FileOpen - Resolving Problems | Information Services

Problems	Solutions
Plugin Download
Plugin stalls at the FileOpen Plugin Installer page	Follow the Click here for more installation options link and choose FileOpenInstaller.exe or FileOpenInstaller.msi
Document Download
The email link does not work.	At the foot of the email is a URL. Try copying and pasting this into the Address line of your web browser. This will bypass the email client.
Error message below displayed in browser window: Diagnose Connection Problems.	Please click the refresh button in the browser window.
Text below displayed in browser Error: Unfortunately there has been a problem with the delivery of your document. Please contact customer services on +44 (0)1937 546060 for assistance.	The document has expired and will need to be resent: Please contact The McClay Library 028 9097 6135 mcclay.ill@qub.ac.uk rather than contacting the number opposite.
Text below displayed in browser Server Error in '/' Application. The resource cannot be found. Description: HTTP 404. The resource you are looking for (or one of its dependencies) could have been removed, had its name changed, or is temporarily unavailable. Please review the following URL and make sure that it is spelled correctly. Requested URL: /default.aspx	The document has already been downloaded and will need to be resent: Please contact The McClay Library 028 9097 6135 mcclay.ill@qub.ac.uk
Message box with text below: Document access denied: Please contact British Library Customer Services if you believe this to be an error. Undefined error occurred.	The document has already been downloaded and will need to be resent: Please contact The McClay Library 028 9097 6135 mcclay.ill@qub.ac.uk
Adobe Reader window opens but the document does not open	Plugin not installed: Install the plugin if possible. Otherwise do one of the following: Check if it works on a different PC Forward to someone you know has used the service successfully Contact The McClay Library 028 9097 6135 mcclay.ill@qub.ac.uk for assistance Please note that after upgrading to a new version of Adobe Reader the FileOpen plugin will need to be downloaded again.
Document appears to open but a blank screen is displayed.	Adobe Reader is required. Unlike many PDF format documents FileOpen SEDs cannot be opened with Apple MACs Preview software.
Text below displayed in browser There was an error opening this document. The file cannot be found.	This can most likely be solved by allowing access to the required sites and ports
Error message indicating: FO Server Error	Discarding this message and using the manual download link on the FileOpen delivery service page should result in the document opening.
Document Printing
Message box with text below: Print Permission Denied. You have used all your permitted prints of this document.	Permitted prints have been used and the document will need to be supplied again by British Library: Please contact The McClay Library 028 9097 6135 mcclay.ill@qub.ac.uk.
Printing slow	Printing large documents can be relatively slow and large images (greater than 50MB) can cause sluggish behaviour in the application. Also publications from the BL electronic publications store with images originally in colour can be slow to download and print.