In my Known Problem explanation, after the logging off process I should have stated “At the next log-in, this usually results in Adobe…”

Apologies for the thinking process not transmitting to the typing process!

Graham

PS: the URL link to the British Library’s SED  test document is:

http://edd.bl.uk/fulfill/ebx.etd?action=free&ordersource=live&bookid=DOI:SEDSuccess

From: For interlibrary-loan and document supply services. [mailto:[log in to unmask]] On Behalf Of Graham Titley
Sent: 22 October 2007 17:35
To: [log in to unmask]
Subject: Re: BL SED and printing problems

Jane

Firstly you need to establish what version of Adobe Reader the problem users are using – is there a consistent version which might suggest a loading error or a need to upgrade?  (Have they downloaded Reader 8 but not Digital Editions? www.adobe.com/products/digitaleditions)

Secondly, is there a consistent location for the error, eg: Open Access computers.

A known problem occurs with Adobe Reader if it is not closed properly, particularly in open access areas.  Closing properly means using File Exit rather than the x close button or, even worse, logging off with the program open!  This usually results in Adobe opening with a blank screen and freezing, but it can also cause Adobe to ‘lose’ or ‘corrupt’ the files’ control data.  The only solution was/is to reboot the computer and to ask BL to resend the file (because you can’t access the download again and in rebooting you lose your activation data (except on a personal computer or a staff computer!). 

We use SED as our default and process around 10,000 requests a year, with a problem rate of under 5% - mainly because users will not follow our good practice guidelines (Run the Test Document link we provide and only go to the document if that is successful!)

It is a bit frustrating having to ring for a resend but at least it is resolving the problem!

Graham Titley
Document Delivery and Copyright Librarian
University of Plymouth
Drake Circus
Plymouth
PL4 8AA

Tel: 01752 233776 or 232303
Email: [log in to unmask]

From: For interlibrary-loan and document supply services. [mailto:[log in to unmask]] On Behalf Of Jane Falconer
Sent: 22 October 2007 10:40
To: [log in to unmask]
Subject: BL SED and printing problems

Dear all,

Over the summer we moved to the BL SED service.  On the whole we have had very few problems, however one or two users are continuing to have problems printing their document.  When they open their article the printer icon is greyed out.  Our IT support are adamant that the document is arriving with the printing quota already used up and this is not a problem with the user's PC.  The BL maintain that they process hundreds of requests and they're all done in exactly the same way, therefore there can't be a problem with the article.  When the BL re-send the email, it then prints out without a problem.

Has anyone else had a similar problem?  How did you solve it? 

Thanks for your help,

Jane

Jane Falconer
Information Services Librarian

Library & Archive Services

London School of Hygiene & Tropical Medicine

Keppel Street

London

WC1E 7HT

Tel: +44 (0)20 7927 2414

Fax: +44 (0)20 7927 2273

www.lshtm.ac.uk/library