Frequently Asked Questions

Active Learning

  1. For information on Hosted Active Learning, please visit our Hosted Active Learning help page.
  2. For information on Integrated Active Learning, please visit our Integrated Active Learning help page.
  3. How do I determine whether my Active Learning is Hosted or Integrated?

Ordering

  1. How can I pay for my course materials?
  2. What if I do not want to purchase/give my credit card information online?
  3. Why can't I find the course materials I need on your site?
  4. What if I need technical help with my online purchase?
  5. I ordered my course materials online. Can I cancel my order?
  6. What if I ordered the wrong course materials?
  7. Why is there an "Email Me When Ready" button instead of an "Add to Cart" on my course materials page?

Shipping & Delivery

  1. I haven't received my order, and it's been 5 postal business days since my order shipped. How can I track my order?
  2. I need to change my shipping address, what should I do?

Returns & Exchanges

  1. What is your return policy?
  2. My course materials were damaged during shipping. What should I do?
  3. What do I do if I need to make an exchange?

Digital Materials

Answers

Active Learning

  1. How do I determine whether my Active Learning is Hosted or Integrated?

    You can determine your Active Learning type by any of the following:

    • Check the Active Learning description on the product page for your course.
    • Check your order confirmation email.
    • Ask your professor.

Ordering

  1. How can I pay for my course materials?

    Our online store accepts all major credit cards and MasterCard/Visa debit cards.

  2. What if I do not want to purchase/give my credit card information online?

    Our online shopping cart is secure and all private information is encrypted so that only you and University Readers can access it. In addition to submitting payment online through a credit or debit card, you may purchase your course materials by phone.

    To purchase by phone: Contact us at 800-200-3908 ext. 503. We will take your credit or debit card information over the phone and ship your course materials to you as soon as possible.

  3. Why can't I find the course materials I need on your site?

    There are several reasons why the course materials you're looking for are not available for online ordering. This could be the case if your materials are being sold exclusively through your campus bookstore. It is also possible that your materials are produced by a company independent of University Readers, and we advise you to contact your professor or TA for the correct purchasing information.

  4. What if I need technical help with my online purchase?

    For immediate service, please review our Technical Support for directions and information to troubleshoot common issues. If your question is not answered on this page, you may also contact our customer service department for further assistance.

  5. I ordered my course materials online. Can I cancel my order?

    No. As soon as your order is placed, it is sent to the one of several locations throughout the country for immediate processing. It is often impossible for us to stop an order in the middle of the process of printing the book, printing the cover, binding, packaging, and shipping it to you.

  6. What if I ordered the wrong course materials?

    Please contact us immediately at orders@cognella.com or 800-200-3908 ext. 503 and we'll work out how to provide you the correct course materials you need.

  7. Why is there an "Email Me When Ready" button instead of an "Add to Cart" on my course materials page?

    An "Email Me When Ready" button means that your materials are currently being assembled and are not quite ready for sale.
    We are actively working on getting these materials ready for your class.
    If you click the button, we will email you as soon as your materials are available and posted for sale.

Shipping & Delivery

  1. I haven't received my order, and it's been 5 postal business days since my order shipped. How can I track my order?

    While we work with trusted carriers, sometimes they have delivery issues. Locate your tracking number that we provided you via email and track your shipment at USPS or FedEx (if you are unsure of your tracking number, please contact us at orders@cognella.com). If the tracking system says that your shipment has been delivered to your location, then you'll want to review the following options based on your shipment location:

    1. If you live on campus, please check with your mail service that delivers packages to your campus. Note that some campuses have separate locations for USPS and FedEx packages.
    2. If you live in an apartment complex or off-campus housing, please check with your leasing or management office to see if the package was left with them (it may not have fit in your mailbox). You may also need to contact your local post office to pick up your package (some leasing offices refuse to accept packages). For more information on contacting your local post office, call 1-800-ASK-USPS or visit http://www.usps.com/postmasterfinder/.
    3. If you live in a house and have roommates, please double check with them since they may have simply forgotten to mention that your shipment has arrived.

    If these steps don't help you find your course materials, or the tracking database doesn't state that your shipment has arrived, please contact us at orders@cognella.com or 800-200-3908 ext. 503. We'll remedy the situation as soon as possible!

  2. I need to change my shipping address, what should I do?

    We make every attempt to process orders as quickly as possible so we can get your items to you as soon as possible. Orders already in the shipping process cannot be modified.

    My order has already shipped

    Once your order has shipped it cannot be modified in any way by our customer service department. Here are a couple of options you can try at this point:

    1. Try contacting the carrier, provide them with your routing number, and see if there is any way for them to reroute the package to a different address.
    2. Is the original address your home or billing address? If so, ask someone at that address to forward you the package as soon as they receive it to your new address.
    My order has not shipped yet

    Contact our customer service department immediately to see if we are able to change your address in time before shipping. You should also go to your store account and update your shipping address there so that you ship to the correct address the next time you order with us.

Returns & Exchanges

  1. What is your return policy?

    All sales are final and we do not accept returns or issue refunds for course materials. We print and ship each order individually from several plants across the country. Your book is created just for you and we do not carry inventory to be able to sell that book to someone else. This process reduces our overhead costs and shipping times—and helps to keep our prices as low as possible.

  2. My course materials were damaged during shipping. What should I do?

    If you find that your course materials arrived damaged, please let us know right away so we can help remedy the situation! Please contact us at orders@cognella.com or 800-200-3908 ext. 503 for assistance.

  3. What do I do if I need to make an exchange?

    If you accidentally ordered the wrong course materials and want to switch for the right materials, let us know! Contact us at orders@cognella.com or 800-200-3908 ext. 503 for assistance.

Digital Materials: About Digital Materials

  1. What are digital materials?

    Digital course materials can be read on your Windows PC, Mac or mobile device. When you click to buy your course materials in the store, you will see format options Print or Digital (or some combination of the two).
    If you order your course materials in Print format you will receive immediate access to a partial digital download. The partial digital download typically includes 30% of the materials, allowing you to begin reading while your print materials ship in the mail.
    If you order your course materials in Digital format you will receive immediate access to a full digital download. Save money when you order digital materials as they are priced lower than the print format. Digital materials are convenient because they are portable, easy to bring to class, and immediately available after your purchase.
    Add-ons allows you to easily bundle the digital materials with a print copy or vice versa - getting the benefits of both print and digital at the best value.
    Digital materials are managed and read using Adobe Digital Editions, which you can download and install for free on your Windows PC, Mac or mobile device. Please note that the digital content files cannot be opened on a regular PDF reader such as Adobe Reader or Apple Preview. Review Digital Setup for detailed instructions on setting up your digital materials. For most materials, you can highlight, annotate, and bookmark your digital materials for quick and easy reference. You can also zoom in on items or use search for easy navigation.
    IMPORTANT: A small number of courses do not have the digital format option available due to restrictions on digital distribution from 3rd party vendors. When you select your course materials from the store you will see the format options available for that course. If you have any further questions, please contact us at orders@cognella.com or 800-200-3908 ext. 503.

  2. Where are my digital materials?

    After you complete your order, your digital materials are available immediately for download from the My Digital Materials. You will also be prompted to view your digital materials when you complete your purchase.
    Digital materials are read using Adobe Digital Editions, which you can download and install for free on your Windows PC, Mac or mobile device. Please note that the digital content files cannot be opened on a regular PDF reader such as Adobe Reader or Apple Preview. Review Digital Setup for detailed instructions on setting up your digital materials.

  3. How can I read my digital materials?

    Digital Materials can be viewed on Windows PC, Mac, iOS and Android devices. For Windows and Mac OS you would need to download and install the Adobe Digital Editions application. For iOS and Android please download Bluefire Reader. Both programs support industry-standard PDF/A file format with Adobe eBook DRM (Digital Rights Management).

  4. What devices are supported?

    You can read on your Windows PC or Mac using Adobe Digital Editions (see system requirements). You can also use Bluefire Reader on supported mobile devices.

  5. Can I read Digital Materials in Adobe PDF Reader or any other e-reader?

    You will not be able to read your digital materials on your regular PDF viewer. You must download and install Adobe Digital Edition (for Windows and Mac OS devices) or Bluefire Reader (for iOS and Android devices).

  6. What is a 30% partial digital?

    Most course packs and textbooks allow you to view up to 30% of the print materials as a partial digital download in PDF format, so you can study while waiting for your print materials to arrive. This file is typically first 30% of the print copy, and can be viewed in Adobe Reader.

  7. How do I open my 30% partial digital?

    Adobe Reader is a free application to view PDF files, including the 30% partial digital download for print materials you have purchased through the store. Verify that Adobe Reader is installed on your computer: http://get.adobe.com/reader/ through the Adobe website.

  8. My access expired on my digital materials, now what?

    If you are past the 180-day time period, you will no longer have access to your course digital materials. If you are still within 180 days from the date of purchase, please contact us at orders@cognella.com or 800-200-3908 ext. 503.

  9. Do my digital materials expire after 180 days, or just the download link?

    Both the link from the "My Digital Materials" store page and your digital materials in Adobe Digital Editions will expire in 180 days.

  10. Why do I only have access to the digital materials for 180 days?

    We are required by many of our publisher partners and the other third parties from whom we request permission to protect and limit access to our digital materials to protect the copyright. Because of the time restriction on our digital materials, we offer discounted pricing. By purchasing digital materials you can save money and easily bundle it with print materials - getting the benefits of both print and digital at the best value.

  11. Can I email my digital materials to myself?

    Though you can attach the downloaded file to an email message and send it, you will not be able to read the file on any other system without downloading the Adobe Digital Editions software and activating it with your Adobe ID.

Digital Materials: Adobe ID

  1. What is Adobe ID?

    Adobe ID is a unique identifier that allows you to assign digital materials to an Adobe account, so you can view these materials on all compatible devices you own, regardless of the device where you first downloaded the materials. Once you create your Adobe ID, you must activate either Adobe Digital Editions or Bluefire Reader on your additional devices with your unique Adobe ID.

  2. What is a Vendor ID?

    Adobe sometimes refers to an Adobe ID as a Vendor ID; they are the same.

  3. What am I authorizing when I click to authorize my computer?

    Your Adobe Digital Editions or Bluefire Reader software is being authorized with your Adobe ID, allowing you to access your books on multiple devices (personal computer, iOS/Apple devices, Android devices, and more).

Digital Materials: Adobe Digital Editions

  1. What is Adobe Digital Editions? Why do I need it?

    Adobe Digital Editions is the application used by students to view and manage digital materials downloaded through the store. Adobe Digital Editions acts like a bookshelf for managing and storing all of your digital materials, making them easily accessible and portable. These digital materials can be read through your Mac or Windows PC. For most materials, you can highlight, annotate, and bookmark your digital materials for quick and easy reference. You can also zoom in on items or use search for easy navigation.
    Adobe Digital Editions is required in order to view your digital materials on a Windows PC or Mac purchased through the store. These digital materials are DRM (Digital Rights Management) protected files.

  2. How do I install Adobe Digital Editions?
    • Navigate to http://www.adobe.com/solutions/ebook/digital-editions.html.
    • Click "Download" at the top right.
    • Select Windows or Macintosh depending on your computer's operating system.
    • Open the Digital Editions installer (ADE_4.5_Installer) and follow the instructions.
    • If you have a previous version of Digital Editions installed, you may be prompted to migrate books in your library.
    • Detailed instructions with screenshots can be found here.
  3. How do I migrate to Adobe Digital Editions 4.5?

    To migrate to the newer Digital Editions 4.5, please follow the install instructions. During the process, you will be prompted to migrate books in your library and uninstall the older version.

  4. What system requirements do I need to install Adobe Digital Editions?

    Windows

    • Intel Pentium 4 processor or later
    • Windows 7 (32 or 64 bit running in 32-bit mode)
    • 512MB of RAM (1GB recommended)
    • 40MB of available hard-disk space

    Mac OS

    • Intel Core Duo or faster processor
    • Mac OS X v10.8 or later
    • 512MB of RAM (1GB recommended)
    • 75MB of available hard-disk space

    Linux

    • Not supported

    Latest specifications: http://www.adobe.com/solutions/ebook/digital-editions/tech-specs.html

  5. I have Windows Vista - what do I need to know?

    Special instructions for Windows Vista: http://helpx.adobe.com/digital-editions/kb/installing-digital-editions-20-windows.html

  6. I can't open my digital materials in a PDF viewer. What do I do?

    Digital materials cannot be viewed in Adobe Reader. Please download and install Adobe Digital Editions. If you have already installed Adobe Digital Editions on your computer and your book is opening with a PDF viewer, try dragging and dropping the URLLink.acsm file on to your Digital Editions window. Alternatively, try right-clicking the URLLink.acsm file and opening with Adobe Digital Editions.
    IMPORTANT: Please note that Adobe Digital Editions is not the same as Adobe Reader or Adobe Acrobat.

  7. How can I remove my Adobe ID from Adobe Digital Editions?

    For Adobe Digital Editions (Windows PC and Mac)

    • From library view within Adobe Digital Editions, press CTRL+SHIFT+D (or CMD+SHIFT+D) on your keyboard.
    • Click "Erase Authorization."
  8. Can I print to PDF?

    No. Due to restrictions from publishers and content owners, DRM (Digital Rights Management) protection on your digital materials prevents you from printing to a PDF file.

  9. Can I export my notes and bookmarks?

    Your notes and bookmarks are stored within Adobe Digital Editions and cannot be exported or shared to other devices.

Digital Materials: Bluefire Reader

  1. What is Bluefire Reader?

    Bluefire Reader is the app that allows you to read your digital materials on your iOS or Android mobile devices.

  2. How do I remove my Adobe ID from Bluefire Reader?

    Click "Info" at top right of Bluefire Reader, then click "Deauthorize" and confirm.

Digital Materials: Troubleshooting

Below are detailed instructions for the most common problems students have with installing Digital Editions or downloading our materials. If you are unable to find the solution to your problem here, please know that our customer service representatives are available to help. You can contact us at orders@cognella.com or 800-200-3908 ext. 503.

  1. I installed Adobe Digital Editions and downloaded the book from your website, but it is not in my Bookshelf in Digital Editions?

    If you have any issues getting your book to open, try opening Digital Editions and navigating to "File > Add to Library". From there, browse for the URLLink.acsm file in your "Downloads" folder. Make sure to change the file type to Adobe Content Server Message (*.acsm) (from E-Books).

  2. I installed Adobe Digital Editions and received an error message when opening my book?

    The most common error messages are listed below.

    1. "E_ACT_NOT_READY"
    2. "E_AUTH_NOT_READY"
    3. "E_ADEPT_INTERNAL"
    4. "E_AUTH_BAD_DEVICE_KEY"
    5. "E_CHECK_ACTIVATION" or "ERROR! CHECK ACTIVATION"

    If you receive one of the above error messages, follow the below steps to resolve.
    Solution: Deauthorize and reauthorize Adobe Digital Editions or Bluefire Reader.
    For Adobe Digital Editions (Windows PC and Mac)

    • Open Adobe Digital Editions. If you have a book open, make sure to exit the book and go to your bookshelf library.
    • Deauthorize Adobe Digital Editions by navigating to "Help > Erase Authorization," or press the following on your keyboard: CTRL+SHIFT+D (on Windows), or CMD+SHIFT+D (on OS X).
    • If prompted for your Adobe ID password, enter it and hit "Continue." Click "Erase Authorization" on the window that appears, then click OK.
    • After your authorization is removed, please try downloading your book again.
    • If you have previously downloaded your book to another computer, please use the same Adobe ID when authorizing subsequent devices.

    For Bluefire Reader (iOS and Android mobile devices)

    • Click "Info" at top right of Bluefire Reader.
    • Click "Deauthorize" and confirm deauthorization.
    • Click "Authorize" and enter your Adobe ID credentials.
    • After following the above steps, please try downloading your book again.
  3. I received the error message "please try later" when deauthorizing Adobe Digital Editions - what do I do?

    The latest version of Digital Editions sometimes errors when deactivating an Adobe ID (with the "please try later" error). In order to resolve, you will need to downgrade to Digital Editions 3.0. Here's how:
    For Adobe Digital Editions (Windows)

    1. Navigate to Start > Control Panel > Programs and Features (may be listed under "Programs" or "Add/Remove Programs" depending on operating system).
    2. Click "Adobe Digital Editions 4.X" in the uninstall list and click "Uninstall."
    3. When prompted with a new dialog, click "Uninstall" again to confirm removal, then click "Close."
    4. Now that Digital Editions is removed from your computer (no longer listed in add/remove list), install Adobe Digital Editions 3.0 from this link.
    5. Try downloading your book again and open with Digital Editions 3.0.
    6. Enter your Adobe ID when prompted, then you should see your book begin downloading.

    For Adobe Digital Editions (Mac OS X)

    1. Navigate to Applications folder. To do this, click Finder (bottom left of dock), then click on "Applications" on the left-hand side.
    2. Remove Adobe Digital Editions from your applications folder. To do so, click the application in the list (highlight) and delete (move to trash), or right-click application and move to trash.
    3. If you have OS X 10.7 "Lion" or newer, install Adobe Digital Editions 3.0 from this link.
    4. If using an older version of OS X (before 10.7), install Adobe Digital Editions 2.0 from this link.
    5. Try downloading your book again and open with Digital Editions 3.0 or 2.0.
    6. Enter your Adobe ID when prompted, then you should see your book begin downloading.
  4. I received the error message "Acrobat could not open URLLink.acsm" - what do I do?

    This error occurs when digital materials are opened with Adobe Acrobat or Adobe Reader. If you have not already installed Adobe Digital Editions on your computer, follow the detailed instructions listed here. If you have already installed Adobe Digital Editions on your computer, and your book is opening with a PDF viewer, try dragging and dropping the URLLink.acsm file into your Adobe Digital Editions window. You can also try right-clicking the URLLink.acsm file and opening with Adobe Digital Editions.

  5. I received the error message "E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER" - what do I do?

    Verify that you have authorized Adobe Digital Editions with an Adobe ID by following the below steps.

    • Click "Help" at the top of Adobe Digital Editions.
    • If "Authorization Information" is grayed out, please authorize your Adobe Digital Editions by clicking "Authorize Computer" and entering your Adobe ID credentials.
    • If you have previously downloaded your book to another computer, please use the same Adobe ID when authorizing subsequent devices.
    • We may need to reissue you a new link, please contact us at orders@cognella.com or 800-200-3908 ext. 503.
  6. I received the error message "E_ADEPT_IO/Adobe DRM Error" - what do I do?

    Solution 1: Disable firewall, antivirus, or proxy software temporarily.
    Firewall, anti-virus, and proxy software can intercept the activation request from Adobe Digital Editions to the activation server. If you are encountering this error, try temporarily disabling or verifying anything software that may be blocking Adobe Digital Editions from accessing the internet or activation server.
    Solution 2: Verify your system's date and time settings.

  7. I received the error message "E_ADEPT_REQUEST_EXPIRED" - what do I do?

    Verify your system's date and time settings - the clock time, date, and time zone must match where you currently reside. After updating and syncing your clock with the internet, try downloading your book again.
    For Windows 10, 8.1, 8, 7, or Vista

    • Right-click clock at bottom right.
    • Click "Adjust date/time."
      • Verify that the time zone is correct.
    • Click "Internet Time."
    • Click "Change settings..."
    • Verify "Synchronize with an Internet time server" is checked.
    • Click "Update now" until it successfully syncs with "time.windows.com" (may have to click multiple times to sync).
    • After syncing, verify that the date and time is correct.

    For Windows XP

    • Right-click clock at bottom right.
    • Click "Adjust date/time."
    • Click "Time Zone" tab.
    • Verify that the time zone is correct.
    • Click on "Internet Time."
    • Verify "Synchronize with an Internet time server" is checked.
    • Click "Update now" until it successfully syncs with "time.windows.com" (may have to click multiple times to sync).
    • After syncing, verify that the date and time is correct.

    For Mac OS X

    • Navigate to System Preferences > Date & Time.
    • Verify "Set Date & Time automatically" is enabled.
    • Under "Time Zone", verify "Set time zone automatically using current location" is enabled. Or, make sure time zone is correct.
  8. I received the error message "RET_RECORD_CORE_INVALID_CLIENT_CERT" - what do I do?

    If you encounter this error, download and install the latest version of Adobe Digital Editions. If you are still encountering this error after installing the latest version, please contact us for further assistance at orders@cognella.com or 800-200-3908 ext. 503.

  9. I installed Adobe Digital Editions on my Mac OS computer and received an error message saying it's not compatible with my operating system?

    The latest version of Digital Editions requires OS X 10.8 "Mountain Lion" or newer. If using an older version of OS X (before 10.8), you will not be able to open Digital Editions and will need to downgrade to Digital Editions 3.0 or 2.0. Here's how:

    1. Navigate to Applications folder. To do this, click Finder (bottom left of dock), then click on "Applications" on the left-hand side.
    2. Remove Adobe Digital Editions from your applications folder. To do so, click the application in the list (highlight) and delete (move to trash), or right-click application and move to trash.
    3. If you have OS X 10.7 "Lion" or newer, install Adobe Digital Editions 3.0 from this link.
    4. If using an older version of OS X (before 10.7), install Adobe Digital Editions 2.0 from this link.
    5. Try downloading your book again and open with Digital Editions 3.0 or 2.0.
    6. Enter your Adobe ID when prompted, then you should see your book begin downloading.
  10. I'm trying to print out my digital materials but my print button in Adobe Digital Editions is grayed out.
    • Your book may have printing limitations due to copyright restrictions or other factors. You can check the printing allowance by going to the File tab, "Item Info," and see "Printing" permissions on the bottom of the dialog box.
    • Printing access is available only on the first computer where digital materials are downloaded. Subsequent downloads of your digital materials to other computers will allow materials to be viewed through Adobe Digital Editions, but not printed. If you first downloaded your book to a mobile device, you will not be able to print from another computer.
    • If you feel there is an error with your printing allowance, please contact us at orders@cognella.com or 800-200-3908 ext. 503.
  11. I received an error in Bluefire Reader: "E_IO_TEMP_FILE_WRITE" or "A network error has occured. Double-check that your device has networking enabled and try again."

    This error occurs when device goes into sleep while in the process of downloading materials.

    Solution 1: Change your auto-lock timing. In iOS: Settings > General > Auto-lock > Never. Once downloaded, you can revert to your previous auto-lock settings
    Solution 2: Continuously tap the screen so the device does not sleep.

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