Lexcycle Support

We offer a number of resources to help you solve any problems you might encounter when using Stanza Desktop or Stanza iPhone. It's always a good thing to read the Known Issues, FAQ, and Release Notes, and be familiar with what the documentation covers before sending mail to Lexcycle support.

Stanza Frequently Asked Questions

Please be sure to check out the Frequently Asked Questions (FAQ) page to find answers to common questions or problem.

Click here to view the Stanza Frequently Asked Questions

If your question isn't answered on the FAQ, in our Help files, or listed in our Known Issues section, our Stanza users' Forum is the fastest way to get help — in addition to Lexcycle's engineers, there are many knowledgeable users participating in the forums and on the list, so questions are often answered within hours.

Click here to view the Stanza User Forums

Click here to search all of lexcycle.com

If you have a feature request, please post it to our Feature Requests thread.

If you've tried following the troubleshooting procedures above and still need our assistance, please help us address your email message more quickly by providing the following information with your report:

• The version of the iPhone operating system that you are running.
• The version of Stanza iPhone that you are using. From the main Library screen, tap the hammer-and-wrench icon in the upper right corner. The version number will appear in the pop-up menu.
• A good description of the problem you are seeing – what happens versus what you'd expect to happen.
• Which catalog you used to download the book, as well as the title and author, if you are having trouble with a specific book.
• The exact series of steps you followed to produce the behavior you are seeing. Don't just say "I tried to download this book and it doesn't work." Say "I tried to download this book by going to My Bookshelf in the Fictionwise Book Store. When it asked me for my username and password, I wasn't sure what to enter."

Guidelines for Good Bug Reporting for Stanza Desktop

If you've tried following the troubleshooting procedures above and still need our assistance, please help us address your email message more quickly by providing the following information with your report:

• The version of your operating system that you are running, as well as any updates that have been applied (such as Security or Java updates).
• The version of Stanza that you are using if you did not use 'Send Feedback...' to generate your message. This can be found by choosing 'About Stanza...' from the Stanza menu.
• A good description of the problem you are seeing – what happens versus what you'd expect to have happen or what happened in previous version of the software, or what happens in other browsers.
• For Mac users, The output of Stanza in the Macintosh Console, as described in this FAQ entry.
• It may also be useful to note any Internet-related utilities you have installed such as Norton Internet Security, or any other network-related details that you think might be helpful (firewalls, connection type, proxy server, VPNs, etc.)
• When describing cosmetic issues or anything else visual it can help if you include a screenshot that shows what you are seeing. You can use command-shift-3 to take a screenshot. The file should appear on your desktop and you can attach it to the email you send us. In Windows, you can use the Print Screen key.