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Web Delivery Troubleshooting

When I sign on, I get the error message "You do not have any available documents"

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:

  • Not copying the entire text, missing characters at beginning or end of term
  • Copying and pasting blank spaces before or after the text

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. If not, here is a list of ILL units by campus.

Nothing happens when I click on the link

Confirm that JavaScript is enabled. Get browser specific instructions from Google.

I see "file does not begin with %PDF..."

Acrobat Reader has changed its name to Adobe Reader. Confirm that your version of Adobe Reader is up to date, in the Reader help menu choose "About " Download the most recent version of Adobe Reader; free from the Adobe site http://get.adobe.com/reader/

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.

I click on a link and nothing happens

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:

Internet Explorer:
   http://support.microsoft.com/kb/909604
Firefox:
   http://support.mozilla.com/en-US/kb/pop-up+blocker
Multiple platforms and browsers:\
   http://www.lbl.gov/ehs/training/webcourses/globalAssets/CourseRequirements/disablePopups/disablepopups.html

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.

The printout appears to be sliced into vertical pieces...

Check that your printer settings in Adobe Reader are set to "Print as an Image."

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. Choosing Print As Image bypasses that processing by sending the printer a simple image of the document instead. 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.

If none of these solutions work for you

If none of these solutions worked for you and you still have problems, contact your 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.

Last updated: November 01, 2017
Document owner: Resource Sharing Team