ADE Troubleshoot FAQs

Solution # (Windows)
Adobe ID could have issues authorizing

Try de-authorizing Adobe Digital Editions, and then authorize it again.

1. To de-authorize Adobe Digital Editions, click Help > Erase Authorization.
2. In the pop-up window that opens, enter the password for the account you used to authorize Adobe Digital Editions.
3. Click Erase Authorization. Re-Launch ADE app
4. Once ADE App have been relaunched, Authorize it again. click on Help > Authorize Computer and enter your Adobe ID credentials again.

Solution #  (Windows /  Mac)
Adobe ID may have server issues trying to connect account.

Try to Login / Sign up on the original adobe website to ensure your adobe login details are active.

1. Troubleshoot by opening a new browser window, (incognito / guest)  and go to  https://www.adobe.com/  and click "sign in"  on the top right.

3. If you already have an adobe ID sign in instead, to check if your account works fine. ( Reset your Password if required )

4. If you do not have an Adobe ID, Click "Create an account" Instead and Sign Up

3. After verifying your Adobe account works in the main website, Restart your Adobe Digital Editions and try to Authorize with Adobe ID again.

Solution # (Windows)
App could be in minimize mode (if app icon shows up in the taskbar after opening)

Try to move or maximize the app window with alt + space method
1. Locate the ADE app Icon on your taskbar below and click on the icon
2. On your keyboard  press the keys alt + Spacebar
3. A context menu will show up. locate it
4. Select "Restore" or "Maximize" or "Move" on the menu to see if the window is visible or located.

> Ensure when you download ADE to a computer/device, you authorize /sign in to the primary device through your Adobe ID.

How To # - For  Mobile Apps & Secondary Computers

Once you have downloaded and signed in with your Adobe ID on the secondary device.

- Sync function should work, but might take some time. ( Ensure you have synced option checked in your device settings. )

-  Alternatively you can download & open the ebook ACSM file directly through EditionGuard link initially sent to your email before the course.

( If Sync does not work - You will need to transfer the ACSM file or use your EditionGuard link previously sent to your email  to open the ebook on your secondary device. ) - Maximum of 6 devices can be signed in with your Adobe ID

> There is a probability ADE IOS app may have graphic compatibility issue with device.

> Ensure ADE IOS app is at its latest version.

Should the problem persist, do the following below:
> Solution for ipad / iphone  
 

1. On the bottom of the ADE app menu bar click on the display icon
2. Toggle between the dark and visibility modes to see if the ebook formatting renders back to normal.

Important to change the setting in order to view the content.

 > Check if you have done the following.
-  You have signed in with the same adobe ID that you have  activated the ebook with.
-  Ensure that the Time zone  / clock on your devices that is reading the ebook are similar

Try the following steps to troubleshoot
1. De-authorize your Adobe ID with the device
2. Re-authorize your device again with the Adobe ID. ( ensure that it is similar to the ID that you have initially authorized the ebook with.

If problem persists, do reach out to us to request for a secondary link.

Solution #1 (Windows)

1.  Exit/Close ADE application
2. Open Windows Registry by using "run" 'regedit' or by opening the 

3. Search for the following folder: HKEY_CURRENT_USER\Software\Adobe\Adept\Activation

4. The 'Activation' folder can be entirely deleted.

5. Relaunch ADE

Solution #1 (Mac)

1. In Finder, find the 'Go' option on the menu bar and click 'Go to folder' and type the following in: ~/Library/Application Support/Adobe/Digital Editions/

2. Delete the activation.dat file within the 'Digital Editions' folder.

3. Restart ADE and it should be deactivated at this point. You should be good to sign back in.