Having Trouble?
I know how frustrating it can be to have computer troubles
... especially in a high-stress situation.
So if you're having trouble downloading, here are some suggestions....
1. Check your firewall settings
2. Make sure you have Adobe Reader
3. AOL-ers ... especially for you
4. Learn more about downloading
5. Understand any Error Messages
6. Solve your Printing Problems
7. If you didn't receive any Emails from us...
1. Check your firewall settings
It makes good sense to have a firewall these days, but when you know and trust the source of a download, you may need to temporarily turn off the settings which are blocking a download. For instance, if you have the new SP2 upgrade to Windows XP, the default security setting is to block all downloads.
To check your Internet Explorer settings:
Click on Tools >> Internet Options >> Security >> Custom Level >> Downloads
Your download may also be disabled by settings in a program such as:
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Norton Personal Firewall or Internet Security
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ZoneAlarm
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McAfee Personal Firewall
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BlackICE PC Protection
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Ad-Aware
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and many others
Important: We are not experts on all these products. Please have a look in the online or printed manuals for your security or firewall software to learn how to adjust the settings to allow downloads.
2. Get the free Adobe Reader
You'll need the Adobe Acrobat Reader to read the eBook. It's FREE, and it comes pre-installed on most computers these days, so if you have a fairly new computer, you likely already have it.
If you try downloading the eBook and you get:
- a blank screen
- error messages
- "garbage" characters
the #1 reason is that you do not have Acrobat Reader installed on your computer OR you have an out-of-date version. (The current version is 7, but version 5 and 6 should also be fine.)
The solution is simple ... download the Reader (it's free, from Adobe). Click the button below to get your copy.
3. AOL-ers ... especially for you
Although the majority of AOL-ers are able to download successfully, it's also true that about 90% of those who have trouble downloading are on AOL. (This is true all over the Internet, not just through our site.)
Here are our top two recommendations for you:
- If you are able to log on to the Internet through another Internet
Service Provider (your connection at work, for instance), do that.
First, send your "Downloading your digital product" email to yourself at the
other service and then download the eBook from there.
- If you only use AOL, first follow the instructions to SAVE the eBook onto your computer. But then CLOSE YOUR AOL CONNECTION before trying to open the eBook.
Once it's closed, use Windows Explorer to find the location on your computer where you've saved the eBook (probably your Desktop), and double-click to open it.
4. Learn more about downloading
Here's even more info on how to download successfully.
5. Understanding Error Messages
Error: "Bad cMap/Encoding Error" or "The file is corrupt"
This is one of those unhelpful error messages beloved by programmers! Rest assured that the file is fine at our end. We just need YOUR help in getting it safely to you.
Solution 1: Click this Adobe button
and download the latest version of the free Adobe Reader.
Solution 2: Wait for your browser to load the entire PDF file before trying to view it. In other words, don't click anywhere in the document or use the Page Down button or try to scroll through the file until it is completely loaded into your browser.
Solution 3: Check your Internet security or firewall settings.
Error: "The file does not start with %PDF"
Some users have reported this error message when opening PDF files through Internet Explorer. The PDF document itself is fine.
Solution: Save the PDF file onto your own computer before opening and viewing it.
To save the PDF from the download website, click your RIGHT mouse button and select "Save Target As..." Be sure to make a note of where on your computer you are saving the file. Close your Internet connection and then open the PDF file.
Error: "Plugin did not initialize properly"
This error can appear in any Internet Browser. When it happens, the PDF file will not appear in your browser window.
Solution:
(a) Be sure you have the free Adobe Reader installed on your computer.
(b) Save the PDF onto your computer. (Do not OPEN it first.)
(c) Open Adobe Reader
(d) In Adobe Reader, use the File / Open command to open up the PDF file.
6. Solving printing problems
Some readers experience a printing problem:
- "Garbage" characters (strange characters)
- The printer stops part-way through the file or in the middle of a page
Solution 1: Download Adobe Reader
Sometimes, the problem (as usual!) is that you don't have the free Adobe Reader on your computer. So be sure to download it first.
Solution 2: Clear your printer's memory
Just like your computer, your printer has a memory, which can become full. Here's what to do:
- Shut down BOTH the computer and the printer
- Re-start them both
- Print just a single page
- If it's fine, try printing just 5 more pages, then 10 more and so on
7. If you didn't get an email from us...
Recently, a number of customers have reported to us that they have not received the "Downloading your digital product..." email from us. This email contains a link that takes you back to your download page, in case you accidentally closed this page before downloading successfully.
This email is sent automatically by our system within a few minutes of your order.
Scenario 1: It was blocked by your Internet service or spam filters
The problem is most common with users who have email addresses at:
- AOL
- Hotmail
- Yahoo
- Earthlink
- MSN
- NetZero
- SBC Global
If you don't see any emails from us (there will be several), please first have a look in whatever folder your service uses for suspected Spam or Junk mail.
They may be there, OR it may have been blocked completely by your service.
For more on this growing problem, you can have a look at this article which explains that up to 19% of legitimate email is being blocked on some providers.
Bottom line: If you haven't received your download link in an email, please email our Support Desk with your name, the email address you used to place the order, and the day and time you ordered. We'll be glad to re-send it.
Scenario 2: You paid by eCheck or bank debit
Credit card payments are usually processed immediately, but if you use PayPal to pay by eCheck or bank debit, it can take 4 or 5 business days for us to receive the funds from your bank.
Even after you can see that your bank has debited your account, it still usually takes a few days for us to actually receive the funds. The minute we do, an email is immediately and automatically sent to you with your download link.
If you need the eBook urgently, write to us with your full name, email address you used to purchase the products ... and let us know that you are committed to honoring the eCheck. We trust you, and we'll be glad to help you out.
Scenario 3: You gave us an incorrect email address
If you made a typo in your email address while ordering, the email with your download link and your receipt will be returned to us as "Undeliverable" and we'll have no way to contact you.
It's surprising how many people do this!
If you suspect you've given us an incorrect email address, please email us with your name, email address (both the right one and the wrong one!), and the day and time you ordered. We'll be glad to track it down for you.
8. Contact our Support Desk and we'll find another way to get it to you
If you've tried everything, and still can't download, email the Sea Breeze Support Desk
Please give us as many details as you can about how far you got in the process. For instance:
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Are you downloading at work, where there may be a corporate firewall?
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Are you seeing an error message? What exactly does it say?
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Does the download begin, but not finish?
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Have you installed Acrobat Reader on your computer? Which version is it?
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Do you have a firewall on your computer or security settings that might be preventing the download?
We'll get back to you as quickly as we can, and will stay with you until we've solved your problem.
Sheila Martin
Sea Breeze Digital Publishing, Inc.
© 2003-2007 Sea Breeze Digital Publishing, Inc. All rights reserved.