Can't download an eBook 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:

Screen_Shot_2018-11-27_at_8.25.22_AM.png

 

Simple procedures to clear the issue

FIRST: Try the follwoing 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).










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