AI Reference Not Responding
Fix palmEM AI Reference issues with clear, step-by-step troubleshooting for iOS and Android. Get your emergency reference working again fast.
If the AI Reference feature in palmEM AI isn't responding or seems frozen, these troubleshooting steps will usually resolve the issue. Most problems are caused by cached data that needs to be cleared.
iOS Troubleshooting
First Steps (Most Common Fix)
This resolves the issue for most users:
Restart your device
Restart your iPhone/iPad to clear temporary conflicts.
Clear Safari website data
- Open Settings on your iPhone/iPad
- Scroll to Safari
- Tap Advanced > Website Data
- Search for "palm-er"
- Swipe left on any palm-er.com entries and tap Delete
Force close palmEM AI
- Swipe up from the bottom (or double-click home button)
- Swipe up on palmEM to close it completely
Reopen palmEM AI
Launch the app - the AI Reference should now work.
If the Problem Persists on iOS
If clearing website data doesn't resolve the issue, try a fresh installation:
Before You Begin
You'll need to sign back into your palmEM account after reinstalling. Make sure you know your palmEM account email - it may be different from your Apple ID email.
Find your palmEM email in:
- The welcome email you received when you signed up
- The app menu (☰) > Settings
Your notes will sync back automatically, but you'll need to re-add your bookmarks.
Reinstallation steps:
Force close palmEM AI
Swipe up from the bottom or double-click home button, then swipe up on palmEM AI.
Verify Safari data is cleared
Follow the steps above to clear Safari website data.
Delete palmEM AI
Long press the app icon and tap Remove App.
Reinstall from App Store
Download palmEM AI from the App Store.
Sign in to your account
Log in with your credentials - your notes will sync automatically.
Android Troubleshooting
First Steps (Most Common Fix)
Clear the app cache to resolve most AI Reference issues:
Device Variations
These steps may vary slightly depending on your Android device manufacturer (Samsung, Google, etc.). Look for app storage settings in your device's Settings menu.
Restart your device
Power off and restart your Android device to clear temporary conflicts.
Navigate to app settings
Open Settings > Apps (may be under Storage > Apps) > palmEM
Clear cache
Tap Clear cache (NOT Clear storage - that erases your bookmarks).
Restart palmEM AI
Close and reopen the app - the AI Reference should now work.
If the Problem Persists on Android
If clearing cache doesn't resolve the issue, try a fresh installation:
Before You Begin
You'll need to sign back into your palmEM account after reinstalling. Make sure you know your palmEM account email - it may be different from your Google Account email.
Find your palmEM email in:
- The welcome email you received when you signed up
- The app menu (☰) > Settings
Your notes will sync back automatically, but you'll need to re-add your bookmarks.
Reinstallation steps:
Clear cache and storage
Go to Settings > Apps > palmEM and tap both Clear cache and Clear storage (removes bookmarks locally).
Uninstall palmEM AI
Open Google Play Store, tap your Profile icon (top right), select Manage apps & devices > Manage, find palmEM and tap Uninstall.
Reinstall from Google Play
Download palmEM AI from the Play Store.
Sign in to your account
Log in with your credentials - your notes will sync automatically.
Still Having Issues?
If these steps don't resolve the problem, contact our support team and include:
- Your device type and OS version
- A description of what happens when you try to use AI Reference
- Any error messages you're seeing
We'll get you back up and running as quickly as possible.
Personal Notes
Add personalized notes to any topic in palmEM AI and create a customized reference that adapts to your clinical practice style and patient population.
Common Issues & Quick Fixes
Fast solutions to the most common palmEM AI mobile app issues including crashes, sync problems, and unresponsive features.