General problem-solving steps

If you're having trouble with Sora (like the app crashing or problems reading books), try one or more of the steps below.

• Make sure you have an internet connection (if you're trying to do anything other than read or listen to a downloaded book).

• App only: Make sure you're using the latest version of Sora. Check your app store for updates.

• Browser only: Open Sora in a different web browser.

• Restart your device.

• Sign out of Sora and sign back in.

• If you're having trouble reading or listening to a book in the app or a web browser that allows downloads:

  1. Go to .

  2. Select Loans.

  3. Click or tap the icon under the title (either or ).

  4. Click or tap the option that's not already selected.
     
     If you switch to Stream (when online), make sure to select Yes, delete download when prompted.

  5. Open the book again.

If you try all these steps and still have trouble, ask a teacher for more help.

If you can't borrow a book, there are a few possible reasons:

• All the copies of the book are checked out. You can place a hold instead to get the book when it's available.

• You're at your loan limit. You'll need to return a book or wait for one to expire before you can borrow another book. To find out what your loan limit is, ask your teacher.

• The book isn't available for your type of account. Your school decides what type of account you have, and what books you can get with it. If you think you should have access to the book, talk to your teacher.

If you can't return a book, it's probably assigned to you. Your school decides how long you have assigned books.

If you can't renew a book, there are a few possible reasons:

• Someone else has the book on hold. You can place it on hold too, and borrow it again when it's available.

• You sent the book to Kindle. You can place a hold and borrow the book again after it expires. If other people have the book on hold, you'll have to wait until it's available.

• The book is assigned to you. Your school decides how long you have assigned books.

If you can't send an ebook to Kindle (U.S. only), there are a couple possible reasons:

• The ebook isn't available for Kindle. To check:

  1. Click or tap the book's cover to see its details screen.

  2. Select More details.

  3. Look for "Supports: Kindle (U.S. only)."
     

• The ebook is available for Kindle but doesn't work with all Kindle devices or Kindle apps. This is common with picture books and comic books.

If you can't find a book, there are a few possible reasons:

• Your search preferences are hiding it. To check:

  1. Go to the Explore icon with the binoculars.

  2. Click or tap Preferences at the top of the screen.

  3. Make sure your preferences look like this:

     • Available books: Everything

     • Language: Any

     • Audience: All

     • Compatibility: Sora

  4. If you change any preferences, click or tap Apply.

• Your school doesn't have it. Talk to a teacher about how you can suggest new books.

• The book isn't available for your type of account. Your school decides what type of account you have, and what books you can get with it.