Book won't load

Anna Ramos's Avatar

Anna Ramos

02 Mar, 2017 01:27 AM

If I keep having this problem you're never going to have my business
Every single time I have tried to fix the problem doing what others have said to do it has not worked.

  1. 1 Posted by Marlen Garcia on 02 Mar, 2017 04:39 PM

    Marlen Garcia's Avatar

    My book is doing the same thing as the screenshot above. It is only doing it for one book that I'm reading, "Before I Fall", but not the other books I have downloaded.

  2. 2 Posted by Alex Vasquez on 02 Mar, 2017 04:45 PM

    Alex Vasquez's Avatar

    We are sorry you encountered this error. In order to get your ebook to open please archive your book by sending it back to the cloud. Once you do this download the book once more and it should open.

    Our team is investigating the error and hope to have it fixed really soon. Until then archiving the book then reopening will allow you to start reading.

    Thank You

  3. Alex Vasquez closed this discussion on 02 Mar, 2017 04:45 PM.

  4. Nani re-opened this discussion on 02 Mar, 2017 05:00 PM

  5. 3 Posted by Nani on 02 Mar, 2017 05:00 PM

    Nani's Avatar

    I have done this, but the book still will not load. It just shows the thought bubble with lines. The other books are still opening just fine.

    Sent from my iPhone

  6. 4 Posted by Alex Vasquez on 02 Mar, 2017 05:06 PM

    Alex Vasquez's Avatar

    Nanii,

    From this screen with the loading icon tap on the 4 dots in the upper right hand corner. Here use the table of content to jump to another chapter. This should redownload the book. Please let me know if this fixes the error.

    Thank you

  7. Alex Vasquez closed this discussion on 02 Mar, 2017 05:06 PM.

  8. Nani re-opened this discussion on 02 Mar, 2017 05:13 PM

  9. 5 Posted by Nani on 02 Mar, 2017 05:13 PM

    Nani's Avatar

    Yes it worked! Thank you so much! Will this effect how the app measures my reading goal?

    Sent from my iPhone

  10. 6 Posted by Alex Vasquez on 02 Mar, 2017 05:18 PM

    Alex Vasquez's Avatar

    Nanii,

    That's great news. Your words read should not been affected. If you do see anything odd please let me know.

    Thank you

  11. Alex Vasquez closed this discussion on 02 Mar, 2017 05:18 PM.

  12. Nani re-opened this discussion on 02 Mar, 2017 05:59 PM

  13. 7 Posted by Nani on 02 Mar, 2017 05:59 PM

    Nani's Avatar

    The word count keeps resetting after three pages.

    Sent from my iPhone

  14. 8 Posted by Alex Vasquez on 02 Mar, 2017 06:03 PM

    Alex Vasquez's Avatar

    Nanii,

    Are you reading in standard mode or using the speed reader?

  15. Alex Vasquez closed this discussion on 02 Mar, 2017 06:03 PM.

  16. Nani re-opened this discussion on 02 Mar, 2017 06:06 PM

  17. 9 Posted by Nani on 02 Mar, 2017 06:06 PM

    Nani's Avatar

    I'm reading in standard mode

    Sent from my iPhone

  18. 10 Posted by Alex Vasquez on 02 Mar, 2017 06:20 PM

    Alex Vasquez's Avatar

    Nanii,

    I was able to reproduce the error and informed our development team. Once we have an update I will notify you asap.

  19. Alex Vasquez closed this discussion on 02 Mar, 2017 06:20 PM.

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