eBook Issues FAQ

These are frequently asked questions related to PDF and ePub eBooks, Adobe Digital Editions, and Adobe DRM.

General Information

What are the differences between the different format names shown at eBookMall? : PDF, PDF (Adobe DRM), ePub, and (ePub Adobe DRM)

What software is required to open the eBooks?


Can I print eBooks from eBookMall?

How can I read my Adobe DRM eBook on a new or second computer?

What are the system requirements for Adobe Digital Editions?

Setting Up Adobe Digital Editions

How do I install Adobe Digital Editions?

How do I authorize Adobe Digital Editions?

Why am I asked to authorize Adobe Digital Editions?

How can I find out if I already have an Adobe ID?

eReading Devices

On which eReaders and other devices can I use my eBooks?

Which app should I use for reading eBooks on my iPad, iPhone, or iPod Touch?

Which app should I use for reading eBooks on my Android phone or tablet?

Adobe Digital Editions does not recognize my device when I connect it to my computer.

I can't install Adobe Digital Editions on my device.

Troubleshooting

What is an .acsm file?

I downloaded my eBook but now I can't find it.

How can I change the size of the text in Adobe Digital Editions?

Adobe Digital Editions opens but there is no eBook displayed.

I see the eBook title in the Digital Editions library, but when I click on it nothing happens.

I receive the error: "Error getting license. License server communication problem: E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER"

I receive Error #2038 in Adobe Digital Editions.

I receive the error: "Your Adobe software could not be activated. A bad session ID was used in the header."

I receive an error similar to: "None of the requested vouchers could be obtained", "Content type not acceptable", or "Adobe DRM client error 706/422/810"

I receive the error message: "This document can not be opened because ownership can not be established on this computer."

I receive the error message: "There was an error opening this document. The file is damaged and could not be repaired."

I receive the error message: "The Adobe DRM Activator is not responding."

Answers

General Information

What are the differences between the different format names shown at eBookMall? : PDF, PDF (Adobe DRM), ePub, and (ePub Adobe DRM)

PDF is Adobe's standard document format, with the .pdf extension. This is a good choice for reading on your computer screen. PDF eBooks can also be read on smaller screens like those on eReaders, but PDF is not recommended for the smallest screens, like those on smartphones.

ePub is the current open-source eBook format that is standardized by the International Digital Publishing Forum (IDPF). ePub is designed for reflowable content, which means that the text of the eBook can rearrange itself to fit the screen size of the device being used. This is the best choice for smaller screens like those on smartphones or eReaders.

When "Adobe DRM" is shown in the format name, that means that the book publisher requires DRM (digital rights management) to be applied to the eBook. In this case, the eBook must be opened with an authorized copy of Adobe Digital Editions. We have step-by-step instructions on how to do this on our Adobe Digital Editions page.

What software is required to open the eBooks?

PDF

Any program that can display .pdf files can be used, such as Adobe Reader. If using the eBook on an Apple iOS device, Readmill is recommended. If using the eBook on Android, Aldiko Book Reader is recommended.

ePub

Any program that can display .epub files can be used, such as Adobe Digital Editions, Calibre, and others.

If using the eBook on an Apple iOS device, Readmill is recommended. If using the eBook on Android, Aldiko Book Reader is recommended.

PDF (Adobe DRM) and ePub (Adobe DRM)

Adobe Digital Editions must be used during the eBook download. If using the eBook on an Apple iOS device,  Readmill is necessary. If using the eBook on Android, Aldiko Book Reader can be used.

Can I print the eBooks from eBookMall?

This depends on whether the book publisher has allowed printing. Book publishers who publish PDF and ePub eBooks decide whether they will allow printing or not, and they either enable or disable the function. Most choose to disable the printing function in order to help protect their copyrights. eBookMall, as a retailer, is not able to modify this setting.

How can I read my Adobe DRM eBook on a new or second computer?

You can do this if you authorized Adobe Digital Editions with your Adobe ID before you downloaded the eBook for the first time. If you did that, then you can authorize Adobe Digital Editions on your second computer with the same Adobe ID, and download the eBook directly to that computer.

1. Install Adobe Digital Editions on your second computer.

2. Authorize Adobe Digital Editions

a) If you don't already have an Adobe ID, create one here.
b) Open Adobe Digital Editions
c) Click on Help in the menu at the top
d) Click on Authorize Computer
e) Follow the prompts to enter your Adobe ID username and password to Authorize.

If you don't remember your Adobe ID or need additional information, please see Adobe's ID FAQs.

3. Download your eBook

What are the system requirements for Adobe Digital Editions?

Please see Adobe's Digital Editions System Requirements.

Setting Up Adobe Digital Editions

How do I install Adobe Digital Editions?

1. Go to Adobe Digital Editions on Adobe's website

2. Scroll down until you see "Adobe Digital Editions Installer" displayed in a grey box

3. Click the button that says "Install". The installation takes place within your browser without a separate installer.

How do I authorize Adobe Digital Editions?

1. If you don't already have an Adobe ID, create one here.

2. Open Adobe Digital Editions

3.Click on Help in the menu at the top

4. Click on Authorize Computer

5. Follow the prompts to enter your Adobe ID username and password to Authorize.

Why am I asked to authorize Adobe Digital Editions?

Adobe has a system in place that will allow users to read their eBooks on multiple computers and devices. This is accomplished by "authorizing" Adobe Digital Editions with an Adobe ID account.

If you would like to be able to read your eBook on a computer other than the one on which you first purchased the eBook, this process is necessary. It will also allow you to re-download the eBook to your computer if you lose the eBook or upgrade your operating system, and it will allow you to read the eBook on an eBook reading device.

In order for this to work, you must authorize Adobe Digital Editions with your Adobe ID before you download an eBook for the first time. That way, Adobe will associate the eBook with your Adobe ID. If you wish to use the eBook on another computer later, do the same thing: authorize Adobe Digital Editions with the same Adobe ID before you download the eBook.

If you skip this process, you will not be able to download the eBook again at a later time and you will not be able to use the eBook on a second computer or eReading device.

How can I find out if I already have an Adobe ID?

Go to the Adobe ID sign-in page and click on "Did you forget your Adobe ID?"

eReading Devices

On which eReaders and other devices can I us emy eBooks?

For PDF (Adobe DRM) and ePub (Adobe DRM)

Computers: Windows 7, Vista, XP, and Mac OS X with Adobe Digital Editions.

eReaders: Sony Reader, Nook, BeBook, COOL-ER, Kobo eReader, Cybook, Aluratek Libre, Pandigital Novel, and other dedicated eReaders. Check Adobe's full list of supported devices to see if yours is included.

Android: Android smartphones and tablets with Aldiko Book Reader.

Apple iOS: iPad, iPhone, and iPod Touch with Readmill.

For PDF and ePub

These files, which do not have DRM applied, can be used on any computer or eReader that supports .pdf or .epub files. We recommend using the same software shown above, but you can usually make use of any other program that you already have for these file types.

Which app should I use for reading eBooks on my iPad, iPhone, or iPod Touch?

Readmill is the app we recommend. Note: For Adobe DRM, you must first download the eBook to your computer via Adobe Digital Editions. Then, follow the instructions on our Readmill page to transfer the eBook to your device.

Which app should I use for reading eBooks on my Android phone or tablet?

Aldiko Book Reader is the app we recommend. Note: For Adobe DRM, you must first download the eBook to your computer via Adobe Digital Editions. Then, follow the instructions on our Aldiko Book Reader page to transfer the eBook to your device.

Adobe Digital Editions does not recognize my device when I connect it to my computer.

This happens occasionally with Adobe Digital Editions. Sometimes when working with harware that connects to the computer via USB, the computer “forgets” that the device is there.

First, restart the computer. If that doesn’t work, experiment with the order in which you connect the device and open Adobe Digital Editions. For example:

1. Begin with the device off and not connected, and Adobe Digital Editions closed.
2. Open Adobe Digital Editions.
3. Connect the device.
4. Turn the device on.

or

1. Begin with the device off and not connected, and Adobe Digital Editions closed.
2. Connect the device.
3. Open Adobe Digital Editions.
4. Turn the device on.

or

1. Begin with the device off and not connected, and Adobe Digital Editions closed.
2. Connect the device.
3. Turn the device on.
4. Open Adobe Digital Editions.

If none of that works, uninstall Adobe Digital Editions, and then reinstall it.

If that doesn't work, see if you can find a firmware update for your device.

If that doesn't work, contact the manufacturer of your device because it is not correctly interacting with your computer.

I can't install Adobe Digital Editions on my device.

It is not possible to install Adobe Digital Editions on any devices. Adobe Digital Editions is used during the download of the eBook to your computer. After you've downloaded the eBook, you can then transfer it to your device. The method for this depends on what kind of device you have, so check our device list for instructions.

Troubleshooting

What is an .acsm file?

ACSM files are a normal part of Adobe's DRM eBook download process. The .acsm file is not the eBook itself. They are small files that manage the download of your eBook, including the process of associating your Adobe ID with the eBook file.

If you've downloaded an .acsm file, it must be opened in Adobe Digital Editions. Opening the file in that program will allow the eBook downloading process to continue. Please see our Adobe Digital Editions page for full instructions.

I downloaded my eBook but now I can't find it.

When you install Adobe Digital Editions, a folder called "My Digital Editions" is created in your My Documents folder (Windows) or Documents folder (Mac). Adobe DRM eBooks automatically save to that folder.

If that folder doesn't exist on your computer, you might need to install Adobe Digital Editions.

If you're sure you downloaded the eBook but it is not in the My Digital Editions folder, please follow the instructions for Adobe Digital Editions opens but there is no eBook displayed.

How can I change the size of the text in Adobe Digital Editions?

Either at the top or the bottom of the screen, there is a box with a percentage in it. There is a - one side of it, and a + on the other. Click the + button to increase the percentage, and the text will become larger. Click the - button and the text will become smaller.

Adobe Digital Editions opens but there is no eBook displayed.

1. Temporary Internet Files folder is full -

Adobe software uses your temporary internet files folder (or cache) to transfer eBooks to the "My Digital Editions" folder after downloading. If this folder is full, your download won't be able to complete.

You can clear out this folder in your browser. For example, in Internet Explorer, go to Tools > Internet Options. In the middle section called "Temporary Internet Files" click the "Delete Files" button. If you are using a different browser, the process will be similar.

Then try the eBook download again.

2. Your .acsm file is not opening -

Look on your Desktop or in My Documents for a folder called My Digital Editions. If there is a file ending in .ascm, right-click on it, click Open With, and select Adobe Digital Editions.

I see the eBook title in the Digital Editions library, but when I click on it nothing happens.

Try double-clicking on the title. If that doesn't work, click the arrow to the left of the title, then click "Open".

I receive the error: "Error getting license. License server communication problem: E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER"

This error message appears when you're trying to open an ebook without the correct authorization. This commonly happens for a few different reasons:

- you've purchased the ebook sometime in the past and you're trying to download it again, or
- you're trying to use the ebook on a new computer/device or a computer that has had its operating system upgraded/reinstalled, or
- you're trying to re-download an ebook that you'd previously lost or deleted.

Adobe does allow users to re-download previous purchases and to use their ebooks on multiple computers and devices, but their DRM system must be handled properly if you want this to work. Before you download an Adobe ebook for the first time, you must authorize Adobe Digital Editions with an Adobe ID. If you do that, then you can authorize Adobe Digital Editions on other computers with the same Adobe ID, and Adobe will allow you to use your ebooks on those computers as well.

If you did not authorize Adobe Digital Editions with an Adobe ID before you downloaded the ebook for the first time, then you won't be able to use the ebook on multiple computers.

To solve this error message, you can deauthorize Adobe Digital Editions and then re-authorize with the correct Adobe ID.

1. Deauthorize Adobe Digital Editions

   a) Open Adobe Digital Editions

   b) On your keyboard, simultaneously press the Ctrl, Shift, and D buttons (Windows) or the Cmd, Shift, and D buttons (Mac)

   c) Click the button that says Deauthorize Computer

2. Authorize Adobe Digital Editions with the correct Adobe ID

   a) Open Adobe Digital Editions

   b) Click on the Library button (an icon that looks like three books near the top-left of the screen)

   c) Click on the downward arrow next to the word LIBRARY

   d) Click on Authorize Computer

   e) Enter your Adobe ID username and password

3. Login to your eBookMall account to download the eBook.

I receive Error #2038 in Adobe Digital Editions.

The full text of error message is:

IOError on local file open

Path:
(this varies depending on the eBook being downloaded)

Event Detail:
Error #2038
--- end ---

We have been able to come up with a few possible solutions for this.

Option A. This error occurs when the eBook is no longer in your My Digital Editions folder.

1. Delete the eBook from the Library in Digital Editions. At the top, click on "Library". This will take you to the Library view. Click the title that you need to delete. Click the arrow next to it, then select "Delete".

2. Login to your eBookMall account to download the eBook again.

Option B. Adobe Digital Editions will run into trouble if your hard drive or other similar folders has non-English characters in the name. If you remove those characters, Adobe Digital Editions should behave normally.

Option C. Adobe Digital Editions need to be reinstalled.

1. Reinstall Adobe Digital Editions. First uninstall it, then download it again.

2. Login to your eBookMall account to download the eBook again.

I receive the error: "Your Adobe software could not be activated. A bad session ID was used in the header."

This can be resolved by closing Adobe Digital Editions and re-opening it. After you do that, try the eBook download again.

I receive an error similar to: "None of the requested vouchers could be obtained", "Content type not acceptable", or "Adobe DRM client error 706/422/810"

There are a few different things that could be causing this:

1. Temporary Internet Files folder is full -

Adobe software uses your temporary internet files folder (or cache) to transfer eBooks to the "My Digital Editions" folder after downloading. If this folder is full, your download won't be able to complete.

You can clear out this folder in your browser. For example, in Internet Explorer, go to Tools > Internet Options. In the middle section called "Temporary Internet Files" click the "Delete Files" button. If you are using a different browser, the process will be similar.

2: Pop-up Blockers

Temporarily turn off all pop-up blocking programs. Most new browsers have a pop-up blocker built in, so you may have to disable that as well.

3: Internet Accelerators

Turn off Internet acceleration applications. (See the documentation included with the application for instructions.)

I receive the error message: "This document can not be opened because ownership can not be established on this computer."

This usually happens if you have reinstalled any or all of your Adobe software, including Adobe Reader or Adobe Digital Editions.

To solve this, make sure to open your eBooks with Adobe Digital Editions. Your computer may be set to automatically open PDF files with Adobe Acrobat or Adobe Reader.

If your eBook does not automatically open with Adobe Digital Editions, you will have to direct it to open with that program. Right-click on the file, go to "Open With", and click Adobe Digital Editions. Or, open Adobe Digital Editions and in the upper-left area and find LIBRARY. Click the downward arrow next to LIBRARY, then click on Open. Find the eBook on your computer. It should be in a folder called My Digital Editions, which is in your main Documents folder.

I receive the error message: "There was an error opening this document. The file is damaged and could not be repaired."

This error message comes from Adobe Reader or Adobe Acrobat. An error is being generated because those programs were not designed to work with Adobe's DRM for eBooks.

The solution is to open the file with Adobe Digital Editions. If your eBook does not automatically open with Adobe Digital Editions, you will have to tell it to open with that program. Right-click on the file, go to "Open With", and click Adobe Digital Editions. Or, open Adobe Digital Editions and in the upper-left area and find LIBRARY. Click the downward arrow next to LIBRARY, then click on Open. Find the eBook on your computer. It should be in a folder called My Digital Editions, which is in your main Documents folder.

I receive the error message: "The Adobe DRM Activator is not responding."

1. You might be using Adobe Acrobat or Adobe Reader. Adobe DRM eBooks will only work in Adobe Digital Editions.

2. If you have a firewall on your computer, temporarily disable it or lower its security settings, then then try your download again.