39 Replies Latest reply on Sep 18, 2017 3:09 AM by mauriziol19178950

    Adobe Digital Edition Errors/Troubleshooting

    sandy1922 Level 1

      When installing Adobe Digital Editions, I  received a corruption error message."

      This occurs because the installation software coming from  Adobe's Web site is unable to communicate and pass information through  your companies Firewall or PC security to save to the computer, or there  is potential that your network is "locked down" limiting the  accessibility on the PC to install or uninstall software.


      Resolution: http://www.naic.org/documents/account_manager_ADE_Install_Assistance.pdf



      "I'm having problems opening my  electronic documents."

      The Electronic documents cannot be opened by Adobe Reader,  they can only be used with Adobe Digital Editions. Be sure that Adobe  Digital Editions was successfully installed and the File type  associations are set correctly for your machine.


      Resolution: http://www.naic.org/documents/account_manager_ADE_File_Type_Vista.pdf



      "I downloaded my publication but now can  not access it in Adobe Digital Editions."

      You may have "Authorized Computer" after initially downloading  Adobe Digital Editions as "Do Not Authorize". The publication you  downloaded is licensed for a different user account and can not be  opened under your authorized ID.


      Resolution: Uninstall Adobe Digital Editions and  reinstall. Do not authorize the computer, then contact an NAIC  Representative to assist you in obtaining your publication.


      If you are getting error "E_ADEPT_REQUEST_EXPIRED http://adeactivate.adobe.com/adept/Activate 2010-04-11T06:51:59-07:00%20(1270993919000)%20is%20before%202010-08-11T06:21:57-07:00%20( 1281532917795)"


      Resolution: Please check your system date and time is set correctly, most likely it will fix problem.


      "I am getting the error 'Error getting  License: License server communication problem:  E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER' when opening Adobe Digital  Editions."

      This error message is a result of a several different issues:

      1. User has installed an Adobe ID on more than one machine
      2. User has modified the clocks on their computer
      3. User has modified their account from a "Do Not Authorize" to  an "Adobe Activated ID"
      4. User has uninstalled and re-installed Adobe Digital  Editions, but the installation is not being completely removed from the  computer.


      Resolution: Follow these steps:

      1. Uninstall Adobe Digital Editions using one of these two  methods:
        • Start > Programs > Adobe > Adobe Digital Editions  > Uninstall
        • Start > Settings > Control Panel > Add Remove  Programs
      2. Initiate Uninstall
      3. In order to remove all remnants of Adobe Digital Editions /  Adobe Adept from the machine a "Registry Edit" will need to be  performed:
        • Start > Run > Regedit
      4. Search for HKEY_CURRENT_USER > Software > Adobe >  Adept and Delete the full "Adept" folder
      5. Remove only the structures that are under the "SOFTWARE"  extensions. This will remove the Adobe ID / License and Activation Keys
      6. Clear any outstanding tasks that may be associated to Adobe  Digital Editions downloads
        • C:\data\my digital editions
        • C:\my documents\my digital editions
      7. Delete any documents within these folders:
        • Restore > Tasks
        • Restore > Failed
      8. Re-install Adobe Digital Editions



      Ebook associated with different user account:


      You will need to work with their publisher tech support to get a new .acsm file/download link which has not yet been associated with a particular user and then activate your computer with the new Adobe ID. Please refer to the below forum link, if that helps.




      "I need to deactivate my Adobe  Digital Editions ID/Password."

      Resolution: Follow these steps to remove the Adobe  Digital Editions ID/Password:

      1. Open Adobe Digital Editions
      2. Press CTRL+SHIFT+D (Win) and CMD+SHIFT+D (Mac)
        • Deauthorize Computer screen will appear explaining – "Are  you sure you want to deauthorize this computer? If you have protected  items in your Digital Editions library, they may no longer be readable."
        • Select Deauthorize
        • After selecting "Deauthorize" – a message appears stating  "Your computer was successfully deauthorized. Restarting Adobe Editions  will require you to reactivate your computer."
        • Click on "Quit"
      3. Adobe Digital Editions will close
      4. Double-click on the Adobe Digital Editions shortcut to  reopen.
      5. The Setup Assistant will appear, click "Continue"
        • Select the option "Don’t Authorize Computer"
        • Click "Activate"
        • Click Continue at the "Warning" screen
        • Select the option "Finished"
      6. Open Adobe Digital Editions - Previous products downloaded  should now be available. If items are not or an E-LIC error is  identified, a "uninstall" and "reinstall" may be required



      Authorizing your ereader with ADE

      In most cases you can register your ereader quickly and simply. IF the following instructions do not work, please contact our ereader manufacturer directly.


      1. Connect your ereader to your computer.

      2. The ADE Authorize Device  window will pop up. [On rare occasions where the pop up does not happen automatically, please try pressing CTRL + SHIFT + E after connecting your ereader.]

      3. Click on Authorize Device.

      4. ADE should now recognize your ereader, and will list it within the “Bookshelves” area of the ADE window.



      Note: Nook readers come with an Adobe ADE type directory preinstalled. It MUST be deleted from the Nook before ADE will recognize the Nook. Delete the directory from the Nook. Fire up ADE and everything works perfectly!



      For error: "E_ACT_TOO_MANY_ACTIVATIONS http://adeactivate.adobe.com/adept/Activate 552:8552:8552 urn:uuid:5268ee4f-5511-4b47-b668-f42b089db9c0"


      Resolution: Open a ticket from Adobe Support Portal and request to reset the ADE activation limit (happens when you try to activate the device/computer more then 6 times). Include the error message and the Adobe ID used to activate ADE.


      Ctrl+shift+T will enable error logging and can be used to find the issue with the complicated errors by Adobe specialist.


      If you get error: E_AUTH_FAILED http://adeactivate.adobe.com/adept/SignInDirect email address


      Resolution: Try signing in at Adobe.com and confirm the Adobe ID is working fine. If the Adobe ID is not certified it will show this error.




      Further help with ADE


      Adobe have an excellent FAQ page which should point you in the right direction;
      www.adobe.com/products/digitaleditions/faq  (press F1 in ADE)


      Note: There is no free Live Support for the free products but you can open a ticket at Adobe Support portal.