The table below shows common issues and error messages, possible solutions, and the best contact for more information. We’re always happy to help you, so if the issue persists, email email@example.com.
|Issue or error message||Solution|
|Issues with accessing your Inkling library.||Ensure that you have downloaded and are using the Inkling Axis app for mobile devices, and not the Inkling app for eBooks. The image below shows the Inkling Axis icon on the right.
If you have installed the Inkling app for eBooks, remove it from the device and install the Inkling Axis app.
|You aren’t receiving password reset emails.||
|Issues with using the desktop or mobile apps, and the issues seem specific to your device.||If other Axis users in your organization aren't experiencing similar issues, you may need to reinstall the Axis app.
|Axis app crashes.||If your OS or the app is outdated, Axis may crash.
|Issues with using the mobile apps; a mobile app seems to have less functionality than the web app, like not loading videos or audio.||
|You are periodically logged out of the app. Generally, this occurs every 30 days.||Inkling Axis authentication functionality verifies account access to the platform generally every 30 days for account security.|
|When you log out and log back into an app, your downloaded Inkdocs are no longer available on a device.||This is a content security feature set by your organization. You must download your Inkdocs again every time you log into the app.|
|Error message: Book already in use||This is a content security feature set by your organization.
This error indicates that the Inkdoc is active on more devices than your organization allows. You must log out of Inkling on one or more devices to fix this issue.
|You added highlights and notes to your Inkdoc, and some or most of them no longer appear.||This generally means that your organization deleted the content associated with your highlights and notes, and republished the Inkdoc.|
|You want to print out Axis content, or your notes and highlights, but don’t see a Print icon.||You can’t print any Axis content from either a desktop or a mobile app. This restriction includes notes and highlights that you’ve added to an Inkdoc.|
|While copying content, you receive a message that you’ve met or exceeded the daily limit.||This is a security policy set by your organization to protect against content theft. Wait 24 hours and try again.|
|You believe your account has been compromised.||Contact Inkling Support as soon as possible. We’ll immediately suspend the account and help you regain control of it.|
|Error message: Maximum limit has been reached.||You can only be actively logged into a maximum of two devices. If you forgot to log out of Axis before uninstalling the app or resetting the device to the factory default settings, contact us to clear your login status.|