Clear Cache and Cookies
If you do not wish to do this step, skip to the next step for an alternative.
Chrome
Go to an open or new window and click the 3 vertical dots in the top right corner
Click More Tools > Clear Browsing Data
Choose how far back you want your browsing history cleared (we'd suggest 'All Time')
Check the boxes next to 'Cookies and other site data' and 'Cached images and files'
Click Clear Data
Firefox
Go to an open or new window and click the 3 vertical lines in the top right corner
Select Settings -> Privacy and Security panel on the left
Scroll to the Cookies and Site Data section
Click Clear Data
Check the boxes next to 'Cookies and Site Data' and 'Cached Web Content'
Click Clear
Safari
In the Safari app on your Mac, choose History in the tab at the top of the screen and then Clear History
Choose how far back you want your browsing history cleared (we'd suggest 'All Time')
Click Clear History
Incognito Mode, or Private Browser
If you did the previous step you can skip this one!
Chrome
Keyboard Shortcuts:
CMMD + Shift + N (on macOS)
CTRL + Shift + N (on Windows/Linux)
Manual:
At the top right of an open Chrome window, click the three dots
Click New Incognito Window
A new window appears. In the top corner, check for the Incognito icon
Firefox
Keyboard Shortcuts:
Shift + ⌘ + P (on macOS)
Shift + CTRL + P (on Windows/Linux)
Manual:
Click on the Firefox Menu in the upper-right-hand corner of the browser
Select New Private Window
Safari
Skip this step if you're using Safari
Update Device
Mac
Select 🍎 Apple menu -> System Preferences.
Click Software Update. .
🪄 Tip: You can also click the Apple menu—the number of available updates, if any, is shown next to System Preferences.
Windows
Select Start -> Settings.
Update & Security -> Windows Update.
Select Check for updates.
If updates are available, install them.
Update Browser
Chrome
Go to an open or new window and click the 3 vertical dots in the top right corner.
Click Help.
About Google Chrome.
Click Update Google Chrome.
Important: If you can't find this button, you're on the latest version.
Click Relaunch.
Firefox
Click the Menu button. at the right side of the Firefox toolbar, go to Settings, and scroll down to Firefox Updates....
Firefox will check for updates automatically. If an update is available, it will be downloaded.
When the download is complete, click Restart to update Firefox.
Safari
Go to System Preferences
Select Software Update.
Wait for your device to check for updates.
If there's an available update, click Upgrade Now.
Disable VPN
If you do not use a VPN, please skep this step.
Disable Browser Extensions
If you have already tried opening the book in incognito mode or a private browser, in Chrome or Firefox, you can skip this step.
Chrome
At the top right, click the three dots
Select More tools
Select Extensions
Use the toggle next to each extension to temporarily disable them
Firefox
Click the Menu button
Click Add-ons and Themes and select Extensions
Click the blue toggle to temporarily disable each extension
Safari
Choose Safari
Preferences
Then click Extensions
To turn off an extension, deselect its checkbox
Try Another Browser
Try opening the book(s) in a different browser such as Chrome, Firefox, or Safari.
Try Another Device
Try opening the book(s) on different device, or the mobile app, if you are able to (i.e. a laptop, desktop, phone, or tablet)
Try Another Network Connection (WiFi or cellular)
If you have another network connection you can try, or a hotspot, please connect and try to open the book using this connection instead.
Restart Device
Try restarting your device.
Next steps, if you're still having trouble
If you haven't already, please send the following to the Customer Support member assisting you and we can take it from there to get this sorted for you:
Any error messages you see
Title and author of book(s) affected
If you have any thoughts on how this article could be more of help to you, please let the Customer Support member you're chatting with know and we'll be glad to look into it!