Skip to main content
Help Center

eBooks or Audiobooks Aren’t Displaying in the Web Portal

If titles that should be available are missing from the ePlatform web portal, the browser may be displaying outdated cached data.

Clear the browser’s cached files and cookies so the portal can load the latest information.

Google Chrome

  1. Select the three vertical dots in the top-right corner.
  2. Go to Settings → Privacy and security.
  3. Select Delete browsing data.
  4. Select Cookies and other site data and Cached images and files.
  5. Set the time range to All time.
  6. Select Delete data.
  7. Return to ePlatform and sign in again.

Microsoft Edge

  1. Select the three horizontal dots in the top-right corner.
  2. Go to Settings → Privacy, search, and services.
  3. Under Clear browsing data, select Choose what to clear.
  4. Select Cookies and other site data and Cached images and files.
  5. Set the time range to All time.
  6. Select Clear now.
  7. Return to ePlatform and sign in again.

Safari on Mac

  1. From the top menu, select Safari → Settings or Preferences.
  2. Open the Privacy tab.
  3. Select Manage Website Data.
  4. Select Remove All.
  5. Confirm by selecting Remove Now.
  6. Return to ePlatform and sign in again.

If titles are still missing

Check whether:

  • search or browsing filters are hiding the title;
  • the title is part of your school’s collection;
  • the title is currently visible to patrons;
  • the title has expired or been removed; or
  • age or year-level restrictions apply to the patron account.

Checks for administrators

  1. Search for the title in the ePlatform Admin area.
  2. Confirm that it is part of the library’s current catalogue.
  3. Confirm that it is visible to patrons.
  4. Check whether the title has expired.
  5. Open the affected account from Admin area → Patrons.
  6. Check the patron’s age, date of birth, and year-level information.
  7. Review any restrictions applied to the title.

Need help?

If the titles remain missing, email support@eplatform.co.

Include:

  • the library name and portal URL;
  • the missing title and ISBN;
  • the affected patron account;
  • the browser being used;
  • whether clearing cached data changed the result; and
  • whether one or multiple patrons are affected.