Forums/How-to
Troubleshooting login, web & book issues
Natalie
posted this on September 13, 2012 12:18
Troubleshooting Book Download Issues:
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.
Troubleshooting Common Network Issues:
If teachers or students on your campus are experiencing problems logging in, browsing the web or downloading books, these may be the result of network issues. Luckily these are usually relatively easy to fix.
If your school has an internet content filter in place, your IT administrator needs to make sure that the following domains are not blocked for http or https on both student and teacher accounts:
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.
Troubleshooting Common Error Messages:
"You need to install Subtext for your class on Edmodo before proceeding."
"There was a problem sharing to your selected groups. Please try again."
"This book is not yet recognized by Subtext, so you won't be able to save your note."
"Your connection is now offline. Some Subtext features are not available while offline."
"The page could not be loaded."
"There was a problem submitting your reply. Please try again."
"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. Learn More >
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. Learn More >
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.
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. Learn More >
"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. Learn More >
"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.