Frequently Asked Question

Go to the "Diagnostics" menu:

You can check:

• If an Internet connection is detected.
• The number of eBooks that have been saved in the local cache for offline access and under which username they are stored (the last username entered is used for offline access)
• If service workers are supported. The browser uses a service worker to be able to work offline. The state should be active (controlling).
  

Please also check the following:

If your Internet connection is slow, please make sure that you have waited for at least 20 minutes as the files may still be downloading in the background.

The following details should be added to the PC's Firewall white list settings:

https://www.witherbyconnect.com
www.witherbyconnect.com
137.117.235.8
104.215.157.88
Port 443

If the PC uses a Proxy Server to access the Internet, the above details should also be added to the Proxy Server Exception List.

You may also need to whitelist the Offline Application in your PC's Antivirus software.

If the install option still does not appear after following all of these steps, please check your Internet connection. If it is very slow or unstable, please try again once you are able to connect the PC to a stronger, more stable Internet connection. If your connection is strong and stable but the option still does not appear, please contact our support team at support.ticket@witherbys.com providing details of your PC, browser, Internet connection and the issue you are encountering.