Adobe Digital Editions troubleshooting

Do you use Adobe Digital Editions?

Patrons who are borrowing eBooks from the ORL eBooks collection, https://orl.overdrive.com, and who are downloading them to Adobe Digital Editions (ADE) may experience some problems with that program.

Examples of problems that have been reported so far include, Adobe Digital Editions is closing suddenly, or seeing error messages such as E_STREAM_ERROR, E_AUTH_NOT_READY, E_ACT_NOT_READY, or Error! Check Activation, when downloading eBooks to Adobe Digital Editions.

ORL staff are working as quickly as possible to help patrons resolve the issues that they are experiencing with Adobe Digital Editions. Thanks for your patience, during this busy time!

Are you experiencing any problems with Adobe Digital Editions? You may wish to try out some of these troubleshooting steps.

 

Troubleshooting

Step 1. Try deauthorizing and reauthorizing Adobe Digital Editions

In many cases, deauthorizing and reauthorizing Adobe Digital Editions, can resolve the issue.

You will need to know the password for the Adobe ID or OverDrive Account that is being used to authorize Adobe Digital Editions and your eReader, in order to complete this troubleshooting step.

You will need to re-authorize Adobe Digital Editions with the same Adobe ID, or OverDrive Account, you are using now, as creating a new one, or using a different one, can cause other issues when trying to open eBooks that had been associated with your current Adobe ID, or OverDrive Account.

You can check what email address you are using for the Adobe ID, or OverDrive Account, to authorize Adobe Digital Editions, by opening ADE, clicking on Help, then clicking on Authorization Information. In the window that appears, you will see the email address you are using to authorize the ADE, and whether you are using and Adobe ID, or an OverDrive Account, to authorize the program.

In the case that you have forgotten the password you are using for your Adobe ID, you can reset your password by going to https://www.adobe.com/account.html, clicking on the Forgot Password? link and entering the email address that you are currently using for the Adobe ID, you will receive instructions for how to create a new password at that email address.

In the case that you have forgotten the password for your OverDrive Account, you can reset your password by going to https://www.overdrive.com/account/sign-in?returnUrl=%2Faccount%2Fsign-in, clicking on the reset your password link and entering the email address that you are currently using for the OverDrive Account, you will receive instructions for how to create a new password at that email address.

 

Here is how to deauthorize and reauthorize Adobe Digital Editions.

  1. Open Adobe Digital Editions (ADE) on the computer.
  2. If there is an eBook that you’ve downloaded that triggered the error, remove that eBook that's from your library in ADE. Right-click on the title, click Remove from Library.
  3. Press the Ctrl-Shift-D keys on the computer’s keyboard (Command + Shift + D on Macs).  A pop-up window will appear asking you if you want to erase computer authorization, you may need to enter the password you are using for your Adobe ID, or OverDrive Account, to complete the process. Click Erase Authorization.
  4. Click Help, then Authorize Computer, enter your Adobe ID information again (or, open the eBook vendor menu, and select OverDrive, then enter your OverDrive Account information). Click on Authorize.
  5. Try downloading the eBook from your Loans page on the ORL eBooks site again, https://orl.overdrive.com/account/loans , and then try transferring it to your eReader.

If you are still having trouble downloading one particular eBook, you may need to try to download a different eBook. If you are still having trouble downloading eBooks to Adobe Digital Editions, try out the next step.

 

Step 2. Try to uninstall and re-install Adobe Digital Editions

Sometimes uninstalling ADE, then re-installing it, can resolve the issue you are having.

How to uninstall ADE

More information about how to uninstall and re-install ADE is available from OverDrive Help at the following links:

For Windows computers: https://help.overdrive.com/customer/en/portal/articles/1481610

For Mac computers: https://help.overdrive.com/customer/en/portal/articles/1749248

 

Installing ADE – the most current version

After you have uninstalled ADE, the first thing to try is, is to install the most current version of ADE. It is available from the following link: http://www.adobe.com/solutions/ebook/digital-editions/download.html .

After you have re-installed ADE, you may need to reauthorize it with your Adobe ID, or OverDrive Account.

In ADE, click Help, then Authorize Computer and enter your Adobe ID information again (or, open the eBook vendor menu, and select OverDrive, then enter your OverDrive Account information). Click on Authorize.

Test this version of ADE to see if it works. Try downloading a eBook from your Loans page on the ORL eBooks site, https://orl.overdrive.com/account/loans , or try checking out and downloading a new eBook.  

 

Installing ADE – earlier versions

If you are still having trouble downloading eBooks to the latest version of Adobe Digital Editions, you may need uninstall that, and then install an earlier version of the program.

Earlier versions of Adobe Digital Editions are available at the following link: http://www.adobe.com/support/digitaleditions/downloads.html

Try installing ADE 3.0. After you have installed ADE, you may need to reauthorize it with your Adobe ID, or OverDrive Account. In ADE, click Help, then Authorize Computer and enter your Adobe ID information again (or, open the eBook vendor menu, and select OverDrive, then enter your OverDrive Account information). Click on Authorize.

Test ADE to see if it works - try downloading an eBook from your Loans page on the ORL eBooks site, https://orl.overdrive.com/account/loans , or try checking out and downloading a new eBook.

 

Other ways to find help

Check out the OverDrive Help website

Additional help and troubleshooting steps can be found at the OverDrive Help website, http://help.overdrive.com

 

Getting help from the library

If you are still having trouble downloading eBooks to Adobe Digital Editions, please contact info@orl.bc.ca and include the following information:

  • The wording for any error message you are seeing
  • Your ORL library card number
  • The title(s) of the book(s) you are attempting to download
  • The version of ADE you are using, and the type of eReader you are using
  • Your computer’s operating system
  • Indicate you are using the ORL eBooks collection

We are sorry for any inconveniences you may be experiencing when using Adobe Digital Editions. Thanks for your understanding and patience.