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).
If a publisher/reader is unable to open/load/download an E-edition, please try the following:
- Clear the browser cookies
- Clear browser cache
- Check if the problem exists when using a different browser or the same browser in incognito/private mode
- Check if there is enough free space on the device
- 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.