Troubleshooting iCloud Sync

Issues you may have experienced while syncing with iCloud:

Through experience and testing, we've found that these steps address most iCloud sync issues. We recommend you turn on Notability's Auto-backup feature before troubleshooting.

1. Update to iCloud Drive.
Updating to iCloud Drive requires iOS 8 or later for iPhone and iPad and Yosemite or later for Mac.

  • On iOS go to the Settings App > iCloud > iCloud Drive and make sure it is toggled on.
  • On Mac go to System Preferences > iCloud and make sure iCloud Drive is checked.

If you are using the old iCloud (you have not updated to Drive), you must be running iOS 7 and Mavericks.

2. Ensure that you're using the same iCloud account on all devices.

  • On iOS go to Settings > iCloud and verify that the email displayed is the same on all of your devices.
  • On Mac go to System Preferences > iCloud and verify that the email displayed is the same on all of your devices.

3. On iPhone, ensure that iCloud Drive can use cellular data.
If your iPhone isn't connected to the Internet through Wifi, see if iCloud Drive has permission to use cellular data.

  • iOS 10.2 and earlier:
    Go to Settings > iCloud > iCloud Drive, scroll to the bottom of the screen, and see if the toggle next to "Use Cellular Data" is enabled.
  • iOS 10.3 and later:
    Go to Settings > Cellular, scroll to the bottom of the screen, and see if the toggle next to "iCloud Drive" is enabled.

4. Ensure that your iCloud account isn't low on storage space.
If your iCloud account is low on storage space, iCloud may have trouble making all of your notes accessible inNotability. In that case, increasing your available storage space may resolve the issue.

You can check how much storage space is available in your iCloud account like so:

  • On iOS go to Settings > iCloud and check the value listed on the Storage button.
  • On Mac go to System Preferences > iCloud and check the value at the bottom of the screen.

5. Ensure that your devices aren't low on storage space.
If your iPad is low on storage space, iCloud may not be able to make your notes accessible while you are not connected to the internet. In that case, freeing up storage space on your iPad may resolve the issue.

You can check how much storage space is available on your devices like so:

  • On iOS go to Settings > General > Storage & iCloud Usage.
  • On Mac go to the apple in the top left corner of the screen > About This Mac > Storage.

6. Ensure that your devices aren't low on battery.
To extend battery life, Low Power Mode disables iCloud syncing on a device. If your device is low on battery, charge the device until it is out of Low Power Mode.

7. Restart your devices.
Restarting your devices often addresses iCloud sync issues.

8. Turn iCloud off and back on in Notability.
Turn iCloud off inside Notability, quit Notability, restart the device, restart Notability, and turn iCloud back on.

On iOS:

  • Go to Notability > Settings > iCloud.
  • Toggle iCloud off.
  • Tap Delete on my iPad when asked what to do with local copies of your notes. Otherwise, your notes will be duplicated when you turn iCloud back on. Your notes will remain safe in iCloud.

On Mac:

  • Go to Notability > Preferences > iCloud.
  • Toggle iCloud off.
  • Click Delete on my Mac when asked what to do with local copies of your notes. Otherwise, your notes will be duplicated when you turn iCloud back on. Your notes will remain safe in iCloud.

9. Turn Notability off in iCloud Drive on all devices that are using Notability, then turn it on again.
Only try this option if the ideas above have not helped.

  1. Quit Notability on all devices.
    • On iOS, double tap the home button and swipe up on Notability.
    • On Mac, hold command and press Q (⌘Q) while inside Notability.
  2. Turn Notability off in iCloud Drive on all devices.
    • On iOS go to the Settings App > iCloud > iCloud Drive and toggle Notability off.
    • On Mac go to System Preferences > iCloud > iCloud Drive Options and uncheck Notability.
  3. Restart all devices.
  4. Turn Notability on in iCloud Drive on all devices.
    • On iOS go to the Settings App > iCloud > iCloud Drive and toggle Notability on.
    • On Mac go to System Preferences > iCloud > iCloud Drive Options and check Notability.
  5. Turn iCloud on inside of Notability on all devices.
    • On iOS go to Notability > Settings > iCloud and toggle iCloud on.
    • On Mac go to Notability > Preferences and toggle iCloud on.

10. Log out of iCloud on all devices that are using Notability, then log back in.
Only try this option if the ideas above have not helped.

  1. Log out of your iCloud account on all devices.
    • On iOS go to the Settings App > iCloud and tap 'Sign Out'.
    • On Mac go to System Preferences > iCloud and click 'Sign Out'.
      Please note: If your iCloud account's password is used as your Mac's password, you may wish to skip this step. Otherwise, logging out of iCloud will require you to set a new password for your Mac and possibly other apps connected to iCloud.
  2. Restart all devices.
  3. Log in to your iCloud account on all devices.
    • On iOS go to the Settings App > iCloud and sign in.
    • On Mac go to System Preferences > iCloud and sign in.
  4. Turn iCloud on inside of Notability on all devices.
    • On iOS go to Notability > Settings > iCloud and toggle iCloud on.
    • On Mac go to Notability > Preferences and toggle iCloud on.

11. Force iCloud to download notes on Mac.

  1. On your Mac, open the app named Terminal. (To find this, you can click the magnifying glass in the top right corner of the screen and search for "Terminal".)
  2. Paste this command into Terminal:
    open ~/Library/Mobile\ Documents/ZP9ZJ4EF3S~com~gingerlabs~Notability
  3. Press the enter key on your Mac's keyboard. This will open Notability's folder in iCloud Drive.
  4. Find a note that hasn't downloaded to your Mac.
  5. If a cloud icon with a down arrow appears next to the note's name, right-click or control-click the icon and click "Download Now" from the menu that appears.
    • If there is no cloud icon next to the note's name, double-click the note.
  6. Check what happens in Notability.
    • Double-clicking a note in the iCloud folder may duplicate the note, but it should force iCloud to download it. Then, you can delete the duplicate.

12. If the ideas above were unsuccessful, please reach out to Apple for additional help, as we have extremely limited visibility into iCloud.

You can contact iCloud's support team via this website:

https://www.apple.com/support/icloud/contact/

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