Troubleshooting

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

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, you may have your default browser security setting configured to block all downloads.

Your download may also be disabled by settings in a program such as:

  • Norton AntiVirus or Internet Security
  • ZoneAlarm
  • Avast Internet Security
  • Kaspersky Internet Security
  • 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.

Example: To check your settings in the Internet Explorer browser:

Click on Tools >> Internet Options >> Security >> Custom Level >> 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the #1 reason is that you do not have Acrobat Reader installed on your computer OR you have an out-of-date version.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 10, but some earlier versions will also be fine.)

The solution is simple … download the Reader (it’s free, from Adobe).

Note: By default, Adobe will have you also download McAfee Security Scan software. If you already have security software that you trust, I recommend UN-checking that box. You don’t need to download McAfee in order to get the free Reader.

3. More about downloading

Here’s more info on how to download successfully.

As well, here are a couple of common error messages and solutions for them.

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: 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 customers 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.

4. 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 an up-to-date version of 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

5. If you didn’t get an email from us…

Occasionally,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

Historically, the problem has been most common with users who have email addresses at:

  • AOL
  • Hotmail
  • Yahoo
  • Earthlink
  • MSN
  • NetZero

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.

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 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.

6. Contact our Support Desk

If you’ve tried everything, and still can’t download, contact the Sea Breeze Support Desk

Please give us as many details as you can about how far you got in the process. For instance:

Are you downloading at work, where there may be a corporate firewall?

  • Are you seeing an error message? What exactly does it say?
  • Does the download begin, but not finish?
  • Have you installed Acrobat Reader on your computer? Which version is it?
  • 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.