Frequently Asked Questions
Ordering
  1. Where can I purchase my course materials?
  2. My course materials are not listed in the store.
  3. Why is there an "Email Me When Ready" button instead of a "Select" button next to my course materials?
  4. I can't find where to order on the website! What do I do now?
  5. I haven't received my order, and it's been 5 postal business days since my order shipped. How can I track my order?
  6. What if I do not want to purchase/give my credit card information online?
  7. What if I need technical help with my online purchase?
  8. Why can't I find the course materials I need on your site?
  9. How can I pay for my course materials?
  10. I ordered my course materials online. Can I cancel my order?
  11. I am currently attending two universities. How can I purchase course materials from both?
  12. What if I ordered the wrong course materials?
Shipping & Delivery
  1. When will I get my course materials if I ordered online?
  2. I need to change my shipping address, what should I do?
  3. Why hasn't my order arrived yet?
  4. How can I track my order?
  5. Tracking information is missing.
  6. Tracking shows as delivered but I haven't received my order.
  7. Tracking shows as undeliverable or returned to sender.
  8. I received the wrong order. What should I do?
  9. I did not receive the correct number of copies for my order. What should I do?
Returns & Exchanges
  1. What is your return policy?
  2. My course materials were damaged during shipping. What should I do?
  3. What do I do if I need to make an exchange?
Digital Materials
About Digital Materials
  1. What are digital materials?
  2. Where are my digital materials?
  3. How can I read my digital materials?
  4. What devices are supported?
  5. Can I read digital materials in Adobe PDF Reader or any other e-reader?
  6. What is a partial digital (30% PDF download)?
  7. How do I open my partial digital (30% PDF download)?
  8. If I bought the print materials already, can I purchase the digital materials as well?
  9. My access expired on my digital materials, now what?
  10. Do my digital materials expire after 180 days, or just the download link?
  11. Why do I only have access to the digital materials for 180 days?
  12. Can I email my digital materials to myself?
Adobe ID
  1. What is an Adobe ID?
  2. What is a Vendor ID?
  3. What am I authorizing when I click to authorize my computer?
Adobe Digital Editions
  1. What is Adobe Digital Editions? Why do I need it?
  2. How do I install Adobe Digital Editions?
  3. How do I migrate to Adobe Digital Editions 4.5?
  4. What system requirements do I need to install Adobe Digital Editions?
  5. I have Windows Vista - what do I need to know?
  6. I can't open my digital materials in a PDF viewer. What do I do?
  7. How can I remove my Adobe ID from Adobe Digital Editions?
  8. Can I print to PDF?
  9. Can I export my notes and bookmarks?
Bluefire Reader
  1. What is Bluefire Reader?
  2. How do I remove my Adobe ID from Bluefire Reader?
Troubleshooting Digital Materials
  1. I installed Adobe Digital Editions and downloaded the book from your website, but it is not in my Bookshelf in Digital Editions?
  2. I installed Adobe Digital Editions and received an error message when opening my book?
  3. I received the error message "please try later" when deauthorizing Adobe Digital Editions - what do I do?
  4. I received the error message "Acrobat could not open URLLink.acsm" - what do I do?
  5. I received the error message "E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER" - what do I do?
  6. I received the error message "E_ADEPT_IO/Adobe DRM Error" - what do I do?
  7. I received the error message "E_ADEPT_REQUEST_EXPIRED" - what do I do?
  8. I installed Adobe Digital Editions on my Mac OS computer and received an error message saying it's not compatible with my operating system?
  9. I'm trying to print out my digital materials but my print button in Adobe Digital Editions is grayed out.
  10. I received an error in Bluefire Reader: "E_IO_TEMP_FILE_WRITE" or "A network error has occured. Double-check that your device has networking enabled and try again."
Online Course Materials (Cognella Active Learning)
  1. How do I purchase access to an online course and its materials?
  2. How do I access my online materials for a Cognella Active Learning course?
  3. What do I do if I haven’t received my online course email invitation?
  4. I need other information about a Cognella Active Learning course.
General Information
  1. What types of course materials are available?
  2. Why do some course materials seem more expensive than photocopied material?
  3. Where are you located?
  4. What are your business hours?
  5. Contact Information
Answers
Ordering
  1. To purchase materials, please go to our Student Store.
  2. If this is your first time using our site to purchase your books, please click on the "Create an Account" button to create your Student Store Account.
  • Provide all required information - materials available for purchase will be based on your "Institution" selection.
  • You will be automatically re-directed to the page listing available materials for your school and you will receive an email containing your account information.
  1. If you are a returning user, log in with your email address and password.
  2. Find your course (listed in alphabetical order) and ensure you purchase the correct item(s) by double checking the following:
  • Course # and name
  • Professor Name
  • Semester/term & year
  1. Make sure that you have the correct institution selected.
  • The name of your institution will appear towards the top of your Student Store page, or can be accessed by going to "Account" and from your "Account Dashboard" viewing the "Institution Information."
  1. Did your instructor direct you to purchase your course materials from us?
  • If your instructor did not provide you with specific instructions to purchase your materials through our site, it is possible your course materials are sold exclusively through your campus bookstore, or are being produced by a different company.
  • Please contact your instructor for course material purchasing details.
  1. Are you a graduate student?
  • Some institutions are separated by undergraduate and graduate programs.
  • If you are a graduate student, please verify that your institution is selected correctly by going to "Account" and from your "Account Dashboard" viewing the "Institution Information".
  • An "Email Me When Ready" button next to your course materials means that your materials are currently being assembled and are not quite ready for sale.
  • We are actively working on getting these materials ready for your class.
  • If you click the button, we will email you as soon as your materials are available and posted for sale.
Please review our Student Purchasing Instructions for assistance. If you are still having trouble ordering your materials, or have other questions regarding our website, please contact us at orders@cognella.com or 800-200-3908 ext. 503.
While we work with trusted carriers, sometimes they have delivery issues. Locate your tracking number that we provided you via email and track your shipment at USPS or FedEx (if you are unsure of your tracking number, please contact us at orders@cognella.com). If the tracking system says that your shipment has been delivered to your location, then you'll want to review the following options based on your shipment location:
  1. If you live on campus, please check with your mail service that delivers packages to your campus. Note that some campuses have separate locations for USPS and FedEx packages.
  2. If you live in an apartment complex or off-campus housing, please check with your leasing or management office to see if the package was left with them (it may not have fit in your mailbox). You may also need to contact your local post office to pick up your package (some leasing offices refuse to accept packages). For more information on contacting your local post office, call 1-800-ASK-USPS or visit http://www.usps.com/postmasterfinder/.
  3. If you live in a house and have roommates, please double check with them since they may have simply forgotten to mention that your shipment has arrived.
If these steps don't help you find your course materials, or the tracking database doesn't state that your shipment has arrived, please contact us at orders@cognella.com or 800-200-3908 ext. 503. We'll remedy the situation as soon as possible!
Our online shopping cart is secure and all private information is encrypted so that only you and University Readers can access it. In addition to submitting payment online through a credit or debit card, you may purchase your course materials by phone.

To purchase by phone: Contact us at 800-200-3908 ext. 503. We will take your credit or debit card information over the phone and ship your course materials to you as soon as possible.
For immediate service, please review our Technical Support for directions and information to troubleshoot common issues. If your question is not answered on this page, you may also contact our customer service department for further assistance.
There are several reasons why the course materials you're looking for are not available for online ordering. This could be the case if your materials are being sold exclusively through your campus bookstore. It is also possible that your materials are produced by a company independent of University Readers, and we advise you to contact your professor or TA for the correct purchasing information.
Our online store accepts all major credit cards and MasterCard/Visa debit cards.
No. As soon as your order is placed, it is sent to the one of several locations throughout the country for immediate processing. It is often impossible for us to stop an order in the middle of the process of printing the book, printing the cover, binding, packaging, and shipping it to you.
You can add an additional university to your account by going to "Account" and from your "Account Dashboard" click the "Edit" button located next to Institution Information. Click "I attend another institution" and add the additional university.

If you are unable to edit the information within the Institution Information, you will need to contact our customer service department so we may assist you.
Please contact us immediately at orders@cognella.com or 800-200-3908 ext. 503 and we'll work out how to provide you the correct course materials you need.
Shipping & Delivery
If you order digital materials online, your materials will be available to you immediately. Be sure to follow all instructions and guidelines for using digital materials.

Not all print materials on our site are available to ship immediately, however, many print materials include a partial digital download (usually first 30%) so you can begin reading right away! Most items are printed on-demand; this means that when you place an order, we print a copy of the materials specifically for you. The printing process takes two business days, and the materials are shipped out as soon as printing has completed.

If you select the USPS Priority Mail (1-4 days) shipping option, you will receive a shipping confirmation email with your USPS tracking number as soon as your materials are printed and shipped. From the time you receive your shipping confirmation, it will take 1-4 business days (excluding Sundays and holidays) for your order to arrive at your shipping address.

If you select the FedEx Standard Overnight (1-2 business days) shipping option, you will receive a shipping confirmation email with your FedEx tracking number as soon as your materials are printed and shipped. From the time you receive your shipping confirmation, it will take 1-2 business days (excluding Saturday, Sundays and holidays) for your order to arrive at your shipping address. Do not use FedEx option to ship to a P.O. Box.

International Shipments
International orders are subject to customs clearance procedures that may cause delays in delivery.
We make every attempt to process orders as quickly as possible so we can get your items to you as soon as possible. Orders already in the shipping process cannot be modified.

My order has already shipped
Once your order has shipped it cannot be modified in any way by our customer service department. Here are a couple of options you can try at this point:
  1. Try contacting the carrier, provide them with your routing number, and see if there is any way for them to reroute the package to a different address.
  2. Is the original address your home or billing address? If so, ask someone at that address to forward you the package as soon as they receive it to your new address.
My order has not shipped yet
Contact our customer service department immediately to see if we are able to change your address in time before shipping. You should also go to your Student Store account and update your shipping address there so that you ship to the correct address the next time you order with us.
Most print materials ordered through our site are printed on-demand; this means that when you place an order, we print a copy of that reader or book specifically for you. The printing process takes two business days, and the materials are shipped out as soon as printing has completed.

If you have not received a shipping confirmation email from us yet, this probably means we are in the process of printing your materials and we will ship them out as soon as they are ready. Once your order ships you will receive a shipping confirmation email with your tracking number and your order should arrive within 1-2 (FedEx) or 1-4 (USPS) business days depending on the shipping method you selected when placing your order.

International orders are subject to customs clearance procedures that may cause delays in delivery.

If you have received a shipping confirmation email from us, please reference this email to track your order.

Deleted your shipping confirmation email? Contact our customer service department and we will be happy to provide you with your tracking number.

IMPORTANT: Start reading your course material before your order arrives at your door!
  • Did you know many of our print materials include a partial digital (30% PDF download) available to you immediately after you place your order?
  • Log in to your Student Store account and click on the "My Digital Materials" link to start reading now!
  • Partial digital downloads will include up to 30% of the materials digitally. Some print materials are not available with a partial digital download due to DRM (digital rights management) restrictions.
As soon as your order ships we will send you a shipping confirmation email containing your tracking number and tracking directions. Please reference this email for tracking information.

If you did not receive a shipping confirmation email and it has been more than five business days since you placed your order:
  1. Check your "Spam" or "Junk E-Mail" folder. It's possible the shipping confirmation email was filtered out of your main inbox.
  2. Verify that the email address affiliated with your Student Store account is valid and accurate. Have you received other emails such as an order confirmation email from us? If you have not received any email communication from us since creating your account and placing your order, please contact us at orders@cognella.com to verify the accurate email address.
  3. It's possible we're in the process of printing your materials and they have not shipped yet. Feel free to contact our customer service department to check on the status of your order.
Deleted your shipping confirmation email? Contact our customer service department and we will be happy to provide you with your tracking number.

IMPORTANT: International shipments do not have tracking information.
Sometimes tracking information won't be available or will be delayed. This is due to several factors including how often and at what point the shipping carrier updates tracking information.

If your order was recently shipped, tracking may not be available yet. Please allow up to 48 hours (weekends & holidays excluded) for tracking information to be posted.

If it has been over 48 hours (weekends & holidays excluded) since your order shipped and your tracking information hasn't changed, please contact our customer service department.

IMPORTANT: International shipments are not trackable.
The following are common reasons you might not have received your order yet:
  • Sometimes the shipping carrier will scan a package as "delivered" before it actually arrives at the final destination. When this happens, the package is usually delivered within 1 or 2 business days.
  • Someone else accepted the delivery and forgot to tell you about it. Check with household members, neighbors, building managers, the mail room, front desk, and anyone else who may have accepted the delivery.
  • Is there a leasing or property management office at your residence? If so, check with them as carriers often deliver to a safe and central location if you are not home at the time of delivery and the package doesn't fit in your mailbox.
  • Look around the delivery location. Carriers sometimes leave packages in a safe, hidden place like on a side porch, in or around your garage, or behind bushes.
  • Look for a notice of attempted delivery. You may find an attempted delivery notice in your mailbox, P.O. Box or on your door. Follow the instructions on that notice to request redelivery or pick up the package.
  • Are you using a campus address? If so, check with your central campus mail service office where the package would have been delivered. Mail arriving to campus can sometimes be delayed (especially in the beginning of each term) as it usually goes through a sorting process once it arrives on campus and then needs to be distributed by campus mail.
  • Contact the carrier by phone or visiting your local carrier office. Ask if they have additional information about the package's location (Have your tracking or delivery confirmation number handy). If they were unable to deliver to a secure location they may be holding the package waiting for you to claim it.
If these steps don't help you find your course materials, please contact us at orders@cognella.com or 800-200-3908 ext. 503.
Occasionally orders are returned to us as undeliverable. There are many reasons that an order may be returned to us as undeliverable:
  • Incorrect Address
    If the address is incorrect or outdated, the order is usually returned to us by the carrier or the unintended recipient.
  • Carrier does not deliver to your address
    USPS does not deliver to some addresses and FedEx does not deliver to P.O. Boxes. If you are unsure whether a carrier will deliver to your address, contact the carrier first to confirm if they will deliver to you and ask for exact addressing instructions.
  • Restricted by the Department of State
    Many items can be shipped to DOS addresses, however, some cannot and will be returned as a result. For a full list of shipping restrictions at a specific DOS address, please contact the DOS facilities staff at that location or review the DOS restrictions here: http://www.state.gov/documents/organization/88704.pdf
  • Address Format
    Be sure to provide your shipping address correctly.
    • Many campus mailing addresses are different for USPS and FedEx; you should check your campus addressing requirements.
    • If are using a PO Box, please enter the address as "PO BOX" followed by your box number. Remember that PO Box stands for Post Office Box and is a USPS service. A campus mailbox in not a PO Box (in most cases).
  • Failed Delivery Attempts
    Most carriers make three attempts to deliver a package. After three attempts the package will be returned to us. You should immediately contact your carrier's local office if you find a delivery attempt notice or see an attempted delivery posted to your tracking information. Be sure to have your tracking number and shipping information available to make arrangements for pick-up or re-delivery.
  • Damaged During Transit
    If a package is damaged on its way to you, the carrier may return it to us without notifying you or attempting delivery.
  • Refused by Recipient
    If a recipient is not expecting a package, they may refuse it if they believe it was sent to them in error.
As soon as we receive an undeliverable package we will contact you by email or telephone to make arrangements to reship the order to you. In most cases, in order to have the item reshipped, you will be responsible for:
  • Providing an alternate address to ship to (we wouldn't want your order to be returned again).
  • Pay the shipping fee to reship your order.
In the event that you received course materials that you didn't order, please contact us at orders@cognella.com or 800-200-3908 ext. 503 for assistance. We'll do our best to fix the situation immediately!
If you received too few or too many materials, please contact us at orders@cognella.com or 800-200-3908 ext. 503.
Returns & Exchanges
All sales are final and we do not accept returns or issue refunds for course materials. We print and ship each order individually from several plants across the country. Your book is created just for you and we do not carry inventory to be able to sell that book to someone else. This process reduces our overhead costs and shipping times—and helps to keep our prices as low as possible.
If you find that your course materials arrived damaged, please let us know right away so we can help remedy the situation! Please contact us at orders@cognella.com or 800-200-3908 ext. 503 for assistance.
If you accidentally ordered the wrong course materials and want to switch for the right materials, let us know! Contact us at orders@cognella.com or 800-200-3908 ext. 503 for assistance.
Digital Materials: About Digital Materials
Digital course materials can be read on your Windows PC, Mac or mobile device. When you click to buy your course materials in the Student Store, you will see format options Print, Digital, or Print + Digital (or some combination of the three).

If you order your course materials in Print format you will receive immediate access to a partial digital download. The partial digital download includes 30% of the materials, allowing you to begin reading while your print materials ship in the mail.

If you order your course materials in Digital format you will receive immediate access to a full digital download. Save money when you order digital materials as they are priced lower than the print format. Digital materials are convenient because they are portable, easy to bring to class, and immediately available after your purchase.

Print + Digital allows you to easily bundle the digital materials with a print copy - getting the benefits of both print and digital at the best value.

Digital materials are managed and read using Adobe Digital Editions, which you can download and install for free on your Windows PC, Mac or mobile device. Please note that the digital content files cannot be opened on a regular PDF reader such as Adobe Reader or Apple Preview. Review Digital Setup for detailed instructions on setting up your digital materials. For most materials, you can highlight, annotate, and bookmark your digital materials for quick and easy reference. You can also zoom in on items or use search for easy navigation.

IMPORTANT: A small number of courses do not have the digital format option available due to restrictions on digital distribution from 3rd party vendors. When you select your course materials from the Student Store you will see the format options available for that course. If you have any further questions, please contact us at orders@cognella.com or 800-200-3908 ext. 503.
After you complete your order, your digital materials are available immediately for download from the "My Digital Materials" link in the upper right hand corner of the Student Store. You will also be prompted to view your digital materials when you complete your purchase.

Digital materials are read using Adobe Digital Editions, which you can download and install for free on your Windows PC, Mac or mobile device. Please note that the digital content files cannot be opened on a regular PDF reader such as Adobe Reader or Apple Preview. Review Digital Setup for detailed instructions on setting up your digital materials.
Digital Materials can be viewed on Windows PC, Mac, iOS and Android devices. For Windows and Mac OS you would need to download and install the Adobe Digital Editions application. For iOS and Android please download Bluefire Reader. Both programs support industry-standard PDF/A file format with Adobe eBook DRM (Digital Rights Management).
You can read on your Windows PC or Mac using Adobe Digital Editions (see system requirements). You can also use Bluefire Reader on supported mobile devices.
You will not be able to read your digital materials on your regular PDF viewer. You must download and install Adobe Digital Edition (for Windows and Mac OS devices) or Bluefire Reader (for iOS and Android devices).
Most course packs and textbooks allow you to view up to 30% of the print materials as a partial digital download in PDF format, so you can study while waiting for your print materials to arrive. This file is typically first 30% of the print copy, and can be viewed in Adobe Reader.
Adobe Reader is a free application to view PDF files, including the partial digital download for print materials you have purchased through the University Readers Store. Verify that Adobe Reader is installed on your computer: http://get.adobe.com/reader/ through the Adobe website.
You can purchase the digital materials at reduced price if you previously purchased a print copy. Simply go to the Student Store, click your "Account" link to enter the Account Dashboard, under Recent Orders, select "Upgrade". Easy-to-follow instructions guide you through the rest of the ordering process. Payment can be made by all major credit cards. Digital books are viewed with Adobe Digital Editions and this free tool must be downloaded before you can view your book.
If you are past the 180-day time period, you will no longer have access to your course digital materials. If you are still within 180 days from the date of purchase, please contact us at orders@cognella.com or 800-200-3908 ext. 503.
Both the link from the "My Digital Materials" Student Store page and your digital materials in Adobe Digital Editions will expire in 180 days. You can add-on the print format after the purchase of digital materials at a low additional price to have access to the materials after the digital access is no longer available.

We are required by many of our publisher partners and the other third parties from whom we request permission to protect and limit access to our digital materials to protect the copyright. Because of the time restriction on our digital materials, we offer discounted pricing. By purchasing digital materials you can save money and easily bundle it with print materials - getting the benefits of both print and digital at the best value. You can also easily add-on the print format after the purchase of digital materials at a low incremental price and have access to the materials after the digital access is no longer available.

Though you can attach the downloaded file to an email message and send it, you will not be able to read the file on any other system without downloading the Adobe Digital Editions software and activating it with your Adobe ID.
Digital Materials: Adobe ID
Adobe ID is a unique identifier that allows you to assign digital materials to an Adobe account, so you can view these materials on all compatible devices you own, regardless of the device where you first downloaded the materials. Once you create your Adobe ID, you must activate either Adobe Digital Editions or Bluefire Reader on your additional devices with your unique Adobe ID.
Adobe sometimes refers to an Adobe ID as a Vendor ID; they are the same.
Your Adobe Digital Editions or Bluefire Reader software is being authorized with your Adobe ID, allowing you to access your books on multiple devices (personal computer, iOS/Apple devices, Android devices, and more).
Digital Materials: Adobe Digital Editions
Adobe Digital Editions is the application used by students to view and manage digital materials downloaded through the University Readers Student Store. Adobe Digital Editions acts like a bookshelf for managing and storing all of your digital materials, making them easily accessible and portable. These digital materials can be read through your Mac or Windows PC. For most materials, you can highlight, annotate, and bookmark your digital materials for quick and easy reference. You can also zoom in on items or use search for easy navigation.

Adobe Digital Editions is required in order to view your digital materials on a Windows PC or Mac purchased through the University Readers Student Store. These digital materials are DRM (Digital Rights Management) protected files.
  • Navigate to http://www.adobe.com/solutions/ebook/digital-editions.html.
  • Click "Download" at the top right.
  • Select Windows or Macintosh depending on your computer's operating system.
  • Open the Digital Editions installer (ADE_4.5_Installer) and follow the instructions.
  • If you have a previous version of Digital Editions installed, you may be prompted to migrate books in your library.
  • Detailed instructions with screenshots can be found here.
To migrate to the newer Digital Editions 4.5, please follow the install instructions. During the process, you will be prompted to migrate books in your library and uninstall the older version.
Windows
  • Intel Pentium 4 processor or later
  • Windows 7 (32 or 64 bit running in 32-bit mode)
  • 512MB of RAM (1GB recommended)
  • 40MB of available hard-disk space
Mac OS
  • Intel Core Duo or faster processor
  • Mac OS X v10.8 or later
  • 512MB of RAM (1GB recommended)
  • 75MB of available hard-disk space
Linux
  • Not supported
Digital materials cannot be viewed in Adobe Reader. Please download and install Adobe Digital Editions. If you have already installed Adobe Digital Editions on your computer and your book is opening with a PDF viewer, try dragging and dropping the URLLink.acsm file on to your Digital Editions window. Alternatively, try right-clicking the URLLink.acsm file and opening with Adobe Digital Editions.

IMPORTANT: Please note that Adobe Digital Editions is not the same as Adobe Reader or Adobe Acrobat.
For Adobe Digital Editions (Windows PC and Mac)
  • From library view within Adobe Digital Editions, press CTRL+SHIFT+D (or CMD+SHIFT+D) on your keyboard.
  • Click "Erase Authorization."
No. Due to restrictions from publishers and content owners, DRM (Digital Rights Management) protection on your digital materials prevents you from printing to a PDF file.
Your notes and bookmarks are stored within Adobe Digital Editions and cannot be exported or shared to other devices.
Digital Materials: Bluefire Reader
Bluefire Reader is the app that allows you to read your digital materials on your iOS or Android mobile devices.
Click "Info" at top right of Bluefire Reader, then click "Deauthorize" and confirm.
Digital Materials: Troubleshooting
Below are detailed instructions for the most common problems students have with installing Digital Editions or downloading our materials. If you are unable to find the solution to your problem here, please know that our customer service representatives are available to help. You can contact us at orders@cognella.com or 800-200-3908 ext. 503.
If you have any issues getting your book to open, try opening Digital Editions and navigating to "File > Add to Library". From there, browse for the URLLink.acsm file in your "Downloads" folder. Make sure to change the file type to Adobe Content Server Message (*.acsm) (from E-Books).
The most common error messages are listed below.
  1. "E_ACT_NOT_READY"
  2. "E_AUTH_NOT_READY"
  3. "E_ADEPT_INTERNAL"
  4. "E_AUTH_BAD_DEVICE_KEY"
  5. "E_CHECK_ACTIVATION" or "ERROR! CHECK ACTIVATION"
If you receive one of the above error messages, follow the below steps to resolve.

Solution: Deauthorize and reauthorize Adobe Digital Editions or Bluefire Reader.

For Adobe Digital Editions (Windows PC and Mac)
  • Open Adobe Digital Editions. If you have a book open, make sure to exit the book and go to your bookshelf library.
  • Deauthorize Adobe Digital Editions by navigating to "Help > Erase Authorization," or press the following on your keyboard: CTRL+SHIFT+D (on Windows), or CMD+SHIFT+D (on OS X).
  • If prompted for your Adobe ID password, enter it and hit "Continue." Click "Erase Authorization" on the window that appears, then click OK.
  • After your authorization is removed, please try downloading your book again.
  • If you have previously downloaded your book to another computer, please use the same Adobe ID when authorizing subsequent devices.
For Bluefire Reader (iOS and Android mobile devices)
  • Click "Info" at top right of Bluefire Reader.
  • Click "Deauthorize" and confirm deauthorization.
  • Click "Authorize" and enter your Adobe ID credentials.
  • After following the above steps, please try downloading your book again.
The latest version of Digital Editions sometimes errors when deactivating an Adobe ID (with the "please try later" error). In order to resolve, you will need to downgrade to Digital Editions 3.0. Here's how:

For Adobe Digital Editions (Windows)
  1. Navigate to Start > Control Panel > Programs and Features (may be listed under "Programs" or "Add/Remove Programs" depending on operating system).
  2. Click "Adobe Digital Editions 4.X" in the uninstall list and click "Uninstall."
  3. When prompted with a new dialog, click "Uninstall" again to confirm removal, then click "Close."
  4. Now that Digital Editions is removed from your computer (no longer listed in add/remove list), install Adobe Digital Editions 3.0 from this link.
  5. Try downloading your book again and open with Digital Editions 3.0.
  6. Enter your Adobe ID when prompted, then you should see your book begin downloading.
For Adobe Digital Editions (Mac OS X)
  1. Navigate to Applications folder. To do this, click Finder (bottom left of dock), then click on "Applications" on the left-hand side.
  2. Remove Adobe Digital Editions from your applications folder. To do so, click the application in the list (highlight) and delete (move to trash), or right-click application and move to trash.
  3. If you have OS X 10.7 "Lion" or newer, install Adobe Digital Editions 3.0 from this link.
  4. If using an older version of OS X (before 10.7), install Adobe Digital Editions 2.0 from this link.
  5. Try downloading your book again and open with Digital Editions 3.0 or 2.0.
  6. Enter your Adobe ID when prompted, then you should see your book begin downloading.
This error occurs when digital materials are opened with Adobe Acrobat or Adobe Reader. If you have not already installed Adobe Digital Editions on your computer, follow the detailed instructions listed here. If you have already installed Adobe Digital Editions on your computer, and your book is opening with a PDF viewer, try dragging and dropping the URLLink.acsm file into your Adobe Digital Editions window. You can also try right-clicking the URLLink.acsm file and opening with Adobe Digital Editions.
Verify that you have authorized Adobe Digital Editions with an Adobe ID by following the below steps.
  • Click "Help" at the top of Adobe Digital Editions.
  • If "Authorization Information" is grayed out, please authorize your Adobe Digital Editions by clicking "Authorize Computer" and entering your Adobe ID credentials.
  • If you have previously downloaded your book to another computer, please use the same Adobe ID when authorizing subsequent devices.
  • We may need to reissue you a new link, please contact us at orders@cognella.com or 800-200-3908 ext. 503.
Solution 1: Disable firewall, antivirus, or proxy software temporarily.

Firewall, anti-virus, and proxy software can intercept the activation request from Adobe Digital Editions to the activation server. If you are encountering this error, try temporarily disabling or verifying anything software that may be blocking Adobe Digital Editions from accessing the internet or activation server.

Solution 2: Verify your system's date and time settings.
Verify your system's date and time settings - the clock time, date, and time zone must match where you currently reside. After updating and syncing your clock with the internet, try downloading your book again.

For Windows 10, 8.1, 8, 7, or Vista
  • Right-click clock at bottom right.
  • Click "Adjust date/time."
    • Verify that the time zone is correct.
  • Click "Internet Time."
  • Click "Change settings..."
  • Verify "Synchronize with an Internet time server" is checked.
  • Click "Update now" until it successfully syncs with "time.windows.com" (may have to click multiple times to sync).
  • After syncing, verify that the date and time is correct.
For Windows XP
  • Right-click clock at bottom right.
  • Click "Adjust date/time."
  • Click "Time Zone" tab.
  • Verify that the time zone is correct.
  • Click on "Internet Time."
  • Verify "Synchronize with an Internet time server" is checked.
  • Click "Update now" until it successfully syncs with "time.windows.com" (may have to click multiple times to sync).
  • After syncing, verify that the date and time is correct.
For Mac OS X
  • Navigate to System Preferences > Date & Time.
  • Verify "Set Date & Time automatically" is enabled.
  • Under "Time Zone", verify "Set time zone automatically using current location" is enabled. Or, make sure time zone is correct.
The latest version of Digital Editions requires OS X 10.8 "Mountain Lion" or newer. If using an older version of OS X (before 10.8), you will not be able to open Digital Editions and will need to downgrade to Digital Editions 3.0 or 2.0. Here's how:
  1. Navigate to Applications folder. To do this, click Finder (bottom left of dock), then click on "Applications" on the left-hand side.
  2. Remove Adobe Digital Editions from your applications folder. To do so, click the application in the list (highlight) and delete (move to trash), or right-click application and move to trash.
  3. If you have OS X 10.7 "Lion" or newer, install Adobe Digital Editions 3.0 from this link.
  4. If using an older version of OS X (before 10.7), install Adobe Digital Editions 2.0 from this link.
  5. Try downloading your book again and open with Digital Editions 3.0 or 2.0.
  6. Enter your Adobe ID when prompted, then you should see your book begin downloading.
  • Your book may have printing limitations due to copyright restrictions or other factors. You can check the printing allowance by going to the File tab, "Item Info," and see "Printing" permissions on the bottom of the dialog box.
  • Printing access is available only on the first computer where digital materials are downloaded. Subsequent downloads of your digital materials to other computers will allow materials to be viewed through Adobe Digital Editions, but not printed. If you first downloaded your book to a mobile device, you will not be able to print from another computer.
  • If you feel there is an error with your printing allowance, please contact us at orders@cognella.com or 800-200-3908 ext. 503.
This error occurs when device goes into sleep while in the process of downloading materials.

Solution 1: Change your auto-lock timing. In iOS: Settings > General > Auto-lock > Never. Once downloaded, you can revert to your previous auto-lock settings

Solution 2: Continuously tap the screen so the device does not sleep.
Online Course Materials (Cognella Active Learning)
  • Follow instructions above for ordering. When you have located your school, class, and professor, select the Online Course Access option. You will then be asked to choose the Section you are enrolled in. Many classes offer a discount if you select the Online Course + Textbook Bundle.
  • You have the option to purchase the textbook as a print book, eBook, or as both a print and eBook, along with the online course access. After selecting the type of textbook you want, you will be asked to choose your Section.
  • If you've enrolled in or been invited to a course, you will receive an email invitation containing your email address to use for your login. Click the Get Started button (or copy and paste the URL into your web browser) to accept the course invitation.
    Note: Make sure to check your Spam or Junk folder if your invitation is not in your inbox.
  • When you are in the page for your course, press the green Accept button in the upper right corner. You will then be directed to create an account. This account should not to be confused with your University Reader's Student Store account or that of your university.
  • To finalize your registration, enter a password, enter your time zone, check the box next to "I agree to terms of use and privacy policy," and press the Register button.
  • Once you have completed registration, go to https://active.cognella.com to log in.
  • Make sure you are looking for your invitation within the email address you used to purchase your material at the Student Store. Also, check your spam/junk email folder.
  • If you cannot locate the email invitation, please forward your University Reader Order Confirmation email to support@cognella.com or submit a support ticket at http://cognellahelp.freshdesk.com providing your first and last name, email address, school, course name, section number and order number with a brief explanation of the issue. You can also reach our Online Learning customer service at 888-419-0010.
See detailed FAQ's for Active Learning here: http://cognellahelp.freshdesk.com. There are several ways to get help with Cognella Active Learning, visit our help desk, email us directly, view our helpdesk within a course, or call us directly.
  1. Visit our help desk at http://cognellahelp.freshdesk.com. Start typing your question in the field for a solution, scroll through the solution categories, or create a new support ticket for additional help.
  2. View Help within a Course. Once within Cognella Active Learning, visit any course and select Help to view our help desk.
  3. Email the Active Learning help desk at support@cognella.com providing your name, school, course, and section number so we can assist you.
  4. Call our Online Learning customer service between 8AM-5PM Central Time at 888-419-0010.
General Information
A custom reader is a collection of materials customized specifically to meet the needs of your course and selected by your professor to ensure you have the most relevant information for your particular class in one place. Custom readers are compiled as course packs or custom textbooks. Course packs are usually a compilation of photocopied materials in a spiral binding. Custom textbooks are similar in appearance to a traditional textbook and come in a paperback, perfect bound format. Many of our custom readers are also available in digital format. We publish course materials under two higher ed imprints, University Readers and Cognella Academic Publishing.
Our goal is to keep the price of your course materials to an absolute minimum, however, federal copyright law and court case rulings mandate permission be obtained before reproducing any copyrighted materials, even for educational purposes. The articles, excerpts, books, journals, and cases used to compile your course materials are copyrighted materials. In exchange to reproduce them in your course materials we must pay permission fees to the publishers that own the original material.

As an academic publisher, Cognella negotiates with publishers and copyright holders for the lowest possible permission fees. While some copy shops still choose to ignore the legal requirements around distribution of copyrighted materials, and provide illegal photocopies at a lower price, Cognella and your professors are dedicated to keeping the cost of your course materials as low as possible while complying with the law.
Our address is 3970 Sorrento Valley Blvd., Suite 500, San Diego, CA 92121.
Our office is open from 8:00 a.m. - 5:00 p.m. Pacific Time Monday - Friday. Our online Student Store lets you purchase your course materials at the time that is most convenient for you.
If you have any questions about ordering your materials, please contact us at orders@cognella.com or 800-200-3908 ext. 503.