Help - Troubleshooting - Mobipocket eBooks

What follows are Mobipocket eBook and Mobipocket Reader troubleshooting questions. Click the question to hear the question and answer. Each answer is followed by a back to top link that leads back to the list of questions.

General Troubleshooting

PDA Troubleshooting

• In order to use Mobipocket® eBooks, it seems I have to register a 'PID'. What is a PID, and why do I have to register a PID with this site?
• I can't find my PID. Where is it?
• How do I register my PID?
• I keep trying to register my PID, but my PID is not accepted. What am I doing wrong?
• I accidentally entered an incorrect PID. Can I still download and read Mobipocket eBooks?
• I get the message 'Wrong Personal ID' when I open an eBook. What did I do wrong?
• When I attempt to open my Mobipocket eBook, I get a message that asks me to activate the book. It asks for a username and password which I don't have. What do I need to do?
• After updating my Mobipocket Reader, I can no longer open my Mobipocket eBooks. How can I solve this problem?
• How do I open eBooks in Mobipocket Reader?
• Where are Mobipocket eBooks stored on my computer?
• I see '.mbp' files with the same file names as my eBooks. What are these?
• I downloaded an eBook and received the error 'Unable to install C:\Documents and Settings\Default\Local Settings\Temporary Internet Files\Content.IES\K7VVQ819\xxxx29B204A6[1].prc. File does not exist'. What should I do?
• When launching Mobipocket Reader, I get the error message 'Mobipocket Common Rez or Mobipocket Commonimages could not be opened'. What is wrong?
• I have a Sony® Clie PalmOS® device. When I open an eBook, the right half of the screen disappears. What can I do to correct this?
• When I download an eBook and attempt to sync it to my Palm device, I get the message 'This file is not a valid Mobipocket eBook'. What should I do?
• When I install Mobipocket Reader for Palm OS, I get an error message suggesting that the 'Palm Install Tool was not found' and that I need to install files manually. Which files must I install?
• I am having problems installing Mobipocket Reader on my Symbian™ Smartphone. What should I do?
• When paging through an eBook on my Palm PDA, I received a 'Fatal Exception' error. What does this mean?
• When using Mobipocket Reader on my PDA, I received an error message reading 'Application mobibook.exe has performed an illegal operation and will be shut down. If the problem persists, contact the program vendor. Program: mobibook.exe/Exception:0x80000002/Address:000334b0'. What should I do?
• I installed Mobipocket Reader on my HandEra™ 330 or TGRpro but I receive the error message 'Fatal Alert MemoryMgr.c, Line:4425 Nil Ptr'. What's going on?
• When I try to sync Mobipocket to my PDA, I receive the error message 'No application on handheld to open file'. What should I do?
• I cannot find the information I am looking for. What should I do?

In order to use Mobipocket® eBooks, it seems I have to register a 'PID'. What is a PID, and why do I have to register a PID with this site?

A PID (Personal Identifier) is a unique identifier for your copy of Mobipocket Reader. Registration of your PID is required so that your copy of Mobipocket is registered to your device, enabling your device to open and use eBooks that have been DRM-protected using DRM (Digital Rights Management). This process is necessary because many publishers require strong DRM protection to prevent unlawful redistribution of their eBooks. Once your PID is registered, you can download and enjoy the many premium eBooks that have been secured for distribution in this format.

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I can't find my PID. Where is it?

Your PID is accessed in different ways depending on the version of Mobipocket you have installed.

If you are using Mobipocket Reader 6…

1. Open Mobipocket Reader on your computer.
2. Select 'Reading Devices'.
3. Click the 'Edit Properties' button for the device you wish to register. The PID is listed on the 'General Tab'.
   Your PID is 10 characters in length and may include both and letters and numbers.

If you are using Mobipocket Reader 5…

1. Open Mobipocket Reader on your computer.
2. Select 'My Device List'.
3. Click the 'Edit Properties' button for the device you wish to register. The PID is listed on the 'General Tab'.
   Your PID is 10 characters in length and may include both and letters and numbers.

If you are using Mobipocket Reader 4…

1. Open Mobipocket Reader on your device.
2. Choose Help > About from the Mobipocket Reader menu.
   Your PID is 10 characters in length and may include both and letters and numbers.

Alternatively, you may open Mobipocket Reader on your device and choose Options > About Mobipocket from the Mobipocket Reader menu.

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How do I register my PID?

If you are using Mobipocket Reader 6…

1. Open Mobipocket Reader on your computer.
2. Select 'Reading Devices'.
3. Click the 'Edit Properties' button for the device you want to register. The PID is listed on the 'General Tab'. Your PID is 10 characters in length and may include both and letters and numbers.
4. Login to your library account and select 'My Mobipocket PIDs'.
5. Enter your PID in the 'Mobipocket PID' field.
6. Click 'Add'.
7. Click 'Done'.
   Your PID is registered.

If you are using Mobipocket Reader 5…

1. Open Mobipocket Reader on your computer.
2. Select 'My Device List'.
3. Click the 'Edit Properties' button for the device you wish to register. The PID is listed on the 'General Tab'. Your PID is 10 characters in length and may include both and letters and numbers.
4. Login to your library account and select 'My Mobipocket PIDs'.
5. Enter your PID in the 'Mobipocket PID' field.
6. Click 'Add'.
7. Click 'Done'.
   Your PID is registered.

If you are using Mobipocket Reader 4…

1. Open Mobipocket Reader on your device.
2. Choose Help > About from the Mobipocket Reader menu. The PID is displayed. Your PID is 10 characters in length and may include both and letters and numbers.
3. Login to your library account and select 'My Mobipocket PIDs'.
4. Enter your PID in the 'Mobipocket PID' field.
5. Click 'Add'.
6. Click 'Done'.
   Your PID is registered.

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I keep trying to register my PID, but my PID is not accepted. What am I doing wrong?

PIDs are case-sensitive, so be sure you type the PID exactly as it is displayed. Double-check that 'Caps Lock' is not on, and also verify that you have entered letters versus numbers as appropriate. Numbers within PIDs are either underlined or bolded to differentiate them from letters.

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I accidentally entered an incorrect PID. Can I still download and read Mobipocket eBooks?

Although you will be able to download eBooks, you will not be able to open them. Mobipocket eBooks can only be read on the device(s) associated with the PID(s) you have registered at this site. To register a PID, click here and select 'My Mobipocket PIDs'. Once you have registered the correct PID, download the eBook again.

If you need a PID deleted from your account in order to register a new one or to correct an error, please contact support. In your correspondence, please include your library card number and the PID which should be removed from your account.

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I get the message 'Wrong Personal ID' when I open an eBook. What did I do wrong?

This error message indicates that the PID on the device or computer you are using does not match the PID(s) registered in your account. To register the PID of the device you are using, click here and select 'My Mobipocket PIDs'. Once you have registered this PID, simply download the eBook again.

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When I attempt to open my Mobipocket eBook, I get a message that asks me to activate the book. It asks for a username and password which I don't have. What do I need to do?

This error message indicates that the PID on your computer does not match the PID(s) registered in your account. To register the PID of the device you are using, click here and select 'My Mobipocket PIDs'. Once you have registered this PID, simply download the eBook again.

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After updating my Mobipocket Reader, I can no longer open my Mobipocket eBooks. How can I solve this problem?

It is possible that your PID changed when you updated Mobipocket Reader. Please ensure that your device PID matches the PID registered at this website.

Should you need to register a new PID, click here and select 'My Mobipocket PIDs'. Once you have registered this PID, simply download the eBook again.

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How do I open eBooks in Mobipocket Reader?

There are several ways to open Mobipocket eBooks:

If you have Mobipocket Reader 5 or 6…

1. Open Mobipocket Reader.
2. Select 'eBooks' on the left hand navigation pane.
   Mobipocket Reader displays the list of eBooks available in your Mobipocket library.
3. Click on the desired eBook to open it.

If you have Mobipocket Reader 4…

1. Open Mobipocket Reader.
2. Go to File > My Library.
   Your Mobipocket Reader Library displays the list of eBooks available in your Mobipocket library.
3. Click on the desired eBook to open it.

Alternatively, open Mobipocket Reader and go to File > Open. Browse to the desired Mobipocket file and double-click it to open it in Mobipocket Reader.

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Where are Mobipocket eBooks stored on my computer?

On Windows 98SE, Windows 2000, Windows ME, or Windows XP, Mobipocket eBooks are stored in My Documents > My eBooks by default. On Windows 7 and Windows Vista, Mobipocket eBooks are stored in Documents > My eBooks by default.

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I see '.mbp' files with the same file names as my eBooks. What are these?

Each eBook has an associated parameter file that contains information that has to be stored after you exit Mobipocket Reader (for example, the last page viewed). This file is named with the same file name as the eBook with the extension of '.mbp'.

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I downloaded an eBook and received the error 'Unable to install C:\Documents and Settings\Default\Local Settings\Temporary Internet Files\Content.IES\K7VVQ819\xxxx29B204A6[1].prc. File does not exist'. What should I do?

Using Internet Explorer®, download the eBook again. When the file is downloaded, you will be prompted to either 'Open' or 'Save to disc'. Choose the 'Save to disc' option, and save the file to My Documents > My eBooks on Windows 98SE, Windows 2000, Windows ME, or Windows XP or to Documents > My eBooks on Windows 7 or Windows Vista. Use Windows Explorer to browse to the eBook file you have saved, and right-click the file. From the menu displayed, select option 'Open with' and indicate Mobipocket Reader. The Mobipocket eBook opens in Mobipocket Reader.

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When launching Mobipocket Reader, I get the error message 'Mobipocket Common Rez or Mobipocket Commonimages could not be opened'. What is wrong?

This error suggests that some Mobipocket Reader files are missing from your PDA. To resolve this, run the Mobipocket Reader setup program (MobipocketReaderPC.exe) on your computer again. Re-running this program should ensure that the files are installed properly. If you have previously deleted the setup program, click here to download it again.

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I have a Sony® Clie PalmOS® device. When I open an eBook, the right half of the screen disappears. What can I do to correct this?

To avoid this problem, make sure to choose the 'High Resolution' option when installing Mobipocket Reader with the Windows setup program on your local computer. Please make sure that you checked this option when you installed the program. If not, rerun the installation to correct the problem.

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When I download an eBook and attempt to sync it to my Palm device, I get the message 'This file is not a valid Mobipocket eBook'. What should I do?

Open the 'Install Tool' box from Palm Desktop on your computer and add or drag and drop the '.prc' file that you have downloaded into the install list. Then perform a HotSync; once the sync is complete, the file will appear in the 'Library' of the Mobipocket Reader.

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When I install Mobipocket Reader for Palm OS, I get an error message suggesting that the 'Palm Install Tool was not found' and that I need to install files manually. Which files must I install?

This error indicates that the 'Palm Install' folder configuration on your PC does not correspond to your registry settings. To correct this, open the 'Install' tool from Palm Desktop and install the following '.prc' files from the 'Program Files\MobiPocket.com\MobiPocket Reader' directory: Mobibook.prc, MobipocketCommonImg.prc, MobipocketCommonRez.prc, and mobihelp.prc.

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I am having problems installing Mobipocket Reader on my Symbian™ Smartphone. What should I do?

It is likely that you have a dated version of Mobipocket Reader. To resolve this problem, simply download and install the latest version of the Reader. Click here to review system requirements, download instructions, and link to the latest version of Mobipocket Reader.

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When paging through an eBook on my Palm PDA, I received a 'Fatal Exception' error. What does this mean?

It is likely that you have a dated version of Mobipocket Reader. To resolve this problem, simply download and install the latest version of the Reader. Click here to review system requirements, download instructions, and link to the latest version of Mobipocket Reader.

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When using Mobipocket Reader on my PDA, I received an error message reading 'Application mobibook.exe has performed an illegal operation and will be shut down. If the problem persists, contact the program vendor. Program: mobibook.exe/Exception:0x80000002/Address:000334b0'. What should I do?

Installing the Windows CE version on a Pocket PC device, or vice versa, can cause this problem. To determine which version you have installed, open Mobipocket Reader and go to Help > About. If the version you have installed is not the version intended for your device, simply download and install the correct version of Mobipocket Reader. Click here to review system requirements, download instructions, and link to the latest version of Mobipocket Reader.

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I installed Mobipocket Reader on my HandEra™ 330 or TGRpro but I receive the error message 'Fatal Alert MemoryMgr.c, Line:4425 Nil Ptr'. What's going on?

This error results from an incompatibility with the AutoCF system extension from Handera that allows an application to run from the compact flash card, and can occur even if Mobipocket Reader is not on the flash card. To solve the problem, simply uninstall the AutoCF extension in the control panel of your PDA. Open Mobipocket Reader to verify that it is working properly, then reinstall AutoCF.

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When I try to sync Mobipocket to my PDA, I receive the error message 'No application on handheld to open file'. What should I do?

This error suggests that you are trying to synchronize an '.exe' file. If you have received an '.exe' file, this is actually the installation program that you should run on your computer. Once you run the installation on your computer, active sync will install Mobipocket on your handheld.

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I cannot find the information I am looking for. What should I do?

If you cannot find the information you are looking for with reference to our Help section, please contact support. In order to facilitate troubleshooting, please include the following information in your correspondence:

• Steps to reproduce the problem (in as much detail as possible)
• Exact text of any error message
• URL(s) of any error page(s) you encounter
• Library card number
• Title(s) of problem eBook(s)
• Mobipocket version (in the desktop version of Mobipocket Reader, find this under Help > About.)
• Operating system (Windows Vista, Windows XP, Windows 98 SE, etc.)
• Internet browser and version (Internet Explorer 8.0, Firefox® 3.0, etc. In most browsers, find this under Help > About.)
• If applicable, device type and operating system

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