Manuscript stuck in "Generating your Preview"

[Jan Hurst-Nicholson]

I made a small change to my blurb and changed the categories on one of my books. I did NOT change the manuscript or cover. I did not request a preview, but I can?t save my changes as I have been stuck in this mode for two hours.

Generating your Preview...
KDP is processing your manuscript and book cover. This requires a number of steps and can take several minutes.

I also tried it two or three times a few days ago with the same result and had to give up. Is there a way to solve this problem as I am anxious for the changes to go through? I have sent an email to KDP, but thought someone here might have a quicker answer.
I've thought about launching the previewer, but am worried that I could bring more problems 

[TimothyEllis]

Normally you can keep going without that completing? Have they changed that?

Alternately, I'd try regenerating the page, and see if it resets or needs to be started again. The process might have hung, so restarting it might work better this time.

On the other hand, they may have changed something on the back end, and it's slowing everything down.

[Jan Hurst-Nicholson]

Normally you can keep going without that completing? Have they changed that?

Alternately, I'd try regenerating the page, and see if it resets or needs to be started again. The process might have hung, so restarting it might work better this time.

On the other hand, they may have changed something on the back end, and it's slowing everything down.

I've tried that a few times over a few days. When I click on 'save and continue' it goes into the generating preview mode - and sticks there.  Emailed KDP but they don't use that email address anymore

Ended up with a 'chat' on KDP. They say it's a browser problem and to try a different browser. Sent me a You Tube link that explains how to get rid of browsing history and cookies. Not comfortable doing that without consulting my technician as I'm likely to stuff up something important. 

I only seem to have Chrome as a browser.

[alhawke]

I recall I used to be able to bypass the preview, like Timothy's saying, but I'd recheck the manuscript as a precaution in the future if you're able to do that.

You can try deleting your cache and retrying. Just realize many of your passwords are in your browser and you'll have to re-enter them for access. Depending on your system, you can usually do that through your browser settings.

It could be a new year engineering snafu that Amazon's trying to work out. Or maybe, there's a glut of entries right after Jan 1?

[Jan Hurst-Nicholson]

I recall I used to be able to bypass the preview, like Timothy's saying, but I'd recheck the manuscript as a precaution in the future if you're able to do that.

You can try deleting your cache and retrying. Just realize many of your passwords are in your browser and you'll have to re-enter them for access. Depending on your system, you can usually do that through your browser settings.

It could be a new year engineering snafu that Amazon's trying to work out. Or maybe, there's a glut of entries right after Jan 1?

Would love to be able to bypass the preview if you can remember how you did it.
I did try using the previewer to check the manuscript but ended up with the same problem. 
I had the same problem trying to make changes on a book quite some time ago and gave up, so I don't think it's a brand new change.
I have had the lost passwords story previously - and I'm on a LOT of websites so deleting the cache would be a last resort. 

[alhawke]

I took a look at chrome. At least on my Mac, if you hit the Chrome button at the top left, there's a drop down to "clear your browsing history". You could try this (it'll remove your passwords too, probably).

But I have a hunch you're running into a new year Amazon glitch and you'll have to wait this out. It be good if someone else publishing a book can chime in. I don't have anything I'm publishing at the moment.

[djmills]

I suggest you save your stored passwords to your computer before you try clearing browsing history.
The instructions to save / export your Chrome passwords on my computer is:
https://support.google.com/chrome/answer/95606?visit_id=638714494162825060-4293446953&p=settings_password&rd=1#zippy=%2Cshow-edit-delete-or-export-saved-passwords

The Steps for exporting saved passwords are:
On your computer, open Chrome.
At the top right, select Profile Profile and then Passwords Passwords.
If you can?t find the Passwords icon, at the top right, select More More and then Passwords and autofill and then Google Password Manager.
Under Export:
On the left, select Settings.
On the right of "Export Passwords," select Download file.
The password list is saved as a spreadsheet file.

[writeway]

That happens sometimes. It's an error on Amazon's part and they'll need to fix it. If getting off the page or refreshing doesn't work or it keeps happening then contact Amazon but this is a glitch they have to work on unfortunately. It happened to me before. I had to wait the next day to see any progress. It just kept getting stuck on the preview and I couldn't go any further.

[Jan Hurst-Nicholson]

I took a look at chrome. At least on my Mac, if you hit the Chrome button at the top left, there's a drop down to "clear your browsing history". You could try this (it'll remove your passwords too, probably).

But I have a hunch you're running into a new year Amazon glitch and you'll have to wait this out. It be good if someone else publishing a book can chime in. I don't have anything I'm publishing at the moment.

Thanks.

I've been on a 'chat' with Amazon and they say everything is fine their side and it's a browser issue and I should try a different browser. I've had this problem previously, so I don't think it's a new year issue. 

[Jan Hurst-Nicholson]

I suggest you save your stored passwords to your computer before you try clearing browsing history.
The instructions to save / export your Chrome passwords on my computer is:
https://support.google.com/chrome/answer/95606?visit_id=638714494162825060-4293446953&p=settings_password&rd=1#zippy=%2Cshow-edit-delete-or-export-saved-passwords

The Steps for exporting saved passwords are:
On your computer, open Chrome.
At the top right, select Profile Profile and then Passwords Passwords.
If you can?t find the Passwords icon, at the top right, select More More and then Passwords and autofill and then Google Password Manager.
Under Export:
On the left, select Settings.
On the right of "Export Passwords," select Download file.
The password list is saved as a spreadsheet file.

Thanks.
I do have a list of passwords (several pages  ).  I will also follow your instructions. 

[Jan Hurst-Nicholson]

Now seriously fed up. Deleted all my browsing history, cookies and cache and spent half the day just trying to login in again to various sites that need two - step verification etc.
Also tried a different browser and have re-started the computer several times - but still stuck in generating a preview 
Had another chat with KDP and now they require a screen shot of what I am seeing.  Will have to wait until tomorrow as I am on my way out to a dance (and the temp is 34oC and very humid) so I guess it will be slow dancing 
Watch this space. 

[TimothyEllis]

Is it anything to do with your local store? Are they getting that operational at the moment?

Just a thought.

[Jan Hurst-Nicholson]

Is it anything to do with your local store? Are they getting that operational at the moment?

Just a thought.

No, nothing to do with Amazon in SA. Can't buy books or ebooks here, and very little else at the moment. I'm working with KDP. Gathering my strength to have another 'chat' with them. 

Update: chat not available during these hours so was able to send a message, which I prefer as you don't have to sit around waiting for a reply. Claims I will hear within 24 hours, or possibly longer while they research my enquiry.

[Jan Hurst-Nicholson]

Had a billet-doux from KDP

Hello Janet,

I hope this email finds you well. I understand your concern about the issue you're experiencing with the previewer consistently loading without opening, as shown in the image you shared.

First, I want to assure you that we've thoroughly investigated the issue on our end. We've checked your bookshelf and our systems, and everything appears to be functioning correctly from our perspective. We even attempted to replicate the problem but were unable to do so, as the previewer opens as expected on our end.

Given this information, I'd like to suggest a few steps that might help resolve the issue on your side:

Please ensure you're using one of our supported desktop web browsers:

- Google Chrome (version 32 and higher)
- Mozilla Firefox (version 24 and higher)
- Microsoft Edge
- Apple Safari (version 5.1.9 and higher)

We strongly recommend using the most recent version of your chosen browser.

Try clearing your browser's cache and cookies, as this often resolves such issues.

I know you've already tried clearing caches and cookies previously but it didn't do any good, but I'm hopeful that these steps will help resolve the issue. However, if you continue to experience difficulties after attempting them, please contact our phone support. This way we will be able to help in real time and get this issue resolved quickly.

We truly appreciate your patience and understanding throughout this process. Your satisfaction is our top priority, and we're committed to ensuring you have a smooth experience with our platform.

If there's anything else I can help with or if you have any questions, please don't hesitate to reach out. We're here to support you every step of the way.

Thank you for your continued trust in our service.


Thanks for using Amazon KDP,

I tried uploading a draft book and it previewed successfully, so not a problem with the browser. Seems to be with this one book.

I re-uploaded the manuscript and all went well. What a relief.    Should have done that in the first place  , But don't like to mess with too many things in case it makes things worse. KDP should have suggested re-uploading.

[LilyBLily]

What a drag! Glad it worked out in the end.

[Bill Hiatt]

KDP Support might have been a little sluggish, but it's good to know they did respond. (Though, ironically, you then solved your own problem, anyway.) It wouldn't have occurred to me to try reuploading, but now, we all know that could be a beneficial step.

[TimothyEllis]

The upload process does glitch every now and then.

I've had one generate a different problem which was fixed by a new upload of an unchanged docx.

Sorry, didn't think to suggest that.

[Jan Hurst-Nicholson]

What a drag! Glad it worked out in the end.

Thanks. The blurb I tweaked has not formatted as I would like - but I think I'll leave well alone for a while

[Jan Hurst-Nicholson]

KDP Support might have been a little sluggish, but it's good to know they did respond. (Though, ironically, you then solved your own problem, anyway.) It wouldn't have occurred to me to try reuploading, but now, we all know that could be a beneficial step.

Yes, I made a lot of changes on their suggestion, deleting browser history, cookies and cache. I ended up having to sign in to all my websites with two-step authentication etc. Couldn't login to one website despite trying several methods - then noticed a banner at the bottom of the page asking me to accept cookies. When I'd clicked on that I was allowed to login. Rather frustrating.

I was pleased to discover a way to email them when the time zones didn't offer a chat or phone call. Emailing is much better as it gives them time to investigate and you don't have to sit staring at the computer waiting for an answer. I hope this helps other writers if they encounter this problem.

[Jan Hurst-Nicholson]

The upload process does glitch every now and then.

I've had one generate a different problem which was fixed by a new upload of an unchanged docx.

Sorry, didn't think to suggest that.

I just made sure to check which version of the doc I'd uploaded before I did the new upload. I have this fear of deleting any of my previous docs because 'you never know' and therefore have to be careful that I upload the newest one. I think I should do some deleting 

[TimothyEllis]

I think I should do some deleting 

NO. NO. NO.

You create a separate folder below your main one, and you move all the older versions into it.

The top folder always has the current version, but the sub-folder has everything else in case you even need to go there for something.

Never delete anything.

[Jan Hurst-Nicholson]

I think I should do some deleting 

NO. NO. NO.

You create a separate folder below your main one, and you move all the older versions into it.

The top folder always has the current version, but the sub-folder has everything else in case you even need to go there for something.

Never delete anything.

Good idea  I will do that 

[TimothyEllis]

I think I should do some deleting 

NO. NO. NO.

You create a separate folder below your main one, and you move all the older versions into it.

The top folder always has the current version, but the sub-folder has everything else in case you even need to go there for something.

Never delete anything.

Good idea  I will do that 

Remember to backup both of them after every time you change something.

[Jan Hurst-Nicholson]

I suggested to KDP that they recommend uploading the manuscript again if the 'preview' is giving a problem. Got this reply.

Dear Janet,

This is Lekita from the KDP Senior Support Team. I trust you are doing well.

I?m glad everything worked out and appreciate you taking the time to write us.

I want to assure you that I will personally forward your feedback to our team. Your insights are crucial in helping us enhance our support and better serve authors like yourself.

Have a lovely day further.

Thanks for using Amazon KDP,

Your feedback helps us improve our service.

Let's hope this helps other writers. 

[Jan Hurst-Nicholson]

I think I should do some deleting 

NO. NO. NO.

You create a separate folder below your main one, and you move all the older versions into it.

The top folder always has the current version, but the sub-folder has everything else in case you even need to go there for something.

Never delete anything.

Good idea  I will do that 

Remember to backup both of them after every time you change something.

I've created a new folder and will keep the latest versions in one folder, but still keep them in the old one as well  I have a backup external hard drive.

[Jeff Tanyard]

billet-doux

Had to google that.

I learned a new word today.  Thanks, Jan.   

Also, I'm glad it looks like you got your issue resolved.

[Jan Hurst-Nicholson]

billet-doux

Had to google that.

I learned a new word today.  Thanks, Jan.   

Every day a school day