Errors following Digital editions upgrade

Cordelia,

We hadn't seen this issue come up on the Mac before (which is why the technote is Windows only..)

Please open a support case.

To open a Digital Editions 1.5 Technical Support case, please use the contact links at http://www.adobe.com/support/digitaleditions.

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player/Digital Editions
Adobe

I have the same problem as sharonbroms, and have been to the troubleshooting page, but all the advice is for Windows users and I have a Mac. Is there anyway someone could translate it to macspeck for me? Thanks

They come in via your webcase, not via your email (although there -is- a reminder that gets emailed that lets you know there's been an update to your web case...)

So perhaps you're catching our reminder as spam? Make sure that customerservice@adobe.com is not being blocked.

Go to http://www.adobe.com/go/supportportal and log in with your AdobeID and you should be able to look at the case..

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player/Digital Editions
Adobe

I have checked my e-mail but do not see any questions from adobe unless I thought it was junk mail and deleted it.

We've had some more successes, but not necessarily in all cases. Checking on your tech support case (180252243) I see that the agent asked a number of followup questions on 6/19, but you have not responded (the case is still open pending those responses).

However, sometime in July I updated the public technote on this topic with a new troubleshooting step (that isn't in your case... it's new). Please read http://www.adobe.com/go/kb403892 and try the steps and then respond to the case..

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player/Digital Editions
Adobe

There is still no resolution to this problem?
Sharon

Sharonbroms,

No, we do not yet know how to fix this (though we have had a handful of successes.) As I've mentioned we're waiting for Engineering to figure it out.

Also your case is a customer service case. The folks who handle customer service wouldn't know what to do with this.

So I closed that one and opened you a tech support case, #180252243. An agent will get in touch with you and provide the troubleshooting steps that have worked for the handful of customers. Perhaps they'll work for you. If not then we'll have to keep waiting for engineering.

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player/Digital Editions
Adobe

Bentley Wolfe,
If you get this my case #0200928085.
Thank you.

I have a case open but no one seems to know how to fix this. I also followed the prompts to upgrade Digital reader. I don't know if I re-registered or what happened, but I am receiving a message:
ErrorW_ADEPT_CORE_USER_CREDENTIALS_NOT_FOUND
Document is licensed for a different user account

Does any one know how to fix this to enable the e-books to be opened again?

Kate, actually that's my fault. Your case is sitting in my que and I'm waiting for Engineering to figure out what the problem is. I should have let you know (sorry!)

So, case still open, waiting for Engineering...

Regards,

Bentley Wolfe
Senior Support Engineer, Flash/Flash Player/Digital Editions
Adobe