eBook troubleshooting
Solutions to ebook download problems.
No ebook download link
Your ebook download link will be sent to the email address you used to login. (We will send you two emails, one order confirmation and one containing your download link.)
1. Check your inbox and spam folders for an email from orders@hymnsam.co.uk.
2. The download link is also saved in your website account. Login to my-account with your email address and password to retrieve the link.
The email shows an error message instead of a download link
There is a technical problem with the ebook you have ordered.
1. Please contact info@hymnsam.co.uk. Normally we can send the correct download link within 1-2 days.
Downloading to a computer
Clicking the download link brings up a blank/nonsense Internet page (on a computer)
The wrong program is trying to open your ebook. The file must be opened by Adobe Digital Editions (not Adobe Reader).
1. Go to the downloads folder on your computer and find the file: ebook_title.acsm (“Adobe Content Server Message”)
2. Right-click and choose the “open with…” option
3. Click “Choose default program…” and select Adobe Digital Editions
Error message: “not supported file type" or "the file has been damaged (for example, it was sent as an email attachment and wasn’t correctly decoded)”
This error message can appear if Adobe Reader (instead of Adobe Digital Editions) tries to open the ebook download file.
1. Go to the downloads folder on your computer and find the file: ebook_title.acsm (“Adobe Content Server Message”)
2. Right-click and choose the “open with…” option
3. Click “Choose default program…” and select Adobe Digital Editions
Error message: "Error getting License. License Server Communication Problem: E_ACT_NOT_READY"
This is a problem with older versions of Adobe Digital Editions. You need to de-authorize and then re-authorize Adobe Digital Editions with your Adobe ID.
1. Open Adobe Digital Editions.
2. Press Control+Shift+D (Windows) or Command+Shift+D (Mac)
3. You will get an option to de-authorize or erase authorization (depending on your ADE version), click it and you are done
4. Go To Help > Authorize Computer
5. Enter your Adobe ID and authorize ADE
6. Try downloading the ebook again
Downloading to an Android phone or tablet
Error message: "unable to open file"
Some Android devices require the ebook file to be imported into Bluefire reader manually.
1. Either: install a file manager app on your device (such as ES File Explorer)
Or: connect your device to a computer and open the files using Windows Explorer
Or: connect your device to a computer and open the files using Windows Explorer
2. Find the ebook file (ebook_title.acsm) in your device's download folder and move this to the folder: SD card/Bluefire/Imports
3. Open Bluefire Reader and go to "Info". Tap the "import" button to load your ebook.
