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What do I do if my e-book does not open?
If your Microsoft Reader e-book does not open after the download, go to 'My library' and try downloading the title again. If it still will not open, you may need to delete the Microsoft Reader file association.
To delete the Microsoft Reader file association...
Open Windows Explorer. From the menu bar, choose Tools > Folder Options > File Types. Scroll down to the '.lit' file extension. Delete this file type association (it can be added back later). Since this association has been deleted, when you click the link to download the e-book, you will be prompted to save this file to disk, rather than opening in Microsoft Reader. Save the file to My Documents > My Library. When you open Microsoft Reader, sort by Date Acquired, and the e-book(s) should appear.
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What happens if I get an error during activation?
If you get an error when attempting to activate Microsoft Reader, visit the Microsoft Reader Activation page for more information or call (425) 454-2030 for support. Microsoft support is free, although long-distance charges may apply.
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I have purchased a Microsoft Reader title, but no titles appear in 'My library'. Why aren't my purchased titles displayed here?
If your Microsoft Reader titles do not appear in 'My library', this typically means that you have purchased ebooks using a different PassportID than the one that your Microsoft Reader is presently activated with.
To access your previously purchased e-book(s) use the original computer that you purchased the title(s) on, or activate your Microsoft Reader to the same PassportID that was used at the time of purchase. Note that your PassportID is linked to your email address; if you re-activate your Microsoft Reader using the same email address that you used at the time of purchase, you should be able to see your titles.
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When I attempt to purchase a Microsoft Reader e-book, I get redirected to a page that tells me to update Microsoft Reader. What does this mean?
In order to purchase and download DRM-protected Microsoft Reader e-books, you must have the latest version of Microsoft Reader.
To update your Reader, visit the Microsoft Reader update page and follow the instructions. Once you give permission, the website will scan your copy of Microsoft Reader to determine if you need to update your Reader.
Click here to begin the update process.
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When I access 'My library', I get redirected to a page that tells me to update Microsoft Reader. What does this mean?
In order to download DRM-protected Microsoft Reader e-books, you must have the latest version of Microsoft Reader.
To update your Reader, visit the Microsoft Reader update page and follow the instructions. Once you give permission, the website will scan your copy of Microsoft Reader to determine if you need to update your Reader.
Click here to begin the update process.
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I cannot find the information I am looking for. What should I do?
If you cannot find the information you are looking for with reference to our Help section, please email support. In order to facilitate troubleshooting, please include the following information in your correspondence:
- Steps to reproduce the problem (in as much detail as possible)
- Exact text of any error message you receive (screen shots are helpful)
- URL(s) of any error page(s) you encounter
- Transaction ID
- Date of sale
- Title(s) of problem e-book(s)
- Operating system (Windows XP, Mac OS 10.4.3, etc.)
- Web browser and version (Internet Explorer 6.0, Firefox 1.0.7, etc. In most browsers, find this under Help > About.)
- If applicable, device type and operating system
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