FAQs and announcements /Online Shop

Digital PDF ebook Guides: Downloading

Fiona Siseman May 17, 2010

How to download

Where is my download link?
How to download your files
Where are the files I downloaded - I can't find them?!
Downloading to iPad / iPad Mini iPhone / iTouch
Using Google Chrome browser on Apple devices

Troubleshooting tips

I'm having trouble downloading my PDFs (General)
Make sure you have the latest version of Adobe Reader
Strange symbols or font not available
Error: Corrupt or Damaged File
Error: Bad Encrypt Dictionary
My iPad keeps crashing

Where is my download link?

We provide you with a link to your downloads at the time of purchase (on the order confirmation page), and also send it through via email so you can download chapters on the go.

Can't find the email? Check your spam or junk folder (or even the deleted items folder) as you should find your confirmation email has been filed here. This is a common query that we receive from customers who have Gmail, Yahoo, Hotmail and similar POP email accounts. Why? Because these email accounts often have an automatic spam filter that hides emails sent from any retail website.

If you have checked these folders and it is still missing, please contact us and we will be happy to help.

How to download your PDF files

We recommend Adobe Reader to open our Lonely Planet digital chapter PDFs, but you can also use software and applications like iBooks, Goodreader and others. We recommend Adobe Reader because it is free, easy to download, useful for loads of websites and won’t harm your computer software or files. To download or update for free, visit the Official Adobe website.

Once your payment is successfully processed, you will see an order confirmation screen which includes a link to download your purchases straight away. Clicking each link will start the download of the chapter.

As with most downloads, you can open the PDF and view it immediately, and we recommend you save it to a specific location on your computer straight away. Can't find it? Check your Downloads folder.

You will also receive an order confirmation email with a link to your download page (this email will be sent from support@lonelyplanet.com). Can't find your email? Gmail, Yahoo, Hotmail and similar POP email accounts often have an automatic spam filter that hides emails sent from any retail website (not specifically ours). Please check your Spam or Junk folder  or even the deleted items folder) as you are likely to find your confirmation emails in one of these folders. If you have checked these folders and it is still missing, please contact us and we will be happy to help.

We recommend all PDFs be downloaded within 2 months of purchase. We know technical errors, computer crashes and download limits can make life hard, so we have given you five downloads to each of your purchased PDFs. Please note that some chapters may be up to 10MB in size, and some single-file PDF guidebooks can be 100+ MB, so if you have a slow internet connection you might like to fix yourself a cup of tea...

Where are the files I downloaded - I can't find them?!

If you were not asked to specify a folder (usually on your desktop) when downloading your files, then your PDFs have been saved to a default “downloads” folder. If you don’t know where this lives in on your hard drive, you can do one of two things – do a search using a keyword from one of the PDF file names, or download the chapters again using the link we sent you (each chapter can be downloaded up to 5 times). This time when you click on the download link, select the 'Save to disk' option and save the chapter to a folder on your desktop.

If you have run out of downloads or are still experiencing difficulties, please let us know.

Downloading to iPad / iPad Mini / iPhone / iTouch

When using an Apple device, by default the PDF will open in a web browser (like Safari) or using Preview – while this allows you to view the guide, it does not automatically save a copy.

After opening the guides on your device (iPad, iPad Mini, iPhone, iTouch), you can save a copy into your PDF reader app by tapping the screen – this will prompt you to open and save the file using an app (like Adobe Reader, Goodreader etc).

We recommend using free apps like Adobe Reader or iBooks. Once you have downloaded a PDF reader, you will be able to save the files to your device and then view them without connecting to the internet - this will save you time, money and data charges.

An alternative is to download the files to your home computer. You can then email them as an attachment to the email account you have set up on your device. This also means that if you ever lose access to your files on your device, you will have access to them as long as you save the email or keep the files saved on your home computer.

Using Google Chrome on Apple devices

This can sometimes be an issue when trying to download files. When you trigger the download, you might receive a message along the lines of “the link you are trying to access has security risks, and Chrome has blocked your device from viewing the site”, and find that one of your downloads has been used up.

We can assure you that our files pose no such risk, and this is an issue of browser compatibility that we are working to resolve. The solution is to use another browser to open your download email, and we recommend the Apple-developed Safari browser is used on Apple devices. 

I'm having trouble downloading my PDFs (General)

Don’t stress – it’s probably an easy fix. Try saving the chapter to your desktop rather than opening it straight away, then open it from its desktop location.

If your internet connection goes down, simply refresh the screen when it's back up and your download will continue. Where this does happen, we automatically detect interruption and don’t count that as a download.

Alternatively, it might be an old version of a web browser that's causing the problem. Try downloading the file in a different web browser, or think about downloading the latest version of one of the following for free (it only takes a few minutes):

Internet Explorer: http://www.microsoft.com/windows/internet-explorer

Firefox: getfirefox.com

Google Chrome: http://www.google.com/chrome

If you opened your digital chapter in a new browser tab or window, then the reported download count won’t decrease until you refresh your download page.

If you're still experiencing difficulties, please refer to our troubleshooting tips below. If they do not address the problem or you need our help, please use our contact form or dial the number that's included on your invoice email - we will help you get the problem resolved as soon as we can.

Make sure you have the latest version of your PDF viewer

If the file downloads but does not open, it is likely that your PDF viewer needs updating. Our files are best suited to Adobe Reader 9.x (or higher) – if you are not sure which version you have, you can download the latest for free here: http://get.adobe.com/reader/

Note that you can download each chapter up to 5 times, so please refer back to your order confirmation email to access the download link. If you are unable to find this email, please be sure to check your spam/junk folder before contacting us.

Strange symbols or font not available

Our recent files have been created using the latest version of Adobe, and older versions do not have the fonts we used to create our files. To fix the problem, you need to download the latest version of the Adobe Reader from the Official Adobe website for free.

Error: Corrupt or Damaged File

We'd like to reassure you that files purchased from lonelyplanet.com are not corrupt, and if you are presented with this error message it just means something went wrong in the download process. This might mean that your internet signal was too weak, or it went down for a moment. To rectify this and open your file, you'll need to download it again (note that you can download each file up to 5 times). Once downloaded, be sure to open the file using Adobe Reader, NOT within your web browser (like Firefox, Safari, Internet Explorer etc).

Error: Bad Encrypt Dictionary

You'll see this error when your PDF reader not being able to decrypt our file. Why? Our newer PDF chapters have been created using Adobe 9, so if you have an older PDF reader installed it may not be recognising some of the fonts we have used in our files .

This is easily fixed with an update to the latest version of Adobe Reader. To download or update the latest Adobe Reader for free, visit the official Adobe site.

If you have a preference for another PDF viewer, simply ensure that you have downloaded the latest update for this software. If updating to the latest version does not work, please download Adobe to view the files. A tip: Please remember that after updating your software, you need to use the updated PDF viewer to open the file.

Mac users: If you are using Preview to view the file, try updating your current version. Alternatively, use Adobe to view the files.

My iPad keeps crashing

This is generally an issue of memory capacity - the iPad is not as powerful as a computer and the operating system isn't built to handle the downloading of large files (eg. that include complex maps). We have found that  our PDF files open without issue when viewed in the free Adobe Reader app. This app is able to process the complex maps found in some of our chapters and is available from the Apple App-store.

If it does happen, the first thing to do is make sure you have the most up-to-date operating system and reader that you can. After that, make sure you have enough memory to open and read the file by taking steps to maximise the available memory. This may mean shutting down all other programs, deleting unwanted files or even turning the device off and back on.

If this does not work, you are best to download the files to your desktop, and then transfer them to your iPad. The most MAC-friendly way to do this is by opening the file in Preview, and then saving it to your desktop. They should open without incident if you follow this suggestion.


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