Appendix C. Troubleshooting
Problems that may occur while using Handbook X and their solutions.
Login Issues
Cannot Login
Symptom: Cannot login even with correct email and password
Solutions: 1. Verify email address 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 a while before retrying (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. Manually sync (click refresh button) 3. Restart app 4. Logout and login again
"Sync Failed" Message
Symptom: Error during sync
Solutions: 1. Check network connection 2. Retry on stable network 3. Wait and try again 4. Check storage space
Download Stops Midway
Symptom: Book download doesn't complete
Solutions: 1. Check network connection 2. Retry on stable network 3. Check storage space 4. Right-click book → "Re-download"
Display Issues
PDF Not Displaying Correctly
Symptom: Layout broken, garbled text
Solutions: 1. Verify PDF file itself is not corrupted 2. Restart app 3. Clear cache (Settings → Content Cache → Clear) 4. Re-download book
Images Not Displaying
Symptom: Images not showing in image sections
Solutions: 1. Verify book is completely downloaded 2. Restart app 3. Re-download book
Video Not Playing
Symptom: Video won't play, only audio plays
Solutions: 1. Verify video format is supported 2. Update Windows to latest version 3. Restart PC 4. Verify required codecs are installed
Performance Issues
App Running Slowly
Symptom: Screen transitions and operations are sluggish
Solutions: 1. Close unnecessary apps 2. Restart PC 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 Windows to latest version 3. Uninstall and reinstall app 4. If problem continues, send feedback
Memory Error
Symptom: "Insufficient memory" message
Solutions: 1. Close other apps 2. Restart PC 3. Split large PDFs for display 4. Delete unused books
Storage Issues
"Insufficient Storage" Message
Symptom: Cannot download new books
Solutions: 1. Delete unnecessary books 2. Clear cache 3. Delete other apps and data 4. Check disk free space
Cannot View Content Offline
Symptom: Cannot open books without network
Solutions: 1. Verify book is downloaded (check sync icon) 2. Pre-download books while online 3. Web sections cannot be viewed offline
Editing Issues
Cannot Edit Books or Sections
Symptom: Edit button disabled on books/sections you have edit permissions for
Solutions:
1. Verify book is downloaded (local mode)
2. If cloud reference (
icon), click book to download
3. After download completes (
icon), try editing again
Note: Even with edit permissions, editing is not possible unless book is in local mode (downloaded). This is by design.
Other Issues
Cannot Scan QR Codes
Symptom: Camera won't read QR codes
Solutions: 1. Check camera access permission (Windows Settings → Privacy → Camera) 2. Ensure QR code has sufficient lighting 3. Center QR code on screen 4. Verify QR code is not damaged 5. Verify webcam is working properly
Access Code Invalid
Symptom: Access code not accepted
Solutions: 1. Verify code is entered correctly 2. Check code expiration 3. Check case sensitivity 4. Verify valid code with administrator
App Won't Start
Symptom: App doesn't launch when icon is clicked
Solutions: 1. Restart PC 2. Run app as administrator 3. Check for Windows updates 4. Uninstall and reinstall app 5. Check if antivirus is blocking
Contacting Support
If problems persist after trying above solutions:
- Select "Feedback" from side menu
- Describe the problem and submit
- Attach screenshots if possible
Or contact support via the support website.
Information Needed for Support
- PC specs (CPU, memory, OS)
- Windows version
- Handbook X version
- Detailed problem description
- Steps to reproduce problem
- Error messages (if any)
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