iPhone – Troubleshooting

This guide should be used if you are experiencing problems with the Olive Tree application on your iPhone, iPad, or iPod. Each problem is unique, so it’s possible that some of these steps may not be relevant to your particular issue. However, these are the steps that our support team would take to cover all possible angles of the issue. Follow this guide and only take as many steps as needed to get your issue resolved.

If at any point you feel uncomfortable with the troubleshooting process then please feel free to contact our support team at support@olivetree.com. Include a specific description of the issue you’re having and one or our support members will contact you as quickly as possible.

If possible, sync your annotations before continuing with troubleshooting steps. You will need an Olive Tree account to sync your account.

1. Restart your device.

Hold the ‘Lock Screen’ button until you see a prompt that says ‘slide to power off’. Wait for the device to power off completely and then turn it back on. Simply locking the screen does not actually power the device off. If you aren’t sure how to restart your device, instructions are available on Apple’s website here: http://support.apple.com/kb/HT1430?viewlocale=en_US&locale=en_US

2. Reset the Olive Tree settings.

Go into general settings application for your device, and scroll down until you see settings for the reader that is installed, and select ‘ON’ for ‘Reset Settings’.

Re-open the Bible Study App. You will see a prompt saying it needs to be re-started.

Tap OK and open the app to see if the issue is resolved.

If you are not prompted to restart the app during step 2 or 3, return to your Home screen and manually close the Olive Tree app:

From the device’s Home screen

Double tap the Home button to reveal the “Fast App” menu.

Select the Bible Study app icon and then hold your finger on it until it shakes and displays a red negative sign on the upper left of the icon.

Then tap the red negative sign and the icon will disappear.

Then close the fast app bar and find the Bible Study icon from the main screen

Tap it and open the application to see if the problem is resolved.

3. Check for available app updates

We push out updates to add features, fix bugs, and improve performance. It’s possible that the problem may be fixed in the current version of the app if you are using an older version.

You can check for updates by opening the App Store, and then tapping the ‘Updates’ tab. If you do not see an update available for Olive Tree then you are using the latest version.

4. Make sure you are signed into your Olive Tree account

Open the Olive Tree app and tap on the Settings icon (A*). Next, tap on ‘Advanced Settings’. At the bottom of the ‘Advanced Settings’ menu, tap on the ‘Account’ button. This will expose the login screen where you can enter in your Olive Tree account information.

Enter in your account credentials and tap the ‘Login’ button. Once the account is validated, you will see “Success!” displayed momentarily before the login page is minimized.

Note: Your Olive Tree account is separate from your Apple ID.

5. Re-download the resource(s) that are exhibiting problems

If you are experiencing problems with a specific resource (NIV, ESV, KJV, etc.) then you may need to re-download that resource. Downloading a resource also ensures that it is the latest version of that resource.

Open the Olive Tree app, tap on ‘Library’, tap on ‘Store’, tap on ‘Purchased’. From this page, you can tap on the corresponding buttons to initiate a fresh download. Even if the button says ‘Installed’ you can tap on it to start a new download.

6. Re-install the application

The last resort for troubleshooting is to remove and reinstall the application. Please keep in mind that this will delete the application and all data associated with it. Make sure that your annotations are synced to your Olive Tree account prior to removing the app. To sync, tap “My Stuff” (briefcase icon,) then “Sync.” Additionally, you will need to re-download any resources you had previously purchased/downloaded.

To remove the application, find the Olive Tree app icon and tap and hold on it until it begins to shake. This will expose a red, negative sign in the corner of the app icon. Tap on this negative sign. You will be prompted to confirm the app removal. Confirm the removal.

To download the app again, tap the App Store icon, search for ‘Olive Tree’. From the results, download the app that you had previously installed.

Still having problems?

Submit a support ticket so one of our support members can provide you with further instructions. Be sure to include a specific description of the problem you’re experiencing so they can provide you with the most relevant information possible.

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