This document is primarily aimed at the Adobe Content Viewer application, which you use on devices to preview content. You can apply many of the issues and troubleshooting steps that are unrelated to sign-in issues to your custom viewer applications.
The Viewer doesn’t accept Adobe ID
If the Adobe Content Viewer does not accept your Adobe ID, make sure that your device is connected to the Internet. Also make sure that you use an Adobe ID in the form of an email address. Try the following suggestions:
- Sign in to http://digitalpublishing.acrobat.com before signing in to the Viewer. If you cannot sign in to Acrobat.com, click Forgot Password. Then, reset the password to be certain you are entering a valid password.
- If you can sign in to the DPS Dashboard but not the Viewer, make sure that your device is connected to the Internet.
"Authentication failed" error message
You can receive an “Authentication failed” error message in the Adobe Content Viewer when attempting to Sign In. If this error occurs, first make sure that you have signed in to Acrobat.com using a valid Adobe ID. If you cannot sign in to Acrobat.com, click Create An Adobe ID and follow the prompts. If you can sign in to Acrobat.com, but not the Viewer, make sure that your device is connected to the Internet. If the error message still appears when you try to sign in, there could be a problem with the server. Check the Digital Publishing System Status page for notifications of outages: http://status.adobedps.com/ or contact Adobe Technical Support with your DPS contract information.
Videos do not play in Viewer
If videos that used to play properly in the Viewer stop playing, restart your device. If that doesn’t work, remove the Viewer from both iTunes (or the equivalent for your device) and the Viewer for your device. Then resync and install the Viewer again. Restarting the device can also clear memory problems.
Folio appears as blank gray page in Viewer
If your bundled folio appears in the Viewer as a single gray page, it could indicate a problem with the Viewer installation or a low-memory state.
Restart your device. If the gray page still appears, delete the Viewer from both iTunes (or the equivalent for your device) and the Viewer for your device. Then install the Viewer again to your device and iTunes (or the equivalent for your device).
The iPad has physical memory limitations. Adjacent pages with rich interactive content can cause memory problems that result in the gray screen appearing. The Viewer renders multiple adjacent pages simultaneously to optimize navigation. Therefore, it's likely that three adjacent stacks beyond 30 MB can strain the available memory for the application. In such instances, limit interactive content where possible, and stagger rich-media content with flat content.
Error, "Failed to load the folio"
If you receive this error, it could be due to use of platform invalid characters in the magazine title. For example, the following characters used in the magazine title could cause this error, \ / : * ? " < > |
Rename your magazine title so that none of these characters are used. It's sometimes necessary to test by eliminating any characters that aren't alphanumeric. If changing the magazine name fixes the problem, update the folio in the Folio Builder panel to update the content on the server. Adobe hopes to have these issues fixed in later releases of the product.
If special characters are not the cause of this error, then some other content or attribute could be the cause. Use comparison testing and binary isolation to test sections of your content individually to see if you can isolate the offending element.
Folio appears in Folio Builder Panel and Folio Producer, but not in Adobe Content Viewer
When you are logged in to the Adobe Content Viewer, you should see the same folios in the InDesign Folio Builder Panel and Adobe Digital Publishing Suite Folio Producer Organizer. You also see duplicates in the case of folios that are published with status Private. That is, provided you are logged in with the same Adobe ID. If you don't see your folios in the view, the possible reasons are:
- The Folio does not have a Publication Name assigned to it.
- The Folio does not contain any articles.
- You are logged in with a different Adobe ID.
Folios appears in Folio Builder Panel and Folio Producer, but not in your custom app
When you launch your custom Viewer, you should see all folios that are published as public. If you don't see public published folios in your app, the possible reasons are:
- The folio was accidentally published as private.
- The folio uses the same product ID as another public folio of the same dimensions.
- The folio is published as retail, but it does not have a matching In App Purchase (IAP) defined for the app in the platform's developer site.
- The folio is published as retail. However, it uses a product ID that does not match the product ID or SKU used to define its IAP in the platform's developer site.
If you have ensured these possible causes are not true, there could be a problem with the server. Check the Digital Publishing Suite System Status page for notifications of outages:
http://status.adobedps.com/, or contact Adobe Technical Support with your DPS contract information.
Viewer appears to crash while launching, while updating library, or while downloading folios on iPad
Sometimes the Adobe Viewer, or a custom Viewer, appears to crash. However, the iOS is in fact shutting it down because of a low memory state. You can confirm whether you have this issue by syncing an affected iPad to a Mac. Then retrieve the logs to see if there are LowMemory-[time stamp].log files. Here is where such log files, as well as crash log files, is found:
Users/[user name]/Library/Logs/CrashReporter/MobileDevice/[device name]
Look for a LowMemory log file with a time stamp that corresponds to the application's exit. Open it in a text editor and look for a line like the following:
viewer <42d0b24207f7d625b2fefef7549afce3> 33490 (jettisoned) (active)
The numbers can vary. However, if the line indicates that the "viewer" process was "jettisoned" while "active," the OS closed the process because of a low memory state. The most likely reason for this is that your viewer is reading into memory images that are larger than 1024 x 1024. Apple recommends against applications loading any image larger than this size as it contributes to a low memory state on the device. It can result in what appear to be application crashes. Review your folio source files and ensure that no images of greater size are used. If they are, simply resample them, and republish your content.
The low memory state can also be the result of having too many applications running at once. Shut down applications you are not actively using to free up more memory. See these instructions or consult your device's documentation for how to shut down applications.
PDF zooming does not work
Applications based on v17 viewer code do not support PDF zooming for any page that contains one or more overlays.
Videos play with no audio on iPad
Video overlays play their audio track, but not the video, if there is web view overlay with an audio HTML element in an adjacent article. Adobe is working with Apple to resolve this issue. In the meantime, remove or move either the video overlay or the web view overlay. Or remove the audio HTML element from the web view overlay.
Landscape content appears upside down when rotating Android device 180°.
This issue is a current limitation of the DPS Android viewer. Adobe plans to address this issue in a future release.
Hyperlinks inside tables do not work
This issue is a current limitation of the Adobe Content Viewer. Adobe plans to address this issue in a future release.
Folio downloads automatically pause unexpectedly.
This behavior can be intentional if the device is running low on memory. The free up memory on your device, shut down applications that are not in use. See these instructions or consult your device's documentation for how to shut down applications.