Troubleshooting iOS: What to Do When a Presentation Won't Open

If you see an error when opening a presentation in Mobile Locker, here is what to do.

• No internet connection
• The request timed out
• The network connection was lost
• This presentation could not be loaded because it contains a link to an insecure resource
• This presentation was interrupted while the app was in the background

"No internet connection. Please check your network and try again."

Your iPhone or iPad is not connected to the internet right now.

1. Swipe down from the top of your screen to check your signal.
2. If you are on Wi-Fi, try turning Wi-Fi off and back on in Settings.
3. If that does not help, switch to your cellular connection.
4. Open the presentation again.

"The request timed out. If you're on a hotel or public Wi-Fi network, try connecting to a different network and try again."

Your iPhone or iPad is connected to a network, but something is slowing it down. This happens most often on hotel Wi-Fi or conference center networks.

1. Open Safari on your iPhone or iPad.
2. If a hotel or venue login page appears, tap to agree to their terms. Then go back to Mobile Locker and try again.
3. If no login page appears, try switching to your cellular connection instead.
4. Open the presentation again.

"The network connection was lost. Please check your connection and try again."

Your iPhone or iPad's connection dropped, likely because you moved between Wi-Fi zones or hit a weak spot.

1. Wait a few seconds for your connection to come back.
2. Open the presentation again.

"This presentation could not be loaded because it contains a link to an insecure resource. Please contact your administrator."

This one is not your fault, and there is nothing you can do to fix it yourself. Your company's Mobile Locker administrator needs to update the presentation.

Please forward this article to your Mobile Locker administrator and let them know which presentation you were trying to open. They will take it from there.

"This presentation was interrupted while the app was in the background."

This one is not your fault. When iOS suspends an app that's been in the background for an extended period, it can close the connection that Mobile Locker uses to display your

presentation. When you return to the app, it tries to restore that connection automatically — but occasionally it can't.

To resolve this:

• Tap Dismiss to close the error
• Tap the X in the top corner to close the presentation
• Reopen the presentation from your content library

This takes just a few seconds, and your presentation will load normally.

Still not working?

Contact Mobile Locker support. It helps to have these handy when you reach out:

• Your name and email address
• The name of the presentation you were trying to open
• A screenshot of the error message
• Where you were (hotel Wi-Fi, office, cellular, etc.)