Q. I can't open my interlibrary article from The British Library that has been delivered electronically to my email account.

The British Library will send an email containing the link to your document and instructions for opening it, using Secure Electronic Delivery (SED) - please see this link for full troubleshooting guidance.

The document will be an encrypted PDF to ensure it is fully copyright compliant. You can only download the document once and this needs to be within 30 days of receiving the email. You will need a British Library Account in order to open the document - if you are unable to open the document just after creating your account, please allow at least 10 minutes for your account to update and then try again.

Your device will need Adobe Reader 10 (or above) installed in order to open the document. If you are still having problems opening the document then you may also need to edit your browser settings to allow the PDF to open in Adobe Reader:

• On Google Chrome (version 57 or later) please type chrome://settings/content/pdfDocuments into the address bar, and switch on Open PDFs using a different application. If you are using Chrome version 56 or earlier, type chrome://plugins into the address bar, then scroll down and click Disable next to Chrome PDF viewer.
• On Safari you will need to disable the PDF viewer. You will need to change this by going to Safari (top left) and Preferences, then unticking the option to Open 'Safe' files after downloading.
• Please also try opening the document using either Firefox or Microsoft Edge.

If none of the above advice works then please contact ilr@sheffield.ac.uk for further investigation.