E-textbook & access code troubleshooting



I tried to redeem the code I bought in-store, but I keep getting this message: “Your redemption code has not been activated yet …”.  What do I do next?

This message is the result of an error occurring during the activation process, when your in-store card was sold.

Steps to take:

  1. Take a photo of your in-store card, clearly showing the redemption code.
  2. Take a photo of your sales receipt.
  3. Email these photos to the BookStore (bookstore.textbooks@umanitoba.ca).
  4. Please include the error message displayed when trying to redeem your code.
  5. Once your purchase, and the cause of the error, are verified a BookStore staff member will activate your code.
  6. You will be contacted by email when the code is ready for redemption.


I redeemed the code I bought in-store, but I still do not have the e-textbook. Where is it?

An email is sent to the email address you provided when redeeming the code you purchased. This email contains the information needed to access your e-textbook. 


Steps to take:

  1. Check your email account inbox.  If there is no email waiting for you, check your “junk” or “spam” folder.
  2. If the account you checked does not have the email, check any other email accounts you use.
  3. If none of your accounts has the email, it is likely you incorrectly entered your email address. Please email the BookStore for support: bookstore.textbooks@umanitoba.ca, and send your email from the email address you think you used when you redeemed your code.


 

My access code isn't working. What do I do?

 

If you received an email containing an access code (letters, numbers, or both), along with instructions for registering the code, you should contact the publisher’s technical support team. Access codes are issued and maintained by publishers, not the BookStore.

 

Steps to take:

  1. Contact the publisher’s technical support team, indicated in the instructions (an email address, web link, and/or phone number should be listed).
  2. If there is no technical support contact listed, please email the BookStore for support (bookstore.textbooks@umanitoba.ca). Please send your email from the email address you think you used when you redeemed your code.



My instructions say I need to enter a Course ID or Course Key. Where do I get this?

This additional code is supplied by publishers to instructors, who then supply this to their students.


Steps to take:

  1. Check your course syllabus, as well as UMLearn, to see if your instructor listed the code.
  2. Email your instructor and request they send you the required code. It is helpful to explain that you bought the e-textbook for the course, and need this code to access the content.
  3. If your instructor says they do not have the required code, please email the BookStore for support (bookstore.textbooks@umanitoba.ca) and state the following: the course and section you are enrolled in and the title of the e-textbook (your instructor does not have the required code). The BookStore will then contact the publisher, and arrange to have the code sent to the instructor.

ADOBE DIGITAL EDITIONS (ADE) E-READER Issues

I cannot authorize Adobe Digital Editions (ADE) e-reader. I get a message saying my password is incorrect. What do I do?


This error is caused by entering a password that is different from the one created and used when you redeemed your Redemption code.

Steps to take:

·      If you have a record of the password used when redeeming your code then attempt to authorize with it.

·      If you do not know this password, you will have to request a password reset. 

o   Go to https://www.campusebookstore.com/SignIn.

o   Click on the “Retrieve Lost Password” link.

o   Enter the email address used when you redeemed your Redemption code into the email field.

o   Click on “Retrieve Password”. A new password will be sent to your email address.


My e-textbook isn't downloading. I get a "E_ADEPT_REQUEST_EXPIRES" message when trying to download my e-text into Adobe Digital Editions e-reader. How can I fix this?

This issue is caused by a discrepancy between the time, date, and/or time zone information on your device not matching actual, when you are attempting to download your e-text.

Steps to take:

  1. Review the clock time, date, and time zone settings on your device.
  2. Correct any discrepancies.
  3. Reattempt the download.

 


I got an error message when downloading to my e-reader: “Adobe DRM client error 706” or “Adobe DRM client error 422”. How do I fix this?

 

This error is typically caused if your device is using Web Accelerator software. This software is known to interfere with the verification stage of the downloading process.


Steps to take:

  1. Temporarily disable your Web Accelerator software.
  2. Restart, and complete the e-textbook download.
  3. Re-enable your Web Accelerator software.


My e-textbook isn't working. I get a "FULFILLED BY ANOTHER USER" message when trying to read my e-text in Adobe Digital Editions e-reader. How can I fix this?


There are two common causes of this issue:

1. You have already opened the item on one device, and you are not successful at opening it on a second (or third...) device.


Steps to take:


2.
You authorized the ADE reader without using “Campus eBookstore” as the designated vendor. 

 

Steps to take:

  1. Deauthorize/Reauthorize Adobe Digital Editions (see procedure below).
  2. Re-download the e-textbook (see procedure below).

Deauthorize, then Reauthorize Adobe Digital Edition 

To Deauthorize:

·      Open Adobe Digital Editions (ADE). If you already have it open, and also have an eBook file open, be sure to exit out of the eBook and return to the library screen.

·      To deauthorize:

o   Press Control-Shift-D (Windows) or Shift-Command-D (Mac OS) to deauthorize Adobe Digital Editions.

o   Alternate method: using the top left menu, select Help > Erase Authorization. On the next screen, confirm by clicking "Erase Authorization".

·      If ADE has issues de-authorizing and you get an error message, you can attempt to manually remove the authorization.

 

       For Windows:

  1. Choose Start > Run.
  2. In the Open text box, type regedit and then press Enter. The Registry Editor opens.
  3. In the left pane of the Registry Editor, locate the following registry key: HKEY_CURRENT_USER\Software\Adobe\Adept
  4. Right-click the Adept key (folder) and choose Delete.
  5. In the Confirm Key Delete dialog, click OK.

 

       For Mac:

  1. Open Adobe Digital Editions.
  2. Press Cmd-Shift-D to deauthorize Adobe Digital Editions.
  3. Select Erase Authorization.
  4. Click OK and quit Adobe Digital Editions.
  5. Navigate to /Users/[[Your user account]]/Library/Application Support/Adobe/Digital Editions and drag the activation.dat file to the trash. ADE is now deauthorized.

 

If for some reason you cannot navigate to the activation.dat file (Mac OS X 10.7 and later), please try the following:

  1. Go to the Finder menu.
  2. Hold down the Option (Alt) key and select Go. This reveals the hidden user library.
  3. Select Library.
  4. Go to Application Support/Adobe/Digital Editions and delete the file named “activation.dat”.

 

To Reauthorize:

  • Click on the link to your e-textbook (from your product instruction email). ADE should prompt you to authorize automatically.
  • If you do not get the prompt to authorize and you have issues opening the book, then click Help > Authorize to start the process manually.
  • Use Campus eBookstore (as the Vendor ID) and your Campus eBookstore credentials (email address and password used to redeem your digital material).


To Re-download your e-textbook:

 

·      Go to https://www.campusebookstore.com/SignIn

·      Enter the email address and password used to redeem your Redemption code.

·      Click on the “My EBooks” link in the left side menu.

·      Locate your e-textbook in the list provided.

·      Click on the “download” link.

·      If you do not know your password, you will have to request a password reset:

o   Go to https://www.campusebookstore.com/SignIn.

o   Click on the “Retrieve Lost Password” link.

o   Enter the email address used when you redeemed your Redemption code into the email field.

o   Click on “Retrieve Password”.

o   A new password will be sent to your email address.

IF YOUR E-TEXTBOOK OR ACCESS CODE ISSUE YOU ARE EXPERIENCING IS NOT LISTED ABOVE, OR IF YOU CONTINUE TO HAVE DIFFICULTY, PLEASE EMAIL US AT bookstore.textbooks@umanitoba.ca.

A STAFF MEMBER WILL REPLY WITHIN ONE BUSINESS DAY.

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