If you have any questions that are not answered here, we will, of course, be happy to assist.
I am not directed automatically to FileOpen’s website when I click on the pdf-file
You can find a direct link to FileOpen’s website in the email we have sent you or go to the following address: http://plugin.fileopen.com/.
Do I need to install FileOpen every time I buy a standard from DS?
No, that is not necessary. Once you have installed your plugin, it will work for all the files you buy. You just need to be aware that the first time you open a file from DS - even though you have installed FileOpen previously - you need to be online to download your rights to the use of this very file.
Can I install FileOpen if I use Citrix or similar systems?
No. It is not possible to install and use FileOpen in such systems. For further information about the solutions we can offer instead, please contact our sales department. Contact information is given in the right hand box.
I cannot save the standard when it is open in Adobe; the icon to save the document is blurred and cannot be activated
It is not possible to save the standard directly from Adobe. Instead, right-click on the document in the mail or in the download area and select 'Save as'.
Can I send on the standard to someone else?
Yes, you can. Please note, however, that you have to unlock the standard using the Unlock Document License before another user can open it.
I can only open the first of the documents I have bought - the others do not work
The first time a purchased standard is opened, no other standard must be open; you therefore need to close down the first standard completely before opening the next.
Nothing happens when I press the print icon in Adobe Reader
This problem can usually be solved as follows:
Protected mode can be reactivated after the printing has been completed.
Can I print offline?
No, this is not possible. You have to be online, as it is DS' copyright server that controls how many prints you may take of the file.
If I take a print of just one page, does this count as one print?
Yes, it does. Your prints count every time you order a print, whether it is the entire document or a just a single page to be printed. If you need printouts of individual pages in the standard, you can use your computer's "Print screen" function.
Can I print a standard as double-sided printing (duplex)?
At present, it is only possible to print as duplex if the general print settings dictate this.
"The PDF document could not be loaded"
The document was opened with Google Chrome Online PDF reader. The problem is solved by opening the document with Adobe Reader.
"There was an error contacting the server or the server's response could not be decoded. Please check your Internet connection."
This problem can usually be solved as follows:
"You do not have permission to open this document on more than 1 device."
The document was opened on another computer. The document is only available on one computer at a time per license. The document can be unlocked by using the Unlock Document License (program file) on the computer where the document was opened. See also our FAQ about the Unlock Document License.
"The FileOpen client has encountered an error. Please re-start Adobe Acrobat/reader."
FileOpen has not been installed. FileOpen can be downloaded via the link http://plugin.fileopen.com/all.aspx.
“Failed to connect to printer..."
This problem can usually be solved as follows:
Protected mode can be reactivated after the printing has been completed.
"FileOpen cannot copy the Fileopen.api to the plugin directory of your version of Acrobat Reader"
Check that Adobe Reader has been installed and closed, and that you have the necessary rights to install plug-ins. Otherwise, contact your IT administrator.
"There was an error contacting the server: your internet connection is missing, is disabled or is in "Work offline" mode. Please check your Internet connection."
Check that your internet connection is working. Then check that a firewall or other security software is not blocking the access of FileOpen to the internet.
"Unable to get server data [FO error #xxxx, OS error #0]"
The first time a purchased standard is opened, no other standard must be open; you therefore need to close down the first standard completely before opening the next.
"White screen when I open the document on Mac"
The document was opened with the program Photo Viewer. The problem is solved by opening the document with Adobe Reader.
