Troubleshooting
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      2. Troubleshooting

      Troubleshoot browser issues

      Are you or your users having issues with your library, such as using certain features or opening books on your browser? Read this article for detailed support.

      Table of Contents

      1. Clear cache and cookies
      2. Incognito mode or private browser
      3. Update device
      4. Update browser
      5. Disable VPN
      6. Disable browser extensions
      7. Try another browser
      8. Try another device
      9. Try another network connection (WiFi or cellular)
      10. Restart device
      11. Next steps, if you're still having trouble

      Clear cache and cookies

      Chrome

      Screenshot 2024-05-17 at 12.43.46

      1. Go to an open or new window and click the 3 vertical dots in the top right corner
      2. Click More Tools > Clear Browsing Data
      3. Choose how far back you want your browsing history cleared (we'd suggest 'All Time')
      4. Check the boxes next to 'Cookies and other site data' and 'Cached images and files'
      5. Click Clear Data

      Firefox

      Screenshot 2024-05-17 at 12.44.26

      1. Go to an open or new window and click the 3 vertical lines in the top right corner

      2. Select Settings -> Privacy and Security panel on the left

      3. Scroll to the Cookies and Site Data section

      4. Click Clear Data

      5. Check the boxes next to 'Cookies and Site Data' and 'Cached Web Content'

      6. Click Clear

      Safari

      Screenshot 2024-05-17 at 12.45.45
      1. In the Safari app on your Mac, choose History in the tab at the top of the screen and then Clear History
      2. Choose how far back you want your browsing history cleared (we'd suggest 'All Time')
      3. Click Clear History

      Incognito mode or private browser

      If you did the previous step you can skip this one!

      Chrome

      • Keyboard Shortcuts:

        • CMMD + Shift + N (on macOS)

        • CTRL + Shift + N (on Windows/Linux)

      1. Manual:

        Screenshot 2024-05-17 at 12.52.26

          1. At the top right of an open Chrome window, click the three dots

          2. Click New Incognito Window

          3. A new window appears. In the top corner, check for the Incognito icon

        Firefox

        • Keyboard Shortcuts:

          • Shift + ⌘ + P (on macOS)

          • Shift + CTRL + P (on Windows/Linux)

        • Manual:

          1. Click on the Firefox Menu in the upper-right-hand corner of the browser

          2. Select New Private Window

        Safari

        • Skip this step if you're using Safari

        Update device

        Mac

        Screenshot 2024-05-17 at 15.26.21

        1. Select 🍎 Apple menu -> System Preferences.
        2. Click Software Update. 

        Tip: You can also click the Apple menu—the number of available updates, if any, is shown next to System Preferences.

        Windows

        Screenshot 2024-05-17 at 15.30.20

        1. Select Start -> Settings.

        2. Update & Security -> Windows Update.

        3. Select Check for updates.

        4. If updates are available, install them.

        Update Browser

        Chrome

        Screenshot 2024-05-17 at 15.33.16

        1. Go to an open or new window and click the 3 vertical dots in the top right corner.

        2. Click Help.

        3. About Google Chrome.

        4. Click Update Google Chrome.

          Important: If you can't find this button, you're on the latest version.

        5. Click Relaunch.

         Firefox

        Screenshot 2024-05-17 at 15.34.16

        1. Click the Menu button. at the right side of the Firefox toolbar, go to Settings, and scroll down to Firefox Updates.
        2. Firefox will check for updates automatically. If an update is available, it will be downloaded.
        3. When the download is complete, click Restart to update Firefox.

        Safari

        Screenshot 2024-05-17 at 15.34.54

        1. Go to System Preferences
        2. Select Software Update.
        3. Wait for your device to check for updates.
        4. If there's an available update, click Upgrade Now.

        Disable VPN

        If you do not use a VPN, please skep this step.

        Disable browser extensions

        If you have already tried opening the book in incognito mode or a private browser, in Chrome or Firefox, you can skip this step.

         Chrome
        Screenshot 2024-05-17 at 15.37.46

        1. At the top right, click the three dots

        2. Select More tools

        3. Select Extensions

        4. Use the toggle next to each extension to temporarily disable them

         Firefox
        Screenshot 2024-05-17 at 15.38.33
        1. Click the Menu button
        2. Click Add-ons and Themes and select Extensions
        3. Click the blue toggle to temporarily disable each extension

        Safari

        Screenshot 2024-05-17 at 15.39.35

        1. Choose Safari
        2. Preferences
        3. Then click Extensions
        4. To turn off an extension, deselect its checkbox

        Try another browser

        Try opening the book(s) in a different browser such as Chrome, Firefox, or Safari.

        Try another device

        Try opening the book(s) on different device, or the mobile app, if you are able to (i.e. a laptop, desktop, phone, or tablet)

        Try another network connection (Wifi or cellular)

        If you have another network connection you can try, or a hotspot, please connect and try to open the book using this connection instead.

        Restart device

        Try restarting your device.

        Next steps, if you're still having trouble

        If none of the above has helped, please submit a customer support ticket through this link with the following information and your Account Manager will get in touch to assist you. Check out this article for more information around customer support tickets. 

        1. Any error messages you see
        2. Title and author of book(s) affected
        3. Screenshot or screen recording of the issue
        4. Device Model Name & Version