Support

Most often the file is DRM-locked — a book bought from a store that ties it to that store's own app cannot be opened by any other reader. Run the file through the Book Checker on this site: it tells you in a second whether the file is DRM-locked, corrupt, or a scanned PDF with no text layer. Nothing is uploaded; the check runs in your browser. If the checker says the file is fine and GemReader still won't open it, email it to us with the report.

There is no recovery, and we cannot recover it either. The folder key is derived from the PIN and never stored in recoverable form, and after 3 wrong guesses the folder's files are destroyed on purpose. That is the trade-off that makes a locked folder actually private. Nothing else in your library is affected.

Books live encrypted inside the app, so uninstalling removes them, and there is no cloud copy to restore from — the app has no account and no server. Moving to a new device: install GemReader on both, then use Gem Beam to send the library across directly, covers, highlights, notes and reading position included. Otherwise, export what you want to keep with the Share button before you uninstall.

Both save automatically as you make them, with no sync step, so a gap almost always means the app was killed mid-write or storage was full. Check free space first. If you can reproduce it, send us the steps plus a diagnostics export — that combination is what lets us fix it.

Narration uses the text-to-speech engine installed on the device, so voice quality and the available languages come from there. On Android, install or update Speech Recognition & Synthesis in the Play Store, then pick a voice under system Settings → Accessibility → Text-to-speech. GemReader can also download an optional higher-quality voice from inside its own read-aloud settings.

The PDF is a scan — page images with no text layer — so there is nothing to select, search, highlight as text, or read aloud. No reader can extract text that was never stored. The Book Checker reports this for any PDF before you import it. You can still read, annotate images, and add notes.

Settings → Advanced → Security Diagnostics → export. It writes a zip with device, encryption-health and app-version details plus recent internal errors, then hands it to the share sheet so you choose where it goes. It is scrubbed before it is written: no book titles, file names, notes, highlights, keys, PINs or paths. It is never generated or sent in the background.

Email support@gemreader.com. For a bug, include the app version (Settings → About), your device and OS version, what you did, what happened, and what you expected — plus a diagnostics export if you have one. Reports that let us reproduce the problem get fixed first.