Skip to main content
Help Center

The ePlatform App Is Crashing or Not Responding

If the ePlatform app closes unexpectedly, freezes, or stops responding, check your internet connection, install any available app update, and restart the device.

Check your connection

Connect your device to the internet before signing in, browsing, borrowing, synchronising, or downloading titles.

If the app stops responding while opening online content, confirm that your connection is still available and try again.

Close and reopen the app

  1. Close the ePlatform app.
  2. Open the app again.
  3. Confirm that the correct library is selected.
  4. Sign in using your usual account.
  5. Repeat the action that caused the problem.

Update the app

  1. Open the app store used by your device.
  2. Find the ePlatform app.
  3. Install the available update, if one is shown.
  4. Open ePlatform and test it again.

Restart your device

If the app remains unresponsive:

  1. Close the app.
  2. Restart your device.
  3. Reconnect to the internet.
  4. Open ePlatform and try again.

Identify when the problem occurs

Record whether the app crashes or freezes when:

  • opening the app;
  • adding a library;
  • signing in;
  • opening a particular eBook or Audiobook;
  • downloading a title; or
  • using another specific feature.

Test a different title if the problem occurs while reading or listening. This helps determine whether the issue affects one title or the complete app.

Use the web portal if required

If you cannot use the app, you can access your ePlatform library through a supported web browser while the app problem is being investigated.

Need help?

Ask your teacher or librarian if the app continues crashing or freezing.

Library staff can email support@eplatform.co and include:

  • the library name;
  • the affected patron account;
  • the device being used;
  • the action that causes the app to crash;
  • whether the issue affects one or multiple devices; and
  • the error message displayed, if any.