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Troubleshooting


Why do I get a file with the extension .acsm when I download an eBook?
When you start to download an Adobe eBook a small file with the extension .acsm is first downloaded. This file is used by Adobe Digital Editions to send the activation ID to the delivery server which will use that ID to generate an encrypted eBook, which is then downloaded to your PC. Downloading this file should cause Adobe Digital Editions to open.

If Adobe Digital Editions does not open, or if your computer is asking you where to save the .acsm file, it may be that Adobe Digital Editions is not installed correctly or not yet authorized. Please ensure that Adobe Digital Editions is installed and that you have authorised it by using an Adobe ID.

Open the 'urllink.acsm' file as followsꉉ

  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 the file associations of your computer so that Adobe Digital Editions 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 e-mail support [insert link]. In your email, please provide us with your transaction ID and date of sale as well as the title of the eBook that you wish to download again.

In order to adjust the file associations for your computer to enable Adobe Digital Editions to open ACSM files:

For Windows Vistaﳴrong>
  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 Editions좲>   a. Browse to 'C:\Program Files\Adobe\Adobe Digital Editions and select 'digitaleditions.exe'
      b. 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 XPﳴrong>
  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 MacintoshTM operating systemsﳴrong>
  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.
When I tried to download an Adobe eBook for the second time, I received the error message "Error getting license/License server communication problem: E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER". What should I do to download my eBook?

In order to download the same Adobe eBook to multiple computers, you must have Adobe Digital Editions installed and activated with the same Adobe ID on each computer.

To activate Adobe Digital Editions using an Adobe IDꉉ
  1. Open Adobe Digital Editions.
  2. Select Library > Authorize Computer좲>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 that you downloaded before you activated your Adobe Digital Editions with an Adobe ID, will no longer work.

Also note that because of the DRM restrictions, you are not able to download an eBook to a computer that is activated with a different Adobe ID than the one you used to originally download the eBook. If you didn't have Adobe Digital Editions activated with an Adobe ID when you first downloaded your eBook, you will thus be unable to download the eBook to any other computers, or again to the same computer after activating Adobe Digital Editions with and Adobe ID.

What should I do if the download of my Adobe eBook has not completed?
The links to all the eBooks that you have purchased from K53-Test are available under "My Purchased eBooks". Simply do there and download your eBook again.

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 because one or more of your computer's system settings are incorrect. Your computer's date, time zone, and clock time need to be accurate in order for Adobe Digital Editions to work properly. Please verify that these settings are correct and then attempt to use Adobe Digital Editions again.

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After downloading an eBook, Adobe Digital Editions opens up, but the eBook does not open. What should I do to open my eBook?
This may occur because you have not upgraded to the latest version of Adobe Digital Editions. To download the latest version, click here

If you have installed the latest version of Adobe Digital Editions, your browser's temporary Internet files may be too full to process the download. In order to clear your temporary Internet files:

For Microsoft Operating Systems:

If you are using Internet Explorer 8.0ꉉ
  1. Launch Internet Explorer.
  2. Go to Tools > Internet Options.
    The 'Internet Options' dialog box is displayed.
  3. On the 'General' tab, click the 'Deleteࢵtton 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. When you need prom dresses online.
If you are using Internet Explorer 6.0ꉉ
  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)ꉉ
  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 Nowࢵtton.
    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 1.5ꉉ
  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 3.0 (or newer)ꉉ
  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)ꉉ
  1. Launch Firefox.
  2. Go to Tools > Clear Private Data.
  3. Attempt to download again.
When opening Adobe Digital Editions, I get the message 'Error contacting authentication server'. Now what?

This error may occur because the activation site is busy, or because Adobe Digital Editions cannot connect to the Internet. Please ensure that you are connected to the Internet, and that your security settings are allowing Adobe Digital Editions to access the Internet.
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