RavBoy

I'm a premium paid user. Just tried accessing chat support, as being down-under in the Southern hemisphere feels worse than making a return call between Mars and Earth, in terms of resolving my now 5-day technical support issue. The EN Chat dialogue box/popup doesn't seem to be responsive or allow me to actually input a message. I know its now 7am UTC-6 time so they are open but the chat popup seems non-functioning!? See image for how it looks to me...and yes I am logged in/on How do i actually initiate a chat, if i can't input a message?

No I haven't tried that. Will see if I can test that. Well it's just ticked over as 7am UTC -6 time so better get chatting to Tech Support 😉

Yes... it's a similar story. When I attempt to attach a file, image/video etc, to a new or existing note on EN-Web, after some time an error message pops up saying: "Couldn't upload. Please check your network connection and Try again

If it were you @jefito, how would you trouble shoot that? Or do you know of any help articles etc re this? cheers EDIT: Also I just had another graphics-image rich email that I sent to EN using the EN-addon installed on my desktop MS-Outlook app. Again the new note was created just fine... but then it again failed to sync (red exclamation mark, no error message) . I decided to whittle this new note down, by deleting the graphic hyperlink buttons, and remove all images. Tried syncing again, and wolla, it synced! This is the thing that confuses me as to the possible issue-source... is it EN, or My PC, or my Account!

😅 Thanks mate... that made me laugh, a sort of sad and miserable laugh. It's been 5 days with Tech support, and I'm no closer to any resolution. In fact the only reason I saw your post-notification was when i was directed to it from here... see one of the options in in the image I was hoping to find a contact Telephone number for support and actually get on the phone to someone... but no joy, as they don't provide phone support, so that's another win for OneNote! Chat support is my next attempt, if i can figure out the time differences. And with respect I reckon I'm better sticking with you guys than Evernote support any day of the week as you and the other gurus have been way more helpful...but hey that's just me.

...I'm trying to get what you're suggesting as a workaround. Are you saying leave the attachments in a separate cloud storage, then somehow create a link to it from the EN Note?

well, i haven't tried that... but so far any large emails that are long-form and have graphics embedded, mostly fail to sync, though some do make it. I suspect if added any of the large image-files i have tested and failed to sync, to an email 1st, that they too would also fail...but i will give it a shot

In the demo video of the issues I'm having, that EN Tech support requested, I showed myself searching for random images on Google, large pixel dimension images, then downloading any random large image. So it's not any 1 specific file/attachment. It's not like one-file that I am repeatedly attempting to sync is corrupted... it's any and all Large files.

Oh ok...so like a 2-step sidestep thingy. Getting the file to attach, via drag-n-drop, or when using the attach file paper-clip icon, is not the issue. The image/video or even large graphics rich email is attached to a note no problem. But then when I click sync (i have my system configured for manual sync), the sync wheel spins for anywhere between 3-5 minutes before ultimately returning the red exclamation syn failure notification-icon. However small files/images etc sync just fine... so upload is not an issue. However on EN-Web, the file-attachment will not upload at all. I'm currently trying/running an optimize database process...but EN and Db was only installed yesterday so that's probably useless but I'm trying everything

Great idea, never even thought of something like that. But for me that would sort of defeat the main benefit/feature of EN that I love, which is the 'One app/system to rule them all' when it comes to information storage/management... well kind-a. Indeed this whole experience has led me to do a lot of feature comparison between OneNote & EverNote these past few days. And on the criteria item of uploading syncing files/attachments to a note, OneNote is so far kicking ass... esp for speed. However OneNote has an attachment size limit of 100MB whereas EN is 200MB... so in the scenarios where I have had for example a training course video of 380MB that I want to upload, I have split the video in 2 parts then shared across 2 EN-Notes... in OneNote only 1 Note is required as OneNote has NO Note Limit. Sera sera... ...as in Windows safe Mode? or is there something special I need to do in EN?

cheers...here tis as at today in Australia June 19

Cheers @CalS I got a response from EN-Tech Support... They asked me to turn my BitDefender Antivirus off and try again on EN-Web. Well I literally just did that and once again it failed (see image) So next step is they have requested access to the note/my account so they can reproduce it...urrrggghhh. We really come to appreciate how much we need it when it doesn't work 😉 Thanks for running your test as well. Yeah until 5 days ago, I too had zero issue with upload/sync. And by the way I have latest EN version running on Windows 10 latest pC with SSD 6 core i7-9750 Intel chip with 16 GB ram ....so a very fast machine

The technical support team came back to me on Friday requesting I make a video demonstrating all the issues I'm experiencing. I did as requested, and showed my inability to upload/sync large attachments (images/videos/emails etc)... actually it's mostly just sync, as the files do upload to EN-for Windows, but simply wont sync, and no errors are generated. The EN web client however says can't upload when i attempt to upload the same files. Not being a techy, I wonder if its some change in my BitDefender anti-virus or network settings, as i know I'm the only one experiencing this buggy behaviour. Still no word from tech support since Friday... so today I went the nuclear option and completely wiped EN off my system.. process i followed: Signed out and exited EN for Windows Deleted Chrome EN Clipper Extension Uninstalled EN-for-Windows using REVO Uninstaller Shut Down and rebooted PC Downloaded EN install files and ran setup Logged in and let EN rebuild my database (took 2 hours for this with 4788 notes) Result = NO CHANGE! I still can't sync any uploads/emailed-notes or attachments that are large The sync wheel of death just spins for 3-5 minutes each time I attempt a large upload, and then just return red-sync failure icon...and no error message. This is super weird/strange. Anyone have any other ideas please?

Thanks very much guys for the feedback...greatly appreciated. Perhaps I shouldn't be so quick then to point the finger at EN as 'the culprit' 😉 will do more test this morning, now 6.40 am Australia time... then maybe see if resetting my WiFi network has some impact plus learn if i have anything noteworthy from EN support, as they did say they were sending it up to the technical team. But again at my end, the only thing that was done, was leaving my WiFi off all night, the night before i started experiencing issues. cheers again

I haven't. Didn't know I could so cheers for that. About to go Nuclear option and wipe everything of EN from my system, clean and purge system, then re-install everything see if that does the trick. Thanks for your help.

I'm suffering bad with EN last 2 days. No new notes that are larg'ish or long-form type thingy's are syncing. Whether adding an image to a new or existing note, or trying to save-to-EN, my emails from MS Outlook desktop client that has EN-addon installed. Normally these types of notes have never been an issue, and I can't point to any changes either in updating EN, my system etc... Small images are fine, small emails that aren't graphic/image rich save to EN and sync fine etc. And all other uploads to other online locations work fine. I have dealt with 4 people today...see image below

Going From Bad to Worse... I have the EN add-on for MS Outlook email client/app on my PC. Short basic text-based emails go across and sync fine, but if the email is longer in height with graphics etc then it does not sync! The add-on creates a note, i see it appear in EN desktop app...but when i attempt to sync it, after about 2 minutes of watching the sync icon spin it just finishes with the red exclamation mark, so i delete the new note-from-email...re-sync and is all is well again in the world. And no error message given. EN is killing me these past 2 days. Support is trying but it seems like every email I send them in response to their reply emails is from a diff customer support person who doesn't know what i've given/provided to the last person... urrrrgggghhhh

I replied to a thread about problems syncing yesterday. But really my issue appears to be about attaching large images, and by large I mean pixel dimensions, not file size, as pixel dimensions seems to be the culprit. I say this as small images are attached and synced just fine. I'm on a Win10 64bit laptop running 6.18.4.8489 (308489) Public (CE Build ce-62.3.7750) I raised a ticket to EN-Support yesterday and got their response this morning. Step 1 of there troubleshooting advice was essentially to advise them If I experienced the same issue on the web client. Here's the chronological order of the email back-n-forth with EN Support - sorry for the length, but if you can help, I'd appreciate it MY REPLY 1 MY REPLY 2 MY REPLY 3 THEIR REPLY 1 - including my answers given Do you guys n gals have any ideas about what I should do?? PS...i'd like to attached the failed test image (817kb) but that exceeds upload limit of post..perhaps a private message will work to someone whose willing to run a test either on desktop-app or web client and see if issue is duplicated...cheers ....

I'm using a Samsung Note 8 here in Australia, running Android v9.0, with the EN app v8.10 Every morning, I open the EN app on my phone (that is 4-pin password enabled), then open the same note (that has a video file and PPT doc attached, nothing else), from a notebook that has been 'made available for offline use...so it already lives locally on my phone. Well for the past 2 morning the note takes like 45-60 sec to fully load...strange, as before it was virtually instant. I've also noticed strange unusual behaviour these last 2 mornings, when i manually tap the sync button... the sync notification status rapidly alternates messages. don't know if that info helps get to the bottom of this.

cheers...yeah i actually unplugged power chord from the router last night before bed...i do that every few weeks, and seems to keep things fresh as you say. Are you having any issues with adding images to a new or existing note, then successfully syncing???

I've been having issues with syncing all day today, especially when trying to attach images to notes. Just created a basic note, then attached a 504kb PNG image-file (resolution of 896 x 3,306 px) and after doing a manual sync, like 4 minutes later of trying to sync, it comes back with red-exclamation mark...sync failed. But no error message of any sort. I then have to delete the whole note, empty trash, and sync again to remove red-exclamation mark, but no joy with adding images... EN useless to me today... anybody else having this? Also, when doing a manual sync, vs enabling auto syncing... is there a way to force-stop a sync that has started??? I'm on Win 64bit laptop using latest version of EN-for-windows 6.18.4.8489 (308489) Public (CE Build ce-62.3.7750) copy of support ticket raised**** actually it gets better...I was unable to successfully post ticket as EN support page hung on adding 'activity log' file and appears frozen for the 2nd time! and my internet WiFi speed seems fine...so must be at EN's end...right?

I just went through my list of earlier forum questions I posted, as I recalled asking about this issue (if it is an issue) before, and found it here from Aug 2018. The solution that @CalS gave me then was to 'click the caret icon' ...but you just need to be aware that your mouse/cursor must hover over the notebook name to see the caret icon...cheers

I backed up my database and all notebooks and then finally took the plunge with fingers crossed and updated EN from 6.16.4.8094 to the latest 6.18.4.8489 (308489) Public (CE Build ce-62.3.7750)... and I'm using Win10. My only reason for doing this was that I remembered reading, on the forum or via EN Update bugs report, that EN had taken care of the issue of Notes that are linked to via an in-app-link opening in 'All Notes' instead of the containing Notebook (actually the issue they resolved that I read about may have been creating a new note in a notebook then opened in All Notes - ahh well). Either I got that wrong, they still haven't nailed the issue over last 2 major updates, or i have a configuration setting I need to re-adjust/tweak etc. Any ideas... anyone know how to make sure the Linked-to-EN-Note opens in the containing notebook??? cheers

Due to issues when upgrading previous versions of EN, I haven't updated since installing my version for Win10 --- 6.16.4.8094 (308094) Public (CE Build ce-58.1.6897). But even on this version, I too have noticed the exact same behaviour/issues you did re random shut down. I think i noticed this occurred when trying to drag certain images from file explorer across to EN... perhaps this is the issue? But the only way for me to get EN to work again has been to reboot my PC. But now thanks must be given to @dconnet for his advice "quoted below" ...great to know, cheers

Awesome, once again @gazumped Seriously I don't bother with generating tickets to EN, due to the big gun moderators/gurus/contributors on this Forum like yourself giving the gold... I reckon EN should remunerate the top 5 or 10 of you guys just because of the amount of time/money you save them. maybe a feature request!? 😉 Anyway, your suggestion works great, and the 'dropit' app was not needed, as once the dictation notepad resulting .TXT file was saved in to an 'Add to Evernote' folder on my PC, and a subsequent Import Folder setup on EN... EN created a new standard Note automatically (no attachments) very nice... i didn't know such a feature existed. And when exploring Cortana, I discovered another gold nugget for dictation in Outlook, irrelevant here, but another great find, thanks to you...cheers again mate 👍