Forums/How-to

Troubleshoot network issues, error messages, and book purchases

Natalie
posted this on September 13, 2012 12:18

 

Troubleshoot Common Network issues Learn how »

Troubleshoot Common Error Messages Learn how »

Troubleshoot book purchases/downloads Learn how »

 

 

 

 

Troubleshoot Common Network Issues

Troubles with a network connection can cause problems logging in, browsing the web, or downloading books. Don't worry--most issues are easily fixed.

If your school has an internet content filter in place, ensure your IT administrator has the following domains unblocked for http or https on both student and teacher accounts:

www.subtext.com

web.subtext.com

link.subtext.com

media.subtext.com

api.subtext.com

adeactivate.adobe.com

books.google.com

www.feedbooks.com

accounts.google.com

encrypted.google.com

encrypted.google.com/books/acs4/auth/StartSession

encrypted.google.com/books/acs4/auth/UpdateSession

IT managers can generally fix these issues by adding the above URLs to their filter's white list or by contacting the outside vendor that runs their content filter.  In addition, you should make sure that .acsm and .epub files aren't being blocked by your school's filter - otherwise users may experience issues downloading books in Subtext.

Remember that if you need assistance, Subtext's support team is here to help. Just contact support@subtext.com and let us know what content filtering system you are using—we are happy to work with you to find a solution that fits with your school's network.

 

 

 

Troubleshoot Common Error Messages 

"You need to install Subtext for your class on Edmodo before proceeding." 

To unlock Subtext's Edmodo login and sharing features, you will first need to install Subtext's free Edmodo app. You can install the app using your Edmodo account here: http://www.edmodo.com/apps-manager#app/218

Note that Edmodo's app store is currently available to a limited number of teachers only. If the link above is not working for you, please contact support@subtext.com and we will request to have your account whitelisted for app store access. 

"There was a problem sharing to your selected groups. Please try again." 

This is most likely caused by either a problem with your iPad's internet connection or a firewall/content blocker installed on your school's network. First check to make sure your iPad is currently connected to the internet. If you continue to have connectivity problems, please read our info on troubleshooting common network issues (above).

 "There was a problem adding this book to/removing this book from your group shelf. Please try again."

This is most likely caused by either a problem with your iPad's internet connection or a firewall/content blocker installed on your school's network. First check to make sure your iPad is currently connected to the internet. If you continue to have connectivity problems, please read our info on troubleshooting common network issues (above).

 "Please check that you entered the proper code and contact your administrator if the problem persists."

You entered an invalid group code—please check to make sure that you are entering the code correctly. If you continue to receive this error, the group might have been deleted by its owner.

"You may not have permission to download this book, or it may not be available for download from your location."

Google Play restricts book downloads in certain countries. If you experience this error, please contact support@subtext.com with your Gmail/Google account name, book title and download location.

"This book is not yet recognized by Subtext, so you won't be able to save your note."

Subtext's server is experiencing problems identifying your book. Please try using a different version of the book or contact support@subtext.com (remember to include the title and author of the book when contacting us).

"Your connection is now offline. Some Subtext features are not available while offline."

This is most likely caused by either a problem with your iPad's internet connection or a firewall/content blocker installed on your school's network. First check to make sure your iPad is currently connected to the internet. If you continue to have connectivity problems, please read our info on troubleshooting common network issues (above).

"The page could not be loaded."

This is most likely caused by either a problem with your iPad's internet connection or a firewall/content blocker installed on your school's network. First check to make sure your iPad is currently connected to the internet. If you continue to have connectivity problems, please read our info on troubleshooting common network issues (above).

"There was a problem submitting your reply. Please try again."

Either the note you are replying to was deleted or Subtext's server is experiencing an error related to this note. Contact support@subtext.com for additional help.

 

 

Troubleshoot book purchases/downloads

1) Not all books offered in Google Play can be read in Subtext. To ensure that it can, scroll down the books' Google Play listing page until you find the section that reads 'Additional Information.' Under the "Features' subsection must be included the words 'flowing text'--if it just reads 'scanned pages,' the book will not open properly in Subtext.

Flowing_Text.png

2) If your school uses Google Apps for Education to manage student emails and you find yourself unable to download free or paid Google Books items onto your bookshelf, please check to make sure that your school's Google Apps admin has enabled books for your students' accounts.  Your IT Administrator can do this by following Google's admin instructions available here. Note that both Wallet and Books need to be enabled for an account to have access to a purchased book. If you continue to have trouble downloading these books or need additional help please contact support@subtext.com.

3) Although Google Books has an extremely large collection, it is not comprehensive. If the title you are looking for is not available through Google Books, you can purchase it from the any of our compatible e-book retailers, then open it to read in Subtext.  

4) Books purchased directly from Google Books, are automatically imported into your Subtext library as long as you've logged in using the same account information.