1. The email containing my ILL document went to my junk mail folder. What should I do?
In order to prevent the emails containing your ILL documents from going to your junk mail folder, you will need to add to your list of safe senders 'vdxhost.com'. Follow the instructions below for either Microsoft Outlook or the Outlook Web App depending on how you access your McGill email.
Instructions for Microsoft Outlook:
- Open Microsoft Outlook.
- In the upper left corner of the window, click on the tab.
- Click on the button, and choose from the menu.
- In the Junk Email Options window, click on the tab.
- Click the button, type 'vdxhost.com' then click OK.
- Click Apply to save your changes.
Instructions for the Outlook Web App:
- Go to exchange.mcgill.ca and log in using your McGill email and password.
- Click on and choose from the menu.
- On the left hand side, choose .
- Under Safe Senders and Recipients, type the domain name 'vdxhost.com' and click the sign.
- Click in the bottom right hand side to save your settings.
Emails sent to you from 'vdxhost.com' should no longer be sent to your junk mail folder.
2. Why was my document deleted?
I see the message: "Unable to retrieve document: The document has been deleted."
The document has been automatically deleted because the limited access period has expired. In conformity with Canadian Copyright Law, your document is available for 5 days from the date first viewed.
3. Nothing happens when I click on the link to my document
You may have an active pop-up blocker. To allow a pop-up window to appear on a one-time basis, press and hold the CTRL key as you click on a link.
4. My web browser cannot open PDF documents. What should I do?
The Interlibrary Loan Service recommends that you use Adobe Reader to view PDF documents. You can download Adobe Reader from the Adobe website http://get.adobe.com/reader/
You will find information about how to enable the Adobe Reader web browser plugin by following this link.
5. I see "file does not begin with %PDF..."
If you are using Acrobat Reader you need to update to Adobe Reader.
In Acrobat Reader, open the Help menu and choose "Check for updates".
Follow the instructions to download the most recent version of Adobe Reader from the Adobe site http://get.adobe.com/reader/
6. Where do I find technical support for Adobe Reader?
Adobe Reader Support: http://helpx.adobe.com/reader.html
Here is la list of articles which might be helpful to you:
7. I get an error message: "one or more Adobe PDF Extensions are disabled" when I open a PDF
If you are using Internet Explorer and are seeing this message while trying to open your document, the following steps should help resolve the problem :
- Open Internet Options in Control Panel and click the Advanced tab.
- Select the check box, Enable Third-Party Browser Extensions.
- Click OK, and then restart Internet Explorer.
If this does not resolve the problem, try the following:
- In Adobe Reader, open the Help menu.
- Click the menu item Repair Adobe Reader Installation.
- Choose Yes to repair the current installation of Adobe Reader.
8. I only see every other page of my article. Where is the rest of it?
Go to the View menu then choose Zoom to adjust the size of the image or try scrolling up, down, right and left. This may reveal the rest of the document.
9. The printout appears to be sliced into vertical pieces...
Problems can occur when printing a PDF file. For example, a PDF file can contain damaged content such as images or fonts that Adobe Reader cannot process during printing.
Please ensure that your version of Adobe Reader is up to date by going to the Help menu and choosing "Check for updates". Once your version of Adobe Reader has been updated, try printing your document again.
If this does not resolve the problem, choose "Print As Image" in the Adobe Reader printer settings. This bypasses many problems by sending the printer an image of your document. Note that this can cause images and fonts to look slightly rougher, especially at the edges.
- Open the PDF file in Adobe Reader.
- Open the File menu and choose Print.
- Click on the Advanced button.
- Select the Print As Image option.
- Click OK, and then Print.
10. None of the above solutions worked for me. What should I do next?
If you still have problems obtaining your document, please contact McGill Library’s Central ILL Service from Monday to Friday 8am-5pm either by telephone 514-398-4732 or by email colombo [dot] library [at] mcgill [dot] ca.