iPhone/iPad - Troubleshooting and Support

Basic Troubleshooting Steps

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'.

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: http://support.apple.com/kb/HT1430?viewlocale=en_US&locale=en_US

RESCAN LIBRARY
Go into the general Settings application for your device (this is not in the Olive Tree Bible App, but under the Settings app on your iOS 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
If a reboot or rescan does not solve the issue, please try a settings reset:

Go into the general Settings application for your device, scroll down until you see the app that is installed, and select the 'On' position for 'Reset Settings'.

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.

Next, re-enter your username and password. To do so, tap the Menu icon in the upper left corner, then select Login/Register and type in your username (usually an email address) and password. Tap 'Login'. 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'.

RE-DOWNLOAD YOUR TITLE (if applicable)
Depending on your issue, you may just need to re-download the resource you are having problems with. To do so:

  • Tap the Library icon on the toolbar (three-book icon with a cross).
    • In the List View, tap the three-dot icon to the right of the title and tap 'Remove and Archive'.
    • In the Grid View, tap and hold a resource and tap 'Remove and Archive'.
  • Tap the Store icon on the toolbar (shopping cart).
  • Tap the Purchased tab at the bottom of the screen.
  • Find the same resource and tap Download.
  • Tap Open to view the book and see if the problem has been fixed.

Contact Our Support Team

It is possible that your app will require further troubleshooting steps than what is listed above. Please contact our support team so that they can assist you with the issue you are experiencing.

We DO NOT recommend reinstalling the app without being told to do so by our support staff. This can lead to permanent loss of your annotations. 

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