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User Guides

Common Issues & Quick Fixes.

Fast solutions to the most common palmEM AI mobile app issues including crashes, sync problems, and unresponsive features.

Most palmEM AI issues can be resolved quickly with these simple troubleshooting steps. Try the solutions below before reaching out to support.

AI Reference Not Responding

If the AI assistant isn't responding when you ask questions:

iOS:

  1. 01
    Clear Safari website data

    Go to Settings > Safari > Advanced > Website Data

  2. 02
    Search for "palm-er"

    Find any palm-er.com entries in the list.

  3. 03
    Delete the entries

    Swipe left and tap Delete on any palm-er.com entries.

  4. 04
    Restart palmEM AI

    Force close the app and reopen it.

Android:

  1. 01
    Go to app settings

    Navigate to Settings > Apps > palmEM

  2. 02
    Clear cache

    Tap Clear cache (not Clear storage).

  3. 03
    Restart the app

    Close and reopen palmEM AI.

For detailed troubleshooting, see AI Reference Not Responding.

App Crashes or Freezes

If palmEM AI crashes, freezes, or specific content won't load:

Quick fixes:

  1. 01
    Force close and reopen

    Completely close the app and launch it again.

  2. 02
    Check for updates

    Open the App Store or Google Play and check if an update is available.

  3. 03
    Restart your device

    Power off and restart your phone or tablet to clear temporary issues.

  4. 04
    Update the app

    If an update is available, install it and try again.

If problems persist: Uninstall and reinstall the app. Your notes will sync back automatically when you sign in, but you'll need to re-add bookmarks.

Your Data is Safe

Your notes are stored in your palmEM account and will automatically sync when you reinstall the app. Only bookmarks are device-specific and need to be re-added.

Notes Not Syncing Across Devices

If notes you added on one device aren't showing up on another:

Verification checklist:

  • Signed into the same palmEM account on both devices
  • Both devices have an active internet connection
  • palmEM AI is updated to the latest version on both devices
  • Device has sufficient storage space (check Settings)

Try these solutions:

  1. 01
    Pull down to refresh

    In the app, swipe down to manually trigger a sync.

  2. 02
    Log out and back in

    Sign out and sign back in on both devices to force a sync.

  3. 03
    Check for updates

    Ensure both devices have the latest version of palmEM AI installed.

  4. 04
    Wait for sync

    Give it a few minutes - sync can take time on slower connections.

Still not syncing? Contact palmEM support with details about which devices aren't syncing.

Bookmarks Disappeared After Reinstalling

This is expected behavior - bookmarks are device-specific, not synced to your account.

Why bookmarks don't sync: We designed bookmarks to be device-specific so you can maintain different bookmark sets for different use cases. For example, you might bookmark pediatric content on your personal phone but adult trauma protocols on your work tablet.

To preserve bookmarks: Don't clear app storage or uninstall the app unless necessary. Only clearing cache preserves bookmarks.

Notes vs. Bookmarks:

  • Notes sync across all devices (stored in your account)
  • Bookmarks are device-specific (stored locally)

Login Issues

If you can't sign in to your palmEM account:

Common fixes:

  1. 01
    Verify your email

    Check for typos or autocorrect errors in your email address.

  2. 02
    Check Caps Lock

    Make sure Caps Lock is off - passwords are case-sensitive.

  3. 03
    Reset password

    Use "Forgot Password" to reset your password if needed.

  4. 04
    Try alternative sign-in

    Use Sign in with Apple or Sign in with Google as an alternative method.

For detailed login troubleshooting, see Resolving Login Problems.

Content Not Loading or Appearing Blank

If topics or pages appear blank or won't load:

  1. 01
    Check internet connection

    Verify you have a working WiFi or cellular data connection.

  2. 02
    Force close and reopen

    Completely close the app and launch it again.

  3. 03
    Restart your device

    Power off and restart your phone or tablet.

  4. 04
    Update the app

    Check if a new version is available and install it.

  5. 05
    Switch networks

    Try switching between WiFi and cellular data.

Subscription or Access Issues

If you're seeing a paywall but think you should have access:

  1. 01
    Check your email

    Make sure you're logged in with the email associated with your original purchase (legacy users).

  2. 02
    Restore purchases

    Try "Restore Subscription" or "Restore Purchases" from the paywall screen.

  3. 03
    Restart the app

    Force close and reopen palmEM AI after restoring.

For detailed subscription troubleshooting, see Legacy User Subscriptions.

Still Need Help?

If these solutions don't resolve your issue, contact palmEM support and include:

  • Device type and OS version
  • palmEM app version (found in Settings > About)
  • Description of the problem and what you've already tried
  • Error messages (screenshots are helpful)

We respond to all support requests and will work to resolve your issue as quickly as possible.