16. Troubleshooting and common questions

Uploading

My upload has been "processing" for a long time. Large files, especially audiobooks, take longer. The list updates by itself when processing finishes, so you do not need to reload. If a publication is still processing after an hour, contact support.

My upload says, "Failed" or "Quarantined". Hover over the icon next to the title to read the message (see Processing and failed uploads). A quarantined file was flagged by the virus scanner. You cannot delete failed or quarantined uploads yourself; contact support to have them removed.

Some files were ignored, or I can't add an audio file by drag and drop or Google Drive. Drag and drop and Google Drive accept EPUB and PDF files only; other file types are skipped. Use Upload Publication for audiobooks (.lpf files).

I can't upload any more publications. Your workspace may have reached its plan's publication limit. Ask an admin to upgrade to a bigger plan under Settings → Subscription. See Plans.

Nothing happens when I click Google Drive. Your browser has probably blocked the pop-up window. Allow pop-ups for studio.cirrusreader.com and try again.

Editing publications

I can't change the title, author, description or language. These come from the publication's file. Upload a corrected file as a new edition.

My cover or metadata changes disappeared. Cover, metadata and sample changes are only saved when you click Save Publication Data at the bottom of the Properties panel. Clicking Confirm Metadata in the Edit Metadata dialog does not save on its own. See The Properties panel and how saving works.

Assigning a collection removed my publications from other collections. Assign Collection replaces the collections of all selected publications. See Add publications to collections.

"Preview Sample in Reader" is greyed out. It only works when some, but not all, chapters or pages are ticked on the Sample tab.

Readers and your website

The reader preview says, "No publication loaded". You have not chosen a preview publication. See Choose the preview publication.

The reader preview, or View Publication, just shows a spinning circle. The publication could not be loaded, but Cirrus Reader Studio does not show an error. Close the window, check that the publication has finished processing and try again. If it keeps happening, contact support.

The reader does not appear on my website. Check:

1. The page's domain is in the Reader Instance's Permitted Domains and in exactly the right form. example.com and www.example.com are different domains. See Domains.
2. The publication is Live.
3. The website has the latest embed code. Every time you save a Reader Instance, the code changes. See Re-copy the code after every change.
4. If the instance uses Pre Authentication, your web team has set up the token request with a working, Active API key.
5. Your plan's data transfer allowance has not run out (see the Dashboard).

Readers can see the whole publication, but I only wanted a sample. Check that Is Sample Instance is turned on for the Reader Instance on that page, and that you saved it and updated the embed code.

My palette changes did not stick. Previewing a palette, or changing its colours, also makes it the default palette. Before you click Save Reader, look at Default Palette on the Theme tab and set it back if needed.

A domain I typed in the Reader editor now appears on the Domains page. That is expected: typing a new domain into Permitted Domains adds it to your workspace's domain list.

Deleting

I can't delete a domain. It is used by a Reader Instance. Remove it from that instance's Permitted Domains first. The domain's Reader Instances tab shows which instances use it.

I can't delete a font, logo, image or icon. It is used by a Reader Instance. Check Used by in its Properties panel and remove it from those instances first.

I can't delete a metadata field. Archive it first; only archived fields that are not in use can be deleted.

I can't delete a Reader Instance. It is the default instance. Make another instance the default with Use for internal reading, then try again.

Account and access

I was signed out unexpectedly. Cirrus Reader Studio signs everyone out when it is updated to a new version. Sign in again. You may need to switch back to the right workspace.

I can't see Subscription or Usage in Settings. Those tabs are only for admins. Ask an admin of your workspace.

Everything except Dashboard and Settings has disappeared. Access to the workspace is restricted because of a billing problem. See When access is restricted.

I can't invite anyone. Inviting needs an active paid plan, and you must be an admin. During a trial, an admin must choose a plan first.

My invitation link does not work. Invitations expire after 7 days and can only be used once. Ask the workspace admin to send a new one.

A page shows just a number, such as "404" or "500", and a short message. The page could not be found or something went wrong. Use the browser's back button, or go to studio.cirrusreader.com to return to the Dashboard. If it keeps happening, contact support.

The cookie notice keeps coming back. Opt out only closes the notice for the current visit. Choosing Accept stops it appearing.

I've lost my authenticator app. Contact support to regain access to your account.

I lost an API key. The full key is only shown once. Create a new key, give it to whoever needs it, then delete the old one.