Cannot login on mac app: Support Ticket has been open 11 days.

[Peter Olins 66]

The app launches, but attempting login I repeatedly get the error message: "Something went wrong at our end, sorry about that. Please try restarting Evernote".

Tried repeated restarts/shutdowns/logins with password or Apple login.

Tried disabling 2-step verification.

[Login on web or second mac works fine.]

The lack of response from level 2 Tech Support is alarming: is the department completely overloaded with requests? Surely login ability should be high on their triage process?

Any suggestions?

I hesitate to completely uninstall/reinstall since the last time I had resorted to the "nuclear option" it took 2 months for the local database to be rebuilt (mostly), so offline use on this machine is out of the question.

 

[imac, OS 13.5.1, EN 10.61.5, personal subscription]

[gazumped 12,075]

32 minutes ago, Peter Olins said:

Any suggestions?

Check your ticket situation via https://help.evernote.com/hc/en-us/requests/ and re-open / remind the team on that ticket that you're still waiting a response?

[Graysonicles 2]

Today is Nov 28. I have now had the same problem for 2 days. No means to address. Was this resolved? (BTW, I DID resort to the nuclear option and reinstalled the app from the App Store... no change to the situation.)

 

There have been other issues with images in notes as well. Almost time to abandon Evernote, I think.

T

[gazumped 12,075]

On 11/29/2023 at 8:30 PM, Graysonicles said:

I have now had the same problem for 2 days.

Current response time seems to be around 14 days.  Have you tried the full clean reinstall?

1 - Exit Evernote / delete data from device
2 - Uninstall app with Appcleaner (Mac) or Revo Uninstaller Free (Win)
3 - Power device off / allow 10 seconds / power back on
4 - Download latest Evernote from Evernote.com
5 - Reinstall. It will take a little while for the app to be fully operational
6 - Check that Hardware Acceleration is set to ON (in settings)

[Graysonicles 2]

Not sure about #1 ("delete data from device") but the full uninstall and Appcleaner process alleges that data goes at the same time... Do not, however, power down the Mac before reinstalling app.

I suppose, while I wait, there's no harm in trying.

Thx

T

[Graysonicles 2]

Thank you Gazumped. It seems to have worked.