ArticleWorks Help - Frequently Asked Questions

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.

Frequently Asked Questions

General Information

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

Opening your document

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.

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/.

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.

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)

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

Delete any copies of the document .cenveoaw currently on your computer.
Return to your download page and download the documnt file again.
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.
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

Delete any copies of the document .app or .dmg currently on your computer.
Open a Finder window and go to Applications>Utilities. Run the Terminal application.
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.
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".
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.
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.
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.

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.

Updated: February 18, 2009

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