Overview

This article provides the steps you need to follow when you are not able to open a publication (also known as an e-edition or digital newspaper/magazine), it freezes or you get one of the following behaviors:

• Unable to open the publication (e-edition)
• The publication is freezes
• The publication does not load properly (some parts are not displayed).

Resolution

If a publisher/reader is unable to open/load/download an E-edition, please try the following:

1. Clear the browser cookies
2. Clear browser cache
3. Check if the problem exists when using a different browser or the same browser in incognito/private mode
4. Check if there is enough free space on the device
5. Restart the device

If the problem persists, please open a ticket with Olive Customer Support, providing the following details:

• The URL of the publication you are trying to access.
• The device and operating system you are using.
• The browser and version you are using.
• Reproduction video or screenshots.
• A HAR file for the issue

An agent will contact you to resolve the problem as soon as possible.