Appendix C. Troubleshooting

Common issues and solutions you may encounter while using Handbook X.

Cannot Log In

Symptom: Cannot log in even after entering email address and password

Solution: 1. Verify that your email address and password are correct 2. Make sure Caps Lock is off 3. Reset your password and try again 4. Check your network connection 5. For dedicated servers, confirm the server URL is correct

Symptom: Login via Google account does not complete

Solution: 1. Check that Google Play Services is up to date 2. Check the Google account settings on the device 3. Check your internet connection 4. Clear the app cache (Android Settings → Apps → Handbook X → Storage → Clear Cache) 5. Restart the app and try again

"Account Has Been Locked" Message

Symptom: Account has been locked due to too many login attempts

Solution: 1. Wait a while and try again (usually 15–30 minutes) 2. Reset your password 3. Contact your administrator to request an unlock

Sync Issues

Books Not Syncing

Symptom: Books are not updating; new books are not appearing

Solution: 1. Check your internet connection 2. Manually sync (tap the refresh button) 3. Restart the app 4. Log out and log back in

"Sync Failed" Message

Symptom: An error occurred during sync

Solution: 1. Check your network connection 2. Retry on a Wi-Fi network 3. Wait a while and try again 4. Check available storage space

Download Stalls Partway

Symptom: A book download does not complete

Solution: 1. Check your network connection 2. Retry on a Wi-Fi network 3. Check available storage space 4. Restart the app and try again

Display Issues

PDF Does Not Display Correctly

Symptom: Layout is broken, characters are garbled

Solution: 1. Verify the PDF file itself is not corrupted 2. Restart the app 3. Clear the cache (Settings → Content Cache → Clear) 4. Re-download the book

Images Not Displaying

Symptom: Images do not appear in image sections

Solution: 1. Confirm the book is fully downloaded 2. Restart the app 3. Re-download the book

Video Does Not Play

Symptom: Video does not play, or only audio plays

Solution: 1. Check that the video file format is supported (see Supported File Formats) 2. Update Android OS to the latest version 3. Restart the device 4. Verify the device hardware supports the video codec

Camera Issues

Camera Does Not Launch

Symptom: Camera does not open when selecting photo or video capture

Solution: 1. Check that camera permission is granted (Android Settings → Apps → Handbook X → Permissions → Camera) 2. Make sure no other app is using the camera 3. Restart the device 4. Reinstall the app

QR Code Cannot Be Scanned

Symptom: QR code is not recognized during scanning

Solution: 1. Check that camera permission is granted 2. Ensure the QR code is well-lit 3. Center the QR code in the camera frame 4. Confirm the QR code is not damaged

Notification Issues

Push Notifications Not Arriving

Symptom: Notifications for workgroup invitations or messages are not received

Solution: 1. Check that Handbook X notifications are enabled in Android settings 2. Exclude Handbook X from battery optimization (Settings → Battery → Battery Optimization → Handbook X → Don't Optimize) 3. Check that background execution is allowed 4. Check that Google Play Services is working properly 5. Restart the app

Note: On some manufacturers' devices (Huawei, Xiaomi, OPPO, etc.), proprietary power-saving features may restrict notifications. Disable notification restrictions in each manufacturer's settings.

Performance Issues

App Running Slowly

Symptom: Screen transitions and actions are slow to respond

Solution: 1. Close unnecessary apps 2. Restart the device 3. Clear the cache 4. Delete old books to free up storage 5. Update to the latest version

App Crashes

Symptom: The app terminates unexpectedly

Solution: 1. Update the app to the latest version 2. Update Android OS to the latest version 3. Clear the app data (Android Settings → Apps → Handbook X → Storage → Clear Data) 4. Uninstall and reinstall the app 5. If the issue persists, submit feedback

Out of Memory Error

Symptom: "Insufficient memory" message is displayed

Solution: 1. Close other apps 2. Restart the device 3. Split large PDFs into smaller files for viewing 4. Delete unused books

Storage Issues

"Insufficient Storage" Message

Symptom: Cannot download new books

Solution: 1. Delete unnecessary books 2. Clear the cache 3. Delete other apps or data 4. Check the available space on the device

Content Not Available Offline

Symptom: Cannot open books when there is no network

Solution: 1. Confirm the book has been downloaded (check the sync icon) 2. Pre-download books while online 3. Web sections cannot be viewed offline

Purchase Issues

In-App Purchase Does Not Complete

Symptom: Subscription purchase fails partway

Solution: 1. Check the payment information in the Google Play Store 2. Update Google Play Services to the latest version 3. Check your internet connection 4. Clear the Google Play Store cache 5. Refer to the Google Play Help Center

Editing Issues

Cannot Edit Books or Sections

Symptom: Edit button is disabled or editing operations fail on books or sections you have editing permissions for

Solution: 1. Check that the book is downloaded (in local mode) 2. If in cloud reference mode ( icon), tap the book to start the download 3. After the download completes ( icon), try editing again

Note: Even with editing permissions, you cannot edit a book unless it is in local mode (downloaded). This is by design.

Other Issues

Access Code Shows as Invalid

Symptom: Access code is not accepted

Solution: 1. Verify the code is entered correctly 2. Check the code's expiration date 3. Check for case sensitivity 4. Confirm the valid code with the administrator

App Does Not Launch

Symptom: Nothing happens when tapping the app icon

Solution: 1. Restart the device 2. Clear the app cache 3. Check for Android OS updates 4. Uninstall and reinstall the app 5. Check available storage space

Contacting Support

If the above solutions do not resolve your issue:

Select "Feedback" from the side menu
Describe the problem in detail and submit
Attach a screenshot if possible

Alternatively, contact us through the support website.

Information Needed When Contacting Support

Device model name
Android version
Handbook X version
Detailed description of the problem
Steps to reproduce the issue
Error messages (if displayed)

Previous appendix: Appendix B. Touch Gestures

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