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Question

Public Library customers with Kobo ereader authorization issue ADE 4.0 - 4.5, "Oops! This document couldn't be opened."

Forum|Forum|9 years ago
February 5, 2016
30 replies
34096 views

Hello Adobe support,

I work at a public library and we now have at least 8 - 12 members of the public (anecdotally more), who are unable to open Adobe DRM epub ebooks on their Kobo ereaders from our Overdrive or Freading services using Adobe Digital Editions versions between 4.0 and 4.5 and Windows 7 - 10. All of the people involved were using their Kobo with ADE successfully until just recently, and all have experienced the following set of conditions and problem:

ADE 4.0 - 4.5 is authorized with an Adobe ID.
DRM epub ebooks seem to download properly inside ADE.
The Kobo appears to be properly authorized and is connected via USB, appearing in ADE.
When the ebook is transferred to the device, it seems to work properly and no errors appear.
As soon as the customer ejects the Kobo and tries to open the ebook on the device itself the error message pops up: "Oops! This document couldn't be opened. This document is protected by Adobe Digital Rights Management (DRM) and is not currently authorized for use with your Adobe ID. Please sign-in with the authorized Adobe ID and try again."

We began receiving requests for help right with this around the week of November 8th and are continuing to receive new requests for help with this issue throughout January and as recently as today. Our primary ebook vendor has been unable to help beyond supplying the workaround of downgrading to ADE 3.0.

Most of the customers involved are using Windows 7, and Internet Explorer or an alternative browser like Firefox or Chrome - but we've had this issue occur at least once for someone using Windows 8 and twice for people with Windows 10. We also helped someone with this issue using Mac OSX 10.11. This issue has been reported mainly with Kobo Aura HD or Aura H2O, but also with Kobo Glo and Kobo Glo HD. The Kobo firmware has varied, some were using version 3.18.0 - some were using older versions. One frustrating aspect to this issue is that despite having a number of these exact devices on hand for testing, we have been unable to reproduce the issue on any of our workstations. There also doesn't seem to be a clear pattern to the titles involved.

So far, the workaround provided elsewhere on this forum and by our primary vendor has been the only way to resolve this issue for the people affected:

The customer de-authorizes the Kobo and ADE 4.0 - 4.5.
The customer uninstalls Adobe Digital Editions 4.X.
The customer installs Adobe Digital Editions 3.0.
The customer re-authorizes ADE 3.0 and the Kobo.

Does Adobe have any way to resolve this issue for customers who wish to use ADE 4.0 and up with their Kobo ereaders?

Is this issue being looked at for an upcoming build or are there any details that we could provide to help?

Please let me know and thanks for your consideration.

Holly

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flomasson11

Participating Frequently

Yidakamason. I too am Mac. At the top of the Mac, where Finder is, go right and come to Go which is before Window. Hit GO and go to the bottom where it says go to folder. Hit that and when it comes up, say go. It brings you to a folder called Digital Editions. Remove the activation .dat and put it in the garbage. Then go to ADE and reauthorize your Kobo. the books that would not open are no good. you need to get new ones. I do this every time I want to download library books and so far, it’s working. Good luck.

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Anonymous

This seemed to work for me - I upgraded to Catalina on OSX and subsequently had to use ADE 4.5 - which caused everything to break.

Just to clairify - I searched for a file called authorize.dat on my OSX and deleted it.

Then I opended ADE (with my kobo glo hd) connected. I previously deauthorized my KOBO.

I right clicked the kobo in the side bar of ADE and selected authorize device

I entered my ADOBE account information (same as my overdrive?) - I got a message that said both computer and kobo were authorized.

Then I tried to download my previous library books - they said they were under a different authorization (I think my overdrive account?) and wouldn't load. Anyways I downloaded a new library book and it worked. I pushed it to kobo and it worked.

I returned my other library books and re-entered the wait list. I think the problem is solved.

For what it's worth - I think I was logging into my Overdrive account for authorization and while this worked with ADE 3X it failed with ADE 4.5. However, deleting the previous authorization.dat file and then logging into (authorizing with) Adobe (using my overdrive account?) for authorization after following the above steps seemed to work for me.

I hope that helps, I have been having this issue for a long time, but after a recent computer upgrade I was unable to go back to ADE 3 - which was my previous work-around. At the moment this has got me back up and reading library books.

R

Renata22167004xzzm

Participating Frequently

Hi,

same problem. I am a mac user and I can not install ADE 3 on my laptop. The problem is that ADE 4.5 does not work when I transfer the epub file to the kobo. Same problem many of you already described. I was hopeful when I read about this potential solution of deleting .dat file. But I can not locate them on my mac, I can not reproduce the steps Andy5FDE or flomasson describe. What does it mean "go right and come to Go which is before Window"? I would like to try this last hope of a potential solution.

Although it is unbelievable the problem persists at least since 2016. We are almost in 2022 and neither Kobo or Adobe had provide a solution in almost 6 years... I will not buy any other kobo device in the near future...

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flomasson11

Participating Frequently

On my Mac I find that removing the dat. File by going to”go” and then going down to file, I find the dat. file. Then I deauthorize and reauthorize my ADE, add my Kobo and I’m good. Sometimes I have to de and re authorize my kobo too. That may only work for 1 batch of downloads. Next time, same process.

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flomasson11

Participating Frequently

Oops! I forgot to say, remove the dat. File.

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yidakimason

Participant

Add me to this list of frustrated Kobo/ADE users... I'm on a Mac, and had everything working great until it didn't. I've gone through the unistall/re-install many times, different versions, etc..

I'm curious where the .dat file is located, as I could not find it in users/name/library/application support/adobe, I only have Acrobat files in there ( another Adobe program I can't stand).

In my situation, I cannot authorize my computer. I've logged in online to Adobe, so I know my username/password are correct. Every attempt comes up with the error message : Activation Server error - code E_AUTH_BAD_DEVICE_KEY

Any help would be great, its my daughters christmas present gone wrong, and we are off on a 2 week road trip in a week...

Thanks

Matthew

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ronp48806983

Participant

I too was drawn here by the same problem. Fixed (for now) via a factory reset on the Kobo Touch.

I only had five library ebooks downloaded when I first got a not authorized msg. Cleared that first occurrence by de-athu/re-auth the kobo device. Next book and all thereafter, no downloaded ADE ebooks would open on the reader. The downloads opened normally in ADE on the computer; transferred to the Kobo OK, but the reader would not open them. In my case only got a blank screen and then got returned to the library page. The problem book also did not show up with the book cover. They were all black on the reader. Once I got things working again those books now show the cover artwork.

I use

W10 Pro (32-bit) ver 1709

ADE ver 4.5.8.183423

Kobo Touch ver 4.8.11073

C

capucinec93750040

Participant

Nothing works for me:

Authorizations

ADE 3.0

borrowing another book

reset my kobo aura

I can read on my computer but not on my reader :

drm warning!

I spent a few hours truing to fix it, and I am really angry it doesn't work.

Who can help?

stblyoung

Participant

HI EVERYONE! (sorry for shouting im' just so happy!)

I was so frustrated that my books wouldn't open but got a hold of my Digital services librarian (see if you have one)

She told me its an issue with the licensing. So what you can do is borrow a title you don't normally download (we used an agatha christie novel) and put this onto your ereader. Safely eject your ereader and then open this novel, see if that works. Then check your other novels. If they still don't open, simply download a few other books ( again authors you haven't used before) and this should remedy the issue. We had to use 3 different titles but now all my books are good.

She said she's aware this isn't the most technical way of figuring it out but this is what overdrive has showed her.

P.S I had already done all the uninstalling, re authorizing BS and it was simply a licensing issue.

I was so ready to just throw this thing away and happy I got a hold of her. So check with your digital services librarian, they should be able to help you out!!

Good luck!

A

andrews81082087

Participant

After a happy few weeks of happily reading TO Library eBooks ...bam. My KOBO/ADE is toast, just like all of you have posted above.

I have a rock solid professional workstation, that runs W7/64 and using ADE 4.5.8. My brand new Kobo reader is Aura, bought in Best Buy just back in April.

I have done most of the above suggested workarounds, yet...just ongoing frustration .

I am resorting back to paper books for the time being.

I find it totally irresponsible of the two vendors ( A, K ) to have neglected admitting, and resolving this mess.

I must also say a big thank you to the OP, for setting this thread in motion.

Andrew

J

judyk54475110

Participant

Hello,

Try downloading Adobe Digital Editions 3.0. I had issues with opening books on my Kobo Aura and downloaded ADE 3.0 and now everything is working fine.

sallyb38673786

Participant

I can't find a link to download ADE3.0 on adobe website - can someone please share? I get to click here for 3.0 but when I click another page comes up with no mention of ADE

overlytired

Participant

Sallyb38673789: Adobe Digital Editions downloads Scroll about 3/4 of the way down to see the link for ADE 3.0

I don't see the solution that worked for me here, so I'll throw it out there in hopes someone else will benefit:

Windows 10 with Kobo Glo (software version 4.8.11073 (5/8/18)) and ADE 3.0

I tried everything in this thread, down to a factory reset of the device. I think Win 10 and ADE don't play nicely together: Right-click the ADE icon on the desktop or in your file folders, and select "troubleshoot compatibility". Win 10's solution was to run int in Win 8.1 mode on my computer. Everything works fine now.

Or...

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carolync21895255

Participant

After weeks of trying all of the above (ADE 3, then uninstalling, then installing ADE 4.X etc etc) I came across a thread that said most of the issues are due to an overfilled My Digital Editions folder. This overloaded folder is located in Users\LikelyYourName\Documents. It DOES NOT GET CLEARED OUT by uninstalling and reinstalling ADE. It DOES NOT GET CLEARED OUT by "Remove from Library" books. Instead:

1) Uninstall ADE.

2) Using Windows Explorer, rename the "My Digital Editions" folder to say "My Digital Editions_archive" - that way you can recover a subset of books from it later back into ADE library if you must.

3) Reinstall ADE (per norm, if required authorize your computer again under ADE Help, choose Adobe ID as your vendor along with your ID and password -- usually your email and they'll allow you to get a new password if you've forgotten it).

Presto. It all finally worked for me, even on ADE's latest 4.5.6. I am now back to loading books from the Ontario Library Service to my Kobo after 6 months of absence. Good luck to all!

F

flomasson11

Participating Frequently

That works most of the time for me and I use ADE 4.5. I deauthorize and reauthorize each time I go to ORL also.

Blessings,

Flo

250 807-4727

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gillb45612049

Participant

I am not technical but searching for answers. I have tried de-authorising etc. My question is -

1. I have a book now ready for me that I had 'on Hold'.

2. Not yet finished reading one book BUT thought would download my next one that is now issued to me.

3. Messing around now with messages 'not authorized etc.'

4. Tried the usual de-authorize, gone into my computer deleted failed attempts. Tried using usb from KOBO to laptop. Tried - de-authorise, etc that would not work.

Anyway - bottom line question! I do not want to mess around and loose the book I am reading. If that could happen!?

But - is it the best course of action to finish book and then load earlier version of Adobe 3.0? I have Windows 10.

Thank you

tarat8

Participant

Thanks Holly for your help but the bug still isn't fixed. I recently ran into this problem again. I had an older Kobo that had this problem and eventually quit working. I recently bought a new Kobo Aura thinking it was the latest technology and problem free but I ran into the same problem. I downloaded ADE 3.0 and amazingly it works. I wish Kobo supported OverDrive like all the other devices.

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flomasson11

Participating Frequently

Me to, I have a Mac and got a new Kobo hoping to “fix” the problem but this one is no better. With lots of de authorizing and re.. it occasionally works. Very frustrating. Could it be that Kobo does not want us reading library books?

jh75954555

Participant

Just to let you know that I was having exactly the same problem. Couldn't use ADE 4.5 at all with Windows 10 but when I went back to ADE 3.0 I was getting authorization error on my Kobo touch so was unable to use it for library books. I opened a problem ticket with Kobo in April and they just got back to me with a new version of software for the Kobo touch, 4.4.9298. After updating to that I had to remove ADE account and re-add it on the Kobo and also had to deauthorize and reauthorize the Kobo from ADE but now it works again. This is still using ADE 3.0. I don't want to mess with something that is working and haven't attempted going to the latest version of ADE again. Hope this new Kobo touch update helps others!

peneloper76410624

Participant

I would also like to thank everyone here for trying to resolve this exceedingly frustrating problem - a problem which seems to have persisted for going on three years now with no resolution from either Adobe or Kobo. I am using ADE 4.5 on an iMac, Safari browser and have a Kobo Aura. I did not have this problem until very recently and it occurs only on my ereader - i.e., I have no problem opening and reading the book using ADE on my desktop. What confuses me is that I have NO problem reading a PURCHASED book on my reader - only library books. I suspect, therefore, that the problem may be with my Kobo and not necessarily ADE?

Most of the community on this forum are using PCs. Is anyone out there with a Mac experiencing the same problem?

I have hundreds of unread books on my reader. A factory re-set is therefore not an option because I am not willing to lose them all.

I was on “hold” -live chat - with Adobe yesterday for almost two hours and still didn’t get to speak to anyone.

Is there anyone who has managed to resolve the issue without re-setting/de-authorizing/re-authorizing/deleting/uninstalling/re-installing, etc., etc?

is there anyone from Adobe and/or Kobo who would like to weigh in and give us a hand?

phyllisf27719355

Participant

I too am having the same problem with a Mac using 4.5 and a Kobo Glo. Going to delete 4.5 and try version 3. Have tried de authorising and authorising again to no avail.

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