Here you can find further troubleshooting information about viewing products which require the special viewer.
Please check if the error you are experiencing is listed below.
○Windows
- Failed to authenticate license. Hardware structure has been changed or license information is corrupted. [DLSB308-1211-51][CLD272-64-51]
- The user ID or password is incorrect. [CLD271-19X-XXX]
- Error while connecting to the Internet. [CLD193-181-12057]
- Could not confirm the purchase of the license with this user ID. [CLD270-191-XXX]
- Was not able to confirm the opening of "(file name)". If you continue, you will get an error in Adobe Reader. Adobe Reader should be closed, and then please try again. [CPD228]
- My product will not display due to copy protection.
- Failed to start capture protection. [DLSB165-9001-XXX]
○Android & iOS
○Windows
■Failed to authenticate license. Hardware structure has been changed or license information is corrupted. [DLSB308-1211-51][CLD272-64-51]
The license data in your PC may have been corrupted for some reason. We have some cleanup tools for deleting the copy-protection license information that is stored on your PC.
Please download the appropriate tool for your circumstances from the following links and use it to delete the older information.
- [ Cleanup tool ] for DLsite Viewer (Games / Software)
- [ Cleanup tool ] for CypherGuard Movie / PDF / Browser
■The user ID or password is incorrect. [CLD271-19X-XXX]
IDs and passwords are case sensitive.
To input capital letters, please type while holding the Shift key.
When using other social media accounts to login, your DLsite password may not register properly.
Please visit Change Password to adjust your settings.
■Error while connecting to the Internet. [CLD193-181-12057]
Changing the settings in Internet Explorer may solve the problem. Please try the following:
- Open Internet Explorer.
- Choose Internet Options from the Tools menu or the Tools symbol (gear).
- In the Security menu, if Check for server certificate revocation is checked, please uncheck it.
If the box is unchecked, check the box and click OK. Then, repeat steps 1 and 2 to uncheck the box. - Close Internet Explorer and the special software. Restart your OS.
Once the problem is solved, please restore the above settings to ensure security.
■Could not confirm the purchase of the license with this user ID. [CLD270-191-XXX]
We were unable to confirm your purchase on your account. Please make sure the product wasn't purchased with a different account.
■Was not able to confirm the opening of "(file name)". If you continue, you will get an error in Adobe Reader. Adobe Reader should be closed, and then please try again. [CPD228]
The following operations may solve the problem. Please try:
- Wait until CPU usage and hard disk drive activities have resolved.
- Start Adobe Reader first, then try opening the product file.
- Close other applications and software as much as possible.
- Check your security software settings.
- If the language of your Adobe Reader is set to anything other than Japanese or English, please change it to either Japanese or English.
Hold the Ctrl key and start Adobe Reader. A dialog box should be displayed allowing you to select the language.
■My product will not display due to copy protection.
If you are using the help desk remote software LAPLINK, an error may be displayed.
Follow the steps below to determine if your LAPLINK is installed on your computer, then try to run your product again after uninstalling LAPLINK.
- Open the control panel
- Select "Programs and Functions" or "Uninstall Program".
- Select LAPLINK (+version name) from the program list.
- When you find LAPLINK, click "uninstall" above the name.
■Failed to start capture protection. [DLSB165-9001-XXX]
The following operations may solve the problem. Please try:
- Restart your OS.
- Close other applications and software as much as possible.
- Check your security software settings. Try adding an exception rule for the product folder/file, or turn off the software temporarily.
- Run DLsite Viewer with administrator privileges.
Right-click on the DLsite Viewer icon and choose Run as administrator.
○Android & iOS
■The authentication server returned an error. (Error code [200])
Please note that both login ID and password are case-sensitive,
If logging in via an external service such as Gmail, Yahoo!, etc., you may not have apssword registrered with DLsite.
In this case, please set up a password via [Change Password].
For products purcahses as a guest before January 9th, 2019, use the inquiry number in the download information email for login ID, and the password written in that email.
* If you register an account after a gust purchase, you can apply to have those purchases moved to your account.