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Study Materials PPDF

Troubleshooting

Message: "This document requires global security policy to be disabled."

This error can occur in Adobe Reader Acrobat version 8.0 or later. To correct the problem, please do the following:

  1. Open Adobe Reader/Acrobat.
  2. Select Edit > Preferences from the menu.
  3. Select JavaScript under Categories.
  4. Ensure that Enable global security policy is unchecked (not checked).
  5. Click OK or close the PDF.
  6. Re-open your PDF.

Message: "The file is corrupt or damaged."

This problem normally occurs when viewing PDFs with older versions of Adobe Acrobat/Reader. Please ensure you are viewing your PDF with Adobe Reader/Acrobat version 6.0.1 or later. You can check your version by opening Adobe, and selecting, Help > About Adobe Reader/Acrobat.

Cannot access the download site.

Verify that you are entering your correct LOMANET registered ID or Alias and LOMANET Password.

Message: "Invalid credentials." or "Your credentials are not valid." or "Your credentials cannot be authenticated at this time. Please try again later."

This error occurs when your login and password are not recognized. Please verify that you entered the correct login and password.

Message: "An error occurred during the submit process. Unknown failure." or "Authorization Failure."

Receiving this error message is frequently associated with either proxy servers or with firewalls. The proxy server is mainly used in an office environment. For an office and home environment you would look at the firewall on the computer.

All Windows machines have a firewall installed on them by default (the Windows Firewall), and you may not even be aware that it is there. If they have a firewall, check to see if access is blocked to LOMA PPDF server. If it is blocked, change to Allow. To get instructions on how to work with Windows Firewall, go to www.microsoft.com.

Cannot view or unlock the document after opening.

Our PPDF documents require Adobe Reader or Acrobat (version 6.0.1 or later). If you encounter this problem, one or more of the following steps will need to be performed.

If you have successfully performed all of the steps and are still unable to unlock your protected PDF document, then you should try unlocking the document from a different computer to confirm that the problem is not related to your computer.

  • You are using an unsupported PDF reader such as Mac Preview. Please note that portable readers such as Sony eReader do not have full versions of Adobe Reader or Acrobat, and usually have trouble reading these PDFs. You will need to install the proper version of Reader.
  • PPDFs require a valid Internet connection to unlock the document. If you are unable to unlock a document, please ensure that your Internet connection is active.
  • Ensure that you have enabled Acrobat JavaScript in your Adobe Acrobat product.
    1. Open Adobe Reader/Acrobat.
    2. Select Edit > Preferences from the menu.
    3. Select JavaScript under Categories.
    4. Place a check in the box next to Enable Acrobat JavaScript.
  • If you have a software firewall program on your computer, such as Windows Firewall, ZoneAlarm, Norton or McAfee Personal Firewall, then you need to allow your Adobe Acrobat product to communicate with the Internet in order for your document to unlock. If you are not sure how to do this then please contact your IT department or software firewall vendor for instructions.

The learner exceeded the number of computers.

  1. The learner attempted to unlock the document on a third computer.
  2. The learner is using multiple computers behind a firewall or a company computer with multiple servers. The IP address is tied to the PPDF, if the computer logs on to a different server, it will trigger another IP address thereby telling the PPDF that the learner exceeded their 2 computers.
  3. The learner may have a large number of protected PDF documents with offline access enabled. The following will need to be completed by the learner to prevent further denial of access. This is an Adobe issue and not a system problem.
    1. Delete all protected PDF documents for which access has expired on your computer. Refer to LOMA’s Study Materials PPDF — Frequently Asked Questions for information about the access period. If the results from deleting expired documents fail, the learner may have several cookies for other documents and should contact their IT department to assist in the removal or reduction in the cookie space for Adobe Reader.
    2. The learner should turn off the automatic sign in on the cover page for offline access in some of the documents.

      Open the document and make sure that the automatic sign in box on the sign in cover page is not checked. Checking the box allows offline access.

      A large number of documents that have the box checked will cause Adobe cookies to take up more space and not allow the learner into additional documents. The document does not need to be opened to take the available space, only checked. Once the box is unchecked, access will most likely be given to an additional document.
    3. If the learner has already attempted to unlock the documents he/she cannot get into or, if the learner turns off offline access for some of the documents he/she can get into, the learner will need to contact LOMA with the document codes that cannot be unlocked.
  4. The Adobe cookie space is limited and is shared across all applications. The learner may have other documents which are making use of the Adobe cookie space. If there are other documents making use of Adobe cookies, they can interfere with LOMA’s documents and setting for offline access.
  5. The learner may be signing on to their computer using different accounts. If a learner signs on as learner 1 and opens a particular PPDF document and then signs on as learner2 and opens the same document, it will be counted as two computers. Attempting to open the document as learner 3 on the same computer or on another computer will prevent the document from unlocking.
  6. The learner may be running different versions of Adobe software. For example, if the learner opens a document in Reader V8.0 and then opens that same document in Acrobat Pro V8.0 (or V7.0 and V8.0), that would count as two computers. Attempting to open the document on another computer will fail.

Message: "You have only 30 days of offline access left."

Shown when the automatic sign in is activated after unlocking the PPDF. The PPDF unlocks automatically and informs the learner of the number of days remaining before requiring you to enter your credentials again. The learner or Ed Rep can open the document for 30 days without having to re-enter their credentials and without having an internet connection. On day 31 you will need to have an active internet connection and your credentials to unlock the document. If you do not want offline access, uncheck the automatic sign in box on the sign in cover sheet and you will need to log in each time you open the document.

An Ed Rep who is enrolled as a learner, logs in and sees "LOMA Document Rights Management Server Internal Error. Application has experienced an unexpected error."

  1. Ed Rep should login with their learner ID number.
  2. Log out.
  3. Log back in with their Ed Rep ID number.

If you did not accept LOMA’s Electronic Licensing Agreement, you will see the message "No Study Materials Available." Log out and log back in with your Learner ID number.

Unable to access study materials or some of the materials are missing.

Please consult LOMA’s Education & Training Catalog.

Message: "057. Your security settings don’t allow access to the protectedpdf server. You must allow access to the server."

Take the following steps to resolve the problem.

  1. Open up Reader / Acrobat.
  2. Select Edit > Preferences from the menu.
  3. In the window that comes up, choose Trust Manager on the left.
  4. Select Change Settings or Change Site Settings.
  5. Check to see if ppdf.loma.org is listed.
  6. If it is listed, it may have a status of Deny or Always Deny.
  7. Choose to delete ppdf.loma.org from the list.
  8. Open one of the PPDFs or attempt to log into one, and when told that the document is trying to connect to ppdf.loma.org, choose Remember my action for this site and click the Allow button.

Logged into the download site and it shows "No Study Materials Available."

This will occur under the following circumstances:

  1. The learner or Ed Rep entered the site immediately after enrollment in a course. The system needs approximately 20 minutes to establish access.
  2. The Ed Rep did not accept the Electronic License Agreement.
  3. No PPDFs are available for the course in which you are enrolled.
  4. You do not have any access rights to the study materials available.
  5. Commercial textbooks are not currently available in PPDF format. For specific products please consult LOMA’s Education & Training Catalog.

Message: "An error occurred during the submit process. The server has an invalid SSL certificate."

  1. Learner should try unlocking the document from a different computer. If they are unable to unlock the document, confirm that your company is not blocking access to large files or specific type of files.
  2. Check your computer for Firewall or Virus blockers that would prevent large file downloads.
  3. Add LOMA’s SSL certificate to your local certificate store and disable IE's protect mode and enhanced security.

Message code 020: "Unauthorized Login Attempt."

This occurs for people running Adobe version 10.1.5 and 10.1.6. Please update your software to Adobe version 11 to access your study materials.

After entering credentials (ID and password), the system aborts and doesn’t download the materials.

This occurs for people running Internet Explorer 10. PPDFs are NOT compatible with this version of Internet Explorer at this time.