1. Check System Requirements: Ensure that your computer meets the minimum system requirements to run NIVOMAX Viewer. Inadequate system resources can lead to freezing issues and unexpected behaviour.
2. Restart the Application: Close the NIVOMAX Viewer application completely and restart it. Sometimes, a simple restart can resolve temporary glitches.
3. Update the Application: Make sure you are using the latest version of NIVOMAX Viewer. We release updates to fix bugs and improve performance. Visit your ePubs suppliers Self-Serve Portal page to download and install any available updates.
4. Clear Cache and Temporary Files: Accumulated cache and temporary files can sometimes interfere with the smooth operation of the application. Clearing your browser’s cache and trying again may help resolve some issues with the NIVOMAX Web Viewer.
5. Reinstall the Application: If the issue persists, consider uninstalling and reinstalling the NIVOMAX Viewer application. This process can help to eliminate any corrupted files or configurations that may be causing the problem.
6. Contact Support: If none of the above steps resolve the issue, reach out to our customer support team or your ePubs supplier for further assistance. Provide detailed information when requesting support can drastically improve resolution times.

When requesting technical support for NIVOMAX Windows applications or Web applications, providing comprehensive system-related information can greatly assist support teams in diagnosing and resolving issues efficiently.

NIVOMAX Windows Applications

1. Operating System and Version: Specify the operating system (e.g., Windows 10, macOS Monterey) and its version to help identify OS-specific issues.
2. Application Version: Include the version of the application experiencing issues. This helps in checking for known issues specific to that version.
3. System Specifications:
   • Processor Type and Speed: Information about the CPU (e.g., Intel i7, AMD Ryzen 5).
   • RAM: Amount of memory installed.
   • Graphics Card (if applicable): Details about the GPU, especially for graphics-intensive applications.
4. Error Messages: Exact text or screenshots of any error messages received.
5. Recent Changes: Any recent updates to the software or hardware, or changes in settings that might have preceded the issue.
6. Network Details (if relevant): Type of connection (wired or wireless), network hardware (e.g., router model), and any network-related software configurations.
7. Security Software: Information about installed antivirus or firewall software that might interfere with the application.
8. Logs and Configuration Files: These can provide detailed insights into what the application was doing at the time of the problem.

NIVOMAX Web Viewer, NIVOMAX Self-Serve Portal, NIVOMAX Builder and the NIVOMAX Sales Center

1. Browser Version and Type: Include all browsers where the issue was tested (e.g., Chrome 98, Firefox 90).
2. Operating System and Version: As with desktop applications, this can influence how web content is handled.
3. Console Output: Errors from the browser’s console can pinpoint issues with web code execution.
4. Network Information:
   • Connection Speed and Type: Details about the internet service, especially if performance is an issue.
   • Any VPN or Proxy Usage: Information on network rerouting that could affect access and performance.
5. Screen Resolution: This affects how content is displayed, which can be particularly relevant for design-related issues.
6. Extensions or Add-ons: List any browser extensions or add-ons, as these can sometimes interfere with web application performance.
7. Error Messages and Codes: Exact messages or status codes (e.g., 404, 503) that appear when the issue occurs.
8. Steps to Reproduce the Issue: Detailed steps that lead up to the problem, which can help in replicating and diagnosing the issue.