The Online Reader works by first converting the ebook file supplied by the publisher (either PDF or EPUB) to a special format that can be read in the Online Reader. We then store the converted files for a while before deleting them (to save space).

If the source ebook file that we are using in the conversion has some errors in it then you will receive this error. It is much more common for this error to occur is the source file is an EPUB because there are more opportunities for there to be errors in the HTML files that make up the EPUB.

If you receive this error please contact our support team. Please quote the whole error message, it will look something like this:

Error number [AER59826]
RequestId [0b54e2ee-d763-4c2f-9f2b-5cb24dc47c21]

and tell us which of your ebooks is experiencing the issue. Our production team will then test the file and see what issue is preventing the conversion and then contact the publisher to request they correct the issue and resubmit the ebook files. Once the correct files have been submitted we will inform you as soon as the Online Reader format is working.

Unfortunately sometimes a publisher will submit a fixed format EPUB 3 file without specifying it is fixed format in their metadata. Fixed format EPUB 3 ebooks cannot be converted to Online Reader format. In these instances the ebook should not be listed as having Online Reader access available. In these instances we can only apologise and offer a refund if you do not want to access the ebook via our Ebook Reader app (which is compatible with EPUB 3 files).