Almost every problem in Akoue has a screen of its own: it names the cause and suggests the next step. Here is where to find them and what to tap before you write to the developer.
None of these situations wipes the catalog: a book with no files keeps its progress, bookmarks and place in the series, and a deleted one waits in the trash for thirty days. Everything described here is free except sync, which is Pro.
If nothing helped, write: Settings → “About” → “Write to the developer”. Attach the “Diagnostics” report to the email — the last scenario covers it.
01/08
A book will not play
When a book cannot be played, the player does not just go silent: in place of the cover a screen appears with the cause and some buttons.
“Files not found” — the book’s files are neither on the device nor in iCloud. Buttons: “Check again”, “Open book card”, “Delete the book”.
“Chapter did not load” — a chapter of an offloaded book did not arrive from iCloud: there is no connection, or the download has been stuck for more than three minutes. Check the network and tap “Try again”.
“File will not play” — the chapter’s file is damaged. The book pauses at that spot, and the position is saved.
“Delete the book” does not erase it but moves it to the trash for thirty days, with its progress and bookmarks.
The player does not skip a broken file by itself: the book waits at the point of failure. Such a file can be excluded from the book in its make-up — swipe the row and tap “Exclude”.
02/08
Files not found
The book is in the catalog, but its files are not: they were deleted in Files, the folder was moved, or the book came through sync from another device. The catalog itself is intact.
At the top of the card is a “Files not found” banner; the main button is disabled and reads “Files unavailable”.
Tap “Check again”: the app looks for the files on the device and in iCloud and tells you what it found.
If you have the files, bring them in through “•••” → “Add files”: they return to the book with its progress and bookmarks. A regular import recognises them too and puts them back in place.
If there will be no files, use “Delete this edition”: the chapters and the listening position go, while the book, the author and the series stay.
For a book linked to a folder the banner reads “The book’s folder is gone”. A folder deleted from iCloud Drive can be restored from Recently Deleted in Files; while it is there the book plays, and the card warns that time is running out.
03/08
The book is on the second device, the files are not
Sync carries the catalog, position, bookmarks and edits, but not the audio: files are brought to each device separately.
Such a book’s card says “No files on this device” and where they are: which device holds them and whether they are offloaded to iCloud.
If the book is offloaded to iCloud, you can listen right away: the chapters arrive as it plays.
If it is not, offload it to iCloud on the device that holds it, or bring the files here through Files: the progress finds its own book by the make-up of the files.
In Settings → “Sync”, the “Waiting for its book” row counts what has arrived for a book that is not on this device yet.
If the positions on the two devices differ by more than a minute, the app asks where to continue when you open the card, naming both places and their devices.
04/08
Import did not take everything
The report at the end of an import lists what did not make it into books and why. Files the app did not take stay where they were.
“Format not supported” — ogg, wma, ape and the like: they do not play without conversion. Under the line is the file’s extension.
“Format is protected” — aax and aaxc from Audible: they are encrypted and cannot be opened.
“Empty file” — a zero-size audio file; “Could not read” — for example, a folder more than six levels deep.
If the import broke off because the app closed, the “Add books” screen offers “Continue import” or “Cancel import”.
The full list of what plays without conversion is on the Formats page.
05/08
Titles arrived garbled
Tags from old releases are often written in Windows-1251 or KOI8-R and read as `Ïèêíèê`. The app notices this by itself and repairs it the way you choose.
On the book card tap “Fix” on the “Titles may be wrong” banner — or, in the import report, next to the “Title encoding” row.
For every suspicious field — title, author, narrator, series — the first row is the original as written in the file, and below it the readings with an encoding and a confidence.
Pick the readable ones and tap “Apply”.
No banner, but the title still looks odd? Fix it by hand in “Edit”: the original value is kept, and under the corrected field there is “Restore”.
06/08
The catalog and the files disagree
Two checks match the catalog against what is on disk. Both are free.
Settings → “Maintenance” → “Rescan library”: checks every book’s files, recounts the lengths and rebuilds search. Deletes nothing.
The Storage tab → “Check integrity”: marks the books with no files and finds storage folders that no book belongs to.
Before acting, the sheet shows what it “Will touch” and what it “Will delete”, with sizes. “Fix” removes the stray folders.
A book deleted by mistake is on the Storage tab → “Recently deleted”: “Restore” brings it back within thirty days.
Next to it, under “Maintenance”, is “Clean up catalog”: it removes authors, series and narrators with no books left.
07/08
Pro is gone
A purchase is tied to your Apple Account, not to the device. If Pro did not switch on on a new phone or after a reinstall, one button brings it back.
Open Settings → “About” and tap “Restore Purchases”. The App Store may ask for your password.
The answer comes in a window: “Purchases restored.” or “No purchases found.” — in the second case, check that the right Apple Account is signed in to the App Store.
The same button is on the Akoue Pro screen, under the purchase button.
A purchase made on another device or shared through Family Sharing arrives by itself, without the button.
When a subscription ends, Pro features close, but books and data stay in place, and books offloaded to iCloud come back to the device for free.
08/08
Send a report
When an error does not explain itself, the app’s log helps the developer. It is gathered only at your request, and you see it before it is sent.
Open Settings → “About” → “Diagnostics”.
The app reads its own log and shows the lines: time, section, level, text.
Tap “Share Report” and choose Mail: the file akoue-diagnostics.txt goes out.
Add the device model, the iOS version and the Akoue version to the email — the last one is in “About”, on the “Version” row. They are not in the report itself.
Only the app’s own records go into the report; book titles and file paths are marked private in the log. It goes nowhere until you send it.
What is not here
Skipping a broken file: the player stops on it instead of jumping to the next one.
Reconnecting a linked book’s folder: put the folder back in place or bring the files in again with “Add files” — then they are copied into the app.
Converting ogg, wma or ape, or opening protected aax.
Automatic crash reports: a report leaves only by your own hand, through “Share Report”.