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Digital Lab

Frequently asked questions about our revamped website Add to ...

On Saturday, The Globe and Mail launched a new publishing platform intended to provide the grounding for our bold digital strategy that's unfolding over the next year. The new system means we'll be able to be more agile in the way we deliver our journalism to our readers across all platforms.

As always with any product launch, there have been a few bumps.

Here’s a quick recap of the issues our readers have reported most often, along with an update on what’s happening to resolve them.

Q: Why am I having trouble accessing The Globe’s mobile website?

A: Since our launch, readers have had intermittent issues with accessing articles and section pages on our apps. We have put a temporary fix in place that should help with this issue – unfortunately readers won’t be able to see photos on the site for now.

Q: Why is the homepage of my app having trouble loading?

A: Some readers who have customized their iPhone, iPad or BlackBerry News app homepage have had trouble. The best way to fix this is to go into the options and reset your homepage to its default settings. If all else fails, deleting the app and reinstalling from the app store will fix this issue.

Q: The fonts on sections and articles appear too small. What can I do about that?

A: There are controls in every browser that allow you to increase the size. We are looking into why the default size appears too small on some browsers, and will have a fix in place very soon.

Q: What happened to the "e-mail this article to a friend" button?

A: It’s still there, at the top of every article – it’s just a little less prominent than it was before. Click on the blue box with the white triangle, which opens up a sharing screen. The e-mail icon is on that screen.

Q: Why don't the bookmarks in my browser work?


A: Most bookmarks will not migrate to the new system, so you may have to delete your old bookmark and re-bookmark the pages you like. For example, if you bookmarked the Streetwise blog (formerly www.theglobeandmail.com/streetwise) you will now have to go here and create a new bookmark: http://www.theglobeandmail.com/globe-investor/investment-ideas/streetwise/

Q: Why is my RSS feed not pulling in new stories?

A: Our RSS feeds are working, but some addresses have been changed and you may need to update your RSS reader. For example, you can now find new Toronto stories at www.theglobeandmail.com/news/toronto/?service=rss.(Previously, the address was www.theglobeandmail.com/news/national/toronto/?service=rss)

Q: Why do comments sort by "Most Active" by default?

A: "Most active" refers to sorting by the activity (voting up or down) on a post. You can also sort by newest to oldest or highest score. At the moment, your preference for comment sorting doesn't save, but we are working to fix that.

Q: On the iPad app, why can't I resize the text?

A: We have identified the problem and hope to have it fixed soon.

Q: On the iPhone app, why can't I view photo galleries?

A: This will be fixed soon.

There are a host of other cosmetic and small functional issues with the site that may be causing some frustration. Please know that we are working hard to address them all. We appreciate your patience. Please continue to send all feedback to websupport@globeandmail.com, or on Twitter @globeandmail.

 

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