XanEdu Publishing, Inc.

Technical Support FAQ

System Requirements

What are the minimum system requirements for accessing a CoursePack online?

Top Questions

When I try to open an article, I get a blank window. What can I do?
I don't see my CoursePack listed in my account, even though it was there before. Where did it go?
I cannot install the FileOpen plugin. I am using a MacIntosh computer and have downloaded the newest version of Acrobat Reader (version 7). What should I do?

Connectivity/Login

I've received a message saying “an error occured while processing your request. Error retrieving your session information.” What does this mean?

CoursePack/Article Access Problems

I cannot open DRM-protected files. I receive a message that says "Cannot connect to server. Error 2002." What does this mean?
I cannot open the articles with the little © symbol on the camera icon. Why?
I've received a message saying “the security plugin required by this operation is unavailable.” What does it mean?
I've received a message saying “Fowp3: bad document dictionary.” What does this mean?
I cannot open my articles. The page is blank. What can I do?
When I tried to open my article, I received a message saying “error reading linearized hint data.” What does it mean?

Digital Rights Managment

What is Digital Rights Management (DRM)?
Why does XanEdu require DRM for some CoursePack content and not for other content?
How does XanEdu enforce DRM?
Where can I get the FileOpen and Acrobat Reader plug-ins?
What happens if I don't install the plug-in?
What can I expect when I install the plug-in? Will it take a long time?
What use restrictions are imposed on Acrobat files protected by DRM?

Printing

I cannot print my cases. Why is this happening and what can I do?
When I try to print my cases, a box pops up and tells me that I have exceeded my maximum allowable prints. I don't have a print copy, why is this message appearing?
When I try to print a PDF, either nothing prints or I get gibberish on the page. Why is that?
I am getting “document could not be printed” and “drawing error” messages, what can I do?

Registering/Purchasing

I've never used Xanedu. How do I access the CoursePack I just purchased?
I've never used Xanedu. How do I purchase and access my CoursePack?
I tried to use my access key, and the system tells me that it is already used. What should I do?
I cannot find my institution in the drop down list. I attend Capella University (or another distance learning institution).
I attend school online, but I can't find my school under distance learning.
I attend Capella (Regis, Jones International) and I cannot find my CoursePack in my account. I purchased it from you (XanEdu). What should I do?

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System Requirements — Answers

Windows

Macintosh

Browser support

XanEdu is committed to developing powerful, easy-to-use features in our products. We strongly recommend that you use the latest versions of the supported Microsoft Internet Explorer and Mozilla Firefox browsers. While you may be able to access XanEdu products with older versions of these browsers, you may miss out on some important features. Although XanEdu Customer Service is always available to help you interact with our products, they will not be able to solve all issues associated with older browsers. You can download the latest browser versions here:
Mozilla Firefox
Microsoft Internet Explorer

You will need the following plug-ins to open some CoursePack content.
Adobe Acrobat Reader
FileOpen

Note: Instructors working in the CoursePack Editor with very large CoursePacks may experience system problems related to insufficient memory. Variables such as the number of applications running, the operating system in use, and the browser version can combine to create the problem.

 

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Top Questions — Answers

When I try to open an article, I get a blank window. What can I do?

This can happen when you are using a firewall. Make sure that http://www.xanedu.com is an allowed site in any internet security settings, and that any pop-up blockers are disabled.

I don't see my CoursePack listed in my account, even though it was there before. Where did it go?

Make sure you are logging into the correct account. Many times students have created multiple accounts and have mistakenly logged into the wrong one. If you do not know whether you have multiple accounts, or if you know that you have logged in to the correct account, please contact Customer Service.

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Connectivity/Login — Answers

I've received a message saying “an error occurred while processing your request. Error retrieving your session information.” What does this mean?

First, try clearing your cookies and temporary internet files. Follow these steps:

If you are using Internet Explorer:

  1. Open your browser, and select Internet Options from the Tools menu.
  2. On the general tab, click Delete Cookies. to clear all cookies, and click Delete Files. to delete any temporary internet files.
  3. Close all open browser windows, then reopen a browser window.

If you are using Firefox:

  1. Open your browser.
  2. Select Options from the Tools menu. Then select the Privacy category and click Show Cookies.
  3. Delete all cookies by clicking Remove All Cookies.
  4. Under the Private Data section click Clear Now to clear your temporary internet files.
  5. Close your browser, and reopen it.
    Once you have cleared the files and cookies, go to www.xanedu.com and log in.

If you are still unable to access the articles and are behind a firewall, you may need to disable the firewall or try accessing the content from a different location.

If you still have difficulties, and if the article is not DRM-protected, you can save it to your local drive. Right-click on the link and select Save Target as from the pop-up menu.

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CoursePack/Article Access Problems — Answers

I cannot open DRM-protected files. I receive a message that says “Cannot connect to server. Error 2002.” What does this mean?

This error message indicates that you are behind a firewall that is blocking communication from our site. If you can, disable the firewall and try to access the article again. If you cannot disable the firewall, you may need to try accessing the content from a different location.

I cannot open the articles with the little © symbol on the camera icon. Why?

These copyright-cleared articles are scanned PDF files, and are very large. If you are on a dialup connection, it could take a long time to open them. You may want to save them to your local drive. You can then open the file from your hard drive, where it should open much more quickly. Remember, it is still a very large file. To save an article to your hard drive, right-click on the article link and select Save Target as from the pop up menu.

I've received a message saying “the security plugin required by this operation is unavailable.” What does it mean?

You likely have either not installed the FileOpen plugin, or not completed the installation and you will need to install the FileOpen plugin.

Windows Users

  1. Log in to your account.
  2. From the Welcome page, click the Plug-Ins tab.
  3. On the Plug-ins page, click the FileOpen plug-in link.
  4. Go to Step 1 and click the link near the end of the step that opens the download dialog box.
  5. Click Open to install the plug-in.
  6. Follow all of the steps, if there are any, and complete the installation.
  7. Go to Step 2, and click the Click Here link to return to the Welcome page.
  8. Close all programs, and restart your computer.
  9. Once your computer restarts, log in to your account again and open the article.

Macintosh Users

  1. Log in to your account.
  2. From the Welcome page, click the Plug-Ins tab.
  3. On the Plug-ins page, click the FileOpen plug-in link.
  4. Follow the instructions on the page to save the installation file to your desktop.
  5. Run the installation file, and then restart your computer.
    If you still get the error message, you may need to perform the following manual installation.

Macintosh Users Manual Installation

  1. Navigate to the Mac HD icon and open it.
  2. Navigate to the Applications folder and open it.
  3. Find the Acro Reader icon, and ctrl-click on it to display the pop-up menu.
  4. Click show package content from the pop-up menu.
  5. Open the Contents folder and then open the Mac OS folder.
  6. Open Plug-ins.
  7. Look for the file open.acroplugin. If the file is missing, go to the FO plugin folder on the desktop and find this file. Copy it to the Plug-ins folder.
  8. Restart the computer.

I've received a message saying “Fowp3: bad document dictionary.” What does this mean?

If you have received this error message, there is a problem with the article itself. Please email the error message and the article citation to techsupport@xanedu.com, or contact us directly during support hours.

I cannot open my articles. The page is blank. What can I do?

Check your browser version and the version of Adobe Reader that you are using.

You need to have at least IE version 6.02, and Adobe Reader version 7.0. If you don't have the current versions, please see the system requirements to upgrade.

If your browser and Adobe Reader versions are current, and you still have the problem, you may be experiencing a delay because of the size of the file. This happens most often if you are using a dialup connection. Please give the document time to load, even if the page says “Done” at the bottom.

When I tried to open my article, I received a message saying “error reading linearized hint data.” What does it mean?

The problem is that you have an incorrect version of FileOpen. This is easy to fix.

  1. Click your Start button, choose Search for Files or Folders.
  2. Search for fileopen.api.
  3. Once you have the search results, delete all of them.
  4. Go to www.xanedu.com and log in to your account.
  5. Click on the Plug-Ins selection on the left menu.
  6. Reinstall the FileOpen plug-in.
  7. Restart your computer.
  8. Try to access your article again.

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Digital Rights Managment (DRM) — Answers

What is DRM?

Digital Rights Management (DRM) is an umbrella term for the concepts and supporting technology needed to protect the ownership rights of publishers on the Web.

Why does XanEdu require DRM for some CoursePack content and not for other content?

Harvard Business School Publishing (HBSP), IESE Business School, and Darden Graduate School of Business Administration require XanEdu to use DRM to protect their content. Not all publishers request DRM protection. The following XanEdu Collections from HBSP are protected* by DRM:

Babson College cases
California Management Review
Centre for Asian Business Cases (UHK)
Darden Graduate School Cases
Harvard Business Review
Harvard Business School Publishing cases
HBSP Special Topics Collection
Stanford Graduate School of Business cases

*DRM protection prevents faculty from printing content included in any of the above collections.

How does XanEdu enforce DRM?

XanEdu uses software from FileOpen Systems to deliver content requiring DRM protection to CoursePack users. Currently, the only XanEdu content requiring DRM is in the form of Adobe Acrobat® PDFs, encrypted by FileOpen technology. When you click to view one of these files included in your CoursePack, the required FileOpen plug-in on your computer unencrypts the item and Acrobat Reader opens the document within the browser window.

Where can I get the FileOpen and Acrobat Reader plug-ins?

What happens if I don't install the plug-in?

In CoursePacks that contain protected content, you will be unable to view protected items. You will be able to view all other items in your CoursePack.

What can I expect when I install the plug-in? Will it take a long time?

Installing the plug-in is a simple process. If you have a dial-up Internet connection, downloading the plug-in can take a little time. The FileOpen plug-in is 170K.

What use restrictions are imposed on Acrobat files protected by DRM?

Acrobat files (such as articles and case studies) protected by DRM have the following user access restrictions placed on them:

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Printing — Answers

I cannot print my cases. Why is this happening and what can I do?

If you purchased the digital option with print copy mailed to you, you will not be able to print DRM-protected articles. Harvard Business School Publishing licenses one print copy per purchase, and the printed copy that we are sending to you qualifies as that one print copy.

When I try to print my cases, a box pops up and tells me that I have exceeded my maximum allowable prints. I don't have a print copy, why is this message appearing?

Harvard Business School Publishing licenses one printed copy per purchase, and allows three print attempts to actually print that one copy.

If you have attempted to print more than three times, you will get this error message. Please contact Technical Support at techsupport@xanedu.com, or contact us directly during support hours to have the print count reset.

When I try to print a PDF, either nothing prints or I get gibberish on the page. Why is that?

First, make sure that you are using the Print button from within Adobe Reader and not the browser Print button. If you select Print from the File menu, or use the browser's print button, the article or case will not print properly.

Second, make sure to enable Print as Image from the Adobe Reader print dialog. If you are using Adobe Reader 5.0, this checkbox (labeled Print as Image) appears in the upper-right-hand corner of the print dialog box. If you are using Adobe Reader 6.0, click Advanced. The option will appear on the popup print settings dialog box.

If you have a slow connection, or if the file is extremely large, you may need to print your article 5 – 10 pages at a time using the page range option on the print dialog. We recommend printing on a laser printer and not an ink jet printer due to the large size of many of the files.

I am getting “document could not be printed” and “drawing error” messages, what can I do?

Try uninstalling all the Adobe-related programs from your computer and then reinstall Adobe Reader only (Note: when you download Adobe Reader 6 from www.adobe.com, it is usually downloaded along with Photoshop, you will need to only reinstall the Adobe Reader without Photoshop). If you don't see the option of only installing the Acrobat Reader when reinstalling, go back to www.adobe.com and select Get Adobe Reader. When the language, platform and connection speed for the download have been selected, if you see a checkbox that says download Photoshop, uncheck the box. After this proceed with the download process.

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Registering/Purchasing — Answers

I've never used XanEdu. How do I access the CoursePack I just purchased?

  1. Go to www.xanedu.com.
  2. In the Students section of the page, click on the link that reads 'Register'.
  3. In the registration section, select 'click here' under "If you are a Student...".
  4. Enter your first name, last name, email address and select your country.
  5. If you are in the US, and you are attending a distance learning institution, under the State/Province of your institution, select 'DISTANCE LEARNING'. Otherwise select the state in which the school is located.
  6. Select your institution.
  7. Enter your desired username and password.
  8. Confirm your password.
  9. If you have purchased a CoursePack and already have an Access key, you can enter the Access key to add the CoursePack to the account that you are creating. If you do not have one, you can later obtain an Access Key at your bookstore and add it to your account to have access to the CoursePack.
  10. Click 'Submit'. At this point, if you filled all the required fields, you should see a confirmation screen. You can now log into XanEdu and read your CoursePack.

I've never used Xanedu. How do I purchase and access my CoursePack?

  1. Go to www.xanedu.com.
  2. In the Student section of the page, click on the link that reads 'Register'.
  3. In the registration section, select 'click here' under "If you are a Student...".
  4. Enter your first name, last name, email address and select your country.
  5. If you are in the US, and you are attending a distance learning institution, under the State/Province of your institution, select 'DISTANCE LEARNING'. Otherwise select the state in which the school is located.
  6. Select your institution.
  7. Enter your desired username and password.
  8. Confirm your password.
  9. Click on 'Submit'. At this point, if you filled all the required fields, you should see a confirmation screen. You can now log into XanEdu and purchase your CoursePack.
  10. Under the box titled "My CoursePacks", click the link that says "Buy a new CoursePack". Once you have completed the purchase, you will be able to access your CoursePack online, unless it is a printed CoursePack. If it is a printed CoursePack, it will be shipped to you.

I tried to use my access key, and the system tells me that it is already used. What should I do?

If you used the key when you registered, the CoursePack is already in your account. You do not need to use the key again. Go to www.xanedu.com and log in. You will see the CoursePack listed under My CoursePacks.

To open the CoursePack, select it and click Go. You will be taken to the table of contents, where you may choose what article you would like to open.

If you do not find the CoursePack in your account, please contact Customer Service at cust.serv@xanedu.com or call 800-218-5971 for customer support.

If you cannot remember your user name and password, try one of these options:

I cannot find my institution in the drop down list. I attend Capella University (or another distance learning institution).

You will need to choose Distance Learning as the state, then you will be able to find your institution on the institution list.

Note: If your institution has a physical location, but you are taking an online course from the school, you will find the school listed under the state in which it is located.

I attend school online, but I can't find my school under Distance Learning.

If you are taking online classes from a school that has a physical campus, you will need to register under the state in which the school is located. For example, UCLA-Extension is under California.

I attend Capella (Regis, Jones International) and I cannot find my CoursePack in my account. I purchased it from you (XanEdu). What should I do?

All students from Capella must purchase their CoursePacks from MBS Books.

MBS either sends an access key via email (if the CoursePack is online only) or in the same package as the printed copy. You will need to take that access key and enter it into your XanEdu account. Once you have done that, you will have access to your digital CoursePack.

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