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EchoInk: Troubleshoot common issues

Truitt Allen
  • Updated

The table below shows common issues and error messages, possible solutions, and the best contact for more information. We’re always happy to help you, so if the issue persists, email support@echo360.com.

Issue or error message Solution
Issues with accessing your EchoInk library. Ensure that you have downloaded and are using the EchoInk app for mobile devices, and not the eBooks by EchoInk app. The image below shows the EchoInk icon on the right.
Screen_Shot_2018-05-01_at_1.20.18_PM.png

If you have installed the eBooks by EchoInk app, remove it from the device and install the EchoInk app.
You aren’t receiving password reset emails.
  • Contact your EchoInk administrator and verify that the email address in your EchoInk profile is correct.
  • Check the spam folder of your email program if any email from EchoInk was automatically marked as spam.
  • Check that your email program can receive emails from *inkling.com.
Issues with using the desktop or mobile apps, and the issues seem specific to your device. If other EchoInk users in your organization aren't experiencing similar issues, you may need to reinstall the EchoInk app.
  1. Delete the EchoInk app.
  2. Check for any OS updates and update to the latest version.
  3. Restart the device.
  4. Re-download the EchoInk app.
  5. Check to see if the issues are resolved. If not, please contact us.
EchoInk app crashes. If your OS or the app is outdated, the EchoInk app may crash.
  1. Delete the EchoInk app.
  2. Check for any OS updates and update to the latest version.
  3. Restart the device.
  4. Re-download the EchoInk app.
  5. Check to see if the issues are resolved. If not, please contact us.
Issues with using the mobile apps; a mobile app seems to have less functionality than the web app, like not loading videos or audio.
  1. Delete the Inkdoc in the app.
  2. Delete the EchoInk app.
  3. Check for any OS updates and update to the latest version.
  4. Restart the device.
  5. Re-download the EchoInk app.
  6. Re-download the Inkdoc.
  7. Check to see if the issues are resolved.
You are periodically logged out of the app. Generally, this occurs every 30 days. EchoInk authentication functionality verifies account access to the platform generally every 30 days for account security.
When you log out and log back into an app, your downloaded Inkdocs are no longer available on a device. This is a content security feature set by your organization. You must download your Inkdocs again every time you log into the app.
Error message: Book already in use This is a content security feature set by your organization. 
This error indicates that the Inkdoc is active on more devices than your organization allows. You must log out of EchoInk on one or more devices to fix this issue.
You added highlights and notes to your Inkdoc, and some or most of them no longer appear. This generally means that your organization deleted the content associated with your highlights and notes, and republished the Inkdoc.
You want to print out EchoInk content, or your notes and highlights, but don’t see a Print icon. You can’t print any EchoInk content from either a desktop or a mobile app. This restriction includes notes and highlights that you’ve added to an Inkdoc.
While copying content, you receive a message that you’ve met or exceeded the daily limit. This is a security policy set by your organization to protect against content theft. Wait 24 hours and try again.
You believe your account has been compromised. Contact EchoInk Support as soon as possible. We’ll immediately suspend the account and help you regain control of it.
Error message: Maximum limit has been reached. You can only be actively logged into a maximum of two devices. If you forgot to log out of EchoInk before uninstalling the app or resetting the device to the factory default settings, contact us to clear your login status.