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Error getting license - E_ADEPT_INTERNAL

Community Beginner ,
Aug 20, 2021 Aug 20, 2021

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Have just purchased an ebook from the Google Play store and I am unable to download it for offline reading.

I have tryes to uninstall and re-install as well as follow the instructions for re creating the authorization.

Every time I click on the .acsm file to download I get the following error.

I have tried this on both Windows and OSX (both new installations).

Marc5D91_0-1629470072468.png

Please can someone assist

 

Thanks

 

TOPICS
ACSM files , Activation , ADE authorization , DRM

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correct answers 1 Correct answer

Community Beginner , Aug 21, 2021 Aug 21, 2021

So it seems I may have found a way to get the books.

I have an iPhone and I downloaded the app there, went to the play store web site on my phone and exported the book .acsm link to my files on my phone.

I used the share option to open the acsm file with Digital Editions on my phone and it actually fulfilled and downloaded the book with no error.

Went back to my computer and Digital editions on the PC synced the content without an issue.

Hope this helps someone else.

 

What I find incredible is that w

...

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Community Beginner ,
Aug 20, 2021 Aug 20, 2021

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I've had an error since yesterday.

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New Here ,
Aug 20, 2021 Aug 20, 2021

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I'm having this same problem with all my Google Books files lately - if the error isn't E_ADEPT_INTERNAL, it says E_LIC_CONNECTION_PROBLEM.

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New Here ,
Aug 20, 2021 Aug 20, 2021

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I have the same problem. I Can't download a new google play book

( https://play.google.com/store/books/details/Marina_D%C3%ADaz_Ibarra_Un_mundo_sin_jefes?id=1505EAAAQB... )

in acsm format using Adobe Digital Editions.

 

I get E_LIC_CONNECTION_PROBLEM

 

If i try to load an acsm file of my other google play books in ADE they work as expeted

Thanks

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New Here ,
Aug 20, 2021 Aug 20, 2021

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Commenting/following as I am getting the same thing on MacOS with a Google Play acsm file. I have tried reinstalling and following the recommended troubleshooting steps but it isn't working. If anyone has any recommendations/solutions I'd love to hear them.

 

When I try to drag and drop a file in, I get one of two errors - E_ADEPT_INTERNAL or E_LIC_CONNECTION_PROBLEM.

 

Screenshot 2021-08-20 at 23.27.55.png

Screenshot 2021-08-20 at 23.36.34.png

When I try to add a file using File > Add to Library all the .ascm files are greyed out and cannot be chosen.

Screenshot 2021-08-20 at 23.39.17.png

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Community Beginner ,
Aug 21, 2021 Aug 21, 2021

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So it seems I may have found a way to get the books.

I have an iPhone and I downloaded the app there, went to the play store web site on my phone and exported the book .acsm link to my files on my phone.

I used the share option to open the acsm file with Digital Editions on my phone and it actually fulfilled and downloaded the book with no error.

Went back to my computer and Digital editions on the PC synced the content without an issue.

Hope this helps someone else.

 

What I find incredible is that when you contact Adobe support and spend 20 minutes in a chat with you, they resuse to support their own products and refer you to a community support forum and leave the users scrambling for solutions.

 

Let me know if this works or you need more info on how I did this.

 

Cheers

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New Here ,
Aug 21, 2021 Aug 21, 2021

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I was having this error yesterday as well, but today when I tried it again it was fixed. No workarounds needed.

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Community Beginner ,
Aug 23, 2021 Aug 23, 2021

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I just tried to follow your procedure. I have an Android phone, rather than an IOS phone. I installed ADE on the phone, and tried to open one of the files that failed on my Windows PC. I got the same error on the phone that I got on the PC.

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Community Beginner ,
Aug 23, 2021 Aug 23, 2021

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For all of my fellow sufferers, please note that this only affects new books. While ADE cheerfully redownloads, and reopens, books purchased prior to Thursday, 2021/08/18, it fails on all books purchased since than. It's a pity that nobody from Adobe will help.

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Community Beginner ,
Aug 23, 2021 Aug 23, 2021

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I had same issue. Redownloading the .acsm file fixed the issue for me.

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Community Beginner ,
Aug 23, 2021 Aug 23, 2021

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Ashok K R5CC5,

I wish I could say the same. As of Thursday, 2021/08/18, every book I have purchased, downloaded, and attempted to open in ADE has given me the same error. I have repeatedly tried downloading the books, and it makes no difference - I get the same error.

As I stated in one of my previous posts, books purchased before that date work fine.

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Community Beginner ,
Aug 24, 2021 Aug 24, 2021

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Today I recevied an email from  googleplay-support [at] google.com

___________________________________________________________________________

 

Hi Michael Meyers-Jouan,

This is Randy, a Google Support Specialist from our escalations team. Our team followed up internally about the ADE issue you experienced, and we believe this is now fixed.  For each new Google Play Books purchase that had an error, can you re-download the ACSM file through Play Books web (play.google.com/books), and export again? They should now upload as expected without any issues. 

If errors still persist, please send screenshots and our team will continue to troubleshoot. I’ve also included more detailed steps at the end of this email.

To say "thanks" for being a Google customer, I'd like to give you a $20 USD Google Play promotional balance as a gift that you can use toward purchasing your favorite Android app, music, movies, or other digital content on Google Play.

To redeem your promotional balance,  

  1. Open the Google Play app.
  2. At the top right, tap the profile icon.
  3. Tap Payments & subscriptions > Redeem gift code.
  4. Enter the code: C04QG98S3G6DH3M, then tap Redeem.

Here's some important info to know about your credit:

  • To redeem a code, you'll need an active Google Payments account.
  • Your code must be redeemed by 1/1/2022. Once redeemed, the balance will expire on  7/1/2022. Be sure to redeem and use the balance by these dates.
  • This balance cannot be used to purchase devices or accessories.

For full terms and conditions, visit https://play.google.com/about/offer-terms.html.

For full ADE Troubleshooting Steps: 

  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."

Should you have further questions or concerns, feel free to reach out to us anytime. As part of our continued customer service, we want to make sure that everything has been addressed.

Within 48 hours of our last interaction, you'll receive a short survey via email. We’d love to hear your feedback about our interaction today and your overall experience with Google support.

Thanks!
Randy
The Google Support Team

___________________________________________________________________________

I tried buying a couple of new books from Google Play. When I tried downloading them and opening the ACSM files, ADE gave me the following error:

Unable to download

Error getting License. License Server Communication Problem:
E_AUTH_BAD_DEVICE_KEY_OR_PKCS12

 

However:

When I uninstalled both ADE and Acrobat Reader, and reinstalled them, newly downloaded versions of the same ACSM files opened successfully.

 

So it appears that Google, at least, has identified a problem with their ACSM files and/or with some settings created by the Adobe programs. I find it interesting that after being told by numerous Google employees (in chat sessions) that there was nothing wrong with their ACSM files, Google is now admitting that there was a problem.

 

In any event, try the instructions in the letter I received (included in this post above), and let us know if that helps you.

 

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Community Beginner ,
Aug 24, 2021 Aug 24, 2021

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Thanks for the update.

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