I had a book downloaded to the Libby app, so why won't it open when I'm offline?
Last Updated: Feb 12, 2019     Views: 2

I had a book downloaded to the Libby app, so why won't it open when I'm offline?

When you're connected to the internet, Libby stores the most current information available for future offline use. The trouble you've mentioned typically happens when that information becomes corrupted or irretrievable.

The best way to fix this issue is to connect to the internet one more time and reopen the app. Once you do, you should be able to disconnect again and continue using it offline. Sometimes, miscommunication between your device and Libby can cause Libby to appear offline or cause trouble when opening. You can try to fix this problem using these steps:

  1. Open Libby.

  2. Without leaving Libby, turn on airplane mode. 

  3. Wait a moment for your device to disconnect from the internet. 

  4. Turn airplane mode off.

  5. Check to see if Libby is back online.

If Libby doesn't load after you connect to the internet and you've tried the steps above, try these troubleshooting steps:

  1. Tap Retry
    If the app doesn't load, continue to step 2. 

  2. Clear the cache:
    *On the "Technical difficulties" page, tap Clear Cache.
    *Close the Libby app completely by swiping up from your app switcher. 
    *Open Libby and see if your issue is resolved. If not, continue to step 3. 

  3. Power off your device completely and turn it back on. 
    *Hold the Wake/Sleep or side button until the "slide to power off" slider appears.
    *Turn off your device. 
    *Hold the Wake/Sleep or side button to restart your device.
    *Open Libby and see if your issue is resolved. If not, continue to step 4.

  4. Reset the app. 

Note: This step will remove all your app data from your device, so you'll need to completely set up Libby again. You won't lose your loans and holds (they'll re-download once you add your library cards), but you'll lose your tags and any activity on your activity timeline.

*On the "Technical difficulties" page, tap Reset Application.
*Close the app.
*Open Libby and see if your issue is resolved.

Last Updated: Feb 12, 2019     Views: 2

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