FileOpen FAQ and help

Why should the use of standards be restricted at all?

Standards are objects of copyright and the rules of copyright must be followed when using them. Moreover, in our work, we follow the distribution rules of international standardisation organisations. The financial resources required for the Estonian Centre for Standardisation and Accreditation to operate are obtained in large part from the sale of standards; therefore, it is very important for us that the standards are not copied or distributed illegally. 

 

The FileOpen software works in the following operating systems

Windows - Windows 10 or a newer version, Server 2016 or a newer version

Adobe Acrobat Reader 10.0 or a newer version

Macintosh – Mac OS 12.0 or a newer version (installation guidelines in English | 300 KB | PDF)

Adobe Acrobat Reader 22.003.20310 or a newer version

Each operating system requires the installation of software designed specifically for that operating system. You can download it from the FileOpen website🡭.

To open the standard, make sure that the latest version of FileOpen and Adobe Reader is installed on your device.

 

Errors displayed when installing the FileOpen software

 

Why are the standard pages blank, although my user account indicates that the standard has been downloaded?

Presumably, your device does not have the FileOpen software, required for opening an encrypted PDF file; it can be downloaded from the FileOpen website. The software should be selected according to the operating system used by your device. To open a protected PDF file, you need to choose the PDF reader software Adobe Acrobat Reader.

On Mac, the default PDF reader is Preview. To open a protected file with PDF reader Adobe Acrobat Reader, please find the standard from Downloads folder in Finder and use "Open with" command. 

 

Why does a standard (PDF file) not open, even though the FileOpen software has been installed?

The FileOpen software works only with the PDF reader software Adobe Acrobat Reader. Please check that you have selected Adobe Acrobat Reader to open the PDF file. Standards with a single-user licence cannot be opened with other PDF readers.

 

Error messages displayed when opening a standard (PDF file)

 

If you are unable to open the standard, please check the following points to ensure that the FileOpen software is set up correctly:

  • Were any PDF files open during the installation of FileOpen software? If so, please close them before trying again.
  • Did you download the standard before installing the FileOpen software? We recommend deleting the existing file and downloading the standard again from your user account.
  • It is advisable to restart your computer after installing the FileOpen software to ensure all settings take effect.
  • Please make sure you are using the latest version of Adobe Acrobat Reader.

 

What to do if the following error message is displayed: “Failed to load PDF document”?

This error message means that Google Chrome browser is being used to download the standard. By default, Google Chrome uses the Chrome PDF Viewer plugin to open PDF files. Chrome PDF Viewer does not support the FileOpen software that is used to encrypt standards with a single-user licence.

The problem can be solved as follows:

  1. Open Google Chrome browser
  2. On the right, choose the button Illustration showing Google Chrome's Customise and Control button. and open Settings.
  3. Then select “Privacy and Security” and then “Site Settings”.
  4. Open "Additional content settings". 
  5. Then select “PDF documents” and tick the box before the text “Download PDFs”.

Once you have made the change, the protected PDF file can be opened with the PDF reader Adobe Acrobat Reader.

 

If you are unable to open a PDF file with Adobe Reader, please try the following steps:

  1. Check if Adobe Reader is installed. Files protected with FileOpen can only be opened using Adobe Acrobat Reader, not with other PDF viewers.
  2. If you have Adobe Acrobat (full version) 64-bit installed:
    You will need to install the 32-bit version of Adobe Acrobat Reader, even if your operating system is 64-bit. Restart your computer if necessary.
  3. After successful installation, open the PDF file again using Adobe Acrobat Reader.

 

What to do if the following error message is displayed: "Enter a password. The file is password-protected. Please enter a password to open the file."?

This indicates that your device attempts to open the standard using a browser instead of Adobe Acrobat Reader. To open a protected PDF file, please navigate to your downloads folder, right-click on the file, select the "Open with" option, and choose Adobe Acrobat Reader as the PDF reader.

 

While using Microsft Edge an error occurs

If you're using Microsoft Edge and you receive the following error when you open a PDF document, "We can't open this file. Something went wrong. Refresh ", then re-download the PDF document and save the file to your computer with Save As and open the file from this folder.

Or you could change your browser settings as following:

  1. On the right, choose the button Illustration showing Edge's Settings and more button. and open settings
  2. Type “PDF” in the search box and press enter
  3. Click on “PDF documents”
  4. Turn on “Always download PDF files”
  5. Download the standard again

 

Cannot download a standard (PDF file) when using Mozilla Firefox browser

Please change the Firefox settings for PDF documents on the following way:

  1. Go to setting (3 bars) and choose settings.
  2. Insert PDF into search box and under applications panel find Portable Document Format (PDF) in the list and click on it to select it. Click on the drop-down arrow in the Action column for the above entry and select Always Ask. Guide | 934 KB | PDF
  3. Go and download the standard again and open the file in your computer from the folder where the file was just downloaded.

 

I downloaded the FileOpen software but the standard is still blank when I open it?

Please check that you:

    • in addition to downloading the software, installed it on your computer (launched the downloaded software);
    • downloaded the software from the FileOpen website that is compatible with your operating system;
    • used the PDF reader software Adobe Acrobat reader to view the standard. 

 

What to do if I receive the following error message when opening a standard: "There was an error contacting the server or the server's response could not be decoded. Please check your internet connection. If this error persists please contact the publisher and present the text of this message."?

    • check that your device is connected to the Internet;
    • you should check that the firewall is not restricting the use of the software and connecting to it;
    • updating the software could also help, it is available on the FileOpen website🡭.

 

What to do when the following message is displayed on some pages when opening a standard: “There was an error processing a page. There was a problem reading this document (110)“?

If this problem occurs, please contact EVS customer service, via e-mail standard@evs.ee or by phone +372 605 5060.

 

Why can’t the standard be opened in another device?

You have purchased a standard with a single-user licence. The user agreement with the Estonian Centre for Standardisation and Accreditation only permits for the use of a standard with a single-user licence in one device, to print it out 2 times and to create 1 electronic backup.

 

What to do if the software FileOpen cannot be installed on my device or I want to buy more licences for the purchased standard?

In this case, we recommend changing the standard with a single-user licence to a standard with a multi-user licence. You can do this in your user account, in the section “Ordered electronic standards” by paying an extra fee.

 

What should I do if I want to use a standard with a single-user licence on multiple devices?

A standard bought with a single-user licence is intended for use in a single device. If you want to use the standard in more than one device, you should buy a standard with a multi-user licence.

 

What to do if my device has been replaced and I cannot open the standards in my new device?

To renew the licence rights when the device has been replaced, please go to "My account > Ordered electronic documents > Reset licence rights". Renewal of licence rights allows the user to unlock purchased standards again. Licence rights cannot be reset more frequently than every 180 days. Certainly, the new device must have the required software FileOpen installed, available for download from the FileOpen website🡭.

 

Can I make a backup from a standard with a single-user licence?

It is strongly recommended to make a backup of an electronic standard. If you replace your computer or experience another problem, you can restore the reading right or transfer it to some other device with the help of EVS customer service, if a backup exists.

 

Error messages when printing a standard

 

What to do if a printout is illegible?

Open the standard (PDF file) with the Adobe Acrobat Reader, choose Print from the File menu, and then click on the button Advanced. In the window that opens, tick the box Print as Image and press OK and then try printing again.

 

What to do if I receive the following message ’’You have reached the quota of authorised prints please contact EVS Customer Support" and I have not been able to print a single copy?

The problem can be solved as follows:
1. Open Adobe Reader
2. Press CTRL+K to open Settings.
3. Select the category 'Security (Enhanced)' in the left-hand menu.
4. Remove the marking in 'Enable Protected Mode at start-up' and click "Save".
5. Restart Adobe Reader.

 

What to do if I receive the following message ’’This printer is not allowed for secure printing. Do you want to change your choice?"?

For this error message, we recommend updating the FileOpen software, which can be found here🡭.

 

Why cannot I print the standard on both sides?

The FileOpen software does not restrict double-sided printing but does restrict the option to change printer settings in the Adobe Acrobat Reader’s printing window. If your printer settings are by default set on single-sided printing, you cannot change it while printing. If you change your printer’s default settings to double-sided printing, you can print the standards on both sides.

In the Windows operation system, you can change the printer’s default settings as follows:

From the Start Menu, choose Settings > Device > Printers and Scanners > command Manage on the respective printer > choose Printing Preferences. From the menu that appears, you can choose double-sided printing as the default method of printing.

Please Note! To change the settings, you might need to have admin rights.

 

Why can’t I print in color?

The FileOpen software does not restrict color printing, but it does restrict the option to change printer settings in the Adobe Acrobat Reader’s printing window. If you have a color printer and you cannot print the standard in color, then black-and-white printing has been set as the default setting in your printer settings. If you change your printer’s default settings to color printing, you can print the standards in color.

In the Windows operation system, you can change the printer’s default settings as follows:

From the Start Menu, choose Settings > Device > Printers and Scanners > command Manage on the respective printer > choose Printing Preferences. From the menu that appears, you can choose color printing as the default method of printing.

Please Note! To change the settings, you might need to have admin rights.

 

I printed only a few pages and when I try to print again, the computer displays a message that you have exceeded the number of allowed printouts. Do I need to buy the standard again or can I resolve the issue in some other way?

The FileOpen software counts even a partial printout as one printing. Therefore, you should print the full text at once. If you have accidentally used up your printing turns, you should contact EVS customer service, via e-mail standard@evs.ee or by phone +372 605 5060.

 

After downloading and saving the standard, a message will be displayed, stating that you have exceeded the number (2) of allowed printouts, although the standard has not been printed yet. What should I do next?

If you have not printed anything out, it is an error with the information exchange between your computer and our system. In such a case, please contact the EVS customer service, via e-mail standard@evs.ee or by phone +372 605 5060.

 

Additional questions and answers can be found on the FileOpen website Troubleshooting FAQ🡭.