Troubleshooting

If you have a problem with DRM Lite and don't find the answer below, please contact ill@gcu.ac.uk.

I have registered for a British Library On Demand account but haven't received an email from them

Emails from the British Library will come addressed from noreply@bldss.bl.uk and could be identified as junk or spam mail by your email software. Check your junk, spam and deleted items folders before contacting us at ILL@gcu.ac.uk. If your email inbox is full, the email will not be delivered.

If you already have a British Library Readers Pass account then you may not receive the registration email which you need to activate your On Demand account. You can request an activation link by logging in to your On Demand account once you have completed the first part of the registration process. Use the ‘new account activation link’ to request the missing email. Click the link in the email to activate your account and complete the second part of the registration process.

I have registered for a British Library On Demand account but my username and password is not recognised

It may take up to 5 minutes for the British Library to process your registration, if the system doesn't recognise your details, wait for a few more minutes then try again.

I already have a British Library On Demand account and my username contains '@'

Usernames containing an '@' symbol (like email addresses) can cause documents to fail to open. If you have an '@' in your username, contact Customer-Services@bl.uk for advice.

I have forgotten my On Demand username

Contact the British Library for a reminder of your username.

I have forgotten my On Demand password

Contact the British Library to reset your password.

I have changed my password and can no longer connect to items

If you change your password you can access saved documents using your new password, but you may need to amend saved account information in Adobe Reader. Go to ‘Edit’>’Preferences’>’Security’, click ‘Clear remembered account information’ then click ‘OK’ to confirm. Try opening the document again.

I am using a shared computer and cannot view my items

A previous user may have stored their BL On Demand password and locked you out. To clear previously stored information in Adobe Reader go to ‘Edit’>’Preferences’>’Security’, click on ‘Clear remembered account information’ then click ‘OK’ to confirm.  Try opening the document again.

My browser has a built in viewer preventing me from using Adobe Reader

Some browsers use their own viewer which you may wish to disable (or you could paste the document web address into another web browser).

  • Chrome: type chrome://settings/content/PDFDocuments in the address bar; turn on ‘Download PDF files instead of automatically opening them in Chrome’ by clicking the toggle switch.
  • Firefox: click the menu button and choose ‘Options’; in the General panel, go down to the Applications section; click on ‘Portable Document Format (PDF)’; click the drop-down arrow in the Action column and choose ‘Use Adobe Reader (default)’.
  • Safari: choose ‘Preferences’; in the Preferences window, choose ‘Security’; click the ‘Website Settings button for Internet plug-ins’; select Adobe Reader from the list.

For further help visit the Adobe Acrobat website.  

I don’t have Adobe Reader 10 on my device

This software is installed on all GCU staff and student machines and is available to download free of charge on your own devices. When you follow the link to download your item you will see a link to ‘Get Adobe Reader’.

My item won’t open or download
  • Is your device connected to the internet? Internet access is needed every time you open the item.
  • Has the download link expired? The download link will only remain live for 30 days from the date of issue.
  • Has a previous user locked you out by clicking ‘Remember me on this computer’? If so, go to ‘Edit’> ‘Preferences’>‘Security’ and click and confirm the ‘Clear remembered account information’ button, then retry the download link.
  • Does your Username contain the ‘@’ symbol? This results in the error message, ‘There was a problem accessing your document, please try again later’. Please email the British Library’s Customer Services for advice, Customer-Services@bl.uk.
  • Are you using Adobe reader as your PDF viewer? If your browser’s default PDF viewer is not Adobe Reader, you will need to disable it before the item can be read. See instructions above.
  • Are you using a compatible version of Adobe Reader? Adobe Reader 10 or above is required on any device you use to view documents, including mobile devices.
  • If you are a Windows 7 user you may have to upgrade the TLS settings on your computer. For instructions on how to do this visit the Adobe Help pages.
  • Do you get an error message when trying to connect to the item? For suggested solutions visit the Adobe Help pages.
I’m using a mobile device and can’t see the log-in screen to connect to my item

Some mobile devices require you to go to your downloads before you can locate this prompt.

I have a problem with DRM Lite not covered above

If you have any other problem, email us at ILL@gcu.ac.uk.