How It Works

When DRM is applied to a document the CopySafe PDF Reader will request permission from the DRM Portal for the user's right to open the document every time that the document is opened for a new session. When the Reader requests permission there will be two (2) data transmissions:

1. The Reader sends the user's Computer ID and Document ID to the DRM server.
2. The server will return an appropriate response depending on the user/document status.

If either data transmission is interrupted, the user will fail to get permission to open the document.

DRM Validation Failure

In most cases troubleshooting a validation failure is a process of elimination and its early success depends on the information provided by the user for the author to investigate.

Common Reasons for Failure

Some common causes:

1. User was not connected to the Internet.
2. The document or the user account has expired.
3. The document or user account has been suspended.
4. User is not a member of the group sharing the document.
5. User does not have eBook permission to access the document.
6. User was detected as using a "remote" connection which was not allowed.
7. The permission request was either not sent or not received.

Failure to Receive Server Responses

If the send or receive of data between the user and the server fails, it will be due to interference. The failure in either direction will be due to one of the following:

• Firewall - network traffic to our server may be blocked, ie: 64.71.176.*
• Anti-virus software - some are unfriendly and prevent software from sending/receiving data via Internet.
• Limited user account - the account using the computer has limited permissions to use programs.

Remedying a response failure may require that the anti-virus software whitelist CSPDFreader.exe. Failing that, try shutting down the AV software, restarting the computer and trying again. Firewall is rarely the issue unless you are on a corporate network. Limited user rights can be improved by starting the CopySafe PDF Reader by using Run as Administrator.

* A recent survey of retail IT stores showed 4 well-known AV packages on display, none of which are recommended for anyone using software that was not included with Windows. In any case, Windows alraedy comes with "Microsoft Security Essentials".

Unauthorized for Virtual

This means that the user has been detected using a virtual (remote) computer, ie: sharing the desktop from a remote computer without the CopySafe PDF Reader installed. By default "remote viewing" is usually not permitted.

Support

The person to contact for support is the author of the document.

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