TECHNICAL HELP

Advice on common questions and problems

Please see below for the most common questions we are asked, and how to resolve them. We track code and device usage, including problems that occur, so we can often resolve issues that are more complicated by reference to our database data.

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ItemProblemSolution
Authorization codesI get a message "Authorization code already used"You will need to provide details of your order and authorization code to the publisher, with an explanation of why you need the code reset and they can reset the code for you if they are happy to do this. This problem usually arises for one of the following reasons: (a) you have a new computer/device and need a code for this new device or as a result of a re-installed operating system on an existing device; (b) you used the remove authorization option or deleted the file and its associated data by mistake and need the code re-enabled; (c) you did not download and save your drmz or drmx file to a permanent location (e.g. your Documents folder) before opening it with Javelin for Windows or Javelin for Mac - you will need to have your code reset and to make sure you download and save the file BEFORE opening it
Communication problemsI get a message like "Internet connection not available" or "Empty response" or "Proxy authentication required"Check that you can access the internet and have a good connection - a good direct or WiFi link is best, or a mobile link of at least G3/H++ or G4 - poooer G2 and G3 links will almost certainly not work. If you have a good connection, check you can access the following link: https://www.drumlinsecurity.co.uk/Service.asmx; if you can connect to this page but cannot register Javelin or authorize the document, ask your IT department to enable messages to/from this web address on your Proxy server/Network gateway OR use a tablet or portable device (e.g. a laptop) to authorize the file offsite (e.g. at home) or via an open WiFi point - once a device is authorized it does not require authorization again so you can take the device into the office, on an aircraft etc. without needing an internet connection. Note that it is the device that is authorized to view the file - the file itself is never altered. Javelin3Pro for Windows can get around such problems using license files, which you would need to ask us about, and another option with Javelin3 or Javelin3pro for Windows is to use the File menu, Proxy settings option (this "may" work if you have access blocked by a commonly used Proxy server but it will depend on the server in question and it may well be that it is a firewall that is stopping access). If you are still stuck contact us for help!
Registration problemsUsing Javelin3Pro for Windows, but it will not let me register via the automatic facilityPlease run Javelin3Pro, select the Tools menu, Registration option and try pressing the WEB REGISTRATION button, and this should enable you to register automatically via a web page. If you cannot press the WEB REGISTRATION button try pressing the UN-REGISTER button first and then re-enter your registration details and use the WEB REGISTRATION button. If you still cannot register please let us know via the EMAIL REGISTRATION button and we will register you manually. Once registered, please try opening the drmz file you were provided with and entering the authorization code you were sent by the publisher. If this results in an error message (e.g. your network prevents access) please check the asnwer in the previous item above and if ncessary, let us know what the problem seems to be, including the authorization code you were provided with, so we can resolve this for you.
PrintingMy document will not print/My document has problems printingIf your document will not print it is most likely that it is set to not permit printing. If it does appear to be printable but will still not print then it may be one of several reasons:(i) if you try to print to a device that is not accepted by the software it will either issue a warning message or tell you that it does not recocognize that particular printer. If it is the latter, try printing again and then select the File menu, Log file option, and email us your log file; (ii) if you are printing to a device (e.g. a network printer) that is not set to start printing as soon as it receives pages, then the printer may fail because pages are sent as print images and are therefore large, like photos. For this reason solution include: (i) if you print the file in blocks, e.g. of 50 pages or less, then it is far less likely to crash your printer (this is a printer memory issue); (ii) ensure the printer is set to start printing as soon as the first page is sent to it, i.e. not to store the pages and then print them, so that its memory is emptied as it is filled; (iii) print at 300dpi if possible - this will use less memory - Javelin3 and Javelin3Pro (current versions) both have facilities for adjusting the print settings used via the Tools menu; (iv) try printing to a different printer, ideally one locally connected that you can control directly - printing to WiFi connected printers and "software services" like MyPrint will typically not work
Javelin3 for Mac closesJavelin3 for Mac closes almost immediately after starting itIf the Mac has a terminal session running then Javelin3 will close, as a security measure. The solution is simply to close the terminal session on the Mac and it will allow Javelin3 to run
Visual ImpairmentCan this type of secure PDF be made available for blind people?The brief answer is "no". The software does not support text-to-speech operation and the files cannot be saved or exported to other formats, such as text or standard PDF - please contact the publisher for assistance as they may be able to offer an alternative file format for special cases such as this
Windows "Screen Capture" message"Background process is running. Please close this program" messageThe message appears if the publisher has specified "Disable screen capture" when generating the file AND the end user has a screen capture program running at the time the document is viewed. There are two solutions for the end user: (i) follow the on-screen instructions to close the background process identified in the on-screen message; or (ii) ask the publisher for a copy of the secured file without this option set.
LINUX/UNIXCan I run Javelin on my Linux box?Linux/Unix - there is no native reader for unix variants, but Javelin for Windows and Javelin3 for Windows can be run via a Windows virtualization package, if available.

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