Activating Adobe Digital Editions

ascherjim · 01-19-2010, 04:25 PM

I cannot open my DRM-protected ePub titles with my new PocketBook 360. My registered Adobe Digital Editions reader on my PC recognizes that I have a device attached to my PC (namely my PocketBook 360) but the ADE reader will not activate it. In the ADE website, where presumably all compatible ebook readers are listed, the PocketBook is not one of them. Has anyone else encountered this problem -- and solved it?

Yar-PocketBooker · 01-20-2010, 09:09 AM

I do it on my PC, easily. When I get back to it later today, I'll tell you step-by-step what to do. Although PB is not listed as a choice, you can choose Cybook, for example, and it is going to work.
Will come back to this later today, when I'm on my PC (now I'm using my wife's mac, although I love it, but it is not mine and doesn't have all that is there on mine machine).

ascherjim · 01-20-2010, 04:52 PM

Quote:

Originally Posted by Yar-PocketBooker

I do it on my PC, easily. When I get back to it later today, I'll tell you step-by-step what to do. Although PB is not listed as a choice, you can choose Cybook, for example, and it is going to work.
Will come back to this later today, when I'm on my PC (now I'm using my wife's mac, although I love it, but it is not mine and doesn't have all that is there on mine machine).

I've been on interactive internet line and phone today at length with Adobe customer service on this issue of my not being able to activate my 360. When I try to activate it when in my ADE reader on my PC, it says I have too many activations. The customer service rep with whom I spoke by phone says I need to get from the seller the 24-digit serial number of the ADE software that's embedded in the firmware or my 360. I gave her the serial number of my device, but that wasn't what she wanted. She wanted the ADE software serial number. Once I have that, then I can call them again and they can activate the 360 for me. Does this make any sense to anyone?

Dulin's Books · 01-20-2010, 06:01 PM

no that doesn't make sense to me. When I had gone over my device limits i simply sent them an email, told them what happened and they reset it so I could install my new device.

They need to get rid of that device limit or fix it so it doesn't see every new firmware update as a new device. really it should be unlimited devices. I'm going to have aproblem again soon when trying some new devices. Maybe i should contact them ahead of time to ask them about it.

edit - btw i just got an ADE update when i started up- anyone know what this update was for?

Jim Lester · 01-20-2010, 06:17 PM

grrr... our phone support, sigh...
The correct response from the phone support should have been to direct you to the support portal http://www.adobe.com/support/digitaleditions (click on 'Submit a web case') as this is the only supported method (and you'll get people that actually understand the problems), unfortunately some times the phone support team tries to be helpful within their limits (and fails).

@Dulin's Books
The last ADE update was 1.7.1 released in April 2009, has it been that long since you launched?

ascherjim · 01-20-2010, 06:35 PM

Quote:

Originally Posted by Jim Lester

grrr... our phone support, sigh...
The correct response from the phone support should have been to direct you to the support portal http://www.adobe.com/support/digitaleditions (click on 'Submit a web case') as this is the only supported method (and you'll get people that actually understands the problems), unfortunately some times the phone support team tries to be helpful within their limits (and fails).

@Dulin's Books
The last ADE update was 1.7.1 released in April 2009, has it been that long since you launched?

This matter I believe is now being handled by and through the very alert Jim Lester by Private Message, at his welcome initiative. I'll keep my fingers crossed.

ascherjim · 01-20-2010, 06:59 PM

Quote:

Originally Posted by ascherjim

This matter I believe is now being handled by and through the very alert Jim Lester by Private Message, at his welcome initiative. I'll keep my fingers crossed.

Yep, Jim handled it. Whew!

Dulin's Books · 01-21-2010, 12:49 PM

Quote:

Originally Posted by Jim Lester

grrr... our phone support, sigh...
The correct response from the phone support should have been to direct you to the support portal http://www.adobe.com/support/digitaleditions (click on 'Submit a web case') as this is the only supported method (and you'll get people that actually understand the problems), unfortunately some times the phone support team tries to be helpful within their limits (and fails).

@Dulin's Books
The last ADE update was 1.7.1 released in April 2009, has it been that long since you launched?

no the last time i launched was in december. Yesterday when it launched to read a pdf it said it was updating first. hmm maybe it was reader that updated not ade but the document opened in the ade window.

I found the support portal method to be very very quick and helpful. No problems at all once I got there. You should put a link to the Support Portal page right in the ADE window under "options".

panda53 · 01-21-2010, 02:32 PM

I suspect I may be having the same problem - I've filled out a support form, had a request for more information, and am now waiting for the outcome.

Adobe Digital Editions was working fine for me - for the first cool-er ebook readers I had. However, I had to return the second one again because it broke after two months (see the Cool-er forum posting for details) and now I cannot authorize the new cool-er.

Whis happened on Monday, the error messages led me to believe it was just a website problem... but I wonder.

Dulin's Books · 01-21-2010, 04:21 PM

http://forums.adobe.com/thread/546172?tstart=0

panda53 · 01-22-2010, 12:21 PM

Thank you!

That worked a treat! And I still haven't had a solution from the Adobe portal yet...

But I don't really understand why it worked... I confess that as my cool-er was brand new and I hadn't changed any of the factory settings, I just went ahead and uninstalled / reinstalled ADE. That didn't work. When I uninstalled again, then reset the to factory settings, and reinstalled it worked!

This forum is fantastic!

fairhsa · 07-19-2010, 10:14 AM

But did anyone actually solve the original problem? Activating it on the pocketbook 360? I have exactly the same problem and I don't even know how to start!

Logseman · 07-19-2010, 11:29 AM

You could start by doing what panda53 has done with his/her device.

1. Uninstall ADE
2. Reset your device to factory configuration: when switching it on, hold the center key and the lower wing button pressed at the same time and then follow the instructions.
Remember to back up your content: books, dictionaries, themes, apps... since the hardware reset swipes it all. Remember as well to have it plugged to your computer or to the power supply.
3. Reinstall ADE and try to authorise it this time.

BTW, if you have firmware version 15.2 installed, you can de-authorise your Pocketbook from the device itself. In order to do that, go to "Settings" and then to "Maintenance". Select "Remove ADE authorisation".

MaggieScratch · 09-30-2010, 12:51 AM

For what it's worth, I had the same problem and was able to solve it by just resetting the device. I didn't have to reinstall ADE.

01-19-2010, 04:25 PM	#1
ascherjim Addict Posts: 260 Karma: 274 Join Date: Apr 2006 Location: Gig Harbor, Washington Device: BeBook One, PocketBook 360, Kindle Paperwhite, Kobo Aura One	Activating Adobe Digital Editions I cannot open my DRM-protected ePub titles with my new PocketBook 360. My registered Adobe Digital Editions reader on my PC recognizes that I have a device attached to my PC (namely my PocketBook 360) but the ADE reader will not activate it. In the ADE website, where presumably all compatible ebook readers are listed, the PocketBook is not one of them. Has anyone else encountered this problem -- and solved it?

01-20-2010, 06:17 PM	#5
Jim Lester Evangelist Posts: 416 Karma: 14682 Join Date: May 2008 Location: SF Bay Area Device: Nook HD, Nook for Windows 8	grrr... our phone support, sigh... The correct response from the phone support should have been to direct you to the support portal http://www.adobe.com/support/digitaleditions (click on 'Submit a web case') as this is the only supported method (and you'll get people that actually understand the problems), unfortunately some times the phone support team tries to be helpful within their limits (and fails). @Dulin's Books The last ADE update was 1.7.1 released in April 2009, has it been that long since you launched? Last edited by Jim Lester; 01-20-2010 at 06:49 PM.

01-21-2010, 02:32 PM	#9
panda53 Connoisseur Posts: 56 Karma: 4220 Join Date: Nov 2009 Location: scotland Device: Kobo Touch and shared Kindle	I suspect I may be having the same problem - I've filled out a support form, had a request for more information, and am now waiting for the outcome. Adobe Digital Editions was working fine for me - for the first cool-er ebook readers I had. However, I had to return the second one again because it broke after two months (see the Cool-er forum posting for details) and now I cannot authorize the new cool-er. Whis happened on Monday, the error messages led me to believe it was just a website problem... but I wonder. Attached Thumbnails

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01-20-2010, 09:09 AM	#2
Yar-PocketBooker Fanatic Posts: 589 Karma: 6976 Join Date: Oct 2009 Location: New York Device: PocketBooks and Onyxes and anything E-Ink...	I do it on my PC, easily. When I get back to it later today, I'll tell you step-by-step what to do. Although PB is not listed as a choice, you can choose Cybook, for example, and it is going to work. Will come back to this later today, when I'm on my PC (now I'm using my wife's mac, although I love it, but it is not mine and doesn't have all that is there on mine machine).

01-20-2010, 06:01 PM	#4
Dulin's Books Wizard Posts: 2,806 Karma: 13500000 Join Date: Nov 2009 Location: Portland, OR Device: Boox PB360 etc etc etc	no that doesn't make sense to me. When I had gone over my device limits i simply sent them an email, told them what happened and they reset it so I could install my new device. They need to get rid of that device limit or fix it so it doesn't see every new firmware update as a new device. really it should be unlimited devices. I'm going to have aproblem again soon when trying some new devices. Maybe i should contact them ahead of time to ask them about it. edit - btw i just got an ADE update when i started up- anyone know what this update was for?

01-21-2010, 04:21 PM	#10
Dulin's Books Wizard Posts: 2,806 Karma: 13500000 Join Date: Nov 2009 Location: Portland, OR Device: Boox PB360 etc etc etc	http://forums.adobe.com/thread/546172?tstart=0

01-22-2010, 12:21 PM	#11
panda53 Connoisseur Posts: 56 Karma: 4220 Join Date: Nov 2009 Location: scotland Device: Kobo Touch and shared Kindle	Thank you! That worked a treat! And I still haven't had a solution from the Adobe portal yet... But I don't really understand why it worked... I confess that as my cool-er was brand new and I hadn't changed any of the factory settings, I just went ahead and uninstalled / reinstalled ADE. That didn't work. When I uninstalled again, then reset the to factory settings, and reinstalled it worked! This forum is fantastic!

07-19-2010, 10:14 AM	#12
fairhsa Junior Member Posts: 2 Karma: 10 Join Date: May 2010 Device: pocketbook 360	But did anyone actually solve the original problem? Activating it on the pocketbook 360? I have exactly the same problem and I don't even know how to start!

07-19-2010, 11:29 AM	#13
Logseman Orisa Posts: 2,000 Karma: 1035571 Join Date: Feb 2010 Location: Ireland Device: Onyx Poke 5	You could start by doing what panda53 has done with his/her device. 1. Uninstall ADE 2. Reset your device to factory configuration: when switching it on, hold the center key and the lower wing button pressed at the same time and then follow the instructions. Remember to back up your content: books, dictionaries, themes, apps... since the hardware reset swipes it all. Remember as well to have it plugged to your computer or to the power supply. 3. Reinstall ADE and try to authorise it this time. BTW, if you have firmware version 15.2 installed, you can de-authorise your Pocketbook from the device itself. In order to do that, go to "Settings" and then to "Maintenance". Select "Remove ADE authorisation".

09-30-2010, 12:51 AM	#14
MaggieScratch Has got to the black veil Posts: 542 Karma: 2144168 Join Date: Aug 2007 Location: Southeastern Pennsylvania Device: Kobo Aura One, Kindle Paperwhite 2	For what it's worth, I had the same problem and was able to solve it by just resetting the device. I didn't have to reinstall ADE.

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