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ArticleWorks Customer Help

Welcome to the ArticleWorks Customer Help page. This F.A.Q. provides general
information about ArticleWorks and offers solutions for most common problems.
If you need further assistance, please contact us at
ArticleWorks_Support@kwglobal.com.

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Frequently Asked Questions

General Information

 * What is an ArticleWorks Secure Document?

 * What are the System Requirements to use an ArticleWorks Secure Document?

 * What do I receive if I order a printed copy of a document?

Purchasing your document

 * I receive the message "“Password is incorrect"” when I try to log in. How can
   I get the correct password?

 * How do I enter a Shipping Address that is different from my Billing Address?

 * I entered my address information, but when I continue I just get a blank
   page. What do I do next?

 * When I try to complete my order I receive the message, "Order 123456 failed.
   Reason: Transaction failed". What should I do?

 * How do I see an invoice/receipt for my order?

Downloading your document

 * I did not receive/lost/deleted the e-mail containing the link to my download
   page. How do I reach the download page for my document?

 * How can I distribute my document to other people?

 * I used the "More Download Options" page to e-mail the document to myself but
   it never arrived. What’'s wrong?

 * (Mac users only) I downloaded the document file, but it will not open. What
   should I do?

Opening your document

 * When I try to open the document, Acrobat asks me for a password. What do I
   need to do?

 * When I try to open the document, I receive a message that the license has
   already been used. What should I do?

 * (PC users only) When I double-click the document .exe I get a message that
   Acrobat is not installed, even though it is. What's wrong?




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Q: What is an ArticleWorks Secure Document?

A: Secure Documents purchased through ArticleWorks are small programs (.exe for
Windows, .cenveoaw for macOS and iOS) that contain encrypted PDFs. Our DRM
(Digital Rights Management) software allows documents to be opened on one device
per license purchased. When you double-click on the downloaded document for the
first time, a window will appear and ask you to verify that this is the device
you wish to use to acces the document. Once you click "Yes" the document is
"locked" to that device. This can be repeated on new devices until all licenses
have been used.

You have access to your digital files forever; this is not a lease or time
limited purchase. Internet access is only required the first time the document
is opened on a device, to connect to our servers and confirm that licenses are
still available for your order. These files must remain with their original
extension (.exe or .cenveoaw) files to work correctly; saving them as .pdf files
will produce a password protected file that cannot be opened. If you wish to
open the documents on multiple devices, you must purchase multiple licenses.

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Q: What are the System Requirements to use an ArticleWorks Secure Document?

A:Windows users will need Windows XP, Vista, 7, 8, or 10. Macintosh users: If
you are running Mac OS X 10.3 to 10.7, you must also enable access for assistive
devices. .If you are running OS x 10.8 or higher, you will need to download the
AW Reader app from the Mac Store

Adobe Reader V.5.0 or higher is required, except for iOS devices, and Macs
running MacOSX 10.8 or higher. Supported languages for Acrobat Reader include
English, Spanish, French, German, Dutch, Danish, Norwegian, Finnish, Swedish,
Czech, Portuguese, Korean and Japanese. Acrobat Reader can be downloaded for
free at: http://get.adobe.com/reader/otherversions/.

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Q: What do I receive if I order a printed copy (hardcopy) of a document?

A: Hardcopy documents provided by ArticleWorks are high quality print copies of
your document that are printed when your order is placed. Typically, orders are
shipped the next business day, but larger orders may require longer print times.

All Hardcopy orders are shipped via FedEx with shipping charges calculated based
on the size, weight, and destination of your order. We offer the following
shipping options:

    Within the US:
    Ground - (delivery within 1 to 5 business days*)
    2 Day - (delivery in two business days*)
    Standard Overnight - (delivery by 3:00 p.m. next business day*)
    Priority Overnight - (delivery by 10:30 a.m. next business day*)


    Outside the US:
    International Economy - (delivery in 2 to 5 business days to most major
cities*)
    International Priority - (delivery in 1 to 3 business days to most major
cities*)


*Please note that all FedEx delivery times are from the date the order is
shipped, not the date the order is placed. Delivery estimates are provided for
each shipping option in the shopping cart, but are estimates only. We do not
guarantee delivery on a specific date.

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Q: I receive the message "Password is incorrect" when I try to log in. How can I
get the correct password?

A: To have ArticleWorks e-mail your password, click on the "Forgotten password?"
link next to the password field. ArticleWorks will then send an e-mail
containing your password to the e-mail address on record for your account.
ArticleWorks is case-sensitive for both the username and password. Make sure
that you enter these exactly as given in the e-mail.

(Please note that this password is only used to log in to your account and not
to open your document. If you are being asked to enter a password when you try
to open your document Click Here)

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Q: How do I enter a Shipping Address that is different from my Billing Address?

A: If you would like to ship your print order to a location other than your
Billing Address, click on the "Add address" link on the "Checkout - Address"
page. Once you have added your new address and have returned to the "Checkout -
Address" page, click the radio button next to the address you wish to ship your
order to and then click the Continue button. When you have reached the "Checkout
- Order Summary" page and are ready to place your order, you should see your
Billing Address and the new Shipping Address that you selected.


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Q: I entered my address information, but when I continue I just get a blank
page. What do I do next?

A: If you are unable to continue through the shopping cart to place your order,
there may be a problem with your account. Please contact us at
ArticleWorks_Support@kwglobal.com and let us know the e-mail address that you
are using for your account and we will fix this issue.

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Q: When I try to complete my order I receive the message, "Order 123456 failed.
Reason: Transaction failed". What should I do?

A: If you are receiving a message that your order has failed, then we have been
unable to process your credit card. Here are the most common reasons for order
failure:



   Reason: Transaction failed: Card security code failure (code 116) Card
   Security Code?
   
   If you are receiving this message, then your CSC (Card Security Code) is not
   matching the number your credit card company has on file. Click the button to
   return to the payment page and make sure that your CSC is entered correctly.
   For more information on how to find your CSC click here.
   
   
 * Reason: Transaction failed: AVS check failure (code 114 or 115) Street
   address? ZIP/Postal Code?
   
   If you are receiving this message, then we are unable to match the billing
   address that you entered to the address that your credit card company has on
   file. Use the button marked "Click here to try a different payment method" to
   return to the payment page. Enter your credit card information again if
   necessary and then proceed to the order summary page. Next, click on the
   "change address" link to return to the "Checkout - Address" page. Confirm
   that your billing address matches the billing address for your card. Pay
   special attention to your street address and zip code as these are the most
   common reasons for Address Verification failure.
   
   

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Q: How do I see an invoice/receipt for my order?

A: To access your invoice/receipt point your web browser to
https://articleworks.cadmus.com/invoice. Enter your order number and click the
button; on the next page you will need to enter your e-mail address and
password. Alternately, you can log in to your status page and click on the
dollar amount for an order to see the invoice or receipt for that order.

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Q: I did not receive/lost/deleted the e-mail containing the link to my download
page. How do I reach the download page for my document?

A: You can reach the download page for any of your orders by logging into your
Order History page at https://articleworks.cadmus.com/status/. Log in using the
same e-mail address and password used to purchase your document. Your Order
History page will list all of your orders by number, the number of copies
purchased, the number of electronic permissions remaining (if applicable) and
the amount you were charged for the order. To reach the download page for an
order, simply click on the "Return to Download Page" button for that order.

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Q: How can I distribute my document to other people?

A: To distribute a document to others, use the "Send document to others" link on
your download page. Follow the instructions on the page to send out an e-mail
containing a link to your download page. Please note that you must have
available licenses for others to be able to open your document. If you intend to
distribute a document to 10 people, you will need to purchase at least 10
licenses or copies of your document.

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Q: I used the "More Download Options" page to e-mail the document to myself but
it never arrived. What's wrong?

A: Many corporate e-mail systems and internet service providers will not accept
e-mails containing an .exe file and will strip the attachment out or reject the
e-mail completely. If you need to send the document to yourself or others, we
recommend that you send the link to the download page. This can be done by using
"Send document to others" link on the download page. Don't forget that you can
also access the download page from any device by logging into your status page.

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Q: (Mac users only) I have downloaded the .cenveoaw or .dmg file, but it will
not open. What should I do?

A: When you attempt to mount a .dmg or .cenveoaw file, it will first run a check
to ensure that the entire document is intact. If the .dmg file fails to mount,
it is because it became corrupted during the download process. Delete the .dmg
file and download it again.

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Q: When I try to open the document, Acrobat asks me for a password. What do I
need to do?

A: You should never need to enter a password for your document to open. This is
a common error that can occur when our program (the downloaded .exe file) is
unable to automatically send an encrypted password to Adobe Acrobat when the
file is opened. This can happen when:


The downloaded file was saved with a .pdf extension or the .exe was opened
correctly in Acrobat and then a copy of the document was saved as a .pdf.

Solution: Download and save the document as an .exe file. The document must
remain an .exe to open correctly. Any attempt to save the document as a .pdf
will result in an unusable file. Look at your file's name: is there a '.pdf'
anywhere in it, or is there an Adobe PDF icon associated with the file? If so,
please delete the file and re-download it, making sure to save it as an .exe.
Each time you want to open the document, you must double-click on this .exe
file.

An unsupported version of Adobe Acrobat Reader is being used.

Solution: Download and install a supported version of Adobe Acrobat Reader; see
the System Requirements above for more information.

You are trying to open the .exe in a manner that bypasses our program. This can
happen if you drag the .exe to an open Acrobat window or select File>Open from
within Acrobat.

Solution: You must double-click on the .exe for it to open properly.



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Q: When I try to open the document, I receive a message that the license has
already been used. What should I do?

A: If you receive a message that all licenses have already been used, you should
first check and see if you have actually used all of your licenses. You can do
this by logging in to your Status page, where you can see how many licenses you
purchased and how many are still remaining for each order. Remember that for
each license, or copy, of a document you purchase, you can open it on only one
computer. If you need to open the document on multiple computers, then you will
need to purchase multiple licenses.

If you do have licenses remaining, or if you have never been able to open the
document due to this error message, please follow the instructions below.

    Instructions for PC users

Delete any copies of the document currently on your computer.

Browse to your home folder. This is usually located at C:\Documents and
Settings\YourUsername (or C:\Users\YourUsername). Once in your home folder, sort
the contents by date with the newest items at the top. You may see a pair of
files beginning with a 6 digit number and ending in .log and .rc, such as
456789.log and 456789.rc. Delete these .log and .rc files.

Return to your download page and download the document again. Be sure to save
the document to your computer as an .exe file.

Double-click the .exe to open the document. A window should pop-up and ask if
this is the computer on which you wish to authorize the document. Click "Yes" to
open the file in Acrobat Reader.


    Instructions for macOS 10.8 and newer
 1. Delete any copies of the document .cenveoaw currently on your computer.
    
    
 2. Return to your download page and download the documnt file again.
    
    
 3. Double-click the .app to open the document. You will be aske to select the
    app to access the document. Select AW Reader, and the document should open
    in the AW Reader app.
 4. If you are still unable to open the document, contact
    ArticleWorks_Support@kwglobal.com, and provide your name and order number.
    We will contact you to assist further.
    
    


    Instructions for macOS 10.7 and older users
 1. Delete any copies of the document .app or .dmg currently on your computer.
    
    
 2. Open a Finder window and go to Applications>Utilities. Run the Terminal
    application.
    
    
 3. In the Terminal application type in "cd" (without quotes) and hit Enter.
    Then type "ls -a" and hit Enter. This should display a list of files and
    folders in your home folder.
    
    
 4. Look for a file, or files, that start with "." and end with "rc". It should
    look something like this: ".446960KSG_670_0rc". The numbers and letters in
    the filename may be different, but it will start with a period and end with
    "rc".
    
    
 5. Type in "rm .446960KSG_670_0rc" where the filename matches the filename on
    your screen, and then hit enter. Do this for all files ending in "rc". Now
    type in "ls -a" again and the file should no longer be displayed in the list
    of files and folders.
    
    
 6. Return to your download page and download the .dmg file again. Once you
    mount and open the .dmg file, copy the enclosed .app file to your desktop.
    
    
 7. Double-click the .app to open the document. A web browser window should
    pop-up in your default browser and ask if this is the computer on which you
    wish to authorize the document. Click "Continue" to open the file in
    Preview.



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Q: (PC users only) When I double-click the document .exe I get a message that
Acrobat is not installed, even though it is. What's wrong?

A: This error is usually caused by a corrupt registry entry which is keeping our
application from finding your installed copy of Acrobat Reader. To fix this
issue, you should try the following:

Open Adobe Acrobat Reader and then minimize it so that it is running in the
background when you double-click on your document .exe. This may help the .exe
"find" Acrobat.

Uninstall your current copy of Acrobat Reader and install the latest version
from here. This may overwrite the corrupt registry entry and fix the problem.

Download and open your document on another PC. It is highly unlikely that any
two given PCs will both have this error.



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Updated: February 18, 2009

Copyright © 2009 KWGlobal. All rights reserved.