Can't download an E-Book on Android

Summary:

1. Simple procedures to clear the issue
2. Last resort procedure: clear and reset the Android app data

Note: Should resolve most patron’s book problems as a last resort.  The goal is to reduce need need to “uninstall or delete app from phone” which can cause problems with previously downloaded books.

When would I need this? 

User cannot download an eBook, after trying all the other solutions below. The problem will look something like this:

 

Simple procedures to clear the issue:

FIRST: Try the following solutions first:

• Verify internet connection: Open Chrome on the phone and try a webpage.
• Try to check out a brand new book from the Catalog.
• If the PIN or Password changed recently, try signing out and back in first.
• Confirm the latest version of SimplyE from the Google Play Store is installed.
  To confirm:
  • go to top left corner “Menu”
  • Tap Settings and check version to verify.

 

Last resort procedure: clear and reset the Android app data

NOTE: The following does not apply for the Apple iOS version of SimplyE.

Steps to CLEAR APP DATA:

1. On the Android phone, go to the General Settings
2. Go to “App Settings”
3. Find and choose SimplyE. From there, select “Storage”:
4. Do the following in the exact order below
   First: Tap “Clear Cache”
   Second: Tap “Clear Storage” / “Clear Data”
5. Re-launch the app, sign in one more time and try to select a title again.

NOTE: Take notice of any change in the error message if it persists. Escalate if needed. (Thank you).