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Help - Troubleshooting - Adobe PDF eBooks
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Adobe Reader 9 is available. Should I install it?
Adobe Reader 9 does not support the Adobe PDF eBooks available at this site. In order to use Adobe PDF eBooks, you must have Adobe Digital Editions or Adobe Reader 6 or 7 installed. Click here for system requirements and download instructions.
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Adobe Reader 8 is available. Should I install it?
Adobe Reader 8 does not offer stand-alone support for Adobe eBooks. Rather, Adobe Reader 8 works 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 6 or 7 to transfer Adobe eBooks to your Palm or Pocket PC, you should not install Adobe Digital Editions/Adobe Reader 8 at this time. If you use downloaded Adobe eBooks on multiple computers, the destination computer must be running Adobe Reader 6. Please note that Adobe Reader 6 is no longer available for download. Adobe Digital Editions/Adobe Reader 8 do not currently support transfer to Palm or Pocket PC devices.
Note that Adobe Reader 6 or 7 may check for updates and download Adobe Reader 8 automatically depending on your current settings. Click here for information on turning off automatic updates in Adobe Reader 6 and 7. Please note that Adobe Reader 6 is no longer available for download. If you upgrade to Adobe Digital Editions or Adobe Reader 7 or 8, you will no longer be able to reinstall Adobe Reader 6.
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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 7…
- Open Adobe Reader 7.
- Select Edit > Preferences.
The 'Preferences' dialog box is displayed.
- Select 'Updates' in the left hand 'Categories' list.
- 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.
Please note that Adobe Reader 6 is no longer available for download. If you upgrade to Adobe Digital Editions or Adobe Reader 7 or 8, you will no longer be able to reinstall Adobe Reader 6.
If you are using Adobe Reader 6…
- Open Adobe Reader 6.
- Select Edit > Preferences.
The 'Preferences' dialog box is displayed.
- Select 'Updates' in the left hand list of categories.
- Select 'Manually' in the 'Check for Updates' drop-down box 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 7. What should I do?
You will have to uninstall Adobe Reader 8, then install Adobe Reader 7. To uninstall Adobe Reader 8 and install Adobe Reader 7, follow these instructions…
Please note that Adobe Reader 6 is no longer available for download. If you upgrade to Adobe Digital Editions or Adobe Reader 7 or 8, you will no longer be able to reinstall Adobe Reader 6.
If you have Windows Vista…
- Go to Start > Control Panel > Uninstall a Program.
The 'Uninstall or change a program' screen is displayed.
- In the list of currently installed programs, select Adobe Reader 8 and click the 'Uninstall' button.
The 'User Account Control' dialog box is displayed.
- 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.
- 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.
- 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'.
- Complete 'Step 2 of 2' by selecting the version of Adobe Reader that you wish to download 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.
- 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 7 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, 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 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.
- Once installation is complete, click the 'Finish' button to exit the 'Adobe Reader - Setup' dialog box.
- If desired, open Adobe Reader 7 from the shortcut on your desktop.
Note that when you open Adobe Reader 7 for the first time, the 'Adobe Reader - License Agreement' is displayed.
- To use Adobe Reader 7, accept the terms of the license agreement by clicking the 'Accept' button.
- 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 XP...
- Go to Start > Settings > Control Panel and select 'Add or Remove Programs'.
The 'Add or Remove Programs' window is displayed.
- In the list of currently installed programs and updates, select Adobe Reader 8 and click the 'Remove' button.
- 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.
- Click here, or visit http://www.adobe.com/products/acrobat/readstep2_allversions.html to download Adobe Reader 7.
The 'Download new and previous versions of Adobe Reader' screen is displayed.
- 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'.
- Complete 'Step 2 of 2' by selecting the version of Adobe Reader that you wish to download 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.
- 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 7 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, 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 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.
- Once installation is complete, click the 'Finish' button to exit the 'Adobe Reader - Setup' dialog box.
- If desired, open Adobe Reader 7 from the shortcut on your desktop.
Note that when you open Adobe Reader 7 for the first time, the 'Adobe Reader - License Agreement' is displayed.
- To use Adobe Reader 7, accept the terms of the license agreement by clicking the 'Accept' button.
- 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...
- Open the 'Finder' and select 'Applications'.
The currently installed applications are displayed.
- In the list of currently installed applications, select Adobe Reader 8.0 and drag it to the 'Trash'.
- Ctrl-Click the 'Trash' icon and select 'Empty Trash' to remove the program from your computer.
- Click here, or visit http://www.adobe.com/products/acrobat/readstep2_allversions.html to download Adobe Reader 7.
The 'Download new and previous versions of Adobe Reader' screen is displayed.
- 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'.
- Complete 'Step 2 of 2' by selecting the version of Adobe Reader that you wish to download and click the 'Download Adobe Reader' button.
The .dmg installation package is saved to your desktop.
- Double click the .dmg file to retrieve the Reader .pkg file.
- Double click the .pkg file to save the Adobe Reader 7 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.
- 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 7 is installed. When installation is complete, Adobe Reader 7 opens.
Note that when Adobe Reader 7 opens for the first time, the 'Adobe Reader - License Agreement' is displayed.
- To use Adobe Reader 7, accept the terms of the license agreement by clicking the 'Accept' button.
- 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 Digital Editions…
- On Windows Vista, eBook PDF files are stored in Documents > My Digital Editions.
- On Windows XP, eBook PDF files are stored in My Documents > My Digital Editions.
- On the Mac OS, eBook PDF files are stored in Documents > Digital Editions.
If you are using Adobe Reader 7…
- On Windows Vista, eBook PDF files are stored in Documents > My Digital Editions.
- On Windows 98SE, Windows 2000, Windows ME, and Windows XP, eBook PDF files are stored in My Documents > My Digital Editions.
- On the Mac OS, eBook PDF files are stored in Documents > Digital Editions.
If you are using Adobe Reader 6…
- On Windows Vista, eBook PDF files are stored in Documents > My eBooks.
- On Windows 98SE, Windows 2000, Windows ME, and Windows XP, eBook PDF files are stored in My Documents > My eBooks.
- On the Mac OS, eBook PDF files are stored in Documents > eBooks.
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I tried to download Adobe Reader 7 but got an error reading 'The specified program requires a newer version of Windows…'. What does this mean?
This error indicates that Adobe Reader 7 is not supported on the operating system of your computer. To review operating systems on which Adobe Reader 7 runs, click here.
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What should I do if my Adobe eBook does not completely download?
If you are using Adobe Digital Editions…
Download the book again by accessing your My 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 Transaction ID and date of sale, 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 Transaction ID and date of sale, as well as the title of the book you wish to download again.
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 Transaction ID and date of sale, 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 6 or 7 opens but my eBook does not open. What should I do?
This typically indicates that your browser's temporary Internet files are too full to process the download. Clear your temporary Internet files as follows:
For Microsoft Operating Systems:
If you are using Internet Explorer 7.0...
- Launch Internet Explorer.
- Go to Tools > Internet Options.
The 'Internet Options' dialog box is displayed.
- On the 'General' tab, click the 'Delete...' button under the heading 'Browsing history'.
The 'Delete Browsing History' dialog box is displayed.
- Click the 'Delete files...' button.
- Click the 'Yes' button to confirm the deletion of your temporary Internet files.
- Click the 'Close' button to close the 'Delete Browsing History' dialog box.
- Click the 'OK' button to close the 'Internet Options' dialog box.
- Attempt to 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 tab labeled 'General' to display the general Internet options screen.
- 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 your temporary Internet files.
- Click the 'OK' button again to close the 'Internet Options' dialog window.
- Attempt to download again.
If you are using Firefox 2.x…
- 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.
- Click 'OK' to close the 'Options' dialog box.
- Attempt to download again.
If you are using Firefox 1.x…
- 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'.
- Click the 'OK' button again to close the 'Privacy' dialog box.
- Attempt to download again.
For Macintosh Operating Systems:
If you are using Safari 3…
- Launch Safari.
- Go to Safari > Empty Cache.
A dialog box is displayed.
- Click the 'Empty' button to clear your cache.
- Attempt to download again.
If you are using Internet Explorer on Mac OS 10.x.x…
- Launch Internet Explorer.
- Go to Explorer > Preferences.
The 'Internet Explorer Preferences' dialog box is displayed.
- Under the 'Web Browser' category, click on 'Advanced'.
- Under the 'Cache' section, click the 'Empty Now' button.
- Click the 'OK' button to close the 'Internet Explorer Preferences' dialog box.
- Attempt to download again.
If you are using Internet Explorer on Mac OS 9.x.x…
- Launch Internet Explorer.
- Go to Edit > Preferences.
The 'Internet Explorer Preferences' dialog box is displayed.
- Under the 'Web Browser' category, click on 'Advanced'.
- Under the 'Cache' section, click the 'Empty Now' button, then click the 'OK' button to confirm the deletion of your temporary Internet files.
- Close the 'Internet Explorer Preferences' dialog box.
- Attempt to download again.
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Instead of the eBook I expected, I downloaded a file named 'ebx.etd'. Where is my eBook?
The 'ebx.etd' file is the license for the eBook, and downloading it should cause Adobe Digital Editions or Adobe Reader 6 or 7 to open.
If Adobe Digital Editions or Adobe Reader 6 or 7 do not open when the 'ebx.etd' file is downloaded, this may indicate that you did not install Adobe Digital Editions or Adobe Reader attempting to download your eBook. Click here for instructions on downloading and installing Adobe Digital Editions or Adobe Reader.
Once you have downloaded and installed Adobe Digital Editions or Adobe Reader, make sure you are connected to the Internet and right-click the ebx.etd file. Select 'Open With', and indicate Adobe Digital Editions or Adobe Reader. Adobe Digital Editions or Adobe Reader will open and start the download of your eBook.
If you are certain that you already installed Adobe Digital Editions or Adobe Reader, you may need to adjust your file associations so that your Adobe software will open the .etd file type.
For Windows Vista…
- 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.
- Under the 'Extensions' heading, select '.etd' 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.
- To open your eBooks with Adobe Digital Editions…
- Browse to 'Users\your login name\AppData\Roaming\Macromedia\Flash Player\www.macromedia.com\bin\digitaleditions2x0' and select 'digitaleditions2x0.exe'
- Click 'Open' to open .etd files with Adobe Digital Editions.
or
To open your eBooks with Adobe Reader 6 or 7…
- Navigate to 'C:\Program Files\Adobe\Reader version number\Reader' and select 'AcroRD32.exe'.
- Click 'Open' to open .etd files with Adobe Reader 6 or 7.
- Double-click the 'ebx.etd' file you downloaded.
Adobe Digital Editions or Adobe Reader 6 or 7 opens and starts the download of your eBook.
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 Transaction ID as well as the title of the eBook you wish to download again.
For Windows 98SE, Windows 2000, Windows ME, or Windows XP:
- Open 'My Computer' and from the menu bar select Tools > Folder Options and click on the 'File Types' tab.
- Select '.etd' and click the 'Change' button.
- In the list of programs displayed, click on 'Adobe Reader' or 'Adobe Digital Editions', then click the 'OK' button.
- Double-click the 'ebx.etd' file you downloaded.
Adobe Digital Editions or Adobe Reader 6 or 7 opens and starts the download of your eBook.
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 Transaction ID as well as the title of the eBook you wish to download again.
For Macintosh Operating Systems:
- 'Control-click' on the 'ebx.etd' file and select 'Open with other'.
- In the list of programs displayed, select Adobe Digital Editions or Adobe Reader.
- Select 'Always Open' so that the .etd file type will always open in Adobe Digital Editions or Adobe Reader.
- Double-click the 'ebx.etd' file you downloaded.
Adobe Digital Editions or Adobe Reader 6 or 7 opens and starts the download of your eBook.
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 Transaction ID as well as the title of the eBook you wish to download again.
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I tried to open an Adobe eBook and got an error message reading 'Adobe Reader could not open "ebx.etd" 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 open an Adobe eBook with Adobe Reader 9. Adobe Reader 9 does not support the Adobe PDF eBooks available at this site. In order to use Adobe PDF eBooks, you must have Adobe Digital Editions or Adobe Reader 6 or 7 installed. Click here for system requirements and download instructions.
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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 Transaction ID and date of sale, as well as the title of the book you wish to download again.
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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 your download link. In your email, please provide your Transaction ID and date of sale, as well as the title of the book you wish to download again.
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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 7, my computer tries to install Microsoft Windows Journal Viewer. What should I do?
Some functionality of Adobe Reader 7 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 7 again.
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What happens to an eBook when I've finished reading it?
A downloaded title remains on your computer unless you manually delete it. My Bookshelf is a history of purchased titles maintained at this site. Titles can be re-downloaded using the My Bookshelf feature by clicking on the 'My Bookshelf' link.
(Please note that you will need to contact support to have the download links reactivated).
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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
- Transaction ID
- Date of sale
- Title(s) of problem eBook(s)
- Adobe Digital Editions or Adobe Reader version (Adobe Digital Editions, Adobe Reader 7, Adobe Reader 6. In Adobe Digital Editions, find this under Library > About Adobe Digital Editions In Adobe Reader 6 and 7, 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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