Syncing Issue

[changweijen 1]

Three days ago, I noticed that the PDF files and image files in my notes, after syncing, could not be opened on other devices. Shortly after, I realized that all newly created notes were not syncing between devices (though older notes could still sync). Initially, I thought waiting for an update would solve the issue, but yesterday I discovered that my colleagues' Evernote accounts were functioning normally. I logged in with different accounts on the same computer, and those accounts had no issues, indicating that the problem lies with my account.

The inability to sync my Evernote notes is causing significant disruption to my work.

I found that when I create a new note and check its note history, the following error appears, and when I try to share the newly created note, it cannot be viewed. This suggests that the new notes are not being uploaded to the server.

I contacted customer support two days ago, but I have not received a reply or seen any resolution. Has anyone encountered similar issues? Are there any solutions?

[PinkElephant 8,996]

The most important information is missing: OS, EN version, environment (colleagues points to a corporate situation), individual or teams subscription ?

[changweijen 1]

Operating systems: Win11, the latest version of macOS, iOS18, and the Professional personal version. When using the same computer, logging in with my colleague's account synchronizes everything perfectly, but when I log in with my own account, synchronization issues occur.

Strangely, the text in old notes can still be synchronized, but files such as PDFs and images cannot be opened. Additionally, newly created notes cannot be synchronized at all.

[changweijen 1]

Last night, synchronization briefly worked for a few minutes, but then it stopped again. When synchronization was working, every time I created a new entry, there should have been a record in the note history. However, I noticed that every new note I create now shows no history, just like I described in my initial message above.

[PinkElephant 8,996]

This looks like a severe corruption of the local database. When following the procedure I describe, the local database will be erased. All unsynced content will get lost.

You can try to export these notes first, as ENEX files for later reimport. Exporting as HTML delivers readable content. Attachments will become a subfolder of the export folder. You can check if the attachments are still working files, or damaged as well.

After you tried to secure your content, you can wipe the local database like this:

Get Revo Uninstaller from the web. Quit EN from the file menu (do not only hit the X symbol).

Run Revo to uninstall EN with all related files and settings. Restart the PC.

Download the latest EN version from the website. Install, open, log in. Check if everything works normally.

Now you can try to import your saved notes again. This may or may not work, depending on how damaged they are.

[changweijen 1]

Thank you very much for your suggestion. I have over 4,000 notes, so it looks like this will be a big project, but I'll give it a try. Thanks again!

[PinkElephant 8,996]

You don’t need to export anything that is still synced. All this will be recreated from the cloud server.

You need to look after unsynced content only. There it may or may not be recoverable.

[changweijen 1]

I downloaded Revo Uninstaller and used its advanced mode to completely remove and reinstall Evernote, but the issue persists. I noticed that no matter whether I add new notes from the Windows version, mobile app, or web version, I always encounter an error when checking the note history, indicating that the notes are not being uploaded to the server.

Nevertheless, I appreciate the suggestion. So far, Evernote support has not yet responded to me.

[changweijen 1]

"I noticed a strange situation: the notes I created on my iPhone do not show up on the web version or the desktop version, but I can still find them when searching on the web or desktop version. However, they appear as errors."

[PinkElephant 8,996]

If the removal didn’t do the job, you likely have something on your computer or network blocking the syncing. Antivirus, Internet Security, Firewall etc.

You could connect the computer to a different network, like a personal hotspot. When it solves the problem, it’s a network issue. If not, the problem is on your computer.

[changweijen 1]

However, when I log into Evernote using my friend's account on the same computer and under the same network conditions, there are no synchronization issues at all. Below is a comparison between a new note created on Evernote under two different accounts on the same computer. The note history for my account shows errors, whereas my friend's account works normally. 

[PinkElephant 8,996]

Can’t help you further. You need to find out what blocks proper syncing on your PC.

Check if you can find anything matching your condition in the help database.

Worst case you need to wait for support to answer. To get an answer you need to answer yourself to every AI generated mail they send you. If you don’t answer, the ticket will be closed.

[changweijen 1]

Thank you for your assistance. I believe my account is indeed malfunctioning. I noticed that both last night and tonight at 21:40 PM (local time), it suddenly worked normally but quickly malfunctioned again.

[PinkElephant 8,996]

Then it may be a server side issue. I had one a while ago, it could only be sorted out by support

[changweijen 1]

I’ve been hoping these past few days that I would wake up to a response from customer service, even if the issue isn’t resolved, but now it’s been three days and I haven’t received any reply. I’ve continued to send updates about the situation to customer service, but I still haven’t received any response. As a loyal customer, it’s truly a bit disappointing.

[changweijen 1]

This morning, I tested the synchronization between the iPhone and iPad on Evernote, and there were no issues. However, the desktop and web versions are still unable to sync.

Additionally, Google Calendar is syncing properly with the mobile and iPad versions of Evernote, but the desktop and web versions are not syncing with Google Calendar

[PinkElephant 8,996]

You shouldn’t expect a rapid answer by support.

It is quite obvious something on the computer that has a syncing problem is blocking access. You can try to follow this help document to sort it out:

https://help.evernote.com/hc/en-us/articles/29216279537043-Troubleshooting-issues-with-Account-Management-and-Web-Actions-Logins
 

If it is a blocking on the content / communication level, I can only repeat what I already posted: All sort of antivirus, internet security, ad blocking, VPN, firewall etc. can block the access to the EN server. This can be on the computer or the network level. What might be as well is an invalid certificate - but that’s beyond what we can do from the forum.

[changweijen 1]

Thank you for your assistance. I followed all the steps suggested in the link, but I still can't sync between the desktop and web versions.

I just want them to at least respond so I can move on and use an alternative tool to continue my work for the next few days. Today, I created a new Evernote account and paid for one month. I exported over 4,000 notes from my old account and intended to import them into the new one. I noticed there are no sync issues with the new account. However, during the import process, I exceeded the 20GB limit, meaning I'll have to wait until next month to import the rest. I'm feeling really frustrated because Evernote is a tool I've relied on for over a decade. My entire life and work processes have been managed through it.

[PinkElephant 8,996]

In general you never sync from one device to another. You always sync from the editing device to the cloud server, and from there to all other devices.

What's important is the master copy on the cloud server. What goes there will eventually sync.

The upload limit is an issue for larger accounts. That's one reason why it makes sense to export by notebook, because you can choose what to import first.

[changweijen 1]

Last Friday, Evernote support reached out to me, and they reindexed my account on the backend. They also provided a link (https://help.evernote.com/hc/en-us/articles/33813205622547-Clear-local-data-for-effective-troubleshooting) for instructions on reinstalling Evernote.

After clearing cookies on the web version, the sync function returned to normal. I used Revo to completely uninstall the desktop version and then reinstalled it, which also resolved the sync issue. However, I noticed a bug: when I remove thumbnails, the sync issue reoccurs, and I need to repeat the above steps to restore functionality. As a result, I am currently avoiding the "Remove Thumbnail" feature.