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      Error messages in EasyReader

      This knowledge base article contains most of the reader error codes in Dolphin EasyReader which may appear when you load a book into the reader view.

      Table of Contents

      1. Unable to open this book (1: Err_FileNotFound)
      2. PDFium module, which is responsible for handling PDF files in Dolphin EasyReader has failed to load (2: Err_PDF_PDFium_not_loaded)
      3. Unable to open this PDF due to a missing or incorrect password. (3: Err_PDF_requires_password)
      4. Unable to open this PDF book due to DRM protection, which is currently unsupported by Dolphin EasyReader (4: Err_PDF_DRM_protected)
      5. Unable to open this PDF as no pages have been detected. Please try opening another file (5: Err_PDF_no_pages)
      6. Unable to open this PDF, please try opening another file (6: Err_PDF_load_error)
      7. Unable to open this book due to a missing OPF (Open Packaging Format) file (7: Err_OpfParseError)
      8. Unable to open this book due to a missing NCC (Navigation Control Center) file (8: Err_NccParseError)
      9. Unable to open this book due to a missing or unreadable file. (9: Err_XmlParseError)
      10. Unable to open this book due to a missing HTML file (10: Err_HtmlParseError)
      11. Unable to open the book for streaming (11: Err_DODPStreamError)
      12. Unable to access the library to stream this book (12: Err_DODPStreamLoginError)
      13. Unable to open this book due to it having expired or been returned to the library (13: Err_DODPStreamIssueContentError)
      14. Unable to open this book due to an unknown error. 

      Unable to open this book (1: Err_FileNotFound)

      The book cannot be found on your device, please carry out the following steps to resolve the issue:
      1. Redownload the Book from Your Library:
        • Open EasyReader.
        • Go to your library or book list.
        • Find the problematic book and delete it.
        • Re-download the book from your library.
      2. Sideload the Book Again:
      If the book was sideloaded (i.e., manually transferred to your device):
        • Open EasyReader.
        • Locate the book and delete it.
        • Transfer the book file to EasyReader again.
      3. Check for Software Updates:
        • Ensure that EasyReader is updated to the latest version.
        • Sometimes, bugs or compatibility issues are fixed in new updates.
      4. Restart Your Device:
        • Restart EasyReader or device running the EasyReader.
        • This can sometimes resolve temporary issues.
      5. Check File Integrity:
        • Make sure the book file is not corrupted.
        • If you have another device, try opening the book there to see if the issue is with the file itself.


      PDFium module, which is responsible for handling PDF files in Dolphin EasyReader has failed to load (2: Err_PDF_PDFium_not_loaded)

      Please remove EasyReader, and install the latest version and try again.

      To remove the EasyReader app, install the latest version, and try again, follow these steps based on your device's operating system:

      For Android Devices:

      1. Uninstall EasyReader:

        • Open the Settings app on your device.
        • Go to Apps or Application Manager (this might vary depending on your device).
        • Scroll through the list and find EasyReader.
        • Tap on EasyReader and then tap Uninstall.

      2. Reinstall EasyReader:

        • Open the Google Play Store.
        • In the search bar, type EasyReader.
        • Find the EasyReader app developed by Dolphin Computer Access Ltd.
        • Tap Install to download and install the latest version.

      3. Try Again:

        • Once installed, open the EasyReader app.
        • Sign in and try accessing your book again.

      For iOS Devices:

      1. Uninstall EasyReader:

        • Find the EasyReader app on your home screen.
        • Press and hold the app icon until it starts to wiggle.
        • Tap the X or the minus (-) sign on the EasyReader app icon.
        • Confirm the deletion by tapping Delete.

      2. Reinstall EasyReader:

        • Open the App Store.
        • Tap on the Search tab and type EasyReader.
        • Find the EasyReader app developed by Dolphin Computer Access Ltd.
        • Tap the Download icon (cloud with a down arrow) or Get to install the latest version.

      3. Try Again:

        • Once installed, open the EasyReader app.
        • Sign in and try accessing your book again.

      For Windows Devices (if using an EasyReader desktop app):

      1. Uninstall EasyReader:

        • Open the Control Panel.
        • Go to Programs > Uninstall a program.
        • Find EasyReader in the list of installed programs.
        • Click on EasyReader and then click Uninstall.

      2. Reinstall EasyReader:

        • Open your web browser and go to the official EasyReader download page: Dolphin Computer Access - EasyReader
        • Download the latest version of EasyReader for Windows.
        • Follow the installation instructions to install the app.

      3. Try Again:

        • Once installed, open the EasyReader app.
        • Sign in and try accessing your book again.
      By following these steps, you should be able to remove the existing EasyReader app, install the latest version, and access your book without issues.

      Unable to open this PDF due to a missing or incorrect password. (3: Err_PDF_requires_password)

      Dolphin EasyReader currently does not support password protected PDF files.

      Reach out to your library to see if they can provide a alternative version of the book. Libraries often have multiple formats for their digital collections, and they might be able to offer you an alternative that is compatible with Dolphin EasyReader.

      Unable to open this PDF book due to DRM protection, which is currently unsupported by Dolphin EasyReader (4: Err_PDF_DRM_protected) 

      This PDF is DRM protected which Dolphin EasyReader currently does not currently support.

      Contact your library to see if they can provide a DRM-free version of the book. Libraries often have multiple formats for their digital collections, and they might be able to offer you an alternative that is compatible with Dolphin EasyReader.

      Unable to open this PDF as no pages have been detected. Please try opening another file (5: Err_PDF_no_pages)

      The error message you're encountering indicates that the PDF you're trying to open in Dolphin EasyReader doesn't contain any text. This can happen with scanned documents or image-based PDFs.

      Contact your library and explain the issue. Ask if they can provide an alternative text-based PDF version of the book. Libraries often have different formats available for the same book, they may have a format that is compatible with Dolphin EasyReader.

      Unable to open this PDF, please try opening another file (6: Err_PDF_load_error)

      This PDF could not be loaded. Please follow these steps to resolve this problem:

      Re-download the PDF from Your Library

      Sometimes files can become corrupted during the download process. Try downloading the PDF again from your library:

      1. Access the library in EasyReader:

        • Log in to your library account.

      2. Download the PDF again:

        • Find the specific book you are having trouble with and download it again.
        • Ensure the download completes successfully without any interruptions.
      3. Try Opening the PDF in Dolphin EasyReader:
        • Open the newly downloaded PDF.

      Contact Your Library

      If re-downloading does not resolve the issue, contact your library for assistance.

      Report the Issue:

        • Explain the error messages you’ve been receiving (e.g., "no pages detected," "unable to open PDF").

      Request an Alternative Format:

        • Ask if they have a text-based PDF or an alternative format like EPUB, which is compatible with Dolphin EasyReader.
       

      Unable to open this book due to a missing OPF (Open Packaging Format) file (7: Err_OpfParseError)

      The OPF file of this book is missing or is invalid XML. This may be due to a transfer issue over Internet.

      Please follow these steps to resolve this problem:

      Re-download the Book from Your Library

      Sometimes files can become corrupted during the download process. Try downloading the Book again from your library:

      1. Access the library in EasyReader:

        • Log in to your library account.
      2. Download the Book again:
        • Find the specific book you are having trouble with and download it again.
        • Ensure the download completes successfully without any interruptions.
      3. Try Opening the Book in Dolphin EasyReader:
        • Open the newly downloaded Book.

      Contact Your Library

      If re-downloading does not resolve the issue, contact your library for assistance.

      Report the Issue:

        • Explain the error messages you’ve been receiving.
      Request an Alternative Format:
        • Ask if they have an alternative format that you can access with Dolphin EasyReader.

      Unable to open this book due to a missing NCC (Navigation Control Center) file (8: Err_NccParseError)

      The NCC.HTML file of this book is missing or is invalid XML. This may be due to a transfer issue over Internet. 

      Please follow these steps to resolve this problem:

      Re-download the Book from Your Library

      Sometimes files can become corrupted during the download process. Try downloading the Book again from your library:

      1. Access the library in EasyReader:

        • Log in to your library account.
      2. Download the Book again:
        • Find the specific book you are having trouble with and download it again.
        • Ensure the download completes successfully without any interruptions.
      3. Try Opening the Book in Dolphin EasyReader:
        • Open the newly downloaded Book.

      Contact Your Library

      If re-downloading does not resolve the issue, contact your library for assistance.

      Report the Issue:

        • Explain the error messages you’ve been receiving.

      Request an Alternative Format:

        • Ask if they have an alternative format that you can access with Dolphin EasyReader.

      Unable to open this book due to a missing or unreadable file. (9: Err_XmlParseError)

      A file in this book is missing or is invalid XML. This may be due to a transfer issue over Internet. 

      Please follow these steps to resolve this problem:

      Re-download the Book from Your Library

      Sometimes files can become corrupted during the download process. Try downloading the Book again from your library:

      1. Access the library in EasyReader:

        • Log in to your library account.
      2. Download the Book again:
        • Find the specific book you are having trouble with and download it again.
        • Ensure the download completes successfully without any interruptions.
      3. Try Opening the Book in Dolphin EasyReader:
        • Open the newly downloaded Book.

      Contact Your Library

      If re-downloading does not resolve the issue, contact your library for assistance.

      Report the Issue:

        • Explain the error messages you’ve been receiving.
      Request an Alternative Format:
        • Ask if they have an alternative format that you can access with Dolphin EasyReader.

      Unable to open this book due to a missing HTML file (10: Err_HtmlParseError)

      A HTML file for this book is missing or is invalid XML. This may be due to a transfer issue over Internet. 

      Please follow these steps to resolve this problem:

      Re-download the Book from Your Library

      Sometimes files can become corrupted during the download process. Try downloading the Book again from your library:

      1. Access the library in EasyReader:

        • Log in to your library account.
      2. Download the Book again:
        • Find the specific book you are having trouble with and download it again.
        • Ensure the download completes successfully without any interruptions.
      3. Try Opening the Book in Dolphin EasyReader:
        • Open the newly downloaded Book.

      Contact Your Library

      If re-downloading does not resolve the issue, contact your library for assistance.

      Report the Issue:
        • Explain the error messages you’ve been receiving.
      Request an Alternative Format:
        • Ask if they have an alternative format that you can access with Dolphin EasyReader.

      Unable to open the book for streaming (11: Err_DODPStreamError)

      An unhandled error happened when opening a streaming book. This issue with streaming a book may be due to an unreliable internet connection or a problem with the library's server.

      The following steps should help to resolve this issue:

      Check Your Internet Connection

      Ensure your internet connection is stable:
        • Restart Your Router: Turn off your router, wait a few seconds, and turn it back on.
        • Switch Networks: If possible, switch to a different network (e.g., from Wi-Fi to mobile data or vice versa).
        • Run a Speed Test: Use a service like Speedtest to check the stability and speed of your internet connection.

      Try Again Later

      The issue might be temporary and related to the library’s server:
        • Wait and Retry: Wait for some time and then try accessing the book again.
        • Check Library Announcements: Look for any announcements or notifications from the library about server maintenance or outages.

      Remove and re-download the Book

      If the problem persists, remove the book and download it again:

      1. Remove the Book:

        • Open Dolphin EasyReader.
        • Go to My Books.
        • Find the problematic book, and remove it from your library.

      2. Re-download the Book:

        • Visit your library.
        • Borrow the book again if necessary.
        • Download the book to your device.

      Download the Book for Offline Use

      Instead of streaming, download the book directly to your local device:

      1. Borrow the Book:

        • Go to your library.
        • Borrow the book and select the option to download it to your device.

      2. Open the Book in Dolphin EasyReader:

        • Open Dolphin EasyReader.
        • Go to My Books.
        • Locate the downloaded book and open it.

      Contact Your Library for Assistance

      If the above steps do not work, contact your library for help:

      Report the Issue:

        • Explain the error message and the steps you have already taken.

      Request Technical Support:

        • Ask if they can provide technical support or if there are known issues with their server.

      Unable to access the library to stream this book (12: Err_DODPStreamLoginError)

      This error can only happen on library login issues when attempting to open a streaming book into the reader view. This may be due to unreliable Internet connection or that the library server is currently unavailable. It may also happen if you recently changed your password for your library account, please ensure you have entered the new password in EasyReader.

      To address the issue of an unreliable internet connection or a problem with the library's server, please carry out the following:

      Check Your Internet Connection

      Ensure your internet connection is stable:
        • Restart Your Router: Turn off your router, wait a few seconds, and turn it back on.
        • Switch Networks: If possible, switch to a different network (e.g., from Wi-Fi to mobile data or vice versa).
        • Run a Speed Test: Use a service like Speedtest to check the stability and speed of your internet connection.

      Try Again Later

      The issue might be temporary and related to the library’s server:
        • Wait and Retry: Wait for some time and then try accessing the book again.
        • Check Library Announcements: Look for any announcements or notifications from the library about server maintenance or outages.

      Remove and Re-download the Book

      If the problem persists, remove the book and download it again:

      1. Remove the Book:

        • Open Dolphin EasyReader.
        • Go to My Books.
        • Find the problematic book, and remove it from your library.

      2. Re-download the Book:

        • Visit your library.
        • Borrow the book again if necessary.
        • Download the book to your device.

      Download the Book for Offline Use

      Instead of streaming, download the book directly to your local device:

      1. Borrow the Book:

        • Go to your library.
        • Borrow the book and select the option to download it to your device.

      2. Open the Book in Dolphin EasyReader:

        • Open Dolphin EasyReader.
        • Go to My Books.
        • Locate the downloaded book and open it.

      Contact Your Library for Assistance

      If the above steps do not work, contact your library for help:

      Report the Issue:

        • Explain the error message and the steps you have already taken.

      Request Technical Support:

        • Ask if they can provide technical support or if there are known issues with their server.

      Unable to open this book due to it having expired or been returned to the library (13: Err_DODPStreamIssueContentError)

      This error code may happen when the streaming book has been returned to your library. Please borrow the book again from your library and try to read it again.

      If the problem persists, please consider downloading the book to your local device, instead of using the streaming option.

      Unable to open this book due to an unknown error. 

      We do not have any information of the reasons why the book could not be opened in the reader view. If you are not using the latest version of EasyReader we encourage you to update.

      To remove the EasyReader app, install the latest version, and try again, follow these steps based on your device's operating system:

      For Android Devices:

      1. Uninstall EasyReader:

        • Open the Settings app on your device.
        • Go to Apps or Application Manager (this might vary depending on your device).
        • Scroll through the list and find EasyReader.
        • Tap on EasyReader and then tap Uninstall.

      2. Reinstall EasyReader:

        • Open the Google Play Store.
        • In the search bar, type EasyReader.
        • Find the EasyReader app developed by Dolphin Computer Access Ltd.
        • Tap Install to download and install the latest version.

      3. Try Again:

        • Once installed, open the EasyReader app.
        • Sign in and try accessing your book again.

      For iOS Devices:

      1. Uninstall EasyReader:

        • Find the EasyReader app on your home screen.
        • Press and hold the app icon until it starts to wiggle.
        • Tap the X or the minus (-) sign on the EasyReader app icon.
        • Confirm the deletion by tapping Delete.

      2. Reinstall EasyReader:

        • Open the App Store.
        • Tap on the Search tab and type EasyReader.
        • Find the EasyReader app developed by Dolphin Computer Access Ltd.
        • Tap the Download icon (cloud with a down arrow) or Get to install the latest version.

      3. Try Again:

        • Once installed, open the EasyReader app.
        • Sign in and try accessing your book again.

      For Windows Devices (if using an EasyReader desktop app):

      1. Uninstall EasyReader:

        • Open the Control Panel.
        • Go to Programs > Uninstall a program.
        • Find EasyReader in the list of installed programs.
        • Click on EasyReader and then click Uninstall.

      2. Reinstall EasyReader:

        • Open your web browser and go to the official EasyReader download page: Dolphin Computer Access - EasyReader
        • Download the latest version of EasyReader for Windows.
        • Follow the installation instructions to install the app.

      3. Try Again:

        • Once installed, open the EasyReader app.
        • Sign in and try accessing your book again.
      By following these steps, you should be able to remove the existing EasyReader app, install the latest version, and access your book