e_adept_core_key_scramble

[mattv76677953]

This started happening this evening after downloading a new epub this evening.

There is 0 reference to this online. 

Any help?

[swinefuzz]

The CSR Jorge, who was extremely helpful and professional, updated me today. Here is the most relevant portion of his email to me:

I'm following up on the error you're experiencing when trying to download the eBook. As we discussed, I escalated this matter to the specialist team. They confirmed that it's a general issue, and the engineering team is aware of it but hasn't provided an estimated time for resolution.

This must be cutting into their sales a little bit. Money talks.

[Chelsea25840907b2g4]

My case just got closed out today and I was told it was an Adobe issue.  I requested a refund for the book that I bought that only had a the ePub available  and it got approved.  I spoke with a CSR named Jose.  I'm done by buying from Google Play Books.

[kim_marlene_0829]

i had the same problem today (22/09/2024) 

quite unfortunate since i go on vacation tomorrow and wanted to download a few new books on my ereader.

i tried it as a pdf file and that seems to work but i dont have any information on my chapters or boookmarks..

[e_canuck]

I've received my requested refund from Google for the problematic title I couldn't fulfill and the ebook is gone from my Google Play books. I intend to try to buy one of the bargain ebooks I get in emails daily from BookBub or Bookperk to see if Google's system actually is broken and I can no longer download purchases from Google to Adobe Digital Editions. Will report if the new purchase is also blocked from ADE download.*

* I just bought a $2 ebook and it is getting the same error message as the full price book. Unless Google recognizes they have a problem I won't be buying any more ebooks from them. Their support replies show they are not taking ownership of the problem and are saying they only provide limited support because it's Adobe's software, not theirs.
(I'm going to try to buy the bargain ebook title that wouldn't download, just now, from another ebook seller and confirm for certain  it's just Google that is the problem*.)
*I just successfully bought and downloaded the bargain ebook from Kobo so this is definitely Google's problem, and one they either are reluctant to recognize and fix or else they're just too big and too busy to care. 
" (My initials)

Thanks for writing back to Google Support.

This is Jelyn again, and I'll handle your case. It appears you need assistance with a refund request

I am sorry to hear that the subscription is not working as intended and it was asking you to purchase again. I know how important every dollar is to everyone, and we will do our best to provide you with options to get your refund.

I’m happy to let you know that your refund request has been approved...."

[rigel pang]

It looks like this issue won't be solved anytime soon

[bjanu]

So the "specialist" got in touch with me and gave me a list of things to do -- a list that I already had completed several times before even contacting support. The last thing is to contact Adobe.

Looks like I will no longer buy books from Google.

1. Check that the date and time is correct on your computer.
2. Make sure you’re connected to the internet.
3. Re-download the eBook.
   1. Remove the book from your ADE Library.
   2. Sign in to https://play.google.com/books.
   3. Next to the book, click More (3 vertical dots) > Download as ePub/PDF.
   4. Open the file in ADE.
4. Re-install Adobe Digital Editions.
   1. Uninstall ADE.
   2. Download and install the latest ADE.
   3. Restart your computer.
5. Get the latest Adobe Acrobat Reader (see system requirements).
6. Activate ADE and authorize your computer.
   1. Launch ADE.
   2. Activate your software:
      1. Choose Help > Sign In (if this is dimmed, you're already signed in and don’t need to activate your software).
      2. Sign in with your Adobe ID and password.
   3. Authorize your computer: choose Help > Authorize Computer.
7. Make sure that any firewall, antivirus, and proxy software on your computer isn’t blocking ADE servers. You can also check whether http://adeactivate.adobe.com/ is blocked. If it's not blocked, you should see "Welcome to Digital Editions."

If you still have trouble, please contact Adobe for additional support. 

[bjanu]

I requested refunds for thos three books and will buy from a different vendor.

[Gleeful_Explorer0624]

Same issue.  Standard form response from what I suspect is a Google AI when I lodged a ticket.  Appears they are not interesting in actually addressing issues, and Google & Adobe will just keep blaming each other.
From what the error says, I suspect Google play is not properly registering the licences for the e-books with Adobe's servers.Feel like the only option is to ask for a refund as they are not providing what was promised.

[e_canuck]

Google's a monster monopoly and they don't much worry about our little issues. 

[owena52338240]

Encountered this very same issue the day after the first message here. Figured today I'd try the export as PDF version from my google book library, and lo and behold this did work. Don't know if others have already tried this, but might be worth a shot.

When I export using the Epub option, it still throws this very error.

[Topazbadge]

Hi, thanks for sharing your experience. You meant,after exporting to PDF,
exporting to pub ascm was worked?

YM Kim

[powem]

Hello,

I found that I can download the PDF version of a book, when on offer, but the EPUB version would fail with the indicated message. Aside from the fact of the limiting behavior of PDFs, I observe that quite a few books do not have a download option for PDF.

mp

[owena52338240]

For the book I tried this on, I managed to load it into ADE as a PDF. Fortunately my kobo manages PDF's decently enough, so using Calibre I got it onto my kobo.

[e_canuck]

No, the download to epub continues to fail with the same error message.

---------
Elaine Bougie Gilligan

[Darrell38368240zs4o]

I got the same problem.  Google tried to help but no solution.  I asked that they escalate to management.

[Chelsea25840907b2g4]

I did the same on Friday. When it still wasn't fixed I asked for a refund
which they stated they couldn't give me because it had been escalated.

[bjanu]

After the "specialist" sent me the trouble shooting list and said for further questions "contact Adobe," they closed the ticket. I then requested refunds in the play store by selecting "didn't receive the item" and it was almost instantaneously approved. 

[Chelsea25840907b2g4]

My ticket is still in progress after that. I don't know if that's a bad
thing or a good thing as we've gotten past 48 hours now since purchase.

It won't be the end of the world if I have to re buy it other than I'll
never buy from Google Play Books again and they were my preferred place to
buy from. Certainly won't recommend in the future.

[olena_5444]

I coctacted Google Support, they told me that I need to contact Adobe. 

Guys, do you know contact information of Adobe Support? 

This is so unfortunate that this issue is still not resolved. 

I'm reading books in ukrainian language. They are only available at Google Play Books. Because of this issue I'm not able to open them in my Kobo ebook.

[olena_5444]

Who knows the Google Support email for book refund requests? 

I've sent an email to googleplay-support@google.com but it turned out to be no-reply email address.

[bjanu]

Here's the link: https://support.google.com/googleplay/workflow/9813244?hl=en

[bloominglotus]

Hey, thanks for this link. I was able to get my book purchase refunded as well (though I would have much rather they just fix this issue...)

[olena_5444]

Thank you for the link. My request for a refund has been approved. I submitted it to draw attention to this issue. In the comments section, I described the problem that prompted my refund request. I hope it will be resolved soon.

I also informed the publisher about this issue.

[e_canuck]

Though I am quite sure I ALREADY did the step of submitting “feedback” to Google early on about their epub licensing issue, I got this advice from them yesterday (email address: “googleplay-support@google.com “). This was AFTER having successfully received a refund for my ebook. I had emailed the support person a link to this Adobe user support page and repeated that a growing list of people are having this  same problem with Google epubs download to ADE. I don’t understand why an individual customer has to take an extra support “feedback” step and why their support team member cannot do this on our behalf as she’s acknowledged it is not an individual purchaser issue. I expect to get a boilerplate answer if I go through the suggested feedback steps over again.
Reply received in their email below:
Sun, 22 Sept 2024, 1:17 pm
Hi (My initials)

Thank you for writing back to Google Support.

This is Jelyn again, your Google Support Assistant. I hope this email finds you well!

I appreciate your understanding and patience while waiting for our response. I apologize for any delays it may have caused you.

I am sorry to know that you still face the same issue with the other ebook you have bought us. As one of our regular and valued customers of Google Books, we strive to give you excellent service to our products and services and on behalf of Google Play, I sincerely apologize for the inconvenience this may have caused you.

On this matter, since the issue is still ongoing with you and with the rest of the users you've encountered. We advise you to submit feedback. Who knows this error that pops up on the software can be reviewed by the internal team and gather the same issue with the rest of the users. Please follow these steps to get your inputs directly to our Products, Policies and Feature makers:

In the Play Store App:

At the top left, tap the Menu (3 bars) > Help & feedback.

Tap Send feedback.

Enter your feedback.

Check the "Include screenshot and logs" box.

Tap Send.

Feedback and feature requests from customers like you help us constantly improve our products. Thank you for taking the time to help us.

Thank you for your patience and understanding. Should you have any concerns or inquiries, do not hesitate to visit our support page at your most convenient time.”

[bjanu]

Yeah, I received the same exact email, but from a different specialist. No matter how many times I say that the error occurs in ADE because it can't access google's license server for epub, they focus on Google Play, and where on the website does the error happen. And when I say it doesn't happen in Google Play, they tell me it is an ADE issue.