- What to do if you are missing an eBook
- Why have I not received my Email Verification email?
- Bookshelf Support for macOS, iOS, and iPad OS betas
- Configuring Your Firewall For Use With VitalSource
- My book is reading in a different language or with a strange accent and not English.
- Gray/Black Screen Issues with Bookshelf 7.6.X and Windows 7&8 Computers
- Windows Bookshelf Application Installation or Upgrade Errors
- Errors When Accessing My Account or Book(s)
- Windows: VitalSource Bookshelf 7.2 has stopped working
- "Bookshelf" is not optimized for your Mac
Gray/Black Screen Issues with Bookshelf 7.6.X and Windows 7&8 Computers
The foundation of Bookshelf's rendering process is on DirectX 10. If the graphics driver installed on your computer does not support a minimum of DirectX 10 you may see a gray or black content pane. It could just be that your drivers are out of date. Let’s check a couple of things.
Step 1: Run the program as an Administrator. Close out of Bookshelf and the eBook(s). Right click on the Orange Bookshelf icon. Click on Properties > Compatibility tab > Check "Run this program as an administrator" click "Apply" then click "OK."
If the issue persists, you will need to go to Step 2.
Step 2: Check if this system's DirectX is compatible by using Microsoft's "DirectX Diagnostic Tool." If the DirectX Diagnostic Tool shows DirectX 9 or below, Bookshelf is not compatible.
If the tool shows DirectX 10 or above, go to Step 3.
Step 3: Check if there are driver updates available and if so install them.
How to check for Graphics Card Updates
Option 1: Automatic Update
- Click on the Start menu button then select Control Panel
- Click on Hardware and Sound
- On the next screen, under Devices and Printers, Device Manager will be located on the far left, select that link
- Locate and Expand Display adapters (Computers with Dedicated graphics card will contain a minimum of two Graphic Hardware/Drivers)
- Right click on the Graphics card and click properties
- Open the Driver tab and click on Update Driver...
- On the next screen select "Search automatically for updated driver software."
- Once complete you are either prompted with Hardware is already up-to-date or installation successful and restart the computer. (If you have multiple Graphics card do the same for both).
* Note: If you had generic drivers installed on your computer there might be no updates available because the manufacturer only updates the specific card's driver, see Option 2.
Option 2: Manual Update
Please locate the make and model of the computer (Start button, All Programs, Accessories, System Tools, System Information) and visit its manufactures support website. Then find the Graphics driver for it, download, install, and reboot your computer.
There are tools for some of the more common cards here:
If the computer is running an Intel processor chip, please visit http://www.intel.com/p/en_US/support/detect/graphics and run the automatic Detect and Software update utility.
If the computer is using a dedicated AMD graphics card, please visit http://support.amd.com/en-us/download/auto-detect-tool and run the automatic Detect and Software update utility.
If the computer is using a dedicated Nvidia graphics card, please visit http://www.nvidia.com/Download/Scan.aspx?lang=en-us and run the automatic Detect and Software update utility.
If the tool shows DirectX 10 or above, go to Step 4.
Step 4: Check if the system has two or more graphics cards. Hit the Window icon keys and the R key on the keyboard to open the Run box. Type “msinfo32” into the “Open” field, and then hit Enter.
The "System Information" window will pop up. Expand the "Components" list, then click on "Display." Under Item, if the "Name" box is displayed more than once, then there are two or more Graphics cards on the computer.
If more than one Name appears in the "Display" - Item list, go to Step 5.
If only one Name appears in the "Display" - Item list, then contact our Support Team.
Step 5: Computers with Dual Graphics may need to have settings adjusted for Bookshelf content to render. Before starting, be sure to close out of Bookshelf and its eBook(s).
1) Right click on the desktop.
2) Select Switchable Graphics.
3) In the box that appears choose Performance GPU mode or Adjust for best performance.
If switchable graphics is not an option then right click on the desktop and select Catalyst Control Center. Locate the Switchable Graphics or the preset section. Click on either Add Application or Browser and add Bookshelf. Set it to High Performance. Apply and exit out of Catalyst Control Center. Launch Bookshelf and let me know results.
If switchable graphics is not an option then right click on the desktop and select "Nvidia control center" Locate the 3D settings or the preset section. Click on either Add Application or Browser and add Bookshelf. Set it to High Performance. Apply and exit out of the Control panel and Launch Bookshelf.
If you have any further questions, please contact our 24/7 support team:
By email: firstname.lastname@example.org
- In the US/Canada, please call: 1-855-200-4146
- In the UK, please call: +44 800 802 1506
- In Australia please call: +61 8 7111 3343