"User Not Activated," "Loan token not found," or "Loan not on record" error when opening an ebook on a NOOK
These errors typically occur if there's a problem with your NOOK's authorization. You should be able to fix the issue by resetting the Adobe credentials on your NOOK using a computer.
Note: These steps don't work for the NOOK GlowLight Plus, which is authorized differently than other NOOKs.
Reset steps on a Windows computer
Note: We recommend always using the latest version of Adobe Digital Editions (ADE).
- Open Adobe Digital Editions (ADE).
- Make sure your computer is authorized with an Adobe ID or an OverDrive account.
In ADE, go to Help > Authorization Information.
Note: If this option is grayed out, please authorize your computer before continuing.
The authorization window will open and show you what credentials you're currently using for your computer. - Close ADE and wait a few moments.
- Reset the ADE folder on your NOOK.
- Connect your NOOK to your computer.
- Go to [My] Computer and open the drive associated with your device (likely named Device (X:), where X is the drive letter).
- Locate the .adobe-digital-editions folder and delete it.
- Open ADE, then try transferring the ebook again.
You may need to disconnect and reconnect your NOOK for it to appear in ADE. - After the transfer, disconnect your NOOK. You should now be able to read the ebook on your device.
Reset steps on a Mac computer
Note: We recommend always using the latest version of Adobe Digital Editions (ADE).
- Open Adobe Digital Editions (ADE).
- Make sure your computer is authorized with an Adobe ID or an OverDrive account.
In ADE, go to Help > Authorization Information.
Note: If this option is grayed out, please authorize your computer before continuing.
The authorization window will open and show you what credentials you're currently using on your computer. - Close ADE and wait a few moments.
- Reset the ADE folder on your NOOK.
- Connect your NOOK to your computer.
- Open your NOOK from Finder.
- Move the contents of the "Digital Editions" folder to the trash.
- Open ADE, then try transferring the ebook again.
You may need to disconnect and reconnect your NOOK for it to appear in ADE. - After the transfer, disconnect your NOOK. You should now be able to read the ebook on your device.