in Documents > My Digital Editions.
• On a Mac OS, eBook PDF files are stored in Documents > Digital Editions.

Note that you can access your eBooks directly through Adobe Digital Editions. To open your book 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 desired eBook.
5. Click the 'Item Options' arrow (in the upper left corner of the selected eBook).
6. Select 'Open Item' to open your eBook.

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I tried to download Adobe Reader but got an error reading 'The specified program requires a newer version of Windows…'. What does this mean?

This error indicates that Adobe Reader is not supported on the operating system of your computer. Click here to review operating systems on which Adobe Reader runs.

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

If you are using Adobe Reader 6…

Make sure you are connected to the Internet, then open Adobe Reader 6. Go to 'My Bookshelf' (File > My Bookshelf).  A placeholder thumbnail image for the partially downloaded eBook will be displayed, reading 'Double-click to download "title of your eBook"'.  Double-click this placeholder image to resume the download.

If the problem persists, contact support to reactivate your download link. In your email, please provide your library card number as well as the title of the book you wish to download again.

If you are using Adobe Reader 7…

Make sure you are connected to the Internet, then open Adobe Reader 7. Go to 'My Digital Editions' (File > Digital Editions > My Digital Editions).  A placeholder thumbnail image for the partially downloaded eBook will be displayed, reading 'Double-click to download "title of your eBook"'.  Double-click this placeholder image to resume the download.

If the problem persists, contact support to reactivate your download link. In your email, please provide your library card number as well as the title of the book you wish to download again.

If you are using Adobe Reader 8 and Adobe Digital Editions…

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

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

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When I try to download my eBook, Adobe Reader opens but my eBook does not open.  What should I do?

This behavior can be indicative of one of two problems. It can signify that your browser's temporary Internet files are too full to process the download. Alternatively, this may suggest that the file type settings on your computer need to be adjusted.

First, clear your temporary Internet files as follows:

For Microsoft Operating Systems:

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 tab labeled 'General' to display the general Internet options screen.
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 your download fails, adjust your computer settings with reference to the instructions below.

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 Netscape…

1. Launch Netscape.
2. Go to Edit > Preferences.
   The 'Preferences' dialog box is displayed.
3. Under the 'Advanced' category, click on the 'Cache' section.
4. Click the 'Clear Disk Cache' button.
5. Click the 'OK' button to confirm the deletion of your temporary Internet files.
6. Close the 'Preferences' dialog box.
7. Attempt to download again. If your download fails, adjust your computer settings with reference to the instructions below.

If you are using Firefox 1.x…

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. If your download fails, adjust your computer settings with reference to the instructions below.

If you are using Firefox 2.x…

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.

For Macintosh Operating Systems:

If you are using Internet Explorer on Mac OS 9.x.x…

1. Launch Internet Explorer.
2. Go to Edit > Preferences.
   The 'Internet Explorer Preferences' dialog box is displayed.
3. Under the 'Web Browser' category, click on 'Advanced'.
4. Under the 'Cache' section, click the 'Empty Now' button, then click the 'OK' button to confirm the deletion of your temporary Internet files.
5. Close the 'Internet Explorer Preferences' dialog box.
6. Attempt to download again. If your download fails, adjust your computer settings with reference to the instructions below.

If you are using Internet Explorer on Mac OS 10.x.x…

1. Launch Internet Explorer.
2. Go to Explorer > Preferences.
   The 'Internet Explorer Preferences' dialog box is displayed.
3. Under the 'Web Browser' category, click on 'Advanced'.
4. Under the 'Cache' section, click the 'Empty Now' button.
5. Click the 'OK' button to close the 'Internet Explorer Preferences' dialog box.
6. Attempt to download again. If your download fails, adjust your computer settings with reference to the instructions below.

If you are using Netscape…

1. Launch Netscape.
2. Go to Edit > Preferences.
   The 'Preferences' dialog box is displayed.
3. Under the 'Advanced' category, click on the 'Cache' section.
4. Click the 'Clear Disk Cache' button, then click the 'OK' button to confirm the deletion of your temporary Internet files.
5. Close the 'Preferences' dialog box.
6. Attempt to download again. If your download fails, adjust your computer settings with reference to the instructions below.

If you are using Safari…

1. Launch Safari.
2. Go to Safari > Empty Cache.
   A dialog box is displayed.
3. Click the 'Empty' button to clear your cache.
4. Attempt to download again. If your download fails, adjust your computer settings with reference to the instructions below.

If you cleared your temporary Internet files but are still unable to download your eBook, your computer's settings must be adjusted to associate the .etd file type with your Adobe software.  Please follow the steps below.

For Microsoft Operating Systems:

If you have Windows 98SE, Windows 2000, Windows ME, or Windows XP…

1. Open to 'My Computer' and from the menu bar select Tools > Folder Options.
2. Click on the 'File Types' tab.
3. Select '.etd' and click the 'Change' button.
4. In the list of programs displayed, click on 'Adobe Reader' or 'Adobe Digital Editions', then click the 'OK' button.
5. Connect to the Internet, then double-click the ebx.etd file you downloaded.
   Adobe Reader or Adobe Digital Editions opens and starts the download of your eBook.

If you have 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 '.etd' and click the 'Change program...' button.
   The 'Open With' dialog box is displayed.
3. Do one of the following…
   1. If 'Adobe Reader' or 'Adobe Digital Editions' appears in the list of 'Recommended Programs', select it and click 'OK'.
   2. Click the red 'X' in the upper right corner of the dialog box to close the 'Associate a file type or protocol with a program' dialog box and proceed to step 4.
   
   or
   
   
   1. If 'Adobe Reader' or 'Adobe Digital Editions' does not appear in the list of 'Recommended Programs', click the 'Browse...' button.
      A second 'Open With' dialog box is displayed.
   2. Do one of the following…
      
      To open your books with Adobe Reader…
      1. In the list of programs displayed, click on 'Adobe Reader', then click the 'OK' button.
      2. Click 'Open' to open .etd files with Adobe Reader
      
      or
      
      To open your books with Adobe Digital Editions…
      1. Browse to 'Users\your login name\AppData\Roaming\Macromedia\
         Flash Player\www.macromedia.com\
         bin\digitaleditions2x0' and select 'digitaleditions2x0.exe'
      2. Click 'Open' to open .etd files with Adobe Digital Editions.
   3. Sign in to your account using the 'My Account' link and access your 'My Digital Bookshelf'.
      Your 'My Digital Bookshelf' is displayed.
   4. Click the 'Download' button to download your Adobe eBook using Adobe Reader or Adobe Digital Editions.

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

For Macintosh Operating Systems:

1. 'Control-click' on the ebx.etd file and select 'Open with other'.
2. In the list of programs displayed, click on 'Adobe Reader' or 'Adobe Digital Editions'.
3. Select the 'Always Open' function so that going forward, the .etd file type will always open in Adobe Reader or Adobe Digital Editions.

If the problem persists, contact support to reactivate your download link. In your email, please provide your library card number as well as the title of the book you wish to download again.

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Instead of the eBook I expected, I downloaded a file named 'ebx.etd'.  Where is my eBook?

This typically indicates that you did not install Adobe Reader or Adobe Digital Editions before you attempted to download your eBook.  Click here for instructions on downloading and installing Adobe Reader or Adobe Digital Editions.  Once you have downloaded Adobe Reader or Adobe Digital Editions, make sure you are connected to the Internet and right-click the ebx.etd file.  Select 'Open With', and indicate Adobe Reader or Adobe Digital Editions.  This action will launch Adobe Reader or Adobe Digital Editions and start the download of your eBook.

If you are certain that you already installed Adobe Reader, you may need to adjust your file associations, instructing your system to use your Adobe software to handle the .etd file type. 

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 '.etd' and click the 'Change' button.
3. In the list of programs displayed, click on 'Adobe Reader' or 'Adobe Digital Editions', then click the 'OK' button.
4. Connect to the Internet, then double-click the ebx.etd file you downloaded.
   Adobe Reader or Adobe Digital Editions opens and starts the download of your eBook.

If you have 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 '.etd' and click the 'Change program...' button.
   The 'Open With' dialog box is displayed.
3. Do one of the following…
   1. If 'Adobe Reader' or 'Adobe Digital Editions' appears in the list of 'Recommended Programs', select it and click 'OK'.
   2. Click the red 'X' in the upper right corner of the dialog box to close the 'Associate a file type or protocol with a program' dialog box and proceed to step 4.
   
   or
   
   
   1. If 'Adobe Reader' or 'Adobe Digital Editions' does not appear in the list of 'Recommended Programs', click the 'Browse...' button.
      A second 'Open With' dialog box is displayed.
   2. Do one of the following…

      To open your books with Adobe Reader…

      1. In the list of programs displayed, click on 'Adobe Reader', then click the 'OK' button.
      2. Click 'Open' to open .etd files with Adobe Reader
      
      or
      
      

      To open your books with Adobe Digital Editions…

      1. Browse to 'Users\your login name\AppData\Roaming\Macromedia\
         Flash Player\www.macromedia.com\
         bin\digitaleditions2x0' and select 'digitaleditions2x0.exe'
      2. Click 'Open' to open .etd files with Adobe Digital Editions.
   3. Sign in to your account using the 'My Account' link and access your 'My Bookshelf'.
      Your 'My Bookshelf' is displayed.
   4. Click the 'Download' button to download your Adobe eBook using Adobe Reader or Adobe Digital Editions.

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

   For Macintosh Operating Systems:

   1. 'Control-click' on the ebx.etd file and select 'Open with other'.
   2. In the list of programs displayed, click on 'Adobe Reader' or 'Adobe Digital Editions'.
   3. Select the 'Always Open' function so that going forward, the .etd file type will always open in Adobe Reader or Adobe Digital Editions.

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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 your download link. In your email, please provide your library card number and the title of the book.

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I am getting an 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 your download link. In your email, please provide your library card number and the title of the book.

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When I try to activate, I keep getting the error 'Your Adobe Software could not be activated. The Adobe DRM Activator is not responding'.  What does this mean and what should I do?

This error can indicate one of two problems.  The Adobe DRM Activator site may be busy, so you may be able to activate at a later time.  Alternatively, if the machine from which you are trying to activate has multiple users, this could be causing the error.  Talk to your Network Administrator about enabling downloads from Adobe.com.

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When I try to install Adobe Reader, my computer tries to install Microsoft Windows Journal Viewer. What should I do?

Some functionality of Adobe Reader is dependent upon Microsoft® Windows® Journal Viewer®. Windows Journal Viewer is a free, downloadable accessory that enables users who do not have a computer running Microsoft Windows XP Tablet PC Edition to view files that were created in Microsoft Windows Journal on a Tablet PC.

To download Journal Viewer, click here to visit the Microsoft Download Center. In the 'Keywords' search field, type 'Journal Viewer', then click 'Go'. Your search results should return a link to 'Windows Journal Viewer 1.5'. Click this link, and follow the download instructions to install Journal Viewer on your machine. Once the program is successfully installed, begin the installation of Adobe Reader again.

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

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

If you are using Adobe Reader 6…

1. To delete an expired Adobe eBook file, open Adobe Reader 6 and go to File > My Bookshelf.
2. Locate the cover image of the eBook you wish to delete. Click on the clock in the upper-right corner of the cover image.
   A box will pop up with the expiration date. 
3. Click the 'Delete' button.

If you are using Adobe Reader 7…

1. To delete an expired Adobe eBook file, open Adobe Reader 7 and go to File > Digital Editions > My Digital Editions.
2. Locate the cover image of the eBook you wish to delete. Click on the clock in the upper-right corner of the cover image. 
   A box will pop up with the expiration date. 
3. Click the 'Delete' button.

If you are using Adobe Reader 8 with Adobe Digital Editions…

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'.

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I returned my Adobe eBook early, but it looks like it is still checked out. What went wrong?

Once you have right-clicked on the cover image of the eBook and selected option 'Return to Lender', Adobe Reader presents a dialog box with two options. Be sure to click option 'Return to Lender' to return the book. Clicking option 'OK' will simply close the dialog box without returning the book.

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I downloaded an eBook but when I attempt to open it, I get an error message indicating that the eBook has already expired.  I am certain this is not the case, so what should I do?

This scenario usually exists if you previously downloaded the same eBook.  In order to read the eBook again, please proceed as follows:

If you are using Adobe Reader 6…

1. Open Adobe Reader 6.
2. Display your 'My Bookshelf' (File > My Bookshelf).
3. Locate the thumbnail image of the troublesome eBook.
4. Click on the clock icon in the upper right corner of the thumbnail.
5. In the box that pops up and notifies of expiry date, click the 'Delete' button.
6. If there are multiple copies of the problem eBook displayed in your Bookshelf, repeat steps 3 through 5 above for each copy.
7. If you have Windows 98SE, Windows 2000, Windows ME, or Windows XP, go to My Documents > My eBooks and delete any copies of the problem title saved in this folder.
   
   If you have Windows Vista, go to Documents > My eBooks and delete any copies of the problem title saved in this folder.
8. Re-download the eBook. (If a download link is not available, please contact support and request that your 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.)

If you cannot open your eBook after following the steps above, you may need to re-activate your copy of Adobe Reader.  Please follow steps 1 through 7 again.  Then, before re-downloading the eBook, re-activate Adobe Reader (click here for instructions to re-activate your reader).

If you are using Adobe Reader 7…

1. Open Adobe Reader 7.
2. Display your 'My Digital Editions' (File > Digital Editions > My Digital Editions).
3. Locate the thumbnail image of the troublesome eBook.
4. Click on the clock icon in the upper right corner of the thumbnail.
5. In the box that pops up and notifies of expiry date, click the 'Delete' button.
6. If there are multiple copies of the problem eBook displayed in your Bookshelf, repeat steps 3 through 5 above for each copy.
7. If you have Windows 98SE, Windows 2000, Windows ME, or Windows XP, go to My Documents > My Digital Editions and delete any copies of the problem title saved in this folder.
   
   If you have Windows Vista, go to Documents > My eBooks and delete any copies of the problem title saved in this folder.
8. Re-download the eBook. (If a download link is not available, please contact support and request that your 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.)

If you cannot open your eBook after following the steps above, you may need to re-activate your copy of Adobe Reader.  Please follow steps 1 through 7 again.  Then, before re-downloading the eBook, re-activate Adobe Reader (click here for instructions to re-activate your reader).

If you are using Adobe Reader 8 with Adobe Digital Editions…

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'.
7. If there are multiple copies of the problem eBook displayed in your Bookshelf, repeat steps 3 through 5 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 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 your 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.)

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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 Reader version (Adobe Reader 6, Adobe Reader 7, Adobe Reader 8 with Adobe Digital Editions. In Adobe Reader, find this under Help > About Adobe Reader.)
• Operating system (Windows Vista, Windows XP, Mac OS 10.4.3, etc.)
• Web browser and version (Internet Explorer 7.0, Firefox 2.0, etc. In most browsers, find this under Help > About.)
• If applicable, device type and operating system

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