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Troubleshooting and getting help

Troubleshooting

Here are the problems that our users have encountered in sequence from most frequent to least frequent.

Trying to open the eBook files on a device before you install and activate its LockLizard Viewer
  • Remember that our eBook files can only be opened on a device on which a LockLizard Viewer has been installed and also activated.
Not being able to find an eBook after you’ve downloaded it
  • The location of the eBooks you download is usually set by the browser, and that location is usually the Downloads folder.
  • If you can’t find your eBooks in that location, check the settings on the browser you used to see what folder it used for the downloads.
Trying to run a Viewer in Citrix, Windows Terminal Server, and other virtual environments
  • Sorry, but our eBooks don’t allow that.
Trying to install a LockLizard Viewer on a fourth device
  • When you buy our eBooks, you get the right to use them on up to 3 devices, not 4.
Being denied access to an eBook after you’ve been using it for a while
  • Remember that you have to use your LockLizard Viewer at the same time that you have access to the Internet at least once every 30 days. That reactivates the eBook.
  • To fix this problem, start LockLizard and open your eBook while you have access to the Internet.
Not being able to access all of your eBooks from a Viewer that you’ve installed and activated
  • That can happen if you don’t use the same email address on all of your eBook orders. That’s because the license is tied to your email address. Then, the LockLizard system will assume that the orders are from two different customers.
  • Solutions: Email us to resolve this problem.
On a Windows system, not being able to open an eBook for the first time even though you’ve done everything else right

This happens occasionally, especially if you’ve had some difficulty with the installation and activation of the Viewer. But this usually solves the problem:

  • Go to All Programs, find the LockLizard folder, drill down to Lizard SafeGuard and PDF Viewer, and select and run the Remove Keystore command. That deactivates your Viewer. Now, activate the Viewer again, which usually fixes the problem.
  • To activate the Viewer again, you can find the .llv file in the Downloads folder using Windows Explorer and double-click on it. Or, you can go to your My Account page on our website, click on the Your Orders tab, click on the number for an eBook order to display the Order Information page, click on the “How to use our eBooks and Viewers” tab, and proceed from there.
On a Mac, not being able to open an eBook for the first time even though you’ve done everything else right

This happens occasionally, especially if you’ve had some difficulty with the installation and activation of the Viewer. But this usually solves the problem:

  • Select and run the Remove Keystore command from the menu bar. That deactivates your Viewer. Now, activate the Viewer again, which usually fixes the problem.
  • To activate the Viewer again, you can find the .llv file in the Downloads folder and double-click on it. Or, you can go to your My Account page on our website, click on the Your Orders tab, click on the number for an eBook order to display the Order Information page, click on the “How to use our eBooks and Viewers” tab, and proceed from there.

How to get help

  • Because the solutions to most LockLizard and eBook problems are simple, please start by reading How to install and activate a LockLizard Viewer to see if you missed something.
  • If you still have problems after that, read the troubleshooting section.
  • Then, if you still have problems, please email us or call customer service at 800-221-5528 or 559-440-9071. We’ll do everything we can to get you going as quickly as possible.
  • When you contact us, please be ready to answer these questions:
    What problem are you having?
    What device are you using?
    What operating system are you using?
    Were you able to install the Viewer for the device?
    Were you able to activate the Viewer?
    Were you able to open your eBooks?

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Contact Murach Books

For orders and customer service:

1-800-221-5528

Weekdays, 8 to 4 Pacific Time

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