Adobe Community: Cannot activate Adobe Digital Edition 1.5

Currently Being Moderated

1. Jim Lester,

May 16, 2008 7:02 AM in reply to (Sheryl_Pittman)

Report

Sheryl,
Most likely your system clock (which is used for dating the request) is more than 6 hours off. If you reset your clock to the correct time this should fix the problem. Mea culpa on not coming up with a more friendly error message for this.

--
Jim Lester
Adobe Systems

|

Mark as:

Currently Being Moderated

2. (cathryn_cathryn),

May 21, 2008 6:39 PM in reply to (Sheryl_Pittman)

Report

Thanks!
I got exactly the same message when failing the activation. And I tried what you said changing the clock, but it just doesn;t work at all. What can I do? Thank you!

|

Mark as:

Currently Being Moderated

3. BWolfe [ADOBE],

May 22, 2008 10:41 AM in reply to (Sheryl_Pittman)

Report

Cathryn,

Try this:

Windows:
-- Close Digital Editions
-- Rename My Digital Editions folder to My Digital Editions Save.
-- Force a re-activation:
: Start->Run and type regedit
: Find: HKEY_CURRENT_USER\Software\Adobe\Adept
: Select Adept , Edit->Delete. This key will be deleted.
: Open Digital Editions and activate it using the same Adobe ID as before.
: Go to Library->Add Item to the Library and try to add the books from Saved My Digital Editions folder.

If this fails please post back here AND open a support case at http://www.adobe.com/support/contact.

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player
Adobe

|

Mark as:

Currently Being Moderated

4. (Misrak),

May 30, 2008 10:39 AM in reply to (Sheryl_Pittman)

Report

Adobe Digital Editions - activation problem

Get the following message as well:
E_ADEPT_REQUEST_EXPIRED http://adeactivate.adobe.com/adept/Activate

Tried the above suggestion, didn't work

What now?

|

Mark as:

Currently Being Moderated

5. BWolfe [ADOBE],

May 30, 2008 1:47 PM in reply to (Sheryl_Pittman)

Report

Misrak, please don't multiple post. Open a support web case!

|

Mark as:

Currently Being Moderated

6. (Rola_Al_Dhaybi),

May 31, 2008 12:30 PM in reply to (Sheryl_Pittman)

Report

Try to open your clock time then the time zone and check if the time on your time zone is the same as the country where you are. After adjusting the time try to activate again your Adobe Digital Editions.

|

Mark as:

Currently Being Moderated

7. (cathryn_cathryn),

Jun 6, 2008 8:23 AM in reply to (Sheryl_Pittman)

Report

Thank you.
Still doesn't work.
Cannot activate with same error information.
So cannot add in any book either coz activation is failed.

I have many important PDFs that must be opened by Digital Edition, although I never import those files into the DE library. It works when I use Adobe reader 7.0 I think, now I download a new reader it doesn't work.

Please help again, thank you!

Cathryn

|

Mark as:

Currently Being Moderated

8. BWolfe [ADOBE],

Jun 6, 2008 2:15 PM in reply to (Sheryl_Pittman)

Report

Did you open a support case? If not please do:
http://www.adobe.com/support/contact.

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player
Adobe

|

Mark as:

Currently Being Moderated

9. (betty_fisher),

Jun 10, 2008 3:02 PM in reply to (Sheryl_Pittman)

Report

I opened a support case the answer was to send me back here!
betty fisher

|

Mark as:

Currently Being Moderated

10. BWolfe [ADOBE],

Jun 11, 2008 1:25 PM in reply to (Sheryl_Pittman)

Report

Betty, I need your case number please. This circular reference is driving me crazy! That's not supposed to happen!!!

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player
Adobe

|

Mark as:

Currently Being Moderated

11. (betty_fisher),

Jun 11, 2008 3:12 PM in reply to (Sheryl_Pittman)

Report

Bentley,
My case # is 0200938282
If you have access to the responses I have gotten you will see that I am referred to 1 sites that don't exist 2 back to general information or 3 to custormer service who either hang up on me, put me on hold until I give up or go away or tell me to open a support case. Please help!!
Thanks,
Betty

|

Mark as:

Currently Being Moderated

12. (brian_t_manning),

Jun 13, 2008 3:34 AM in reply to (Sheryl_Pittman)

Report

any updates on this problem yet? tried all suggestions

|

Mark as:

Currently Being Moderated

13. BWolfe [ADOBE],

Jun 13, 2008 6:32 AM in reply to (Sheryl_Pittman)

Report

Betty,

I am very, very sorry about this. Unfortunately you opened a customer service case rather than a technical support case. And Customer Service isn't handling Digital Editions 1.5 questions correctly (I'm working on that...)

I've created a -new- case for you, a Technical Support case, #180243077. I've also asked one of our senior agents to take this case directly and work with you to resolve the issue.

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player
Adobe

|

Mark as:

Currently Being Moderated

14. BWolfe [ADOBE],

Jun 13, 2008 11:00 AM in reply to (Sheryl_Pittman)

Report

All,

I had some further discussion with Engineering around E_ADEPT_REQUEST_EXPIRED errors.

They've confirmed that all the errors they've seen of this type have been caused by:
a. incorrect system clock time
b. incorrect date
c. incorrect time zone (or some combination of all three)

So, if you're certain all three of those things are correct, PLEASE open a Technical Support webcase and post the case number back to this thread. I'll then talk to the agents about what to look for.

To open a Technical Support webcase, follow the 'Contact Technical Support' link on http://www.adobe.com/support/digitaleditions/.

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player/Digital Editions
Adobe

|

Mark as:

Currently Being Moderated

15. (brian_t_manning),

Jun 13, 2008 8:36 PM in reply to (Sheryl_Pittman)

Report

thanks Bentley for your help, i redid all you suggestions and it now works, i am in africa working, changed my time zones back to north america, changed date/time etc and it worked. I also removed the second clock that i had on vista gadgets and it worked.

thanks again

|

Mark as:

Currently Being Moderated

16. (adedayo_dada),

Jun 24, 2008 10:06 AM in reply to (Sheryl_Pittman)

Report

Hi Bentley,

I am a military personnel, have been having this same problem for the past few weeks now, was in state and now stationed in Germany.

Presently, I am doing my Master's degree, I called my college on many occasion, but they don't have a clue why I should have that error as well. They seems to be making life hard for me and told me series of technical problem with my computer or my ISP.

Since no help was rendered had to purchase a Hardcover textbook, so I took it upon myself, so had to come to your "USER to USER" forum.

All I did was what you enumerated, and It worked. Oops!!

Thanks very much, maybe your management needs to enlighten the so called college/university help desk. They don't know what they are talking about and stop pretending they are good at their job.

Many thanks.

Adedayo Malcom Dada

|

Mark as:

Currently Being Moderated

17. BWolfe [ADOBE],

Jun 26, 2008 2:43 PM in reply to (Sheryl_Pittman)

Report

Adedayo, I'm really happy to hear that this suggestion is working for you!

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player/Digital Editions
Adobe

|

Mark as:

Currently Being Moderated

18. (Manuel_Paulino),

Jun 27, 2008 5:45 PM in reply to (Sheryl_Pittman)

Report

Cannot activate Adobe Digital Edition 1.5

I was in process of downloading chapters 1 thru 3 from my schools web site, which I purchased then it ask me if wanted to download the new Adobe Digital Edition 1.5, which I did, then I went to open the file and I get the following message:
Error W_ADEPT_CORE_USER_CREDENTIAL_NOT_ FOUND. Document is licensed for a different user account.

|

Mark as:

Currently Being Moderated

19. BWolfe [ADOBE],

Jun 30, 2008 7:13 AM in reply to (Sheryl_Pittman)

Report

Manuel, open a support web case:
http://www.adobe.com/support/contact

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player/Digital Editions
Adobe

|

Mark as:

Currently Being Moderated

20. davemachews,

Jul 20, 2008 9:34 PM in reply to (Sheryl_Pittman)

Report

Bentley,

Where in c:\ drive will you name the "My Digital Editions" folder?

is it from the program files folder?

*-*-*-*-**-*-*-*-*-*-*-

-- Close Digital Editions
-- Rename My Digital Editions folder to My Digital Editions Save.
-- Force a re-activation:
: Start->Run and type regedit
: Find: HKEY_CURRENT_USER\Software\Adobe\Adept
: Select Adept , Edit->Delete. This key will be deleted.
: Open Digital Editions and activate it using the same Adobe ID as before.
: Go to Library->Add Item to the Library and try to add the books from Saved My Digital Editions folder.

|

Mark as:

Currently Being Moderated

21. (paula_payton),

Jul 21, 2008 10:12 AM in reply to (Sheryl_Pittman)

Report

I can't get the free trail to download to my system microsoft windows 2000. What am I doing wrong? I've tried everything. Called tech support, customer service with adobe and I'm told that there's no tech support or customer service for digital edition. I can't be this company would put out a product and there is no resolutions to support just downloading the free trail support, but this only solution is putting in a case management of messages. I think there should be a better solution then this. I need digital editions for my cd that I purchase from the college that I'm attending.

|

Mark as:

Currently Being Moderated

22. (paula_payton),

Jul 21, 2008 10:14 AM in reply to (Sheryl_Pittman)

Report

me too, no help, but fill out this message box.

|

Mark as:

Currently Being Moderated

23. BWolfe [ADOBE],

Jul 22, 2008 2:16 PM in reply to (Sheryl_Pittman)

Report

Dave: <<Where in c:\ drive will you name the "My Digital Editions" folder? >> It is in 'My Documents', which is: C:\Documents and Settings\<username>\My Documents on my XP box.. Regards, Bentley Wolfe Senior Support Engineer, Flash/Flash Player/Digital Editions Adobe

|

Mark as:

Currently Being Moderated

24. BWolfe [ADOBE],

Jul 22, 2008 2:19 PM in reply to (Sheryl_Pittman)

Report

Paula,

There is no phone technical support for Digital Editions. That is correct. All support is done via web case.

To open a Digital Editions 1.5 Technical Support case, please use the contact links at http://www.adobe.com/support/digitaleditions.

Now, I'm a little confused. There is NO trial version of Adobe Digital Editions. It's a free product, you just install it from http://www.adobe.com/products/digitaleditions.

So your request isn't clear to me at all, sorry. If you can help me understand it I'll try to help.

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player/Digital Editions
Adobe

|

Mark as:

Currently Being Moderated

25. (AC_Rodgers),

Jul 26, 2008 2:35 PM in reply to (Sheryl_Pittman)

Report

Hello,

I have Windows Vista and I installed Adobe Digital Editions manually as instructed by your website, but when I try to run the program, I get this error: E_ADEPT_IO ActivationServiceInfo Error%20#2032 Can you help with this?

|

Mark as:

Currently Being Moderated

26. BWolfe [ADOBE],

Jul 28, 2008 11:43 AM in reply to (Sheryl_Pittman)

Report

AC, please open a support case.

To open a Digital Editions 1.5 Technical Support case, please use the contact links at http://www.adobe.com/support/digitaleditions.

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player/Digital Editions
Adobe

|

Mark as:

Currently Being Moderated

27. (Kenn_Flee),

Aug 5, 2008 7:28 PM in reply to (Sheryl_Pittman)

Report

At "http://www.adobe.com/products/digitaleditions/#download" there is a choice to "Install Digital Editions 1.5". When I select that, a file named "digitaleditions1x5_win_sgn.z" is downloaded. What am I supposed to do next with that file? I am getting very frustrated. Thanks for any help... Kenn Flee

|

Mark as:

Currently Being Moderated

28. (Kenn_Flee),

Aug 5, 2008 7:34 PM in reply to (Sheryl_Pittman)

Report

At "http://www.adobe.com/products/digitaleditions/#download" there is a choice "Install Digital Editions 1.5". I choose that and a file named "digitaleditions1x5_win_sgn.z" is downloaded to my computer with Internet Download Manager. What am I supposed to do next with that downloaded file?

I am very confused and frustrated. Any help is appreciated.

Kenn Flee (sorry about the multiple posts)

|

Mark as:

Currently Being Moderated

29. BWolfe [ADOBE],

Aug 6, 2008 7:16 AM in reply to (Sheryl_Pittman)

Report

Kenn,

You're -not- supposed to get an actual download file when you visit that page. What's supposed to happen is this:
-- there is a small Flash SWF 'badge' installer. That's what contains the 'install' button
-- when you click install, Flash Player is supposed to download that file in the background, compare it to our server to be sure it's got the correct digital signature and if it matches, run it.
-- if the install is successful then Digital Editions 1.5 launches

All this happens without any user interaction other than clicking 'install'.

So you're using this tool? http://www.internetdownloadmanager.com/ ???

My guess is that the download manager is actually breaking the process.

So my suggestion to you is, can you turn internet download manager off and retry the Digital Editions install? Then post back..

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player/Digital Editions
Adobe

|

Mark as:

Currently Being Moderated

30. (James_Maclory),

Aug 18, 2008 1:05 AM in reply to (Sheryl_Pittman)

Report

I'm struggling on this question too!

|

Mark as:

Currently Being Moderated

31. (Yatin1977),

Aug 21, 2008 9:38 PM in reply to (Sheryl_Pittman)

Report

HI, I have recently purchsed an ebookes from Ebooks.com
Alos installed ADE successfully. when i try to download the ebooks i get an error meesgege.. regarding the manifest file.. so then I tried activating the ADE.. but it only goes to activation popup and doesnot happen any thing.. SO i tried dowloading the activation patch.. but then i got some error message.
Please help

|

Mark as:

Currently Being Moderated

32. (Aneta),

Sep 4, 2008 2:03 PM in reply to (Sheryl_Pittman)

Report

Hi,
I have recently downloaded the software and purchased 3 books. I cannot open them up though because I get the following message:

Adobe DRM Error
System: 7
State: 4
Class: 5
Code: 31
Message:

Your Adobe software could not be activated.
HTTP error on Adobe DRM Activator request.
Adobe DRM Activator error.
Client Code: 31 - HTTP Code: 556
Fault location: 5
--- end ---

I tried to authorize my computer, turned the firewall off, but no results. Have no idea what to do. Any ideas?

Aneta

|

Mark as:

Currently Being Moderated

33. BWolfe [ADOBE],

Sep 5, 2008 12:41 PM in reply to (Sheryl_Pittman)

Report

Http code 556 means that the webservice SOAP response from our activation server is getting mangled on it's way back to your machine (HTTP_STATUS_X_SOAP_HTTP_ERR_556)

Are you on Mac or Windows?

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player/Digital Editions
Adobe

|

Mark as:

Currently Being Moderated

34. (Barry_Charnley),

Sep 6, 2008 6:37 AM in reply to (Sheryl_Pittman)

Report

I've had exactly the same problem as AC Rogers (July 26)with an E_ADEPT_10 ActivationServiceInfo Error%20#2032
I'm in the UK and we're relatively new to e-books - looks as if none of the earlier glitches with this software have been fixed yet.
I've logged with the support link but are there any quick fixes?

|

Mark as:

Currently Being Moderated

35. (jim_sturtz),

Sep 6, 2008 11:41 AM in reply to (Sheryl_Pittman)

Report

i am trying to get an adobe id for use w/ digital editions, in order to purchase an ebook. the link comes back that the site is down for maintenance. do we know how long this will be? thanks. jim.....

hmm, my roboform popped up when i tried to save and implied i had an id/pword with adobe. i used them and the digital activation happened. seems i fortunately had registred w/ adobe previously.

|

Mark as:

Currently Being Moderated

36. (Aneta),

Sep 7, 2008 11:46 AM in reply to (Sheryl_Pittman)

Report

>Http code 556 means that the webservice SOAP response from our activation server is getting mangled on it's way back to your machine (HTTP_STATUS_X_SOAP_HTTP_ERR_556)

>Are you on Mac or Windows?

In reference to post # 31 and 32.

Hi and thanks for a prompt reply.
I am on Windows HP, Home Edition, Version 2002, Service Pack 2; More on it: Microsoft Windows Version 5.1 (Build 2600 xpsp_sp2_gdr.050301-1519:Service Pack 2)

Computer Info: Toshiba Satellite; Intel (R) Celeron (R) M, processor 1.50 GHz, 504MB of RAM

Computer Locale: USA
Time Zone W.European Daylight Time
Avail. Phys Memory 90.76 MB
Avail Virtual Memory 1.96 MB

Please let me know if you need more information.

Thanks!

Aneta

|

Mark as:

Currently Being Moderated

37. (Aneta),

Sep 8, 2008 8:40 AM in reply to (Sheryl_Pittman)

Report

May I please get help on that quickly?...I NEED to read my books asap!Very important....

Thank you very much

Could uninstalling and installing of the software help?

Aneta

|

Mark as:

Currently Being Moderated

38. BWolfe [ADOBE],

Sep 8, 2008 1:08 PM in reply to (Sheryl_Pittman)

Report

I can't guarantee a response on the forums Aneta.. Sorry (they're peer-to-peer and my time here is voluntary.. ) I do my best but it's always best to open a support case..

Uninstalling will not help.

The most likely cause on Windows is a firewall or some security application preventing our activation server from getting it's response to you.. Basically the same things written about in this technote:
http://www.adobe.com/go/kb402747

Also your time zone may be a problem.. If you're in the US then you may need to set the time zone to your current local time zone (incorrect time zones cause the server to block activations)

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player/Digital Editions
Adobe

|

Mark as:

Currently Being Moderated

39. (Michael_Siebenborn),

Nov 8, 2008 7:56 AM in reply to (Sheryl_Pittman)

Report

Bentley,

I had the same problem as described by the other postings. Timezone and clocksettings are ok. The regedit workaround didnt fix it.
I found out, that the problem only occurs when ADE is installed via Firefox Browser. Installation with IE works fine.
This is poor, but at least it solved the problem for me.

Maybe this is helpful for anyone with this problem.

Kind regards,
Michael

|

Mark as:

Adobe Digital Editions

Cannot activate Adobe Digital Edition 1.5

May 15, 2008 8:55 AM

More Like This

Bookmarked By (0)