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General Troubleshooting FAQ's

• Where are Adobe Reader e-books 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 e-book does not completely download?
   
• When I try to download my e-book, Adobe Reader opens but my e-book does not open.  What should I do?
   
• Instead of the e-book I expected, I downloaded a file named 'ebx.etd'.  Where is my
  e-book?
   
• 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 are the system requirements for operating Adobe Reader?
  
   

• Where are Adobe Reader e-books stored on my computer?
   
• If you are using Adobe Reader 6...
   
• On a Windows OS, e-book PDF files are stored in My Documents > My eBooks.
  
   
• On a Mac OS, e-book PDF files are stored in Documents > eBooks.
  
   
• Note that you can access your e-books directly through Adobe Reader 6. Go to File > My    Bookshelf to display your e-books. 

• If you are using Adobe Reader 7...
   
• On a Windows OS, e-book PDF files are stored in My Documents > My Digital Editions.
  
   
• On a Mac OS, e-book PDF files are stored in Documents > Digital Editions.
  
   
• Note that you can access your e-books directly through Adobe Reader 7. Go to File > Digital Editions > My Digital Editions to display your e-books. 

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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. To review operating systems on which Adobe Reader runs, click here.

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• What should I do if my Adobe Reader e-book 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 e-book will be displayed, reading 'Double-click to download "title of your e-book"'.  Double-click this placeholder image to resume the download.

  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 e-book will be displayed, reading 'Double-click to download "title of your e-book"'.  Double-click this placeholder image to resume the download.

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• When I try to download my e-book, Adobe Reader opens but my e-book does not open.  What should I do?
   
• This behavior can be indicative of 1 of 2 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:
  
  If you are using Internet Explorer on a Windows OS...

  1. Launch Internet Explorer.
      
  2. Go to Tools > Internet Options.
     The 'Internet Options' dialog box is displayed.
      
  3. Click the 'Delete Files' button.
     The 'Delete File' dialog box is displayed.
      
  4. Click the 'OK' button to confirm the deletion of your temporary Internet files.
      
  5. Click the 'OK' button again to close the Internet Properties dialog window.
      
  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 a Mac OS...
   
  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 Netscape...
   

  1. Go to Edit > Preferences.
     The 'Preferences' dialog box is displayed.
      
  2. Under the 'Advanced' category, click on the 'Cache' section.
      
  3. Click the 'Clear Disk Cache' button, then click the 'OK' button to confirm the deletion of your temporary Internet files.
      
  4. Close the 'Preferences' dialog box.
      
  5. 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 e-book, your computer's settings must be adjusted to associate the .etd file type with the Adobe Reader program.  Please follow the steps below.

  For Microsoft Operating Systems:
   

  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', then click the 'OK' button. 
      
  5. Connect to the Internet, then right-click the ebx.etd file you downloaded. 
      
  6. Select 'Open With', and indicate Adobe Reader.  This action will launch Adobe Reader and start the download of your e-book.

  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'.
      
  3. Select the 'Always Open' function so that going forward, the .etd file type will always open in Adobe Reader.
      

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• Instead of the e-book I expected, I downloaded a file named 'ebx.etd'.  Where is my e-book?
   
• This typically indicates that you did not install Adobe Reader before you attempted to download your e-book.  Click here for instructions on downloading and activating Adobe Reader.  Once you have downloaded and activated Adobe Reader, make sure you are connected to the Internet and right-click the ebx.etd file.  Select 'Open With', and indicate Adobe Reader.  This action will launch Adobe Reader and start the download of your e-book.

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

  For Microsoft Operating Systems:
   

  1. Open to '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', then click the 'OK' button. 
      
  4. Connect to the Internet, then right-click the ebx.etd file you downloaded. 
      
  5. Select 'Open With', and indicate Adobe Reader.  This action will launch Adobe Reader and start the download of your e-book.

   

  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'.
      
  3. Select the 'Always Open' function so that going forward, the .etd file type will always open in Adobe Reader.
      

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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.

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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.