Hi there,

I recommend contacting the support team, if you haven't already, so that they can troubleshoot this issue with you.

Support Team contact info:

Online Ticket Submission: http://www.entourageedge.com/support...kets&_a=submit
Email: techsupport@entourageedge.com
Phone: 1-703-650-5381
Support hours of operation: Monday-Friday, 9:00AM to 5:00PM EST

Also was this problem occurring when you were using the Journal or annotating using the eReader, or both?