This guide should be used if you are experiencing problems with the Olive Tree Bible App on your iPhone/iPad. Each problem is unique, so it’s possible that some of these steps may not be relevant to your particular issue. Follow this guide and only take as many steps as needed to get your issue resolved.
If at any point you feel uncomfortable with the troubleshooting process, please feel free to contact our support team. Include a specific description of the issue you’re having and one of our Customer Support team members will contact you as quickly as possible.
IMPORTANT INFORMATION - SYNC YOUR ANNOTATIONS
Before going through the following suggestions, we recommend that you back up any saved passages, notes, highlights, and/or book ribbons to the Olive Tree Study Sync servers. To do so, follow these steps:
- Tap the Menu icon in the upper left corner.
- Tap 'Sync'.
- If you receive any errors, please refer to the troubleshooting steps in this Study Sync article before proceeding.
RESTART YOUR DEVICE
Please try a simple restart of your device. If it hasn't been turned off in a while, it may exhibit some odd behavior with running certain applications. If you are not familiar with restarting your iOS device, steps are available on Apple's website here.
Open the general Settings application for your device (this is not in the Olive Tree Bible App, but in the Settings app on your device), scroll down until you see the Olive Tree app you have installed, and select the 'On' position for 'Rescan Library'.
Re-open the Olive Tree Bible App. You should see a prompt saying it needs to be re-started. Tap OK and open the app to see if the issue is resolved.
RESET SETTINGS AND LOGIN TO YOUR OLIVE TREE ACCOUNT
Go to the general Settings application for your device and scroll down until you see the Olive Tree app you have installed. Tap on the app, and select 'ON' for 'Reset Settings'.
Open the Olive Tree Bible App again. You will see a prompt saying that the app needs to be re-started. Tap OK and open the app again.
Resetting settings will log you out of your account, so you'll need to log back in. To log into your account:
- Tap the Settings icon.
- Tap Advanced Settings.
- Tap Login / Register at the bottom of the menu and enter your username and password.
Check to see if your issue is resolved.
CHECK FOR UPDATES OF THE OLIVE TREE BIBLE APP
It may be possible that the problem you are encountering was fixed in an update to the program. To check for app updates, open the 'App Store' icon from your device, then select the user profile icon in the top right corner and look for the Olive Tree app under 'Available Updates'. If you find the Olive Tree Bible App you have installed listed, tap 'Update' to update it.
RE-DOWNLOAD YOUR TITLE (if applicable)
Depending on your issue, you may just need to re-download the resource you are having problems with.
Follow these steps to remove and re-download a resource from within the app:
- Tap the Library icon on the toolbar (three-book icon with a cross).
- Confirm you are on the 'Device' tab.
- In the List View, tap the three-dot icon to the right of the title and tap 'Offload'.
- In the Grid View, tap and hold a resource and tap 'Offload'.
Next, download your resource again by following the steps below:
- Tap the Library icon.
- Tap Cloud.
- Locate the title you wish to re-download and tap it to initiate the download.
Contact Our Support Team
It is possible that your app will require further troubleshooting steps than what is listed above. If you are still experiencing the issue, contact our support team and we will be happy to investigate the issue further.
We DO NOT recommend reinstalling the app without being instructed to do so by our Customer Support staff. This can lead to permanent loss of your annotations (notes, highlights, etc.)