NextPhase

Support

A book that will not open, a voice that will not play, or a question about getting started — this is the place to begin.

NextPhase LLC provides support for NextPhase Reader.

Contact: support@nextphaseapps.com

Downloading and installing Reader

Use the official download section to choose the build for your computer.

Installation notices and available checksums appear beside the downloads. If a security warning does not match the guidance there, stop and check the file’s source before continuing. Do not disable your computer’s security protections to install a copy from an unfamiliar source.

Before updating, uninstalling or clearing app data, export anything you need to keep. Keep your original book files separately where possible.

A book will not open

First check the file format and whether the file opens in another compatible reader. Desktop Reader accepts compatible EPUB, MOBI and PDF files. Use files you have the right to read; protected or damaged files may not be supported.

If the problem came from a catalog, note the title, source and edition. A catalog listing is not always a downloadable book: it may offer borrowing or online reading instead. A connection problem can also prevent the app from checking an otherwise available edition.

Please do not send an entire copyrighted or private book as your first report. A title, file format, public source link and description of the issue are a good starting point.

A PDF looks different or will not translate

Original PDF preserves the page layout. On desktop and iPhone/iPad, Read as book uses extractable text to offer a more flexible reading view. Complex columns, tables and reading order can affect the result.

Scanned pages without usable text remain original pages; OCR is not provided. Translation and listening require extractable text and a supported engine. Desktop can export a bilingual EPUB from a PDF with complete usable reflow; iPhone/iPad requires an EPUB reading source. Neither workflow exports a translated PDF file.

When reporting a PDF issue, include the page number, reading mode and whether the text can be selected in another PDF viewer.

Translation is delayed or unavailable

Check the selected translation engine, source and target languages, and the connection required by that engine. If you use your own provider account, check that its key, access and quota are valid. On-device engines may need a compatible model downloaded first.

If the original remains readable, you can continue with it while investigating. For a report, include the engine name and the visible error, with any credentials removed. Do not send your API key.

Audio sounds different or will not play

Voices vary by language, platform and engine. Check the selected voice, playback speed, device volume and audio output. Online voices require a connection; offline voices may require a downloaded pack.

The website listening sample plays prepared Microsoft neural recordings. It demonstrates original, translated and alternating narration; it is not a guarantee that every voice in the installed app will sound the same.

Include the voice or engine name, language and whether the problem affects original text, translation or both.

Keeping audio outside Reader

On iPhone/iPad, supported Kokoro and Edge recordings can be shared or saved to Files as M4A. Chapters or readable PDF pages become separate recordings. Some installed voices support live speech but cannot prepare exportable audio. Local preparation needs the app open; Edge generation needs a connection. Pro or the gifted-book allowance may be required.

Save an external copy before deleting app-local recordings or uninstalling. Generated audio is device-local and does not follow you through sync. Desktop keeps supported prepared chapters in its local audio library; the external sharing path described above applies to iPhone/iPad.

Reading progress or sync does not look right

Check that you are using the intended account on each device, that the relevant sync option is enabled, and that both devices have a connection. Some data or features may not sync across every platform or version.

Signing out or turning sync off does not delete an account. Avoid deleting local data or repeatedly reinstalling while troubleshooting a sync problem; preserve or export your local reading data first.

Send a useful problem report

Email support@nextphaseapps.com and include:

  1. Your platform and operating-system version.
  2. The Reader version, shown in the app’s settings or information screen.
  3. What you were trying to do and the steps that led to the problem.
  4. What you expected and what happened instead.
  5. The exact error text, or a screenshot with private information removed.
  6. The book format, page or chapter, and selected language, translation engine or voice when relevant.

Never send passwords, API keys, sign-in codes or recovery codes. Review screenshots and logs before attaching them; they can contain account details, filenames or book text. Send diagnostic files only when needed and after removing sensitive information.

You can ask a question or report a problem without creating a Reader account. We may ask for more details to reproduce an issue. We do not promise an immediate reply or a fixed resolution time.

Privacy and account requests

For questions about information handling or an account-data request, email support@nextphaseapps.com. See the Privacy Policy for details. Do not send credentials to prove ownership; any necessary verification will be handled separately.

Try before downloading

You can explore the reading, PDF, listening and library samples without an account. They use prepared content and do not import your files. Sample word saves reset when you reload the page.