Your problem sounds much like the one that caused another user to get an
'error 2038', which relates to connectivity to the server. Win 7 is a
different animal from XP, and has some 'undocumented' features that
'compliment' the documented ones concerning firewall access. Here's what
she found, and how she resolved her connectivity issues:
"I got Error # 2038, too. I had tried reinstalling, rebooting, deleting
folders, cleaning registry, deleting and reactiving, even more. However, I
was able to fix it, so I thought I would share. I have found that Error #
2038 means that something is blocking ADE access to the port or server where
your ebook is. It seems a simple thing, it was my firewall in WIN 7 giving
me the problem. The firewall appears to be off but was actually still on.
WIN 7 has different firewall settings. There are 2 ways that worked for me.
In Windows Control panel, System & Security, Firewall, it showed me 2
different firewalls, one called Home or Work (Private) and the other called
Network. I turned them both off … but it still would not download my ebook.
This is where I was stuck. Option 1. (safer) On the left side there’s a
link for “Allow a program or feature through Windows Firewall”. I went
there, where it shows a list of programs with boxes to check off for
“Home/Work (Private)” and “Public”. As Digital Editions wasn’t there for me
to choose, I clicked on Allow Another Program. Another pop up box still
didn’t show it, so I had to browse for it. Once found, I was able to add it
to the list and checked both the “Home/Private” and “Public” boxes. Option
2. Still in Control Panel, System & Security, Firewall, click on Advanced
Settings on the left. This area showed my Firewall was still on. I clicked
on “Windows Firewall Properties” which brought me to a choice of 4 tabs,
Domain Profile, Private Profile, Public Profile and IPSec Settings. My
Private and Public firewall was off (which showed in Control Panel) but the
Domain Profile Firewall was still on (missing that little tidbit of info in
Control Panel Firewall). I clicked on Firewall State: OFF. Bingo, I could
then download my ebook. As I had done Option 2 first, I tried keeping the
firewall Domain Profile ON and allowing Digital Editions access as a
program. That worked, and as that’s safer, that’s where I’ve left it. I
hope this works for someone else having trouble with this error #2038."
I hope this helps you!
Thank you, Jim Lester, for trying to help. I downloaded that file and ran it, but it doesn't seem to have changed anything ... When I ran the program it gave me a long list of menu items. Some were examples, some said launch something. So I clicked on all the launch items and nothing happened. Or maybe it did, but I didn't bother to tell me. But at the end of the day, I still can't read any of the ebooks I downloaded from the library. As I click on each book, it says "license expired" although according to the State library system, I have all the books into September.
Since you work for Adobe, let me just repeat that it shouldn't be this hard ... How long has Windows 7 been out? I thought it was a year-and-a-half, or maybe just since January. But I would think that Abobe and Microsoft would have gotten on the same page by now. After all, I downloaded Kindle in about one minute.
I'll write about what else I tried to "frustrated in AZ".
Jim_Lester <firstname.lastname@example.org> wrote:
You can find the stand-alone installer at http://www.adobe.com/devnet/digitalpublishing.html (scroll down to the bottom in the tools section).
Thank you, Frustrated in AZ, you must be a very kind soul to volunteer all of this information to an anonymous person. Very much appreciated.
So, I followed all of those very detailed instructions. As described, even though it appears that after you take down the firewall in Windows 7 in both the Home/Private and the Public boxes, that still doesn't do it. You have to go into the Advanced Settings, which I did, to take down the Domain Profile Firewall. And ADE was there so I checked it to allow it through the firewall, I didn't have to browse for it...
Still, that doesn't seem to have changed anything. When I clicked on the install button, I got the same error as before, although it does not say "error 2038", it says exactly "A download error occurred. Try to download again? Retry Cancel" So I tried to download it again 15 or so times, with no change. (Query: Does persistance pay off? Should you not stop at 15 times, or 499 times, because the 500th time you might get lucky? Is life not short?)
I tried some more techniques ... For example, it looks like the library knows that I've downloaded 5 ebooks, because they show up on my account. There was a "view certificate" button for each book I hadn't clicked on. Clicking on that allowed me to authorize each book. However, ADE (if it's actually there and running) still doesn't recognize any books ("0" books borrowed). And when I tried to click on each book, it goes through a bunch of screens automatically and ends up with each book saying "license expired."
Saturday morning has been wasted trying to get free library books. Adobe Tech wrote and wants me to give them a detailed list of everything I've tried. That would take me about 50 hours to write out the 8 hours or so of struggle, so I'm not sure that's worth my time. I may still take the State librarian up on looking at my computer so she can see if you can't solve it. But they have no WiFi at the library, so I'm not real hopeful.
Anyway, I'm not inclined to put more time and energy into solving what should be a simple exercise... Looks to me like Windows 7 and ADE are oil and water. However, let me repeat that your effort to help me is very much appreciated and improves my image of mankind, so it's not all bad.
In Windows 7 I went through Programs - Troubleshooting and it said digitaledions.exe was an "incompatible application." The Details didn't say much.
Sorry, hit enter and ended the last thread abruptly.
So ... there is information in details under Detection Details. There it says "Make older programs run in this version of Windows" and there's one that says Package Version 1.5 and another at 1.0. So, I guess I can try running the program in other versions. Will try that ...
No luck ...
Did try downloading another library book to see if anything has changed. As usual, got the message that the book's "license expired" which is consistent with all past attempts. But I don't think this is a library error, since when I was able to get ADE to work on my PC I never had problems with any license being expired. And the library says all my books are authorized into September. It's the ADE screen that's saying the license is expired, the library system has all these books on My Bookshelf.
My last experiment was to look at the five books on My Bookshelf on my PC, where I got (free) phone support from Adobe, where ADE is running with no issues, and which is also Windows 7. There was only one of the five books from the library account downloaded to the PC where I could read it, so I proceeded to download the other 4 just to see if I'd get "license expired." Nope, everything worked fine. So, that suggests the issue with the laptop is still solely that ADE hasn't downloaded properly, or maybe at all, or that it's an "incompatible application" like the laptop's program troubleshooter states. I don't recall what Adobe phone support told me to do to get the PC download ADE, except that they set me up with an Adobe ID and password. Once I did that on the PC, everything worked fine. On the laptop, I've logged on with that ID and password at various times, and when I go to Adobe.com now, it seems to recognize me without asking me to log in ... I mean it welcomes me by name and doesn't hesitate letting me try to download ADE. It just always hangs ... even with all firewalls taken down.
So... the mystery continues. And I'm out of ideas again. I guess I could go back and try different browsers again but switching from Firefox (my usual browser) to IE or Chrome produced no different results six days ago when I started on this quest, so that seems like a waste of time ...
Why does my Windows 7 PC have no problems with ADE, but my Windows 7 laptop says it an incompatible application? They're both almost new machines, the PC is about 16 months old and the laptop is not even 1 month old. Can't be resources. Oh well, time to watch the LLWS ...
Hmmm... Jim Lester was part of the team that wrote ADE. His knowledge of
ADE exceeds mine by far, and I appreciate very much that he takes the time
to try to help.
I agree that there's something about Win 7 that either is confused about ADE
or requires some reconfiguration in order to work smoothly with it. I hoped
that the experiences of the user whom I quoted would be the 'magic bullet'
for you. However, if Win 7 reports ADE as an 'incompatible application',
I'm stumped. Microsoft (curse their heart) does what they want to to make
sure that their releases are backward compatible with software - and I can't
imagine that Adobe applications would not be written in such a way that they
would require certain unique features of Windows that might not be supported
in the future. That's just not the way it's done in the software world.
It appears from your posts that almost anything you try is stymied by some
additional (almost random) wierd problem. I have lots of experience with
software over my 35 or so years in IT, but I've not seen anything like
this. From other posts, I gathered that the only issues with ADE related to
the firewall and so I'm stumped on what to do next. You can try to
uninstall ADE and remove all traces of it, set Win 7's firewall and then try
to install it again. However, you'll need to talk with Adobe about
approaching their limit on attempts at activation. You might visit
Microsoft's Win 7 blogs and see if anyone over there has ideas on settings
that would affect ADE. But don't forget the famous saying: "The definition
of 'insanity' is trying the same thing over and over and expecting different
You should be commended for your determination and efforts to get this
'mess' sorted out. You're a trailblazer and your experiences will no doubt
help others when we find out which bits needed to be tweaked. I wish I had
"As I click on each book, it says "license expired" although according to the State library system, I have all the books into September."
Well if you got to this point, then you are past the download error and on to something else. Most likely it is saying the the .acsm files have expired. If you go to the Library website and download new links you should get a bit farther.
"Since you work for Adobe, let me just repeat that it shouldn't be this hard .."
I don't work for Adobe (anymore - you'll notice a lack of employee badging).
My long answer has gone missing so I'll try again abridged...
Thanks to you two, Frustratred and Jim Lester, for trying ... But my laptop's ADE has never shown any books. It has a scorecard of books borrowed, purchased, etc. and all numbers have been "0". But when I look at My Bookshelf for my library account, it shows five books borrowed. It's just when I click on them to download them to the laptop that I get "licensed expired." Switch to my PC, the books are there, no license had expired.
Tried a new, sixth book downloaded to the laptop. For a moment the scorecard says "1", then it scolls through some screens and says "license expired." Check the PC and the book is there, I download it and can read it just fine.
Go to Windows program troubleshooting, check ADE and it still says "incompatible application."
I still believe the issue is a conflict with my Windows 7 settings that won't let me download ADE fully...
Will try uninstalling ADE again and reinstalling ... that's it for ideas for now. But thanks, again, this experiment is bucking up against my travel plans, and I've got to move on ...
Try one other thing while you're at it: check and reset your computer's
date, time and time zone. When you get a 'license expired' message, I've
found it means that the computation that ADE went through on the borrowed
books indicates to it that the date and time for your book's loan to expire
has passed. Sometimes, it's the big things that gum up the works -
sometimes it's the little things.
Back From the Future
I've been on the travel road, but I would like to compliment Frustrated and Jim Lester from correctly pointing out my error - I just couldn't see it.
I discovered that I had set the clock on my new laptop to a date of 2021 instead of 2011. That's why I always received a "license expired" hang error when trying to download ebooks.
Looking back, Adobe might have been more helpful when trying to explain why I couldn't download ADE - it could have just said "license expired" or some other time reference ... that might have been another prompt to check my computer settings.
Anyway, this turned out to be simple user error - and even though I implied that "I've tried all that" I just missed checking the year setting. So ... my bad, as they say.
Adobe Tech Support also offered phone support, but that was about 2 weeks into my trial and error. In the end, it's my fault but I still believe that a live person would have been a quicker route to resolving a simple problem.
ADE is working for me. Thanks again to Frustrated and Jim Lester for going out of their way to help another person