eBooks.com

Help

Troubleshooting

What reader software is your device compatible with?

Adobe Digital Editions (ADE)

Please be aware that...

  • You need to install Adobe Digital Editions BEFORE downloading your ebook.
  • Adobe Acrobat and Adobe Reader are not the same as Adobe Digital Editions (ADE) and will not work. You must have Adobe Digital Editions.
  • Your hardware must meet the minimum System Requirements.
  • Some Adobe ebooks have limits (imposed by the publisher) on the amount that can be copied or printed.
  • For assistance with Adobe Digital Editions, refer to Adobe’s comprehensive help service:
Further Adobe Digital Editions Help

Ebook Reader app (for iOS, Android, BlackBerry 10 & Kindle Fire)

Please be aware that...

  • Ebook Reader is compatible with Kindle Fire, BlackBerry 10, Android, iPhone, iPod touch, and iPad (and requires iOS 6.0 or later for iOS devices).
  • To download ebooks, you will need to sync with your eBooks.com account via Ebook Reader app on your Android / iOS device, and not via your computer.

Both ADE & Ebook Reader

As far as eBooks.com is aware there aren't currently any devices that are compatable with both ADE and Ebook Reader. However that may change in the future. So if this really is the case, please choose which software you would like to use for this download.

Neither

Sorry, unless your device is compatible with either Adobe Digital Editions (ADE) or our Ebook Reader app then you won't be able to download your ebooks. However you can use your device's browser to read them online using our Online Reader.

I don't know

The documentation that came with your reader device should state what software it is compatible with. If not, don't worry, take a look at our reader device guide to check which reader software your device is compatible with.

I want to read online in my browser, not download

Please be aware that the Online Reader is compatible with

  • Internet Explorer
  • Firefox
  • Chrome
  • Safari

It is not compatible with

  • Opera

If you are using any other browser it is not supported by eBooks.com so may not be compatible. We suggest using a supported browser.
Please note: to use the Online Reader you must be connected to the internet and have javascript enabled.

Have you installed Adobe Digital Editions on your computer?

Yes

Please be aware that...

you should always have the latest version of Adobe Digital Editions installed to take advantage of the newest features, performance improvements and bug fixes.

No

Please note: Adobe Acrobat and Adobe Reader are not the same as Adobe Digital Editions (ADE) and will not work. You must install ADE.

You can install Adobe Digital Editions here.

I don't know

To check if ADE is installed on your computer, check your list of programs on your computer.

  • On a PC, go to Start > All Programs. You should see Adobe Digital Editions listed near the top. If you cannot see it listed then it is not installed.
  • On a Mac, go to your toolbar and click on Applications. If you cannot see Adobe Digital Editions listed then it is not installed.

You can install Adobe Digital Editions here.

I tried but it said the ADE Installer can't be opened because it is from an unidentified developer

Adobe is a trusted developer, but your operating system is being extra stringet in protecting your computer. To get around this, please follow these steps:

* Right-click (or control-click) the application in question and choose “Open”

* Click the “Open” button at the next dialog warning to launch the app anyway

I tried but received an error

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support.

Have you installed Ebook Reader on your device?

Yes

Please be aware that...

eBooks.com regularly release new versions of the Ebook Reader app to fix bugs and add functionality. If you are experiencing an issue using the app, quite often upgrading to the latest release can solve the problem.

No

Before proceeding you must install the free Ebook Reader app on to your device. First power on your device and then do the following:

For Android users:
Open Google's Play Store. Press the search button and type 'ebook reader'. The first result will be Ebook Reader by ebooks.com. Press it, and then press the 'INSTALL' button.

For iOS users:
Open Apple's App Store. Press the search field and type 'ebook reader'. The first result will be Ebook Reader. Press the 'FREE' button, then press 'INSTALL APP'.

For BlackBerry users:
Open BlackBerry World store. Press the search field and type 'ebook reader'. The first result will be Ebook Reader. Press the 'Download' button.

For Kindle Fire users:
Follow the install instructions here

I don't know

To check if the app is installed on your device, check your list of apps. If they are listed alphabetically then the app should appear under E as 'Ebook Reader'. If you cannot find it then it is likely you have not installed it.

I can't because my version of iOS is too old (iOS 5)

Firstly, if possible, please update the iOS of your device to the very latest version, then retry the download of Ebook Reader.

If the latest version is not supported on your device, don't worry, although the app store says you need iOS 6 or higher for the latest version of an app, you can actually still download an older version of an app by doing the following:

  • First power on your iPad and go to Settings > Store
  • Turn Automatic Downloads for Apps On (if it is off)

  • On your PC/Mac open iTunes > iTunes Store > App Store
  • Search for the app in the App Store
  • Once you have found the app, click the Download button

  • Using your iPad again, go to the App Store
  • On one of the tabs (either Purchased, or Updates) you should see the Ebook Reader app waiting there to download
  • Now pressing the Download button you will be given the option to download the older version of the app
  • Please note. If you have any further support issues in future and need to contact the support team, please clearly state that you have a device running iOS 5 so we can help diagnose the issue faster. Otherwise we assume you are running the latest version.

    I tried but was told I am registered with the app store in another country and need to switch stores

    For iOS users:
    Your Apple ID is incorrectly set to a different country. Please try the following to set it to the correct store:

    turn on your Apple device and go to Settings > iTunes & App Store > Apple ID
    press on your ID, then press 'View Apple ID'
    enter your Apple ID password and press OK
    press 'Country/Region', then 'Change Country or Region'
    select the correct country or region from the list, then press 'NEXT' and go through the remaining set up screens to reconfigure your device for that region.

    Once this is done you should be able to open the App Store and download Ebook Reader without issue.

    For Android, BlackBerry, or Kindle Fire users:
    Please complete our support form to submit a ticket to our customer support.

    I tried but received an error

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support.

    Which reader software would you like to use for this download?

    Are you using a browser compatible with our Online Reader?

    Yes

    Please be aware that...

    to use the Online Reader you must be connected to the internet.

    No

    the Online Reader is compatible with

    • Internet Explorer
    • Firefox
    • Chrome
    • Safari

    It is not compatible with

    • Opera

    If you are using any other browser it is not supported by eBooks.com so may not be compatible. You need to switch to a supported browser.

    I don't know

    If you are using one of these browsers then your browser is compatible:

    • Internet Explorer
    • Firefox
    • Chrome
    • Safari

    If you are using any other browser it is not supported. Please download one of the browsers listed above.

    Is it the latest version of the Ebook Reader?

    Yes

    Please be aware that...

    when you first open the Ebook Reader app you need to log in to it using your eBooks.com account details in order to link your account to your Ebook Reader bookshelf.

    No

    We are constantly updating our Ebook Reader app to provide new features, squash bugs, and generally create the best reading experience possible. Fairly often a problem a customer is experiencing can be fixed by updating the app to the latest version, where the issue has already been resolved.
    Please do update the app using one of the following instructions:

    For Android users:
    Open Google's Play Store and go to 'My apps'. Select Ebook Reader and press the 'UPDATE' button. Wait for the download to finish and the installation to complete.

    For iOS users:
    Open Apple's App Store and press 'Updates'. Find Ebook Reader and press the 'UPDATE' button. Wait for the download to finish and the installation to complete.

    For BlackBerry users:
    Open BlackBerry World, swipe left to reveal the navigation tab, press 'My World', press 'My Apps & Games', press the overflow icon (3 dots), press 'Check for Updates'.

    For Kindle Fire users:
    Download the lastest app version from ebookreader.ebooks.com/ and install it using the Kindle Fire instructions.

    I don't know

    To check if you have the latest version of the Ebook Reader installed on your device, here is what to do. Power on your device and then:

    For Android users:
    Open Google's Play Store. Go to 'My apps'. Find Ebook Reader and press it to go to the app page.
    If you are given the options 'OPEN' and 'UPDATE' then you don't have the latest version. Please press the 'UPDATE' button to update.
    If you are given the options 'OPEN' and 'UNINSTALL' then you already have the latest version installed.

    For iOS users:
    Open Apple's App Store. Go to 'Updates' in the bottom right.
    If you see Ebook Reader then you don't have the latest version. Please press the 'UPDATE' button to update.
    If you don't see Ebook Reader listed then you already have the latest version installed.

    For BlackBerry users:
    Open BlackBerry World, swipe left to reveal the navigation tab, press 'My World', press 'My Apps & Games', press the overflow icon (3 dots), press 'Check for Updates'.

    For Kindle Fire users:
    Please go to ebookreader.ebooks.com/ and install the latest version of the app.

    I tried but received an error

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support.

    Is it the latest version of ADE?

    Yes

    Please be aware that...

    you must authorize your computer with an Adobe ID in order to download Adobe DRM protected books to more than just one computer (including transferring it to your ereader device).

    No

    Please install the latest version of Adobe Digital Editions here.

    I don't know

    To check which version of Adobe Digital Editions you have installed please open ADE and navigate to Help > About Digital Editions. The version number is shown near the top of the pop up. If it is less than version 3.0 please download and install the latest version here.

    I tried to update but received an error

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support.

    Do you have an active internet connection?

    Yes

    Please be aware that...

    to use the Online Reader you must have javascript enabled on your browser.

    No

    Please note you must have an active internet connection for the Online Reader to work, otherwise it will not be able to download the ebook content on demand.

    I don't know

    To check whether you have an active internet connection please open your browser and visit a trusted website (for example www.facebook.com). If the website opens and you can browse it as you normally would then you have an active internet connection.

    If you cannot browse any websites then you don't have an internet connection. Please fix your connection and try again.

    Have you logged in to the app using your eBooks.com account details?

    Yes

    The next step is to sync your ebooks to your bookshelf. And then select the ebooks you want to download.

    No

    For iOS users:
    Open the app and press 'Log In' in the top left of the screen. Enter your login details and press the Submit button.

    For Android, BlackBerry, or Kindle Fire users:
    Open the app and press the circular icon with the arrow pointing in to it, in the top left of the screen. Enter your login details and press the Login button.

    I don't know

    To check if you have logged in to Ebook Reader or not here is what to do. First open the app on your device, then check the following:

    For iOS users:
    If you can see a 'Login' button in the top right you are not logged in. Please press the 'Login' button to log in.
    If you see a 'Logout' button, this means you are logged in.

    For Android, BlackBerry, or Kindle Fire users:
    If you see a circle with an arrow pointing in to it in the top left corner of the app you are not logged in. Please press the icon to log in.
    If you see a star icon and a shopping cart icon in the top left, this means you are logged in.

    I've forgotten my account details

    If you have forgotten your password you can have it emailed to you. Go to eBooks.com and click on 'My account'. Then under the 'Login' button click on the link 'Forgot password?'. Enter your username (email address) and click 'Submit'. This will email you your password.

    If you don't receive the email and can't find it in your junkmail/spam folder, or for any other issue (i.e. can't remember your username) please complete our support form to submit a ticket to our customer support.

    I don't have an account

    Although you don't need an eBooks.com account in order to use the Ebook Reader app, you do need to create an account with eBooks.com in order to purchase our ebooks, and access those books. So if you have already purchased ebooks from our website the account details you used to log in to eBooks.com are the details you should use to log in to the app.

    If you do not have an account, you can create one by either visiting eBooks.com in your browser, clicking on 'My account' and then filling in the details under 'New to eBooks.com?'.

    Alternatively, if you have the Ebook Reader app open, you can press the icon in the top left to log in, then press 'No account yet? Register please.' and filling in the details on the form.

    I tried but received an error: Login Failed

    Please ensure you are typing both your username and your password correctly. This is by far the most common reason for login failure.

    Once you are absolutely sure this is not the case, it may be worth using the 'Forgot password?' feature to ensure you have the correct password.

    Otherwise, if your password contains any special characters (i.e. Æ ë ß ©) this may also be causing problems with the login process.

    If you still can't log in please complete our support form to submit a ticket to our customer support.

    I can't open the app, it just crashes immediately

    Please try uninstalling the app and reinstalling the app. If this does not fix the issue please complete our support form to submit a ticket to our customer support.

    Have you authorised ADE using an Adobe ID?

    Yes

    This means you are now ready to download your ebook.

    Please be aware that when you click to download an ebook from eBooks.com to ADE what you initially download is an URLLink.acsm file. This file is used by Adobe Digital Editions to request the DRM protected file from our fulfilment server. Once the acsm file is opened in ADE, that is when the download will begin.

    To download the acsm file you must log in to eBooks.com and click the 'Download' link of the ebook you wish to download from your 'My Account' area, then follow the on screen prompts.

    No

    Please note you must authorize your computer with an Adobe ID in order to download Adobe DRM protected ebooks to more than just one computer (including transferring it to your ereader device).

    To authorize your computer you need to open Adobe Digital Editions (ADE).
    Go to Help > Authorize Computer. If the menu item is not clickable, exit any ebook you are in and go to Library View before trying again.
    On the pop up screen click Continue.
    On this screen there are three fields: 1. eBook Vendor, 2. Adobe ID, 3. Password
    Leave eBook Vendor as 'Adobe ID' and just enter your Adobe ID and Password in the other two fields.
    Then click 'Authorize'.

    No, I don't have an Adobe ID

    Please note you must authorize your computer with an Adobe ID in order to download Adobe DRM protected ebooks to more than just one computer (including transferring it to your ereader device).

    To authorize your computer you need to open Adobe Digital Editions (ADE).
    Go to Help > Authorize Computer. If the menu item is not clickable, exit any ebook you are in and go to Library View before trying again.
    On the pop up screen click Continue.
    On the next screen click 'Create an Adobe ID' (this will open a web browser).
    Enter your details and click 'SIGN UP'.
    Once you have received confirmation, go back to Adobe Digital Editions, and the screen with the 'Create an Adobe ID' link.
    On this screen there are three fields: 1. eBook Vendor, 2. Adobe ID, 3. Password
    Leave eBook Vendor as 'Adobe ID' and just enter your Adobe ID and Password in the other two fields.
    Then click 'Authorize'.

    No, I tried but received an "Activation Server Error"

    This usually means there is a temporary issue with Adobe's activation server. If you wait about an hour and then retry it will normally work.

    If after a few hours it still isn't working please complete our support form to submit a ticket to our customer support.

    I don't know

    Please open Adobe Digital Editions (ADE) and click on 'Help' in the menu bar. If 'Authorization Information' is greyed out this means you have not authorized ADE. If it is clickable then ADE has been authorized.

    To authorize your computer you need to open Adobe Digital Editions (ADE).
    Go to Help > Authorize Computer. If the menu item is not clickable, exit any ebook you are in and go to Library View before trying again.
    On the pop up screen click Continue.
    On this screen there are three fields: 1. eBook Vendor, 2. Adobe ID, 3. Password
    Leave eBook Vendor as 'Adobe ID' and just enter your Adobe ID and Password in the other two fields.
    Then click 'Authorize'.

    Note: your Adobe ID is not your eBooks.com account login and password. If you do not have an Adobe ID you can click 'Create an Adobe ID' to quickly register one, or go here.

    Is Javascript enabled in your browser?

    Yes

    Please be aware that...

    when you click to read an ebook online from eBooks.com a seperate browser window should open and the first page of your ebook should be displayed (normally the cover image).

    To find the 'Read Online' link you must log in to eBooks.com and click the 'Read Online' link of the book you wish to view from your 'My Account' area.

    No

    Please note you must enable javascript within your browser for the Online Reader to work.

    I don't know

    To check if you have Javascript enabled in your browser go to http://enable-javascript.com and the website will state whether javascript is enabled or not.

    Have you synced your ebooks to your bookshelf?

    Yes

    Once you have successfully synced your new ebooks to your bookshelf you need to select one to download.

    No

    To sync your ebooks to your bookshelf do the following:

    For iOS users:
    Press the 'Sync' button at the bottom of the screen. This screen shows all the ebooks in your account that have not yet been downloaded to your bookshelf.

    For Android, BlackBerry, or Kindle Fire users:
    Press the menu button on your device and then press 'Sync Booklist'. This will make all the ebooks in your account appear in your bookshelf. Those that have not yet been downloaded will have a white download icon on their covers.

    No, I can't find the Sync option

    Sync is hidden unless you are logged in. (we need to know which eBooks.com account you want to sync with before we can begin syncing)

    Please go back to the previous question: "Have you logged in to the app using your eBooks.com account details?" and select 'No' as your answer.

    No, I received an error: We couldn't reach your eBooks.com account

    Please try logging out of the app and logging back in, then syncing again. If this works please choose 'yes' and proceed to the next step of the troubleshooter. If it does not work please complete our support form to submit a ticket to our customer support.

    No. I can sync, but no books appear

    There are two possible reasons for this. Either it is a caching issue within the app (this only effects Android users), or it is an account issue.

    If you are using an Android device please log out of your account within the app. Then close the app and go to 'Settings' within your operating system. Go to the 'Application Manager' and select the 'Ebook Reader' app. Now choose to 'Force stop' the app. Then 'Clear cache'. (Please note DO NOT 'Clear data', as this will delete all your books from your device and you will need to redownload). Once you have finished these instructions re-open the app and log back in using your eBooks.com account details and the books should sync.

    The other likely issue is that you have not correctly made a purchase, so the book is not stored against the account. The alternative is that you have purchased the book on one account and logged in with another account. For example the purchase was made using mmyname@example.com, and you are logging in with myname@example.com

    In these instances please complete our support form to submit a ticket to our customer support. Please ensure you quote the invoice number of your purchase so we can find it regardless of which account was used to make the purchase.

    I don't know

    To check if you are syncing your ebooks to your bookshelf do the following:

    For iOS users:
    If you have pressed the sync button and can see your ebooks listed available for download and a greyed out 'Download' button in the top right corner that means you have synced correctly.
    If you can only see the free ebooks that come with Ebook Reader that you means you have not synced. Please press the 'Sync' button.

    For Android, BlackBerry, or Kindle Fire users:
    If you can see your ebooks in your bookshelf with the white download icon on their covers that means they are synced correctly.
    If you can only see the free ebooks that come with Ebook Reader then this means you have not synced your ebooks. Please press the menu button and then select 'Sync Booklist' from the menu.

    Have you downloaded the URLLink.ascm file from eBooks.com to your desktop?

    Yes

    Please be aware that...

    the acsm file should only be opened in Adobe Digital Editions (ADE). Trying to open it in Adobe Acrobat or Adobe Reader will not work!

    No

    You must download the URLLink.acsm file to your computer and open it in ADE in order to initiate the download of your ebook.

    To do so, first start by opening your browser and going to www.eBooks.com.
    Click on the 'My Account' link near the top of the screen and log in using your eBooks.com login details.
    On the 'My Account' screen find the ebook you wish to download and click 'Download'.
    On the next screen select the format you wish to download from the drop down menu on the right (depending on the book, it may only be available in one format). If you are not sure which format you prefer then select 'Adobe Digital Editions Supported Device' from the dropdown on the left and we will select one for you.
    Then press 'Submit'.
    On the next screen click 'Download my book'.
    If a little popup screen appears, chose to 'Save File' and save it to your desktop.

    No, instead of downloading it I chose to open it directly in ADE

    That is perfectly fine, opening it in this way will also work. The reason we suggest saving to the desktop is so people can find it again easily if it is needed. (especially if going through the troubleshooting process)

    No, I can't log in to my eBooks.com account

    Please note that passwords are case sensitive, and your username should be your email address. Also please note that your Adobe ID is different from your eBooks.com account login details.

    If you still cannot log in, use the 'Forgot password?' feature on the eBooks.com login page to have your username emailed to you.

    If you still cannot log in, or you haven't received the password email (sometimes it can be filtered as junkmail) please complete our support form to submit a ticket to our customer support.

    No, when I click on the 'Download' link in My Account nothing happens

    This is an issue with your current session. To fix this please do the following:

    Click the 'Logout' link in the top right of the screen. This will take you back to the eBooks.com homepage.
    Click on the 'My account' link at the top of the page and log back in to the website.
    Once you are logged back in to your account try the 'Download' link again.

    If this does not work please complete our support form to submit a ticket to our customer support.

    No, there are no ebooks showing in my account

    If you are not seeing any ebooks in your eBooks.com account this means you have not completed a successful purchase with us. For a purchase to be complete you should reach the order confirmation screen on our website, and you should also receive a confirmation email. If you have received these two indicators and still cannot see the ebooks in your account, please complete our support form to submit a ticket to our customer support. Please quote your order number in your support ticket.

    The other alternative is that you contain two duplicate eBooks.com accounts. One contains your purchases and the other is empty. When you log in to eBooks.com you are logging in to the empty duplicate account instead of the account containing your purchases. If you think this may be the case please complete our support form to submit a ticket to our customer support. Please quote your order number in your support ticket and all and any email addresses you have that could be registered with eBooks.com.

    I don't know

    Looking on your computer desktop can you see a file called URLLink.ascm? If you can then you have downloaded the file successfully.

    If you can't find this file on your desktop that means you haven't downloaded it successfully.

    To do so, first start by opening your browser and going to www.eBooks.com.
    Click on the 'My Account' link near the top of the screen and log in using your eBooks.com login details.
    On the 'My Account' screen find the book you wish to download and click 'Download'.
    On the next screen select the format you wish to download from the drop down menu on the right (depending on the book, it may only be available in one format). If you are not sure which format you prefer then select 'Adobe Digital Editions Supported Device' from the dropdown on the left and we will select one for you.
    Then press 'Submit'.
    On the next screen click 'Download my book'.
    If a little popup screen appears, chose to 'Save File' and save it to your desktop.

    Is the 'Read Online' link visible for this ebook on your My Account page?

    Yes

    This means you are now ready to read your ebook online. Please click the 'Read Online' link.

    Yes, but when I click on it nothing happens

    This is an issue with your current session. To fix this please do the following:

    Click the 'Logout' link in the top right of the screen. This will take you back to the eBooks.com homepage.
    Click on the 'My account' link at the top of the page and log back in to the website.
    Once you are logged back in to your account try the 'Read Online' link again.

    If this does not work please complete our support form to submit a ticket to our customer support.

    Yes, but when I click on it, I get an error page (saying Oooops)

    This is an issue with your current session. To fix this please do the following:

    Click the 'Logout' link in the top right of the screen. This will take you back to the eBooks.com homepage.
    Click on the 'My account' link at the top of the page and log back in to the website.
    Once you are logged back in to your account try the 'Read Online' link again.

    If this does not work please complete our support form to submit a ticket to our customer support.

    No, it says 'N/A'

    This means that unfortunately this ebook is unavailable in the Online Reader format, either at the publisher's request or because of technical issues with the file.

    When purchasing an ebook you can check what formats it is available in on the ebook's product page. Underneath the ebook cover image, if you scroll down there will be the heading 'File Formats'. If it states 'You can also read this ebook online in eb20 format without having to download anything.' this means the Read Online feature should be available. If it is not then there may be an issue. Please complete our support form to submit a ticket to our customer support.

    I don't know

    To check if the ebook is available in Online Reader format please log in to your account on eBooks.com and click on 'My Account'. Find the ebook you wish to read and check the 'Read Online' column.

    If there is a link that says 'Read Online' then the ebook is available to read online.

    If it says 'N/A' then unfortunately this ebook is unavailable in the Online Reader format, either at the publisher's request or because of technical issues with the file.

    When purchasing an ebook you can check what formats it is available in on the ebook's product page. Underneath the ebook cover image, if you scroll down there will be the heading 'File Formats'. If it states 'You can also read this ebook online in eb20 format without having to download anything.' this means the Read Online feature should be available. If it is not then there may be an issue. Please complete our support form to submit a ticket to our customer support.

    Have you selected an ebook and downloaded it to your bookshelf?

    Yes

    There is only one step left after you have successfully downloaded the ebook to your device and that is to open it!

    No

    To download the ebook to your bookshelf you need to do the following:

    For iOS users:
    On the 'Sync' screen, select one or more ebooks you wish to download. Once finished, press the 'Download' button in the top right. This will start your download.

    For Android, BlackBerry, or Kindle Fire users:
    Find the ebook that has not been downloaded in your bookshelf. It should have a white download icon on the cover. Press the cover image and choose 'Download'.

    No, it says: Download Failed. Please check your Internet connection and try again

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the full error message you are receiving in your support ticket.

    No, it says: Error: Internet Connection

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the full error message you are receiving in your support ticket.

    No, I received an error that is not listed in these options

    Please complete our support form to submit a ticket to our customer support. Please quote the full error message you are receiving in your support ticket.

    I don't know

    Power on your device and open the Ebook Reader app. You should be able to see the ebook cover in your bookshelf, without the white download icon on the cover. If you can see the ebook then it has downloaded to your device.

    If you can't see the ebook in your bookshelf, or if you can see it but it has the white download icon on the cover, this means you have not downloaded the ebook to your bookshelf.

    Opening the acsm file, does the ebook download to your ADE Library?

    Yes

    There is only one step left after you have successfully downloaded the ebook to your computer and that is to open it!

    No, it won't open automatically in ADE

    Firstly, are you absolutely sure you have installed ADE? If you haven't you can download it here.

    If you are 100% sure you have ADE installed then the issue is your computer is trying to open the file with Adobe Reader (or another program) instead of Digital Editions.

    To fix this:
    First, save an ACSM file on your desktop (or somewhere that you can find it)
    - Go to your eBooks.com account
    - Click "Download".
    - Select device: Windows.
    - Submit.
    - Right-click "Download my book"
    - Select "Save target as", or "Save link as".
    - Save the file to your desktop, or somewhere that you can find it.

    ASSOCIATE THE ACSM FILE TYPE WITH DIGITAL EDITIONS (Windows)
    - Navigate to where you saved the file. It will be named "URLLink.acsm" or something similar.
    - Right-click on the file.
    - Select properties.
    - Under the “General” tab, near the top, it says, "Opens with…"
    - Click the "Change" button.
    - If Adobe Digital Editions is shown as an option, click on it and then click "OK" and then "OK" again.
      - If you can’t see Adobe Digital Editions listed as an option, click the little + (plus sign) adjacent to "Other programs".
      - Select "Adobe Digital Editions" and click "OK" and then "OK" again.
    - If Adobe Digital Editions isn't listed as an option under "other programs", then
      - click the "Browse" option and
      - navigate to c:\program files\adobe\adobe digital editions and
      - click on "digitaleditions.exe"
      - click "OK" and "OK" again.

    ASSOCIATE THE ACSM FILE TYPE WITH DIGITAL EDITIONS (Mac)
    - Navigate to where you saved the file. It will be named "URLLink.acsm" or something similar.
    - Click on your file to select it.
    - Select "Get Info" from the File menu (or press Command-I) to open the Info window for that file.
    - Find the section named "Open with".
    - Select "Adobe Digital Editions" in the menu or pick "Other..." and navigate to the application.
    - Click the "Change All..." button, read the prompt, and click "Continue."

    From now on when you click the "Download" button on eBooks.com, the ebook should just download nicely to your computer and open inside ADE.

    No, when it opens it looks like nonsense, a bunch of random letters and symbols

    This means you are not opening the acsm file in Adobe Digital Editions (ADE). Most likely you are opening it in Adobe Reader or some other program that is not compatible with acsm files.

    Please double check you have Adobe Digital Editions installed. If you don't, you can download it here.

    If you definitely have ADE installed then you may need to change the file associations so acsm files open in ADE by default instead of any other program.

    To fix this:
    First, save an ACSM file on your desktop (or somewhere that you can find it)
    - Go to your eBooks.com account
    - Click "Download".
    - Select device: Windows.
    - Submit.
    - Right-click "Download my book"
    - Select "Save target as", or "Save link as".
    - Save the file to your desktop, or somewhere that you can find it.

    ASSOCIATE THE ACSM FILE TYPE WITH DIGITAL EDITIONS (Windows)
    - Navigate to where you saved the file. It will be named "URLLink.acsm" or something similar.
    - Right-click on the file.
    - Select properties.
    - Under the “General” tab, near the top, it says, "Opens with…"
    - Click the "Change" button.
    - If Adobe Digital Editions is shown as an option, click on it and then click "OK" and then "OK" again.
      - If you can’t see Adobe Digital Editions listed as an option, click the little + (plus sign) adjacent to "Other programs".
      - Select "Adobe Digital Editions" and click "OK" and then "OK" again.
    - If Adobe Digital Editions isn't listed as an option under "other programs", then
      - click the "Browse" option and
      - navigate to c:\program files\adobe\adobe digital editions and
      - click on "digitaleditions.exe"
      - click "OK" and "OK" again.

    ASSOCIATE THE ACSM FILE TYPE WITH DIGITAL EDITIONS (Mac)
    - Navigate to where you saved the file. It will be named "URLLink.acsm" or something similar.
    - Click on your file to select it.
    - Select "Get Info" from the File menu (or press Command-I) to open the Info window for that file.
    - Find the section named "Open with".
    - Select "Adobe Digital Editions" in the menu or pick "Other..." and navigate to the application.
    - Click the "Change All..." button, read the prompt, and click "Continue."

    From now on when you click the "Download" button on eBooks.com, the ebook should just download nicely to your computer and open inside ADE.

    No, I receive an error: Adobe Reader could not open 'URLLink.acsm' because it is either not a supported file type or because the file has been damaged

    This means you are not opening the acsm file in Adobe Digital Editions (ADE). You are opening it in Adobe Reader which is not compatible with acsm files.

    Please double check you have Adobe Digital Editions installed. If you don't, you can download it here.

    If you definitely have ADE installed then you may need to change the file associations so acsm files open in ADE by default instead of any other program.

    To fix this:
    First, save an ACSM file on your desktop (or somewhere that you can find it)
    - Go to your eBooks.com account
    - Click "Download".
    - Select device: Windows.
    - Submit.
    - Right-click "Download my book"
    - Select "Save target as", or "Save link as".
    - Save the file to your desktop, or somewhere that you can find it.

    ASSOCIATE THE ACSM FILE TYPE WITH DIGITAL EDITIONS (Windows)
    - Navigate to where you saved the file. It will be named "URLLink.acsm" or something similar.
    - Right-click on the file.
    - Select properties.
    - Under the “General” tab, near the top, it says, "Opens with…"
    - Click the "Change" button.
    - If Adobe Digital Editions is shown as an option, click on it and then click "OK" and then "OK" again.
      - If you can’t see Adobe Digital Editions listed as an option, click the little + (plus sign) adjacent to "Other programs".
      - Select "Adobe Digital Editions" and click "OK" and then "OK" again.
    - If Adobe Digital Editions isn't listed as an option under "other programs", then
      - click the "Browse" option and
      - navigate to c:\program files\adobe\adobe digital editions and
      - click on "digitaleditions.exe"
      - click "OK" and "OK" again.

    ASSOCIATE THE ACSM FILE TYPE WITH DIGITAL EDITIONS (Mac)
    - Navigate to where you saved the file. It will be named "URLLink.acsm" or something similar.
    - Click on your file to select it.
    - Select "Get Info" from the File menu (or press Command-I) to open the Info window for that file.
    - Find the section named "Open with".
    - Select "Adobe Digital Editions" in the menu or pick "Other..." and navigate to the application.
    - Click the "Change All..." button, read the prompt, and click "Continue."

    From now on when you click the "Download" button on eBooks.com, the ebook should just download nicely to your computer and open inside ADE.

    No, when it opens it looks like nonsense, a bunch of random letters and symbols

    This means you are not opening the acsm file in Adobe Digital Editions (ADE). Most likely you are opening it in Adobe Reader or some other program that is not compatible with acsm files.

    Please double check you have Adobe Digital Editions installed. If you don't, you can download it here.

    If you definitely have ADE installed then you may need to change the file associations so acsm files open in ADE by default instead of any other program.

    To fix this:
    First, save an ACSM file on your desktop (or somewhere that you can find it)
    - Go to your eBooks.com account
    - Click "Download".
    - Select device: Windows.
    - Submit.
    - Right-click "Download my book"
    - Select "Save target as", or "Save link as".
    - Save the file to your desktop, or somewhere that you can find it.

    ASSOCIATE THE ACSM FILE TYPE WITH DIGITAL EDITIONS (Windows)
    - Navigate to where you saved the file. It will be named "URLLink.acsm" or something similar.
    - Right-click on the file.
    - Select properties.
    - Under the “General” tab, near the top, it says, "Opens with…"
    - Click the "Change" button.
    - If Adobe Digital Editions is shown as an option, click on it and then click "OK" and then "OK" again.
      - If you can’t see Adobe Digital Editions listed as an option, click the little + (plus sign) adjacent to "Other programs".
      - Select "Adobe Digital Editions" and click "OK" and then "OK" again.
    - If Adobe Digital Editions isn't listed as an option under "other programs", then
      - click the "Browse" option and
      - navigate to c:\program files\adobe\adobe digital editions and
      - click on "digitaleditions.exe"
      - click "OK" and "OK" again.

    ASSOCIATE THE ACSM FILE TYPE WITH DIGITAL EDITIONS (Mac)
    - Navigate to where you saved the file. It will be named "URLLink.acsm" or something similar.
    - Click on your file to select it.
    - Select "Get Info" from the File menu (or press Command-I) to open the Info window for that file.
    - Find the section named "Open with".
    - Select "Adobe Digital Editions" in the menu or pick "Other..." and navigate to the application.
    - Click the "Change All..." button, read the prompt, and click "Continue."

    From now on when you click the "Download" button on eBooks.com, the ebook should just download nicely to your computer and open inside ADE.

    No, I received a screen asking me to "Authorize Your Computer"

    Please note you must authorize your computer in order to download Adobe DRM protected ebooks to more than just one computer.

    To authorize your computer you need to open Adobe Digital Editions (ADE).
    Go to Help > Authorize Computer. If the menu item is not clickable, exit any ebook you are in and go to Library View before trying again.
    On the pop up screen click Continue.
    On this screen there are three fields: 1. eBook Vendor, 2. Adobe ID, 3. Password
    Leave eBook Vendor as 'Adobe ID' and just enter your Adobe ID and Password in the other two fields.
    Then click 'Authorize'.

    Note your Adobe ID is not your eBooks.com account login and password. If you do not have an Adobe ID you can click 'Create an Adobe ID' to quickly register one, or go here

    No, I received an error: E_ADEPT_NO_TOKEN

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the error message E_ADEPT_NO_TOKEN in your support ticket.

    No, I received an error: E_ADEPT_DOCUMENT_TOO_SHORT

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the error message E_ADEPT_DOCUMENT_TOO_SHORT in your support ticket.

    No, I received an error: E_AUTH_BAD_DEVICE_KEY_OR_PKCS12

    We are sorry you've had this difficulty. The error you've encountered is normally a result of a brief outage at Adobe's fulfilment server. It is likely that the issue has resolved already. Please try downloading your ebook again. If you still receive the error please wait one hour and try again.

    If that does not work then try removing your authorisation from ADE and reauthorising. crtl-shift-D on PC (cmd-shift-D on Mac) to remove authorisation. Then go to Help > Authorize Computer.

    If it still persists then it could be an issue with your installation of ADE. Try replacing ADE 2 or ADE 3 with the older but more reliable v1.7.2. (You can have them both installed at once if you like.)

    Version 1.7.2 is available on Adobe's website for Windows and for Mac.

    If you still receive the error please complete our support form to submit a ticket to our customer support. Please quote the error message E_AUTH_BAD_DEVICE_KEY_OR_PKCS12 in your support ticket.

    No, I received an error: E_ADEPT_REQUEST_EXPIRED

    This error is usually caused by one of, or some combination of, the following three system settings:

    1. Incorrect clock time.
    2. Incorrect date.
    3. Incorrect time zone.

    When you download a PDF or an epub, the Adobe activation records timestamp information from the Adobe activation server. This information is stored inside the ebook. When you attempt to open the ebook, this information is compared to your current system information. If your system has an incorrect time/date/time zone, then the activation server disallows the request and you cannot read the book.

    Please carefully check the machine's system time, date, and time zone to be certain they match the time/date/zone when you purchased the PDF or EPUB. In most cases this will resolve the error.

    If you are still experiencing problems please download a new acsm file from eBooks.com as they expire after a set amount of time to help prevent piracy.

    If you are still experiencing trouble please complete our support form to submit a ticket to our customer support. Please quote the error message E_ADEPT_REQUEST_EXPIRED in your support ticket.

    No, I received an error: E_ADEPT_DOCUMENT_TYPE_UNKNOWN

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the error message E_ADEPT_DOCUMENT_TYPE_UNKNOWN in your support ticket.

    No, I received an error: E_ADEPT_DOCUMENT_OPEN_ERROR

    Please be aware some people have this problem because Firewall issues stop complete download of the book. Please try again with the firewall turned off.

    Sometimes the problem can be if your time and timezone are not properly set up. Please carefully check the machine's system time, date, and time zone to be certain they match the time/date/zone when you purchased the PDF or EPUB.

    If it still persists then it could be an issue with your installation of ADE. Try replacing ADE 2 or ADE 3 with the older but more reliable v1.7.2. (You can have them both installed at once if you like.)

    Version 1.7.2 can be found on Adobe's website for Windows and for Mac.

    If you are still experiencing trouble please complete our support form to submit a ticket to our customer support. Please quote the error message E_ADEPT_DOCUMENT_OPEN_ERROR in your support ticket.

    No, I received an error: E_STREAM_ERROR

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the error message E_STREAM_ERROR in your support ticket.

    No, I received an error: E_URLLINK_NO_DISTRIBUTION_RIGHTS

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the error message E_URLLINK_NO_DISTRIBUTION_RIGHTS in your support ticket.

    No, I received an error: E_SRC_File_Is_Missing

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the error message E_SRC_File_Is_Missing in your support ticket.

    No, I received an error: E_ACT_NOT_READY

    Please follow these instructions on Adobe's Digital Editions Help.

    If this does not resolve the issue, please complete our support form to submit a ticket to our customer support. Please quote the error message E_ACT_NOT_READY in your support ticket.

    No, I received an error: E_AUTH_NOT_READY

    Please follow these instructions on Adobe's Digital Editions Help.

    If this does not resolve the issue, please complete our support form to submit a ticket to our customer support. Please quote the error message E_AUTH_NOT_READY in your support ticket.

    No, I received an error that is not listed in these options

    Please complete our support form to submit a ticket to our customer support. Please quote the full error message you are receiving in your support ticket.

    I don't know

    Open ADE and click on 'All Items' under the heading 'Bookshelves' in the left hand menu.

    If you can see your ebook listed within this bookshelf then the ebook has successfully downloaded to your ADE.

    If you cannot see the ebook in your bookshelf then it has not downloaded. Please go to your desktop and click on the URLLink.ascm file to open it in ADE and initiate the download.

    When you click 'Read Online' does the Online Reader open the ebook?

    Yes

    Congratulations! I'm glad we were able to resolve the issue. If for some reason we have not managed to address your issue, please check our FAQ, or if that does not help, please complete our support form to submit a ticket to our customer support.

    It opens, but there is only the cover image

    There are normally two reasons why this may be the case:

    Either the publisher has accidentally submitted the cover image in PDF format, and this has been processed as the ebook file.
    Or the page count in the database is incorrectly listed as 0, meaning the Online Reader will only load the cover image because it incorrectly thinks there are no other pages to download.

    Please complete our support form to submit a ticket to our customer support. We will either correct the page count or request a new file from the publisher.

    It opens, but it shows the wrong ebook

    If you have multiple purchases in your account please ensure you are clicking on the correct 'Read Online' link for the correct title.

    If you are sure you are clicking on the correct link, it is possible the publisher has submitted the wrong file for this ebook. This can be fixed, but we will probably need to contact the publisher to request new files. Please complete our support form to submit a ticket to our customer support.

    No, I receive an error

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote any error message (AER599xx) you receive in full.

    Once the ebook is in your bookshelf, does it open without issue?

    Yes

    Congratulations! I'm glad we were able to resolve the issue. If for some reason we have not managed to address your issue, please check our FAQ, or if that does not help, please complete our support form to submit a ticket to our customer support.

    No, it opens, but only the cover image, or very few pages are displayed

    This can mean the Ebook Reader app is having trouble paginating the ebook file. Or it can mean that there was an error by the publisher when the file was submitted and only the cover was uploaded.

    Please press the centre of the screen to bring up the in-book menu. Check the bottom of the screen. If it states it is still paginating and shows it's progress as a percentage please wait for it to finish. If the book is extremely large this can take some time.

    If the pagination seems to get stuck on a percentage (i.e. it states it is at 19% for more than a minute), please press the menu item to return to the bookshelf, then reopen the book and let pagination start again. Quite often this will fix the issue.

    If the book has finished paginating and the page count is still only displaying as 1, or very few (a lot less than expected), then it is likely the publisher uploaded an incomplete file. Please complete our support form to submit a ticket to our customer support. If you have more than one book in your bookshelf please be sure to quote the title of the book (or books) that are experiencing problems.

    No, it opens, but only a blank white page and a spinning loading symbol show

    This usually means the Ebook Reader app is having trouble paginating the ebook file.

    Please press the centre of the screen to bring up the in-book menu. Check the bottom of the screen. If it states it is still paginating and shows it's progress as a percentage please wait for it to finish. If the book is extremely large this can take some time.

    If the pagination seems to get stuck on a percentage (i.e. it states it is at 19% for more than a minute), please press the menu item to return to the bookshelf, then reopen the book and let pagination start again. Quite often this will fix the issue.

    If the book never finishes pagination please complete our support form to submit a ticket to our customer support. If you have more than one book in your bookshelf please be sure to quote the title of the book (or books) that are experiencing problems.

    No, it says: The book cannot be opened. It is invalid

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support.

    No, it says: Book won't open. The file you are attempting to open is corrupt. Please try downloading the book again

    This error has been fixed in the latest Ebook Reader version released in November 2013. Please update your Ebook Reader app to fix the issue.

    Once you have updated the app, open it on your device, then log out and log back in, and then try downloading the book again.

    If this does not fix the issue please go to the applications > Settings > applications > manage applications section on your device.
    Select ebook reader and try clearing the cache and try downloading the book again.

    If you still experience the error please complete our support form to submit a ticket to our customer support. Please quote the error message: File is Corrupt. http://sec.ebooks.com/account/ticket.asp

    No, it says: This page contains the following errors

    This is an issue that was effecting iOS users only. It has been resolved for some time. Please update to the latest version of the Ebook Reader app and this will resolve the issue.

    If you cannot update your version of Ebook Reader, or are certain you have the very latest version of the app but still receive the error message, please complete our support form to submit a ticket to our customer support. Please quote the error message in full, and the title of the ebook, and the page number where you first encounter the error, and the device you are using, and the version of iOS it is running.

    No, I received an error that is not listed in these options

    Please complete our support form to submit a ticket to our customer support. Please quote the full error message you are receiving in your support ticket.

    I don't know

    Please power on your device and open the Ebook Reader app. Then click on the cover image of the ebook you have just downloaded.

    If your ebook opens then congratulations and happy reading.

    If it doesn't open then unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote any error message you receive in full.

    Once the ebook is in your library, does it open without issue?

    Yes

    Congratulations! I'm glad we were able to resolve the issue. If for some reason we have not managed to address your issue, please check our FAQ, or if that does not help, please complete our support form to submit a ticket to our customer support.

    Yes, but I'm having trouble transferring it to my handheld device

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support.

    Yes, but the ebook isn't displaying properly

    There are two possible issues. Either there is an error in the ebook file supplied to us by the publisher, or there is an error in the Ebook Reader app. Please complete our support form to submit a ticket to our customer support. Please detail exactly what is wrong with how the ebook is displaying, giving specific examples if appropriate.

    No

    Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote any error message you receive in full.

    I don't know

    Please open ADE and click on the cover image of the ebook you have just downloaded.

    If your ebook opens then congratulations and happy reading.

    If it doesn't open then unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote any error message you receive in full. http://sec.ebooks.com/account/ticket.asp


    EBOOKS.COM Pty Limited, trading as eBooks.com. Level 1, 62 Bayview Tce, Claremont, WA 6010, Australia.
    For technical support, please click here.