Frequently Asked Questions

Online

Q. When I open a book I only see the title page. Where are the other pages or bookmarks?
A. On the left hand side of the Adobe Reader screen there are icons: two sheets of paper; a bookmark which looks like a blue ribbon; and a paperclip. If you click on the bookmark you will open up a list of bookmarks on the left hand side of the screen. From there you should be able to navigate using the bookmarks.

Q. I can see the title page but when I click the bookmarks nothing happens or an error message appears which says, "There was an error opening this document. The file cannot be found." How do I fix this problem?
A. Please refer to this Help Guide to work through this issue.

Q. I do not have administrative privileges to install new software onto my computer and I don't have Adobe Reader. What can I do now?
A. Talk to your network administrator or IT person and have them install Adobe Reader onto you work computer.

CD

Q. We are not allowed to install any software on our corporate machines and I don't have Adobe Reader. What can I do now?
A. Talk to your network administrator or IT person and have them install Adobe Reader onto you work computer. Alternatively call Customer Information Services and request a paper copy of the book to review.

Q. When I put in a CD in my CD drive, no purple launch page automatically pops up. How do I open my book without the launch page?
A. Go to the Start menu. Choose "My Computer." Then choose the publication that has a tiny Specialty Technical Publisher logo next to it. Double click on it and the launch page should launch.

If that doesn't work, right click on that icon and chose "Open." Then double click on the "STP.exe" application. The launch pad should launch from there. If this doesn't work, it might mean that the security setting on your computer won't allow you to open .exe files; you will need to talk to your network administrator or IT department to change these settings.

Q. I have the CD in the CD drive, but when I double click the desktop shortcut, I get the following error message: "There was an error opening this document. The file does not exist." What do I do now?
A. The shortcuts to our publications on your desktop will not work if any version of Adobe Reader is currently running. (You will also get this message if the CD is not in the CD drive). Close Adobe Reader then double click the icon again; it will load Adobe Reader and open the publication for you. Please see question one for further information.

Q. I don't know where Adobe Reader is installed on my computer. How do I find out where it is installed?
A. Click on your Start button. Then select Search: Files or Folders. Where it says "Named," type in Acrobat.exe and click on the "Find Now" button; it should show you the path where Adobe Acrobat or Adobe Reader is installed.

Q. I received this CD from a co-worker who left and I don't know the code. How can I get it?
A. You can give Customer Information Services a call at Toll Free: 1-800-251-0381 or 1-604-983-3434. They will be happy to provide you with the code.

Installation and User Guide

You can download and print out the Installation and User Guide.

You can download the latest version of Adobe Reader for free from Adobe.

Trademarks

Windows 2000, Windows XP, Windows Vista and Windows 7 are registered trademarks of the Microsoft Corporation.
Adobe Acrobat and Adobe Reader are registered trademarks of the Adobe Corporation.