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

Report · Feb 04, 2016

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

Report · Feb 09, 2017

Thank you eplholly for trying to get this working.

I am another library user withe the same problem.

Windows 8.1 Kobo Aura ADE 4.0 and also 4.5 with the oops problem.\

So far have tried deleting .pub .ascm then deauthorizing and reauthorizing the computer - no luck.

Next I will try downloading and installing ADE 3.0.

But really Adobe, Kobo people and the library you need to get together and fix this.

Report · Feb 21, 2017

Hi Holly,

I am so pleased that you are trying to resolve this issue on behalf of library users. This particular issue just started for me but I have been having problems reading borrowed library books since about November, just like your clients. Like lindaf, my problem started when my computer died and had to be replaced. I was told to go back to ADE 3.0 and I keep being told to do a factory reset. Each issue seems to be resolved temporarily and then something else occurs.

Just this week, I started getting the "oops" message but am already using ADE 3.0. I have tried deauthorizing and reauthorizing my computer and my kobo but so far, no luck.

I am using Windows 10 and have an older Kobo touch.

I will try Michel's suggestion to connect as administrator but I have spent so much time over the the past few months, it is disheartening.

Report · Apr 06, 2017

Thank you both for your kind words, sudwel and frustratedmg!

frustratedmg I have been tracking four cases this week of people with Windows 10 and some older Kobo models (Kobo Touch, Kobo Mini) who are running into an issue where regardless of the version of ADE in use, they will still run into the "Oops!" message even when they use the ADE 3.0 roll back procedure I described in my first post. A couple of people had never even used an ADE 4.0 or higher edition and were still running into this issue.

Other things we tested unsuccessfully:

- Run as administrator.

- Test a known good USB cable - a failing or failed cable can sometimes result in identical symptoms (premature exit from the progress bars in ADE and Kobo processing, black rectangle instead of cover art, Oops! message).

- Factory reset of Kobo and re-setup to rule out the possibility that the ereader's onboard index has become corrupted with a bad entry (also produces identical symptoms).

I contacted our biggest ebook service provider and they confirmed they are investigating a problem involving Windows 10, newest/newer Kobo firmware, and ADE. They are investigating the problem but do not yet have a timeline for a fix - I'll update here if I find out more info from them.

So far, the only way around this that I've found so far isn't too feasible for most people because I think most people just would have access to one type of computer in their households and folks may not have the option or inclination to roll back to Windows 7 from 10:

- Factory reset the Kobo to remove authorization and data transferred from Windows 10 ADE version

- Re-setup Kobo, install ADE, and re-authorize on another platform - Windows 7 or macOS

Frustratingly, the problem is also not consistent to the PC. I observed a Win 10 computer that wouldn't transfer properly to a Kobo Touch on multiple tries, but when I tested that authorization setup with a Kobo Glo it worked just fine.

Report · Apr 19, 2017

Hi,

I have tried all the suggestions above about going back to version 3.0 of ADE and to no avail. The only solution that worked for me was to load an older version of software on my Kobo Touch back from December 2015 as I suspect there is a problem cause by the last Kobo firmware update as all was working fine until then. My library books now open fine but of course I can't read any books purchased as I do not want to sync my Kobo as it will update its software again. This might be helpful info that's all to someone trying to get it fixed. I did post on another thread a long procedure about to revert the software.

Report · Jun 08, 2017

I have the problem with windows 7. I can get the book on my computer and read it on my computer, download it to my kobo touch but get a message on the kobo that my e reader is not authorized. This has happened since I switched to the new version of Adobe digitals.

Report · Feb 28, 2017

Thank you, thank you, thank you to Holly for investing all the time and effort on behalf of her library patrons - you have DEFINITELY gone above and beyond!!!

I just received my first Kobo for Christmas and have only been able to sporadically load the books I've borrowed to my Kobo - just uninstalled ADE 4.5 and have installed ADE 3.0 - and, voila, just managed to load 3 books in quick succession - smoothest yet!!

Thank you again, Holly.. not sure where you are located, but you should give this thread to your supervisor as proof of your committment to your customers.

I sure hope this switch to ADE 3.0 continues to work!!

Report · Jun 22, 2017

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!

Report · Jan 17, 2018

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?

Report · Jan 22, 2018

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.

Report · Jan 23, 2018

deauthorised Mac and Kobo Glo and uninstalled version 4.5, installed version 3 authorised computer and Kobo transferred books and hey presto it worked!

Report · Jan 23, 2018

Try ADE in version 3. I also did a factory reset on my Kobo Glo. Using a Mac and safari

Report · Jan 23, 2018

Thank you, Phyllisf; I appreciate the feedback. Unfortunately, I’m not willing to do a factory re-set and lose hundreds of books that I’ve not yet read

Sent from my iPhone

Report · Feb 11, 2018

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.

Report · Feb 17, 2018

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?

Report · Mar 10, 2018

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

Report · Mar 11, 2018

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!

Report · Mar 12, 2018

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

Report · Apr 25, 2018

Thanks for the solution! Very disappointed with this software. Cost me a lot of time also, as it's intermittent. I could't get a particular book on my Kobo to open after several tries. Wiped all my books, factory reset, but still no joy. Tried a different book, which worked, and after that all of a sudden I was able to open the fist book.

Report · Mar 28, 2018

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.

Report · Jun 01, 2018

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

Report · Aug 12, 2018

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...

Report · Jun 01, 2020

This worked for me. Finally!

Report · May 25, 2018

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!

Report · May 27, 2018

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

Report · Jun 01, 2018

I too have found that the authorisation seems to work with no trouble......and then suddenly stops working. No amount of de-authorise/re-authorise helps.

But it DOES eventually work if I borrow another random book that I'm unlikely to ever want and it then opens on my KOBO. And yep, suddenly my other books are ok too. So I just go through, borrowing a few unwanted books until one of them opens. Then the one(s) I want also opens.

Goodness only knows how or why.