Web Delivery Troubleshooting

• 1. Why can't I get my document?
  • Use the User ID and/or PIN supplied in your email notification. These are case sensitive.
  • If you copy and paste, the most frequent problems are:
  1. Not copying the entire text, missing characters at beginning or end of term
  2. Copying and pasting blank spaces before or after the text
  3. If you have checked for this and still have problems contact your campus ILL unit. The email notifying you that your document is available should include your ILL unit contact information.
  4. If not, here is a list of ILL units by campus.
• 2. Why was my document deleted?
  • I see the message: "Unable to retrieve your document: The document has been deleted."
  • Your document is available for 30 calendar days from the date of your email notification. If you get this message before the 30 days are up, please contact your ILL office.
  • The email notifying you that your document is available should include your ILL unit contact information.
  • If not, here is a list of ILL units by campus.
• 3. I click on a link and nothing happens
  • Confirm that JavaScript is enabled.
  • Get browser specific instructions from Google.
  • You may have an active pop-up blocker.
  • To let a pop-up through on a one-time basis, press and hold the CTRL key as you click on a link to navigate to a new page, or click the pop-up blocker button while you are on the page to allow pop-ups on that page every time you visit.
  • For more information see
  1. Internet Explorer support http://support.microsoft.com/kb/909604
  2. Firefox support http://support.mozilla.com/en-US/kb/pop-up+blocker
  3. LBL site http://www.lbl.gov/ehs/training/webcourses/globalAssets/CourseRequirements/disablePopups/disablepopups.html
• 4. I get a Adobe Reader error after I sign on or click the document link in My ILL Requests
  • Error message: There was an error opening this document. The file cannot be found
  • Switching browsers may cure this problem. If you are using Firefox, try opening your PDF document in Internet Explorer instead (or vice-versa).
  • You may want to set your browser so that PDF documents open outside of your browser.
• 5. I see "file does not begin with %PDF..."
  • If you are using Acrobat Reader you need to update to Adobe Reader
  • Go to the Reader HELP menu and choose "Check for updates"
  • Follow the instructions to download the most recent version of the free Adobe Reader from the Adobe site http://get.adobe.com/reader/
• 6. Troubleshooting Adobe Reader
  • Firefox Using the Adobe Reader plugin
  • Internet Explorer Internet Explorer– Is Adobe Reader add–on enabled.
  • dobe Reader support Adobe Reader support–Try this first More options
• 7. I get an error message: "one or more Adobe PDF Extensions are disabled" when I open a PDF
  • Use the following steps to fix the problem.
  1. Open Internet Options in Control Panel and click the Advanced tab.
  2. Select the check box, Enable Third-Party Browser Extensions.
  3. Click OK, and then restart your computer.
• 8. I only see every other page of my article, where is the rest of it?
  • Go to the View menu then choose zoom to adjust the size of the image or try scrolling up, down, right and left. This may reveal the rest of the document.
• 9. The printout appears to be sliced into vertical pieces...
  • Problems can occur when you print a PDF file. For example, a PDF file can contain damaged content such as images or fonts that Acrobat cannot process during printing.
  • First, confirm that your version of Adobe Reader is up to date.
  • Go to the Reader help menu and choose "Check for updates" Follow the instructions to download the most recent version of Adobe Reader; free from the Adobe site http://get.adobe.com/reader/
  • Try printing again.
  • If this has not fixed the problem choose "Print As Image." in the Adobe Reader printer settings. This bypasses many problems by sending the printer a simple image of the document. Note that this can cause images and fonts to look slightly rougher, especially at the edges.
  1. Open the PDF file in Adobe Reader or Adobe Acrobat.
  2. Choose File then Print.
  3. Click Advanced.
  4. Select the Print As Image option.
  5. Click OK, and then click OK again to print.
• 10. If none of these solutions worked for you
  • If you still have problems obtaining your document, please contact your campus ILL unit.
  • The email notifying you that your document is available should include your ILL unit contact information. If not, here is a list of ILL units by campus.