eBook Activation Assistance

If you have problems opening your eBook or did not succeed in activating it, you will find the required assistance below. The most frequent problems and situations are described below and should help you activate your eBook properly.

If you have not tried to activate your eBook yet, see our eBook eBook support page.

I try to open my eBook but get a message that it can't find Adobe Reader, even though I have Reader installed and can read PDF files with it.

This either means that you have an old version of Adobe Reader or that the version you have was not fully installed and is not properly registered with Windows. This can happen even if you can open a PDF file from within Adobe Reader or Adobe Acrobat. The solution is to uninstall the Adobe Reader currently installed on your computer, download the latest version of Adobe Reader from here and reinstall it.

I try to open my eBook but it keeps displaying the message "Detecting Adobe Reader Plugin... please wait..." and the eBook's content never gets displayed.

This either means that you have an old version of Adobe Reader or that the version you have was not fully installed and is not properly registered with Windows. This can happen even if you can open a PDF file from within Adobe Reader or Adobe Acrobat. The solution is to uninstall the Adobe Reader currently installed on your computer, download the latest version of Adobe Reader from here and reinstall it.

When opening my eBook, it only displays a white page.

That can happen if the Adobe Reader is not fully or not at all installed on your computer. The solution is to uninstall the Adobe Reader currently installed on your computer, download the latest version of Adobe Reader from here and install or reinstall it.

When I try to activate my eBook, after a delay I get the message that Secure-eBook was not able to communicate with the Secure-eBook server.

There are several reasons for this:

• You are not connected to the Internet: You need to be connected to the Internet to activate, deactivate or upgrade your eBook.
• You have an aggressive firewall that is interfering with the activation process. The standard Windows firewall will not cause problems, but some of the more aggressive firewalls, particularly those found in corporate networks, can make it difficult or impossible to activate or even read the eBook. Try the following:
  • Turn off the firewall while you are activating. Remember that the firewall may be separate from your computer and only accessible by your network administrator.
  • Specifically enable the Secure-eBook application in your firewall (or ask your network administrator if your are not allowed to do it yourself). The eBook requires the firewall to allow it to access through ports 80 and 443.
  • Try installing the eBook on a computer that is connected directly to the Internet.

I am trying to activate my eBook and it won't work even though I have turned off my firewall.

It is possible that you downloaded and tried to activate the eBook after logging on to your computer using a user account that does not have administration privileges. This is a Windows security restriction. Log on to your computer using an account that is part of the “Computer Administrator Accounts” group (see “Control Panel/User Accounts”).

My activation key does not work, it keeps telling me it is not valid.

There are several reasons for this:

• The activation key you try to use has already been used to maximum number of times. If you have upgraded or reinstalled your computer, it is possible that Secure-eBook does not recognize the computer. If such is the case, the eBook will open in sample mode and Secure-eBook will not allow it to be reactivated. When that happens, you should contact Julstro™ Support, the publisher of the eBook to request your activation key be reset. That will allow you to activate your eBook again.
• That will also happen if the activation key is not properly entered. To make sure you enter the key properly, select it from the e-mail you received, copy it (Ctrl-C) and then paste it (Ctrl-V) is the specific field when activating your eBook.
• The last reason could be that you are trying to activate the wrong eBook. Some publishers have more than one eBook and you might be using an activation key that was generated for another eBook than the one you currently have on your machine. If you think that’s what happened, please contact Julstro™ Support.

I can no longer open my eBook.

If you have upgraded or reinstalled your computer, it is possible that Secure-eBook does not recognize the computer. If such is the case, the eBook will open in sample mode and Secure-eBook will not allow it to be reactivated.

When that happens, you should contact Julstro™ Support and request your activation key to be reset. That will allow you to activate your eBook again.

The eBook publisher told me I could print the eBook but it won't work.

At the moment, the print function under Secure-eBook only works with English and French versions of the Adobe Reader. If you have Adobe Reader installed in another language, you will have to uninstall it and then download the US version at the following link: Abobe Acrobat Reader and install the new downloaded version of the Adobe Reader.

I require further assistance.

If the above information did not help you with the problem you encounter, or for any other questions, please contact Julstro™ Support.