Help > Frequently Asked Questions > Common Problems

Common Problems

Downloading

  • When I try to download a book from my iPad or iPhone with Google Chrome, I get the following error message: "Download failed."

    Some versions of Chrome for iOS have trouble opening the .acsm file that is downloaded when you borrow an ebook. To download an ebook from your iPad or iPhone, use must use the Safari browser, installed by default, or use another browser such as Opera or Dolphin, which are available for free from the App Store.

  • When I click on the Download button, nothing happens.

    Try using another Internet browser:

    • On a computer, try with Firefox or Google Chrome.
    • On an Apple device, try with Safari or Opera.
    • On an Android device, try with Opera Mini or Google Chrome.

    If you have no other browser on your device, you must install one.

  • When I try downloading an ebook by clicking on the link in the email, I get the following error message: "The loan activation failed. Please try again in a few minutes."

    This is a temporary error. Please wait a few minutes and try downloading the ebook again.

  • When I try download an ebook on my Android device, I get the following error message: "No tokens available for download."

    Try using another Internet browser, such as Firefox or Google Chrome, instead of the default browser on your device. You can download other browsers for free from the Google Play Store.

  • It has been over 15 minutes since I borrowed an ebook and I have not received an email.

    If you did not receive an from us email in your inbox, it is possible your email client may have flagged it as spam. Please check your spam or junk folder to see if the email is there.

Opening a Book

  • I have multiple e-reading apps installed on my tablet. How can I choose which one will open the book I just borrowed?

    On an Apple device

    When downloading the book, click on Open in... and choose the desired app.

    On an Android device

    When downloading the book, choose the desired app in the Complete action using window.

  • When I download an ebook on my computer, it doesn't open with the right program. How do I change the default program for ebooks?

    Windows 7 and 8
    1. Go to Start > Control Panel > Default Programs > Associate a file type or protocol with a program.
    2. Under Extensions, select .acsm puis and click the button Change program. The window Open with should appear.
    3. Click on the Browse button and find the desired program. For example, Adobe Digital Editions should be in "C:\Program Files\Adobe\Adobe Digital Editions\digitaleditions.exe".
    4. Click on Open to associate the .acsm file type with the selected program.
    5. Double-click on the file URLLink.acsm that you downloaded. It should now open in the desired program.
    Mac
    1. Right-click on the file URLLink.acsm that you downloaded and select Get info.
    2. In the Open with: drop-down menu, choose the desired application.
    3. Click on the Change all button to associate all files with the selected application.
    4. Click on Continue.
    5. Double-click on the file URLLink.acsm that you downloaded. It should now open in the desired application.
  • When I try opening the book I just downloaded, my computer ask me to choose an application to open it.

    This problem occurs when no ebook reading software is installed on your computer. To install an application compatible with your e-reader, refer to the Startup Guide for your device.

  • When I try opening the book I just downloaded, I get this error message on my computer: "This file type is not supported or damaged".

    This problem occurs when no ebook reading software is installed on your computer. To install an application compatible with your e-reader, refer to the Startup Guide for your device.

Adobe Digital Editions

  • Error message: E_AUT_USER_ALREADY_ REGISTERED

    You are trying to open an ebook that has already been opened on an authorized device, on a device that is not authorized. When you open an ebook on different devices, make sure that they are all authorized with the same Adobe ID.

  • Error message: E_BAD_LOAN _ID

    This message sometimes appears when returning a book. It is a known bug in Adobe Digital Editions version 2. You must wait until the end of the lending period for the book to be returned. Please note that this bug does not necessarily occur with all returns.

  • Error message: E_LIC_ALREADY_RETURNED

    You are trying to open a book that has already been returned. If you want to open it, you need to borrow it again.

  • Error message: E_ADEPT_IO

    An error occurred while downloading the ebook. Try opening the file URLLink.acsm again.

  • Error message: E_ADEPT_DATABASE

    This error message indicates a communication problem between your computer and the ebook warehouse where Peace Library System's books are stored. Check your Internet connection and make sure that no program, such as antivirus software or a firewall, is blocking the connection. If the error persists, the digital warehouse may be temporarily down. Please wait a few minutes and try reopening the book.

  • Error message: E_ADEPT_TIMEOUT

    This error message indicates a communication problem between your computer and the ebook warehouse where Peace Library System's books are stored. Check your Internet connection and make sure that no program, such as antivirus software or a firewall, is blocking the connection. If the error persists, the digital warehouse may be temporarily down. Please wait a few minutes and try reopening the book.

  • Error message: E_ADEPT_REQUEST_EXPIRED

    This error occurs when one or more settings on your computer are incorrect, such as the time, date or time zone. Check your settings and restart Adobe Digital Editions.

  • Error message: E_URLLINK_NO_DISTRIBUTION_RIGHTS

    This error indicates a problem with the ebook file. It is not caused by you or your computer. Please notify your library of this error with the contact form.

  • Error message: E_ADEPT_NO_TOKEN

    This error indicates a problem with the ebook file. It is not caused by you or your computer. Please notify your library of this error with the contact form.

  • Error message: E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER

    You are trying to open an ebook that has already been opened on an authorized device, on a device that is not authorized. When you open an ebook on different devices, make sure that they are all authorized with the same Adobe ID.

  • Error message: E_LIC_LICENCE_SIGN_ERROR

    This error indicates a problem with the ebook file. It is not caused by you or your computer. Please notify your library of this error with the contact form.

  • Error message: E_ADEPT_CORE_DECRYPT_LICENSE_KEY

    This error message is due to a known incompatibility between Adobe Digital Editions version 3 and Peace Library System's ebooks. To fix this problem, you must reinstall version 2 of Adobe Digital Editions.

  • Error message: Error contacting authentication server.

    This error message generally indicates a problem with your Internet connection. Check your Internet connection and make sure that no program, such as antivirus software or a firewall, is blocking the connection.

  • Error message: None of the requested vouchers could be obtained.

    An error occurred while downloading the ebook. Try opening the file URLLink.acsm again.

  • Error message: E_AUTH_BAD_DEVICE_KEY_OR_PKCS12.

    This error message indicates a problem with your reading device or application. Try to install and uninstall your reading application, then authorize your Adobe ID again.

Sony Reader

  • Error message: Protected by Digital Rights Management

    This error occurs when you have transferred a borrowed to an e-reader that is not authorized with the same Adobe ID as Reader for PC/Mac.

    To fix this problem, open Reader for PC/Mac and connect your Reader to your computer. On your Reader, select Data Transfer Mode or Yes, depending on the question asked. The Reader app will ask you if you want to authorize your Reader with your Adobe ID. Answer yes and you should now be able to read your book.

  • Error message: 20004 check if date & time are set correctly to computer

    This error occurs when one or more settings on your computer are incorrect, such as the time, date or time zone. Check your settings and restart Reader for PC/Mac.

  • I want to transfer ebooks from Adobe Digital Editions to my Sony Reader, but I don't see my reader in Adobe Digital Editions.

    Adobe Digital Editions is not compatible with the Sony Reader. To transfer books to your Reader, refer to our Startup Guide.

Kobo Readers

  • Error message: Oops! This document is protected by Adobe Digital Rights Management (DRM) and is not currently authorized for use with your Adobe ID.

    This error occurs when you have transferred a borrowed book to an e-reader that is not authorized with the same Adobe ID as Adobe Digital Editions.

    To fix this problem, you must reauthorize your e-reader. To know how, refer to our Kobo Startup Guide