Overview

This document describes some common problem scenarios and gives step-by-step instructions on how to resolve them.

Table of Contents:

When "Download" link is clicked, user is prompted to "save this file or find a program online to open it"
When "Download" link is clicked, user is prompted to open or save the file
Download Manager stalls during initial activation
Windows Media Player asks to install a "security upgrade"
Windows Media Player reports that it needs to run the "DRM ActiveX Network Object"
When playing a book for the first time, the user gets an error message "Object does not support property or method"
When playing a book, the user gets the error message "Digital Rights Management encountered a problem"
When playing a book, the user gets the error message C00D11B1

Book download

When “Download” link is clicked, user is prompted to “save this file or find a program online to open it”

This problem is caused by a problem with the RFB&D^® Download Manager installation.  If you have not installed RFB&D Download Manager, do so and try again.  If you have installed RFB&D Download Manager and are seeing this screen, take the following steps to properly register the “.rfbd” file type on your PC:

1. Click “Cancel” to exit the “File Download” screen.
2. Open “My Computer” from the Start Menu or desktop.
3. Select the “Folder options” item under the “Tools” menu.
4. Go to the “File Types” tab and click “New.”
5. Enter “RFBD” in the “File Extension” field and click “OK.”
6. Be sure that the RFBD file type is selected and click the “Change…” button.
7. Choose “Select the program from a list and click “OK.”
8. Select the “RFB&D Downloader” from the list of options if present.  If not, click the “Browse” button and select the RFB&D Download Manager application from the location where you installed it (by default, C:\Program Files\RFBD\Download Manager.
9. Click “Close.”

When “Download” link is clicked, user is prompted to open or save the file

Internet Explorer

Uncheck the “Always ask” box and click the “Open” button.  This will cause Internet Explorer to remember this selection for the future.

Firefox

1. Select “Open with” and click the “Browse” button.
2. Select the “RFB&D Downloader” from the choices if present.  If not, click the “Browse” button and select the RFB&D Download Manager application from the location where you installed it (by default, C:\Program Files\RFBD\Download Manager.  Click “OK.”
3. Check the “Do this automatically” check box so that Firefox remembers this for the future, and click “OK.”

Download Manager stalls during initial activation

If you use a proxy server, be sure that the proxy options are set correctly.  If options are set correctly, you can click the “Later” button to get past this screen temporarily.

Windows Media Player playback

Windows Media Player asks to install a “security upgrade”

This is expected the first time you try to play any AudioAccess downloaded books.  It is not updating any software, but rather is preparing the existing Windows Media Player to handle protected content.  This will happen only once on a PC.

Windows Media Player reports that it needs to run the “DRM ActiveX Network Object”

Click “Run.” This is required for license acquisition.

When playing a book for the first time, the user gets an error message “Object does not support property or method.”

This happens at license acquisition when the user has security set up so that ActiveX controls cannot be run.  There should be a warning message notifying them that the page is trying to run the DRM ActiveX Network Object.  They should click that message to allow it to run and acquire the license.

When playing a book, the user gets the error message “Digital Rights Management encountered a problem.”

This may be caused by the computer's system clock being off. Check and adjust if necessary. If the clock is correct, then it is caused by a corrupted DRM system. To fix this in Windows XP:

1. Turn on viewing of system & hidden files/folders: Open "My Computer" in Windows Explorer. Select "Folder Options" under the "Tools" menu. Click the View tab. Click "Advanced Settings". Select "Show hidden files and folders". Un-select "Hide Protected Operating System files". Windows will nag you about doing this, but it's OK.

2. Go to C:\Documents and Settings\All Users. There should be a folder there called "DRM". Rename that folder "DRM Backup"

3. In Internet Explorer, open the following link and follow the instructions to upgrade the security component:

http://go.microsoft.com/FWLink?LinkID=34506

4. After that, try playing the content again.

To fix this in Windows Vista:

1. Turn on viewing of system & hidden files/folders:  Open "My Computer" in Windows Explorer.  Select "Folder and Search Options" under the "Organize" menu.  Click the View tab.  Click "Advanced Settings".  Select "Show hidden files and folders".  Un-select "Hide Protected Operating System files".  Windows will nag you about doing this, but it's OK.

2. Go to C:\ProgramData\Microsoft\Windows.  There should be a folder there called "DRM".  Delete the files in this folder

3. In Internet Explorer, open the following link and follow the instructions to upgrade the security component:

http://drmlicense.one.microsoft.com/Indivsite

4. After that, try playing the content again.

WARNING: If the computer you are working on has other Windows Media DRM-licensed content, this fix will remove those licenses and you will have to acquire new ones from the providers. If you have backup licenses, they can be restored manually.

When playing a book, the user gets the error message C00D11B1

This is caused by a corrupted DRM system. To fix this in Windows XP:

1. Turn on viewing of system & hidden files/folders: Open "My Computer" in Windows Explorer. Select "Folder Options" under the "Tools" menu. Click the View tab. Click "Advanced Settings". Select "Show hidden files and folders". Un-select "Hide Protected Operating System files". Windows will nag you about doing this, but it's OK.

2. Go to C:\Documents and Settings\All Users. There should be a folder there called "DRM". Rename that folder "DRM Backup"

3. After that, try playing the content again.

To fix this in Windows Vista:

1. Turn on viewing of system & hidden files/folders: Open "My Computer" in Windows Explorer. Select "Folder and Search Options" under the "Organize" menu. Click the View tab. Click "Advanced Settings". Select "Show hidden files and folders". Un-select "Hide Protected Operating System files". Windows will nag you about doing this, but it's OK.

2. Go to C:\ProgramData\Microsoft\Windows. There should be a folder there called "DRM". Rename that folder "DRM Backup"

3. After that, try playing the content again.

WARNING: If the computer you are working on has other Windows Media DRM-licensed content, this fix will remove those licenses and you will have to acquire new ones from the providers. If you have backup licenses, they can be restored manually.

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