Does your problem appear here?

• I'm trying to activate Microsoft Reader but keep getting redirected to the same page
• I have the latest Reader installed and activated, but your system keeps telling me I don't
• I'm getting a "Microsoft Reader is no longer able to access this eBook" error message
• My eBook seems to download correctly, but now I can't find it
• I am trying to install the latest Reader on my Pocket PC, but I can't uninstall the earlier version
• Microsoft Reader tells me that I am not permitted to read these eBooks, or that they are not being recognized as mine
• My problem is not listed here

I'm trying to activate Microsoft Reader but keep getting redirected to the same page

You may have to delete your Passport cookie and clear your cache in order to activate Microsoft Reader.

To remove Passport cookies in Internet Explorer;

1. Click "Tools", then "Internet Options"
2. Under "Temporary Internet Files", click "Settings"
3. Click the "View Files" button
4. Right click and delete the following files;
   • [YourName]@passport.com
   • [YourName]@passporttest.com
   • Cookie:[your name]@das.microsoft.com/
   • Cookie:[your name]@passport.com/
   • Cookie:[your name]@passport.com/ppsecure

To clear your cache in Internet Explorer;

1. Click "Tools", then "Internet Options"
2. Under "Temporary Internet Files", click "Settings"
3. Click the "Delete Files" button
4. Close all of your browser windows, then reopen your browser to the Microsoft activation site

I have the latest Reader installed and activated, but your system keeps telling me I don't

If our system indicates that you need to update your Reader and Activate it but you already have, please do the following;

Go to:http://www.microsoft.com/reader/en/update/default.asp and click "YES". If in fact your Reader version is not current, or it was not Activated correctly, you will be taken through the appropriate steps to resolve the problem.

Then, please delete your Passport cookie and clear your cache before proceeding to download again. Please ensure that you have Activated your copy of Microsoft Reader before attempting to download.

To remove Passport cookies in Internet Explorer;

1. Click "Tools", then "Internet Options"
2. Under "Temporary Internet Files", click "Settings"
3. Click the "View Files" button
4. Right click and delete the following files;
   • [YourName]@passport.com
   • [YourName]@passporttest.com
   • Cookie:[your name]@das.microsoft.com/
   • Cookie:[your name]@passport.com/
   • Cookie:[your name]@passport.com/ppsecure

To clear your cache in Internet Explorer;

1. Click "Tools", then "Internet Options"
2. Under "Temporary Internet Files", click "Settings"
3. Click the "Delete Files" button
4. Close all of your browser windows, then reopen your browser to the Microsoft activation site

I'm getting a "Microsoft Reader is no longer able to access this eBook" error message

This error message can occur on your PC or your Pocket PC. It indicates that your version of MS Reader is out of date.

To update and activate your desktop or laptop PC, please follow these steps;

If you have Microsoft Reader installed, follow these steps first:

1. Click the "Start" menu, then choose "Control Panel"
2. Double-click "Add or Remove Programs"
3. Select "Microsoft Reader", and click "Change/Remove". When prompted, click "YES" to remove Microsoft Reader from your computer.
4. Continue with the steps below

If you do not have Microsoft Reader installed, follow these steps;

1. Visit the PC download page to download the latest version of Microsoft Reader
2. When prompted, indicate that you'd like to install Microsoft Reader
3. Visit the Activation pages to Activate your PC.

To update and activate your Pocket PC, follow these steps;

1. Tap the "Start" menu, then "Settings"
2. Choose the "System" tab, and select "Memory"
3. Choose the "Running Programs" tab, and highlight "Microsoft Reader." Tap "Stop" to close Microsoft Reader
4. Visit the Pocket PC download page to download the latest version of Microsoft Reader
5. When prompted, indicate that you'd like to re-install Microsoft Reader. You'll need to confirm this option on your PC and on your Pocket PC. Be sure the device is cradled when you run the installation program.
6. While your device is cradled, visit the Activation pages to Activate your Pocket PC: sign in, then choose Activate my Pocket PC

If you have completed the above steps and you are still receiving the error message on your Pocket PC, you may have a problem with your pagination.

When you first read a book using Microsoft Reader, the software paginates the eBook for you: as you read your eBook, Microsoft Reader software determines the length of the eBook according to the current font size setting and updates the .EBO file for the opened book with that information. If you hard-reset your Pocket PC, Microsoft Reader assumes you're opening an eBook for the first time, and the software paginates the eBook for you. If you open an eBook for the first time, and turn off the device while Reader is performing background pagination, you'll receive this error message.

To fix the problem;

1. Shut down Microsoft Reader:
   • From the "Start" menu, tap "Settings"
   • Select the "System" tab
   • Select the "Memory" icon
   • Tap the "Running Program" tab
   • Highlight "Microsoft Reader" on the "Running Program" list
   • Tap the "Stop" button
2. Tap "OK"
3. Start "File Explorer"
4. Navigate to "My Documents"/"Annotations"
5. Select and delete the .EBO file for the problem title. The correct .EBO file is the file that begins with the eBook title. If more than one .EBO file exists for the problem title, select and delete each one.
6. Start Microsoft Reader again
7. Open the eBook. Let the device remain turned on, allowing Microsoft Reader to repaginate until it completes. This process should not take more than a few minutes. Microsoft Reader needs to perform this operation just once for each eBook.

My eBook seems to download correctly, but now I can't find it

If you are unable to find your eBook after downloading it, you can change your Settings to ensure that you are prompted for a download location.

1. Double click "My Computer" on the Desktop
2. On the "Tools" menu, click "Folder Options"
3. On the "File Types" tab, highlight the LIT extension, this is Microsoft Reader's file type
4. Click "Advanced"
5. Click to select the checkbox "Confirm open after download"
6. Click to select the checkbox "Always show extension"
7. Click "OK"
8. Click "OK" again

After making these changes, try to download the eBook again. When you download eBooks, be sure to choose "Save" when you are prompted "Would you like to open the file or save it to your computer?" and select a location that is easy for you to find. After downloading the eBook, you can simply double click the files to open them with Microsoft Reader.

I am trying to install the latest Reader on my Pocket PC, but I can't uninstall the earlier version

If your version of Microsoft Reader is installed in ROM (which means it was preinstalled by the manufacturer), you cannot uninstall Microsoft Reader. You can however, install a RAM version of the up to date Reader software.

To do this;

1. Tap the "Start" menu, then "Settings"
2. Choose the "System" tab, and select "Remove Programs"
3. Highlight "Microsoft Reader", then tap "Remove" to uninstall Microsoft Reader. If Microsoft Reader does not appear in this list, your version is installed in ROM: you may continue through the rest of these steps
4. Visit the Pocket PC download page to download the latest version of Microsoft Reader
5. When prompted, indicate that you'd like to install Microsoft Reader. You'll need to confirm this option on your PC and on your Pocket PC. Be sure the device is cradled when you run the installation program
6. While your device is cradled, visit the Activation pages to Activate your Pocket PC: sign in, then choose Activate my Pocket PC.

Microsoft Reader tells me that I am not permitted to read these eBooks, or that they are not being recognized as mine

This error indicates that you have not activated your copy of Microsoft Reader with the same email address that you used to purchase your eBooks. You will need to activate Microsoft Reader with the email address on your eBooks.com account. If you are not sure which email address to use, please contact our Support Staff.

You may also receive this error if you have updated your copy of Microsoft Reader to a later version. To ensure that your current library of eBooks remains available when you update your Reader, please make sure that you activate the new Reader using the same Passport account you used previously.

My problem is not listed here