Download of eBook not Complete, Help!

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

Attempt to download the title again. To download titles again…

  1. Login to your library account.
  2. Click the ‘My eMedia Shelf’ link.
    The titles you currently have checked out are displayed.
  3. Click the title’s ‘Download’ link.
    Adobe Digital Editions downloads the title.

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 eBook.

My eBook Won’t Download, Help!

When I try to download an eBook, Adobe Digital Editions opens but the eBook does not download.  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 the temporary Internet files and attempt the download again as follows…

On Windows…

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. Select the ‘General’ tab.
  4. Click the ‘Delete…’ button under the ‘Browsing history’ heading.
    The ‘Delete Browsing History’ dialog box is displayed.
  5. Uncheck all of the check boxes except for ‘Temporary Internet Files’.
  6. Click the ‘Delete’ button.
    The temporary Internet files are deleted.
  7. Click the ‘OK’ button to close the ‘Internet Options’ dialog box.
  8. 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. Select the ‘General’ tab.
  4. Click the ‘Delete…’ button under the ‘Browsing history’ heading.
    The ‘Delete Browsing History’ dialog box is displayed.
  5. Click the ‘Delete files…’ button.
  6. Click the ‘Yes’ button to confirm the deletion of the temporary Internet files.
    The temporary Internet files are deleted.
  7. Click the ‘Close’ button to close the ‘Delete Browsing History’ dialog box.
  8. Click the ‘OK’ button to close the ‘Internet Options’ dialog box.
  9. Attempt the 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 the temporary Internet files.
    The temporary Internet files are deleted.
  7. Click the ‘OK’ button again to close the ‘Internet Options’ dialog window.
  8. Attempt the 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.
    The temporary Internet files are deleted.
  7. Click ‘OK’ to close the ‘Options’ dialog box.
  8. Attempt the 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’.
    The temporary Internet files are deleted.
  5. Click the ‘OK’ button again to close the ‘Privacy’ dialog box.
  6. Attempt the download again.

On Mac…

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.
    The temporary Internet files are deleted.
  4. Attempt the download again.

If you are using Firefox 2.0 (or newer)…

  1. Launch Firefox.
  2. Go to Tools > Clear Private Data.
    The temporary Internet files are deleted.
  3. Attempt the download again.

Error: E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER’

I got the error message ‘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. Enter the email address and password for your Adobe ID.
  4. Click ‘Activate’.
  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.

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.

For more information on activating Adobe Digital Editions with an Adobe ID, click here.

‘Adobe® Reader could not open “urllink.acsm”

I got the error message ‘Adobe® Reader could not open “urllink.acsm” 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 download an Adobe eBook with Adobe Reader. In order to download Adobe eBooks from the library, you must have Adobe Digital Editions installed. For Adobe Digital Editions system requirements and download instructions, click here.

A file named ‘urllink.acsm’

Instead of the eBook I expected, I downloaded a file named ‘urllink.acsm’.  What should I do?

If you have Adobe Digital Editions installed, you can open the ‘urllink.acsm’ file as follows…

  1. 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.

To ensure that Adobe Digital Editions opens ‘urllink.acsm’ files automatically in the future, you can adjust your computer’s file associations. The steps taken to adjust file associations vary by operating system…

On Windows 7 and Windows Vista…

  1. Click Start > Control Panel > Default Programs > Associate a file type or protocol with a program.
    The ‘Associate a file type of protocol with a program’ window 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’.
    Adobe Digital Editions is now set to open ACSM files.

On Windows XP and Windows 2000…

  1. Open ‘My Computer’ and select Tools > Folder Options.
    The ‘Folder Options’ dialog box is displayed.
  2. Select the ‘File Types’ tab.
  3. Select ‘.acsm’ and click the ‘Change’ button.
    A list of programs is displayed.
  4. Select ‘Adobe Digital Editions’.
  5. Click ‘OK’.
    Adobe Digital Editions is now set to open ACSM files.

On Mac®…

  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 ‘Other…’.
    A list of programs is displayed.
  3. Select ‘Adobe Digital Editions’.
  4. Check the ‘Always Open With’ checkbox.
  5. Click the ‘Add’ button.
  6. Close the ‘urllink.acsm Info’ window.
    Adobe Digital Editions is now set to open ACSM files.