Appendix D. Troubleshooting
Solutions for problems that may occur while using Handbook X.
Login Issues
Cannot Log In
Symptom: Cannot log in even after entering email and password
Solutions: 1. Verify email and password are correct 2. Check that Caps Lock is off 3. Reset password and try again 4. Check network connection 5. For dedicated servers, verify server URL is correct
"Account Locked" Message
Symptom: Account locked due to too many login attempts
Solutions: 1. Wait before trying again (usually 15-30 minutes) 2. Reset password 3. Contact administrator to unlock
Sync Issues
Books Not Syncing
Symptom: Books not updating, new books not appearing
Solutions: 1. Check internet connection 2. Manual sync (swipe down on screen) 3. Restart app 4. Log out and log back in
"Sync Failed" Message
Symptom: Error occurs during sync
Solutions: 1. Check network connection 2. Connect to Wi-Fi and try again 3. Wait and try again 4. Check storage space
Display Issues
PDF Not Displaying Correctly
Symptom: Layout is broken, characters are garbled
Solutions: 1. Verify PDF file itself is not corrupted 2. Restart app 3. Clear cache (Settings → Storage → Clear Cache) 4. Re-download book
Video Won't Play
Symptom: Video doesn't play, only audio plays
Solutions: 1. Verify video format is supported 2. Update to latest iOS/macOS 3. Restart device 4. Try opening video in another app
Performance Issues
App Running Slowly
Symptom: Screen transitions and operations are slow
Solutions: 1. Close unnecessary apps 2. Restart device 3. Clear cache 4. Delete old books to free storage 5. Update to latest version
App Crashes
Symptom: App suddenly closes
Solutions: 1. Update app to latest version 2. Update iOS/macOS to latest version 3. Delete and reinstall app 4. If problem continues, submit feedback
Editing Issues
Cannot Edit Books or Sections
Symptom: Edit button is disabled or editing operations don't work on books/sections you have edit permission for
Solutions:
1. Check if the book is downloaded (local mode)
2. If in cloud reference mode (
icon), tap the book to download it
3. After download completes (
icon), try editing again
Note: Even with edit permission, you cannot edit a book unless it is in local mode (downloaded). This is by design.
Contact Support
If the above solutions don't resolve the issue:
- Select "Feedback" from the side menu
- Describe the problem in detail and submit
- Attach screenshots if possible
Information Needed for Support
- Device model and OS version
- Handbook X version
- Detailed problem description
- Steps to reproduce the problem
- Error messages (if displayed)
Previous Appendix: Appendix C. Keyboard Shortcuts (Mac)