Frequently Asked Questions about eBooks
Welcome to our eBooks FAQ section. Here you'll find answers to the most frequently asked questions about buying and downloading eBooks. If you cannot find an answer to your question please email us at email@example.com and we will respond as quickly as possible - our aim is to respond within 24 hours.
Buying and downloading an eBook (the 'urllink.acsm' file)
Installing eBook Management Software
Before you buy and download your first eBook to your computer, and from there to another device, you must have appropriate eBook management software installed on your computer. This is free software that is needed in order to manage your library of eBooks, without this you will not be able to transfer eBooks with Digital Rights Management to any other devices such as your eReader.
Adobe Digital Editions (http://www.adobe.com/products/digitaleditions) is the most common eBook management software. However, at the time of writing, the Sony Reader software overrides Adobe Digital Editions.
If you have a Sony Reader you should install the Sony Reader software on your computer (connect your Reader to your computer and check for the Settings drive in My Computer). This software is Sony's equivelant to Adobe Digital Editions and you will usually then be asked to download eBooks to this software as default when you purchase an eBook.
Authorising your computer
When you first launch Adobe Digital Editions, you are prompted to authorise your computer. If you authorise your computer you will be given an Adobe ID which will always be associated with that computer. If you do not, the account is "anonymous".
If you decline your digital content will belong to the computer, not a named user account. Subsequently, you will be prompted to authorise your computer whenever you purchase an eBook, although the prompt dialog box provides a "Don't ask me again" checkbox.
If you "anonymously" activate two computers, then there are two separate anonymous accounts, which cannot be merged. Thus, the eBooks on one computer can be upgraded to "belong" to a specific Adobe ID, but the eBooks on the other cannot. If you authorise the second computer with your Adobe ID, any subsequent purchases on it are associated with that ID and transferable to any computer authorised with that ID. However, the books that were purchased on the second computer prior to being activated are forever locked to that computer.
Once you have installed Adobe Digital Editions you should then plug your eReader device in to your computer. A window will appear asking you if you would like to authorise your device, giving the email address used for your Adobe account. If this is correct, accept this action and your device will be authorised to the Digital Editions on that computer.
At the time of writing (November 2011) it was unclear whether ADE will authorise the new Sony (WiFi) Reader (see above re installing Sony Reader software).
Buying and downloading an eBook
To buy your eBooks and obtain a download link, sign into your account, proceed to the checkout. Once you have completed the purchase you will be provided with a link to download the relevant eBook(s) in the My Bookshelf section of My Account.
· Click on the download link
· Your browser will prompt you on which programme to save or open the file you download (which is usually named 'urllink.acsm' and is actually a license for the eBook and not the eBook itself).
· Select the relevant eBook software management programme and choose to Save the file.
The Ebook software management should load if not already loaded and will load the license file, download the eBook and add it to your library.
Every ebook has a download limit and each copy will be linked to an authorised device. Deleting the download link will NOT remove the file from your hard drive. If you email the link to another person or machine and try to download it they would get a message to indicate it has already been fulfilled and assigned to a different Adobe ID.
The majority of publishers set the download attempts to 3, and once successfully downloaded the ebook file can be transferred to different devices but only viewed on a reader with the same ID.
Transferring an eBook to an eReader from your computer
Depending on the Digital Rights Management set by the publisher, you can transfer eBooks on your computer to other devices - you are normally limited by publishers to having one copy of an eBook on a maximum of 6 devices, including the computer you use to download your Ebooks.
If you want to read your eBooks on multiple devices, you usually need to authorise each device with your eBook management software prior to transferring eBooks between them.
Once you have authorised an external device:
· plug in the device to your computer;
· use the eBook management software on your computer to copy eBook(s) to the device - usually by dragging and dropping them from the 'Library view' onto the device icon.
Help with Digital Editions
For help with Adobe Digital Editions please visit the help pages on the Adobe website http://www.adobe.com/products/digitaleditions/help/
Where is my eBook?
If you use Digital Editions your download will have been saved on your computers hard drive in My Documents\My Digital Editions. This applies to Windows. For Mac users look in Documents\My Digital Editions.
Other eBook Management software such as Calibre will specify the folder where your eBooks will be downloaded to.
I have the wrong eBook
If you have successfully downloaded an eBook, but you feel the content is incorrect please contact our customer services by email at firstname.lastname@example.org.
Please provide as much detail as possible about the nature of the problem, including the eBook title and author, so that we can feed back the problem to the publisher to rectify your order as quickly as possible.
My eBook does not completely download
If you are unsuccessful in downloading your eBook, you have access to download the eBook a further two times (three times max). All previously purchased eBooks can be found the Your Bookshelf section in My Account when you log into your account.
If after three attempts you are still unable to download an eBook, please contact us by email at email@example.com.
Please provide as much detail as possible about the nature of the problem, including the eBook title and author, the operating system of your computer, the browser you are using and the eBook management software you are using.
Error 'Server communication problem: E_ADEPT_IO'
This error usually indicates that a problem occurred during download and that you should attempt to download again. If the download link is no longer available, contact us at firstname.lastname@example.org.
In your email, please provide your Transaction ID and date of sale as well as the title of the book so we can reactivate the link.
Can I get a refund or an exchange for an eBook bought in error or that I don't like?
Unfortunately not. Sales on eBooks are final and cannot be exchanged/refunded. If however, you find that an eBook is faulty, please contact us on email@example.com and we will look to resolve the issue or refund if this is not possible.
Why are the prices of eBooks so varied?
Prices of many eBooks are set by the publishers and cannot be discounted. In addition, unlike physical books, eBooks are subject to VAT at the full rate across the EU.
Territorial Restrictions and Agency eBooks
Most publishers apply territorial restrictions on where eBooks can be delivered/sold. Some publishers also operate what is known as Agency terms, which means that the terms that they sell eBooks, including the price, may vary from territory to territory.
In order to sell eBooks we are required to adhere to these conditions and, if you are not logged in to your account, our systems will try and identify your actual location in order to determine your eligibility to acquire certain eBooks and also the terms applicable to such purchases. If our system determines that you are in a location where certain eBooks cannot be sold, or can only be sold at a price set by the Publisher, then this should be indicated where appropriate on the website.
However, we cannot guarantee that such location recognition systems will work correctly and the best way to ensure you have access to the correct eBooks at the right price is to register with us â€“ all we require is your Name, email address and Country of Residence, and log in when you wish to buy ebooks or save them to your Wish List.
Note that when you do buy an eBook your Country of Residence will be that associated with your credit card billing address NOT your shipping address or the one you have specified as being your Country of Residence, if either of these is different.
Devices which are compatible with Digital Editions
All devices use Adobe ePub format with DRM (Digital Rights Management). The Sony Readers use Sony's own Reader Library software which is pre-installed on the device and will prompt you to download this on first use.
At the time of writing, the Sony Reader software overrides Adobe Digital Editions when you download an eBook.
Transfering an eBook from Adobe Digital Editions to Apple (and Android) devices.
If you have an iPad or other Apple device and you want to transfer Adobe DRM protected ebooks that you have downloaded to Adobe Digital Editions to your computer to Apple devices the following procedure is one way to do this that works:
This is a pain the first time, but quick thereafter.
You will need your Adobe ID - if you don't have one go to www.Adobe.com for a free Adobe account.
Select Sign In (at top right of the screen)
Select Create an Adobe Account and follow the instructions.
Once that is done, go to http://txtr.com/ and sign up for a free txtr account.
Go to the iTunes App Store and download the free txtr app to your iPad or other Apple device.
Open the txtr app on your Apple device and follow the instructions.
Go to Settings and Login with your txtr username and password.
Select the Adobe ID option (that will say ADE is not activated) and enter in your Adobe ID.
Login to your txtr account, select the My Books option and then select Upload
Navigate to your My Digital Editions folder on your computer. If using Windows XP it will be located at C:\Documents and Settings\username\My Documents\My Digital Editions\
If using Windows Vista or Windows 7 it will be located at C:\Users\username\Documents\My Digital Editions\
Select the ebook you want to upload and select Open
Select Upload on Txtr (this may take a minute or two depending upon the speed of your connection and the size of the book. There is a % indicator.)
Select Document Edits
The book now appears in My Books
Tap the book in your library and it will quickly download and that’s that.
Changing your computer
Always ensure that you have installed and setup your account in Adobe Digital Editions before you download an eBook to a new machine.
When changing machines, take a note of your login details to ensure that you can retain access to your library.
What is Digital Rights Management?
Digital Rights Management (DRM) is technology used by publishers to limit the number of devices you can to copy an eBook to and also can be set (by the publishers) to restrict certain actions, such as printing, copying or cutting and pasting text from an eBook.
The vast majority of eBooks sold on Books4Spain.com are in the ePub file format and are secured with Adobe ADEPT Digital Rights Management. EPub and Adobe DRM are supported by all leading eReaders but NOT, at the time of writing, the Amazon Kindle or Apple products such as the iPhone or iPad unless you connect via iTunes.
DRM also ties the eBooks you buy from Books4Spain to the computer you use download them to. It is usually possible to access one copy of a DRM protected eBook on up to 6 different devices which have been authorised to your account including eReaders, laptops and desktops.