Troubleshooting eBook Issues
Q: How can I access the eBook in
Firefox
Q: How can I access the eBook in
Google Chrome
Q: How can I access the eBook in
Microsoft Edge
Q: How can I access the eBook in
Internet Explorer
Essential
Pre-requisites
Q: What Operating system are you using?
A: It is recommend to
use Windows as other operating systems like MAC, IOS and Android can cause
issues.
Q: What PDF reader are you using?
A: It is recommend
to use Adobe Reader 11/DC as these have been tried and tested by Combined
Knowledge.
Q: What Browser are you using?
A: It is recommend
to use Internet Explorer 11 as other browsers Microsoft Edge doesn’t work and
other browsers have additional steps (see below).
Q: What version of FileOpen are you using?
A: It is recommend
for you to use the Exe installer and use the version a BXXX (replacing XXX with
the latest version)
Q:
If you are receiving the error: Document
Access Denied. You have already registered your quota of machines
A: Email online@combined-knowledge.com stating your eBook username and the error message you
are receiving
Q:
If you are receiving the error: Document
Access Denied. Your subscription has been suspender. Please contact your
subscription department if you wish to renew
A: Email online@combined-knowledge.com stating your eBook username and the error message you
are receiving
Q:
If you are receiving the error: Document
Access Denied. This machine is registered to a different user.
A: Email online@combined-knowledge.com stating your eBook username, the error message you
are receiving and any eBook users that may have used on your machine
Q:
If you are receiving the error: The
FileOpen client has encountered an error. Please re-start Exchange-Pro/Adobe
Reader
A: Navigate to
c:\program files\FileOpen\Services – double click FileOpenBroker – try
accessing the eBook again
Q:
If you are receiving the error: Document
Access Denied. Your subscription does not include access to this document.
Please contact us if you would like to extend your subscription.
A: Make sure you are
accessing the right eBook and version. If you still can’t access the eBook
email online@combined-knowledge.com stating your eBook username and the error message you
are receiving
Q: How
can I access the eBook in Firefox
A: Google Chrome must be
configured to use the Adobe's PDF plug-in to display PDF files.
1.
First, verify that this you are
using the latest Firefox available by navigating to Firefox>Help>About
Firefox.
Firefox 20 was the latest when this screenshot was taken. But it still
correctly shows where to find the version number. If you see "Firefox is
up to date" then you have the latest.
2.
Next, navigate to
Firefox>Add-ons>Plugins to verify that the Adobe Acrobat plug-in exists,
is up-to-date and enabled.
3.
You may have to restart
Firefox several times to get the Enabled setting for Adobe Acrobat to
"stick". Keep trying. It will stick eventually.
4.
Finally Firefox must be
configured to use the Adobe plugin when displaying. Go to Firefox>Options>Options>Applications
5.
Search for "pdf"
(without quotes) in the search box. Select the action Use Adobe Acrobat
(in Firefox).
6.
Click
OK to finish configuring Firefox. You can test your configuration by opening
the installcomplete.pdf
Q:
How can I access the eBook in Google Chrome
A: Google Chrome
must be configured to use the Adobe's PDF plug-in to display PDF files.
Note: These steps will
only work in Windows
- Open Google Chrome.
- Type: ‘chrome://settings/content/pdfDocuments’
into the URL bar.
- Tick Download PDF files instead of automatically opening them in
Chrome
- Try accessing the eBook again.
Q:
How can I access the eBook in Microsoft Edge
A: Microsoft Edge is not
a supported browser
Q:
How can I access the eBook in Internet Explorer
A: please follow the
eBook installation instructions provided in the email
Q: How can I access the
eBook using a mac
1.
First, you need to have Adobe Reader installed. If you do
not have it, visit http://get.adobe.com/reader/ to get the latest
version.
2.
Next, the FileOpen plug-in needs to be installed. Before
installing the plug-in you need to quit out of Adobe Reader as outlined in the
image below.
3.
Download the FileOpen installer for Mac OS 10.6+ from http://plugin.fileopen.com/current/FileOpenInstaller.dmg.
4.
Open FileOpenInstaller.dmg and run the installer
inside, FileOpenInstaller-B926.pkg. If you this error message, "FileOpenInstaller-B926.pkg"
can't be opened because it is from an unidentified developer, then
secondary-click on the .pkg to get the context menu and click Open.
5.
Verify the FileOpen Client is listed as a Third-Party
Plug-in within Adobe Reader as outlined in the image below.
6.
Verify that you can open the install complete.pdf test file with Adobe
Reader, not Apple's Preview.
7.
If you are using Mac OSx 10.8+ protected documents
can no longer be viewed in Safari. The best practice is to open the protected
document using the "Open with a Different Viewer" button in
Firefox (image below).
8.
Select Adobe Reader from the resulting Dialog box
Q: How to save eBook
Note: this is only
available when using Method
1.
Press Alt on your
keyboard
2.
Click File – Save
As
3.
Choose a location
and file name
4.
Click Save
Q:
How to annotate a local copy of the eBook
Note:
The HIGHLIGHT and STICKY NOTE options are disabled.
1. At the top right in
Acrobat, click the Comment pane.
2. Open the Annotations panel
or Drawing Mark-ups panel.
3. Select a tool, and click
the page where you want to add annotation.
