1 2 3 Previous Next 94 Replies Latest reply on Sep 3, 2017 11:44 AM by stephenf87951583

    Oops!  This document couldn't be opened.

    javastop

      I am very frustrated with Adobe Digital Editions at this time.  When trying to read a book from my library on my ereader (Kobo Glo) I continue to get the message "Oops! This document couldn't be opened.  This document is protected by Adobe Digital Rights Management (DRM) and is not currently authorized for use with your Adobe ID.  Please sign-in with the authorized Adobe ID and try again."

       

      I have followed all of the instructions and I have even reinstalled the app onto my computer.  When I check the authorization it is attached to my library card.  Can someone please help me.  I have several books checked out at this time and cannot read them on my ereader.

       

      Thank you

        • 1. Re: Oops!  This document couldn't be opened.
          Prabhanjan Level 1

          As the error says, you need to use the same Adobe ID with which you downloaded the book. Re authorize your reader with the proper Adobe ID. Hope this helps.

          • 2. Re: Oops!  This document couldn't be opened.
            javastop Level 1

            Thanks but I have reauthorized and it still doesn't work.

            • 3. Re: Oops!  This document couldn't be opened.
              javastop Level 1

              I really wish someone would address this issue.  I have reloaded everything and all my passwords/Adobe ID match.  Can someone from Adobe please respond?

              • 4. Re: Oops!  This document couldn't be opened.
                javastop Level 1

                I STILL cannot read my ebooks as I continue to get this message.  My local library has also been trying to help me but NO ONE will answer us.  I am so thoroughly frustrated with Adobe Digital Editions - will someone from Adobe please help.

                • 5. Re: Oops!  This document couldn't be opened.
                  Prabhanjan Level 1

                  Could you please mention the exact steps that you followed?

                  Did you fulfill the book on Kobo and then try to open it in Digital Editions or the other way round?

                  • 6. Re: Oops!  This document couldn't be opened.
                    javastop Level 1

                    The other way around.

                    • 7. Re: Oops!  This document couldn't be opened.
                      bhaugen Level 1

                      Is the Kobo glo you are using, using the same Adobe ID that your Digital Editions application is using?

                      • 8. Re: Oops!  This document couldn't be opened.
                        Processing Content

                        I followed the advice on a similar post:  Factory reset your kobo.  Go to menu icon on top right of kobo screen.  Click settings.  Click Device Info.  Click Factory Reset.  Worked for me too.  Good luck.

                        • 9. Re: Oops!  This document couldn't be opened.
                          1978jlaugh

                          I am having this problem too and I have tried doing a factory reset, de authorising both my device and my computer in ADE as well as deleting all the files and starting all over again.  Nothing seems to be working?

                          • 10. Re: Oops!  This document couldn't be opened.
                            Sharad Vatsa Employee Moderator

                            Hi,


                            We reviewed the issue you reported and have been able to identify that the KOBO reader uses an older version of RMSDK and hence, it is unable to validate the user account activated through the newer version of ADE.

                            However, we have also a workaround that may help you overcome this issue.

                             

                            Kindly follow the below suggestion and let us know if this helps in resolving this issue:

                             

                            1. Download ADE 3.0 from the following URL -  http://www.adobe.com/support/digitaleditions/downloads.html
                            2. Install ADE 3.0 on your computer.
                            3. Connect the KOBO reader in ADE 3.0
                            4. Activate KOBO using ADE 3.0
                            5. Now you can transfer and reader books

                             

                            Please try this and let us know in case you face any issues.

                             

                            Regards,

                            Sharad

                            2 people found this helpful
                            • 11. Re: Oops!  This document couldn't be opened.
                              1978jlaugh Level 1

                              Hi There,

                               

                              I tried downloading ADE3.0 and activating my kobo on ADE 3.0 as you suggested.  However, I am still getting the same error when I try to open the book in my Kobo.

                               

                              Best Regards,

                              JL

                              • 12. Re: Oops!  This document couldn't be opened.
                                DOMIC1

                                Thanks. This worked for us. It remembered the computer and device activation, however. I needed to hit Ctrl+Shift+D to de-authorize the computer before it would work. OverDrive | How to deauthorize Adobe Digital Edition...

                                 

                                I also erased all the ebooks that I had already downloaded.

                                • 13. Re: Oops!  This document couldn't be opened.
                                  DTerceros

                                  I have the same issue.  I downloaded the 3.0 version and now I get a different message.  It won't even let me copy the book to my kobo - it says I don't have permission to copy the book.  This is very frustrating.

                                  • 14. Re: Oops!  This document couldn't be opened.
                                    GurvA Level 1

                                    Hi I was getting the same message on my Kobo touch when I tried to open library books (This document is protected by Adobe Digital Rights Management (DRM) and is not currently authorized for use with your Adobe ID.  Please sign-in with the authorized Adobe ID and try again).  After reading a few posts on this issue, I did the following:

                                    - make sure you have Adobe 3.0

                                    - deauthorize the computer using the instructions from their site (OverDrive | How to deauthorize Adobe Digital Edition...)

                                    - get a book from the library book

                                    - when prompted, open using ADE (or download- I just said open instead of download)

                                    - when you try to open the book in ADE, it'll ask you to authorize computer

                                    - I put in my authorization (the same as my Kobo) then transferred the book to my Kobo.

                                    - I was then able to open my library book in my Kobo!

                                    YAY!

                                    4 people found this helpful
                                    • 15. Re: Oops!  This document couldn't be opened.
                                      camyel

                                      MAke sure you have Adobe Digital Edition 3.0

                                      • 16. Re: Oops!  This document couldn't be opened.
                                        dannyboysmithson

                                        Thanks for that. Following your instructions carefully, I was finally able to successfully download a library book and open it on my Kobo! I have to say I spent several hours trying to resolve this, including a visit to the Kobo expert at the store I where I bought the Kobo and my local library, as well as hours at home trying to fix this stupid buggy problem. It's clear that this is primarily a problem with ADE and I'm pretty annoyed at Adobe for this mess. If you're going to dominate the market with software designed to prevent "theft" of digital books (which, btw, doesn't really benefit the people who actually write books but is great for corporate bottom lines), then it behooves you to: 1. Make sure your software is backwards compatible with the devices and other software it interfaces with, 2. See to it that very clear troubleshooting instructions are available and easily found (when you go to Adobe's troubleshooting page ADE is not even an option among the various Adobe products to select, and you *must* select one, forcing you to go to a page you know is wrong. Oh, and you can not use your browser button to go back. You're trapped!) 3. When someone has a problem with your software and asks for help on your site, don't take 5 months for an official response, especially when that response is incomplete as seen in the thread above, initiated with a question by javastop in June and answered by Sharad Vatsa in November.


                                        Or, you can do what Adobe is doing now and make everyone hate you.

                                        • 17. Re: Oops!  This document couldn't be opened.
                                          DTerceros Level 1

                                          Thank you so much!  I have been trying to do this all day and was getting more frustrated by the minute!  Following your instructions it worked!  I don't understand why we have to use an old version of ADE but whatever works I guess....

                                          • 18. Re: Oops!  This document couldn't be opened.
                                            georgeh30549 Level 1

                                            I thought I would just reply and say that in June 2015 this issue still exists, and the steps outlined above still seem to apply. I'll add some notes from my own experience since this DRM error was the 2nd in a line of problems I had (I'm on a Mac running Maveriks).

                                             

                                            I had been on Digital Editions 4.0 for a while without any problems, had used it to transfer 6 or so acsm files from the library to my Kobo.  My most recent book however, caused ADE to crash when I tried to add it to the library. After re-opening ADE I found the book was listed under all items, but when trying to transfer it to the Kobo it would crash again. 

                                             

                                            I checked and found a newer version of ADE 4.0 was available so I upgraded to it.  This actually fixed the crash so I thought my problems were over. However, after transferring the book to my Kobo, I started getting the "Oops" error message from this thread.

                                             

                                            After uninstalling 4.0 and downgrading to 3.0, when trying to copy the book to my device, I started getting a "CE_COPY_NOT_ALLOWED" message.

                                             

                                            I tried de-authing the Kobo and re-authing it, but that didn't help. Ultimately I followed the steps here:

                                            Activation errors

                                             

                                            This _finally_ fixed the problem. So it really seems like ADE 3.0 is what you have to run if you want to consistently be able to transfer media to a Kobo device. 

                                             

                                            This isn't even an exhaustive list of everything I tried.  In between I got other error messages, did a factory reset of the Kobo and basically frigged around with it for several hours. 

                                             

                                            So yeah - nothing secures copyrighted content better than ensuring NO ONE can use it easily.  Maybe one day publishers and authors will realize the "cure" of DRM is worse than the "disease" of so-called-piracy. 

                                            1 person found this helpful
                                            • 19. Re: Oops!  This document couldn't be opened.
                                              LesBruns

                                              Hi Sharad;  I followed your instructions, as well as deauthorizing my computer and kobo and reauthorizing them again. ADE indicated the reauthorization was successful on both devices, however, I still get the same "oops, this document cannot be opened ... protected under DRM..." message. The public library as well as kobo has indicated this is a problem within ADE (using version 3.0 as you indicated). I really hope you see this message and are able to respond soon.

                                              Thank you.

                                              • 20. Re: Oops!  This document couldn't be opened.
                                                LesBruns Level 1

                                                javastop Were you ever able to solve the problem on your own? I'm stuck in the same predicament right now.

                                                • 21. Re: Oops!  This document couldn't be opened.
                                                  Sharad Vatsa Employee Moderator

                                                  Hi,

                                                   

                                                  Would you be able to try installing the latest version of Adobe DIgital Edition by clicking here - Download | Adobe Digital Editions and check if that fixes it for you.

                                                  This issue has been fixed in the latest build.

                                                   

                                                  Regards,

                                                  Sharad

                                                  • 22. Re: Oops!  This document couldn't be opened.
                                                    jackieb10890080

                                                    Just wanted to say thank you.  Your advice worked -- after I'd spent hours trying every other configuration and approach.  Almost gave up because I kept getting the "oops" error, but when I restarted the e-reader for the umpteenth time (in desperation) it finally worked.

                                                     

                                                    What horrible, horrible software, and what an utter waste of time.  Thanks for helping put me on the right track.

                                                    • 23. Re: Oops!  This document couldn't be opened.
                                                      jackieb10890080 Level 1

                                                      I tried installing the latest version, Sharad, and it did not fix the authorization problem.  After much fiddling, 3.0 finally worked. Thanks for trying to help, though -- as you can see, it's been an extraordinarily frustrating process for many of us.

                                                      • 24. Re: Oops!  This document couldn't be opened.
                                                        kevinm3284384

                                                        Same issue. The only thing that worked for me was going back to ADE 3 - it simply does not work in ADE 4 and I tried everything I could think of.

                                                        The version of ADE 4 I used was downloaded from the Adobe website on Aug 15, 2015.

                                                        • 25. Re: Oops!  This document couldn't be opened.
                                                          lindan56251718

                                                          This worked for me, had to do exactly what georgeh30549 said. Had to downgrade versions, then delete registry then reactivated. Thanks for this, definitely frustrating!

                                                          • 26. Re: Oops!  This document couldn't be opened.
                                                            meggiet10376980

                                                            Thank you very much, after hours spent to find a solution, I almost gave up. I am so glad that I came across your post!

                                                            • 27. Re: Oops!  This document couldn't be opened.
                                                              kicsikiskatika

                                                               

                                                              Yes, it is a very frustrating situation and very time consuming.

                                                              We have two Kobo Glo an older version bought a couple of years ago and a brand new one.  I had the hardest time to be able to download and open digital books from Toronto Library. 

                                                              Long story make short, after trying numerous suggestions and failing.

                                                              This is what worked for me:

                                                              Using Adobe digital reader 4th edition I  un-authorized my computer. (4th is the only edition where the option of authorizing is available)

                                                               

                                                              After un-authorizing my computer in digital 4 edition. I uninstalled this version and downloaded an older version (digital 2 edition) authorized my computer and voila finally we are able to use both Kobo Glo.

                                                               

                                                              I’m curious if it worked for anyone? Please let me know.

                                                               

                                                               

                                                               

                                                              • 28. Re: Oops!  This document couldn't be opened.
                                                                helend42611668

                                                                I had the exact same problem and tried everything - uninstalled and re-installed both Adobe Digital Editions and Kobo desktop, signed in and out on my kobo, factory re-set my kobo, and downgraded to ADE 3.0. When I did this last step it wouldn't even let me download books to ADE, let alone onto my Kobo, so I re-installed the 4.0 version. I kept trying different things for hours and finally this is what ended up working: I unauthorized my computer on ADE 4.0, then uninstalled it and installed the 3.0 version. I authorized my computer on this version and it worked. It didn't work the first time I tried 3.0 because I hadn't first unauthorized it in 4.0. It's ridiculous that this many people are having the same problem with the program and nothing seems to have been done to fix it. So so frustrating!

                                                                • 29. Re: Oops!  This document couldn't be opened.
                                                                  javastop Level 1

                                                                  Thanks for the info.  I had given up but am trying again.  Now I have a different issue and cannot deauthorize my computer.  Round and round we go.

                                                                  • 30. Re: Oops!  This document couldn't be opened.
                                                                    javastop Level 1

                                                                    No - its almost a year later and I still cannot successfully read a book on by ereader.  I have followed all of the instructions and it still doesn't work.  Would be nice if 1) someone from Adobe would answer my posts and 2) have a product that can actually be used.

                                                                    • 31. Re: Oops!  This document couldn't be opened.
                                                                      smudges

                                                                      THANK YOU.  And thank you to everyone else who identified the issue of needing to use Adobe Digital Editions 3.0. I was using the newest edition (4.5). It was not working no matter what I tried and I was getting incredibly frustrated.

                                                                       

                                                                      As a further note (in case this is helpful to anyone): once I had downloaded Adobe Digital Editions 3.0 and successfully opened a library book on my Kobo Glo HD, I couldn't change the font size. I was fiddling around and noticed that my dictionaries hadn't been downloaded post factory reset (an earlier attempt to fix the digital editions problem). So I pressed the sync button and a dialogue box opened saying that an update had to be completed to finish the sync. After the update, I could change the library book font.

                                                                       

                                                                      ETA: also thank you to helend42611668, for the advice about deauthorizing on version 4.0 before switching to 3.0.

                                                                      • 32. Re: Oops!  This document couldn't be opened.
                                                                        maureenhutch Level 1

                                                                        Actually this fix works in 4.5 as well.  Just to clarify, here is what I did....

                                                                         

                                                                        If you’re having trouble getting library books on a kobo (quite probably a new one because changing things typically causes problems), try deleting all authorizations - (on both your computer and on your ereader, but keep the ereader connected via the USB.) 

                                                                        Next, go to your public library website and get a NEW book - (something about trying to open a book that you already took out somewhere, causes a glitch - for example if you previously opened a book on a tablet or phone, then that’s it - it's extremely unlikely that you will be able to open it elsewhere, so make sure it is a newly borrowed book. If you are out of new borrows, because the limit is usually 10 books per library user, then use adobe to return a book, close and reopen adobe so that the return definitely happens.).  Download the new book to your saving spot,  and click it to make it open in adobe digital editions:  Adobe will then PROMPT YOU for the authorization. Use the drag down menu to find your library’s license type: for me it is Overdrive. Then enter your (Overdrive) email address and password. This should cause the book to open AND it also should cause your connected ereader to become authorized at the same time.  Click the back button at the top to get the book to close, then click your ereader, and then it’s gear sign to look to see if your ereader got automatically authorized (as it did for me). Even if it is not authorized, try dragging the new book onto it.  This should work immediately , or perhaps it will ask for the authorization again.  You can then click on the ereader's name on the left (not on all items) and see if you can open the book as it sits in the ereader area.  If it opens there, you should be good.

                                                                        • 33. Re: Oops!  This document couldn't be opened.
                                                                          smudges Level 1

                                                                          The issue I was having is that Adobe Digital Editions was not prompting me for authorization and when I went in to do it manually I authorized under my Adobe ID and not with an Overdrive account, as this is what all Kobo instructions that I found said to do. Maybe creating and Overdrive account and authorizing with that would have been the key, but since 3.0 is working for me I don't think I'm going to mess with it haha.

                                                                          • 34. Re: Oops!  This document couldn't be opened.
                                                                            maureenhutch Level 1

                                                                            Maybe one needs to close ADE 4.5 after deleting all authorizations and re-open it?  As a kind of reset.  Also make sure absolutely NO authorizations are showing up.  Not sure why the fix finally worked for me, but it did, with ADE 4.5 prompting me for authorization (and included a MUCH longer list of licensees on the drop-down menu --- had to really hunt for the Overdrive one).

                                                                            • 35. Re: Oops!  This document couldn't be opened.
                                                                              suzannee79630781

                                                                              I am getting very frustrated, too.  I downloaded ADE 4.5 on Sunday, and have now spent close to 3 hours installing 3.0, 4.0, factory reset, trying to get ANY version of ADE to let me even check if my Kobo Aura is authorized using the little gear button.  This issue has been happening since 2014.  Why has it not been fixed yet????

                                                                              Where do I find the Authorization button.

                                                                              • 36. Re: Oops!  This document couldn't be opened.
                                                                                suzannee79630781 Level 1

                                                                                I gave it one last try.

                                                                                Closed everything down.

                                                                                Borrowed a new book from local library (Overdrive) onto ADE 4.0

                                                                                Connected Kobo Aura

                                                                                Downloaded new book to Kobo

                                                                                Now both the new book and the one I borrowed yesterday open.

                                                                                 

                                                                                Success.

                                                                                I really think there should be some sort of warning to Kobo Aura users to not download ADE 4.5.

                                                                                • 37. Re: Oops!  This document couldn't be opened.
                                                                                  fionak59758955

                                                                                  Thankyou Maureen, I was battling with this for two days before finding your post.  Following your instructions to the letter has worked for me with a Kobo Glo & ADE 4.5 in Windows 10. 

                                                                                  • 38. Re: Oops!  This document couldn't be opened.
                                                                                    maureenhutch Level 1

                                                                                    There is no reason that the fix shouldn't work on ADOBE 4.5.

                                                                                     

                                                                                    It worked on 4.5 for me.  I think you may have needed to close and re- open ADE 4.5.  Or maybe power off and re-start your computer.  Or perhaps press the reset button with the paperclip on your ereader.  The software is highly glitchy though.  I think if one's  device freezes mid-load or mid-sign in, one might have to do a factory reset on the  device.  But seriously, doing that and then re-loading all my books took only around ten  minutes.

                                                                                    • 39. Re: Oops!  This document couldn't be opened.
                                                                                      maureenhutch Level 1

                                                                                      FionaK:  You are SO welcome.  I am thrilled that something I wrote might have helped one person.  But the real thanks go to the person, who originally found the fix  (even though that person thought we had to downgrade to ADE 3.0.  That just didn't make sense to me.  Updated software is supposed to fix bugs and work better with our library software etc.  Though not always. )

                                                                                       

                                                                                       

                                                                                      Suzanne:  There are two places where you need to be authorized  to transfer library books to your ereader.  They are: your computer, and your ereader. First open ADE 4.5 software.  First let's look for your computer's authorization. Your computer's authorization is found under the 'help' button located near the top left  (where says: file  library help).  Click the word help.  The first two menu items are about your computer's authorization. This is where you should deauthorize your computer fully. BEFORE you plug in your KOBO, take note of the left hand columns.  You should see: LAST READ, and BOOKSHELVES with various items listed below each.


                                                                                      Next Suzanne, let's look at your kobo.  When you plug your kobo in, you must see the kobo give you a message that says 'computer detected', and at the bottom two options: 'connect to your computer' or 'cancel'.  If you click 'connect to your computer', then when a 'kobo reader:F' folder might open up automatically allowing you to explore what is on the ereader. You can minimize this folder: it's not necessary. ADE 4.5 will refresh itself, because the next time you  look at Adobe Digital Editions, the column on the left should have switched over to now say  LAST READ,  DEVICES, and BOOKSHELVES.   Does it? If not, I have no idea what the problem could be with you kobo.  If it does say devices, then underneath  that it must say KOBO eREADER.  To the right of the word DEVICES, you should see a small gear symbol  (like one of the gears on a clock or a bicycle).  If you hover your mouse over it, the words 'device options' will pop up. Click that little gear symbol to see your authorization options.  This is where you can deauthorize your kobo.


                                                                                      GOOD LUCK!

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