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      Troubleshooting Tips: iAnnotate 4 App Crashing

      We’ve encountered a few reasons that iAnnotate 4 may crash. Here are a few troubleshooting tips to identify the cause and resolve this quickly.

      FIRST THINGS FIRST – Before Continuing

      Check to make sure your app is updated to the newest version (currently 4.8.14 as of June 2024). If your app is up-to-date, try the following options below:

      Cause 1: Document Indexing Error

      Occasionally a document will encounter a problem indexing. This can be stopped by disabling the setting that allows searching of files by content from the main library. 

      Disable "search local files by content"

      1. Tap the “+” in the top left corner
      2. Tap the gear icon in the top right
      3. Tap “app settings”
      4. Tap “advanced”
      5. Turn “search local files by content” off (appears as grey and toggled to the left)

      This will stop the indexing and should stop the crashing. You will only be able to search file names from the main library at this point. However, full content can still be searched when the document is open.  

       

      Cause 2: Too Many Open Documents

      Do you have too many documents open? 

      Are documents shown as tabs along the top or is there one long orange tab? If you see one long orange tab, then there are likely too many documents open.

      1. Tap on the right side of the tab (either on the page icon or the triangle with an exclamation point) to reveal a drop-down menu.
      2. Close documents by tapping the "x" next to the name until the long orange tab becomes a series of horizontal tabs again.
      3. Then, rotate your iPad's orientation one way so that the screen changes orientation and then turn it back to its original orientation.  

      Note: Document won’t close or save? Check out this help article.

      Cause 3: Corrupted or Broken File

      Is this isolated to one document? 

      If you are only seeing this with one document, then there could be a problem with the document itself. Creating a copy of the document can resolve this issue.

      Make a copy: 

      1. Tap the orange tab of the document to reveal a drop-down menu.
      2. Tap "Open a Copy" 
      3. Work from the copy. 
      4. Once you’ve created the copy, delete the corrupted file by selecting it, tapping the trash icon, and confirming deletion.

       

      Cause 4: Too Many Apps Open in the Background

      Close the apps running in the background on your device to support your device’s processing ability.

      To do this:

      1. Double tap the home button (or swipe up from bottom to mid screen) to reveal all open apps.
      2. Close the apps you are not currently using by swiping them up and off the screen.

      Still Experiencing App Crashes?

      If none of these solutions work or you notice the crashing is being caused by a specific tool or action, then “offload” the app. 

      This deletes the app but preserves the data and puts a "fresh" copy of iAnnotate on your iPad/iPhone.  We've found this often resolves issues that develop between iOS and iAnnotate.


      Offloading iAnnotate:

      1. Open “Settings” on your iOS device.
      2. Navigate to "General."
      3. Tap on "iPad" or "iPhone" Storage.
      4. Scroll down to find iAnnotate and tap on it.
      5. Select "Offload App."
      6. Restart your iPad for a clean slate.

       

      Reinstalling iAnnotate:

      Option 1: If the iAnnotate app icon is on your device's homescreen

      1. Locate the app on your homescreen.
      2. Tap on the app - this will immediately trigger the app to re-download.

      Option 2 - If the iAnnotate app icon is NOT on your devices' homescreen

      1. Navigate to the App Store on your device.
      2. Tap the user icon located in the top right corner.
      3. Choose "Purchased" from the available options.
      4. Search or scroll until you locate the iAnnotate app.
      5. To reinstall, tap the cloud icon to the right of the iAnnotate app.

       

      If you are still experiencing the crashing at this point, please contact help@folia.com and our customer support team will be happy to help troubleshoot further. 

       

      Updated June 2024