DRM Lite - resolving problems

Problems

Solutions

Receiving Documents

 

Unsure about how document is delivered.

You will receive an email from Sender: noreply@bldss.bl.uk with an active link to a document download page. Click on this link and follow the instructions to download your document.
Access from the download link in the British Library email will cease after 30 days after which the document will no longer be accessible

Saving Documents

 

Don’t know how to save document.

The document is not automatically saved.  To save, use the pop up box that appears at the bottom of the screen when you click the Download link.  Choose the save as option to save your document to your device or memory stick.  If you save the document you will have access to it for 3 years from the date of supply.

Document Download

  

A Username and Password is requested when opening the document.

You must register with British Library on Demand and provide a username and password in order to access documents: Register for BL On Demand  (Your document will be ‘locked’ to your username and password)

Already registered with BL On Demand but username and password not recognised.

If you have just registered, it can take up to 5 minutes for the British Library to process your details, try again after a short while. Ensure that you are entering your username and password correctly and that caps lock on the keyboard is not turned on.

Forgotten password

Click the Forgotten username and password? link on the document download page. You will be given a temporary password which you can change at any time by logging on to your British Library Account and selecting My Settings.

Unable to open document.

Internet access and Adobe Reader X or above are required - documents will not open with any other PDF viewer.

Adobe Reader X or above is installed on all university open access computers.

It is freely available to download to your own computer or device from a link on the British Library document download page.

Adobe Reader opens but document doesn’t display – getting a blank page.

 

 

If your browser has an in-built pdf viewer, e.g. Google Chrome, it will need to be disabled. For Chrome type chrome://plugins into the address bar and  click on disable in the Chrome PDF viewer.

Alternatively use Internet Explorer or Mozilla Firefox.

In some browsers you may be asked choose Adobe Reader from the open with options before opening your document.

Using an iPad

If you are downloading your document on an iPad, use Apple’s default Safari browser.

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

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

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. You may print and retain one copy of your document.

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.

Old Documents - FileOpen

 

Need to view document previously downloaded  using the FileOpen plug-in

You will need to maintain FileOpen on the machine where previous documents were downloaded if you wish to continue to access them for the remainder of their 3-year limit. Please click here for the FileOpen Problem Solving Guide.