Oddball

@Roy Douglas I didn't know it affected lists too, but that makes sense. Thank you for rewording the bug explanation. One thing I disagree with: I find it very easy to notice that removing or replacing a word that I highlighted, deleted more characters than it should have. It's very obvious to my eye. The issue is that it's a giant pain to have to re-construct the word(s) that got halfway deleted, especially as regularly as I use this feature.

As someone who's had myriad bugs in this app, I can say that it's very disappointing that they lock actual support like this. That's disappointing too, but I appreciate the information. If I'm understanding you correctly, you mean that the devs know about this issue but have chosen not to address it? I've certainly seen lots and lots of updates to the app but none that address bugs I have. No, I'm viewing on desktop. I've tried both Firefox and Chromium. Screenshot attached. Let me try turning off my tracker-blocker extension... Nope, that didn't do the trick either. Most forums have settings to toggle on and off signatures, but to my surprise I don't see anything of the sort here.

That's odd, I don't see signatures in any of these forum posts. Maybe there's a way to toggle those on and off, but I can't find that in my settings. Does it simply lead to this URL? https://help.evernote.com/hc/en-us/requests/new If so, using that webpage just gives me some generic advice (update app, clear cache, sign out and back in) and then tells me to come here to the community. Contacting support options are greyed out behind upgrading. P.S. I have a slight update to the issue, I will edit the top post.

@agsteele@Dave-in-Decatur The bug which I reported at the top occurs on both Gboard and Microsoft SwiftKey Keyboard, but does NOT occur on AnySoftKeyboard. In case that helps narrow things down. But the user interface is unfavourable on AnySoftKeyboard so that's really not a solution in my personal opinion.

I use SwiftKey.

I'm having a strange issue in Android 14 Evernote 10.58.1 with more text being deleted than it should be. Example: I type out the test phrase "Here is a text sample." I then highlight the word "text" and backspace. Current behaviour: "text sam" disappears, leaving "Here is a ple" remaining. This only happens if I select the word "text" via long-holding on the word, then backspace. UPDATE: Or if I double-tap to highlight the word, then backspace. Expected behaviour: only the word "text" disappears. To test things out/narrow down the cause, I tried other methods, and the following all work correctly: If I'm on desktop Evernote. If I'm in any different Android app, and I use any method to highlight the word, then backspace. If I'm on Android Evernote, and I double-tap to highlight the word, then backspace, UPDATE: Nope, now this also results in the bug. If I'm on Android Evernote, and I long-hold to highlight the word, then *cut.*

I appreciate your suggestions, PinkElephant, but a lot of us don't have a second network to try, and most of us don't have access to contacting support. It's inaccessible unless one has Pro, which is why we come here. As for using the app offline, is that intended to test what's causing the problem, or as something to operate under day-to-day? If we use it offline, it won't save our updates to the cloud, right? Then my phone won't have the same note as my PC, and that's a big part of how I use this app, personally.

A late response from me, but yes, I have! The issue occurs less frequently but has not disappeared.

A common feature in document apps is the ability to create headings for certain sections of your document. All these headings are compiled into a list on the side and you can teleport to a specific section of the document by clicking on that heading. Is there anything close to that functionality on Evernote? So far I've been relying on Ctrl-F as a work-around to teleport myself to the place I'm searching for within my note.

I'm not sure what you mean by leaving old days behind, but let me try what you recommended!

Is there a way to submit a support ticket as a Free member? The options to do so were greyed out when I followed the steps earlier in https://help.evernote.com/hc/en-us/requests/new Yes, I uninstalled and re-installed. A decent guess, but I have not noticed any other service that relies on internet (Telegram, Discord, Twitch) drop during the same period that Evernote locks up.

Here's a problem I've had with Evernote for a long time. I've been hoping that updates would fix it so I've waited, but a couple dozen updates later and no change. So I'm gonna come here and bring it up with Support. Once in a while (disappointingly often), Evernote will freeze/lock up. Basically, I want to type more text into a basic note, but the app won't respond. The window doesn't go into "program not responding" mode or anything, but I can't put my text cursor (caret) anywhere in the note, I can't type anything in, I can't switch notes, I can't open menus, etc. About two minutes later, the problem clears up. Evernote.log

Bizarre! That's not what happens to me. I get a number of drop-down fields, and once I fill those out, a message tells me to open a ticket, and then the bottom of the page under these three buttons is very blank and empty. See for yourself. (There was even more white empty space I just couldn't fit it in the screenshot.)

Not "broken." They lead to the wrong places. I've already tried to explain to you that this isn't a case of 404s or dead links. It's a case of 1) This page not giving me a place to open a ticket, instead the bottom of the page is blank. 2) This link I mentioned in webpage 3 "If none of these suggestions help, please contact us." leading to this page, which does not have a way to contact support. It's not a broken link, but an incorrect redirect. I hope this clears up the issue. I know that you can't personally do anything about it, this is a job for whoever edits Evernote's HTML — but still, I wanted to clear up that the problem isn't what you thought it was. And yes, your screenshots match up with what I've reported. I do on my main browser, but as I've already explained, I've tried on desktop, mobile, different browsers, wi-fi, ethernet, and mobile data. Some of these don't have any kind of blockers at all. I appreciate the commiseration/empathy. And funnily enough, your username is exactly what I've been thinking throughout this process.

True. However, I've written this in hopes that actual staff will take notice and assign their web management team to fix where the hyperlinks redirect to, as well as fix the https://help.evernote.com/hc/en-us/requests/new webpage which is apparently supposed to open a ticket after filling out all the dropdown fields, but does not. Wait, are you saying that Webpage 3's "contact us" hyperlink *doesn't* take you to https://help.evernote.com/hc/en-us , but to an actual contact page? Or am I misunderstanding you? Because, to clarify my points in the original post, none of these links lead to a 404, they all simply lead to pages that don't provide a way to get in contact with staff like the text says they are. It's as if Webpage 1 is missing content at the end and Webpage 3 leads to an unrelated landing page. I've tried on desktop, mobile, different browsers, wi-fi, ethernet, and mobile data. My tests have been quite thorough from my end. Please refer back to the final paragraph of the first post. If tech support is only for paid users, then this is another issue (in addition to the hyperlink loop above) that the website development needs to solve, because none of the support pages I've listed here make any mention to these features (that they explicitly tell me to do follow in order to file a support ticket!) being only available to some users. P.S. Well, it does say I need to upgrade if I want to unlock chat or email buttons, but I assume that's a separate thing from filing a support ticket. Those are typically handled in-website from my previous experience.

I can't express how frustrating it is to be caught in this loop of hyperlinks when I'm in the support section of your website. I will describe the problem in detail, so that you have an idea of what the average user experience is when using the support section of your website. Webpage 1. Let's start with "Help & Learning / Submit a request." The URL is https://help.evernote.com/hc/en-us/requests/new This webpage gives us a number of drop-down fields, and once you fill those out, you're given this message at the bottom of the webpage: Alright, should be no problem, we're told to submit a ticket. Is there a way for us to submit a ticket? NO, THERE ISN'T. This webpage is giving us instruction to submit a ticket with no actual way to execute it. I've looked everywhere in the support section of this website and submitting a ticket isn't included anywhere. See for yourself. However, that "activity log" earlier was a hyperlink, so let's follow that to try to find a lead. Webpage 2. "Send an Evernote activity log." The URL is https://help.evernote.com/hc/en-us/articles/208314078 This webpage gives us the following instructions: Excellent, a hyperlink to how to create a support ticket. This looks promising. Follow it and we land on... We land back on webpage 1, above, the "Help & Learning / Submit a request" page. Which as I've already outlined, simply ends in instructing us to submit a ticket but doesn't give us a way to do it. In desperation, I search the bottom of "Send an Evernote activity log" webpage and find: That hyperlink also sends me to webpage 1. To the "Help & Learning / Submit a request" page. Webpage 3. I decide to try a different webpage, "How to troubleshoot crashing issues." The URL is https://help.evernote.com/hc/en-us/articles/209005567-How-to-troubleshoot-crashing-issues I find the same links as webpage 1 and 2, the clickable Activity Log and Contact Support that don't lead to an actual way to contact support. But, I do find this, and it looks promising: Clicking that hyperlink leads us to https://help.evernote.com/hc/en-us which does not have a way to contact anyone. This is a list of articles. In closing, This is what the user experience is for anyone trying to get contact support or simply follow the instructions that you gave us to file a ticket. It's buck wild. It's impossible. It's a loop of unhelpful hyperlinks. Evernote. Please get some staff on this to change the hyperlinks above to actually lead to a webpage that allows us to submit a ticket/contact support, because webpage 1 certainly does not. And, no, before anyone tells me that I can't find tickets because I'm not a paid subscriber or something, no, that is not an excuse. All above webpages have presented instructions of what to do, namely to go file a ticket and given me a hyperlink to go with it. None of them have made mention that this is a paywalled feature. And even if it is, it's hardly appropriate to send technical-difficulty-struggling users to a webpage that gives them fields to fill out and ends in telling them to do something that's not possible for their account.

Thanks for the info -- Yeah, like I asked in the original post: "If this is a feature, where do I switch it on and off?" I don't have a problem with it being a feature, but if it's a feature that overrides your phone's normal functions, then it should have an on-off switch, absolutely. Especially if it has the potential to be an accidental huge battery-drainer.

The same reason you'd want your phone to automatically shut off the screen after a while in any other app. I don't see why Evernote should be an exception, unless of course you turn on a setting where you ask it to stay lit. @jefito Weird! So our phones are doing different things... I hope I'm not the only one this is happening to, and that someone can help me out.

When I have a Note open on-screen on Evernote Android, the normal settings of my android for the phone screen shutting off/going black, are overwritten. The screen stays on indefinitely. (I've tested it while plugged into a charging cable, and when not plugged in, and it happens in both instances.) If this is a bug, what can I do about it? If this is a feature, where do I switch it on and off?

@Dave-in-Decatur If you read the second and third posts in this thread, you will see that I have already been filled in on this, and I have corrected/changed my support request accordingly.

I appreciate your concern about what my problem was that brought me to your support page in the first place. But to be honest, that problem is minor*, compared to the fact that Evernote's support page gives misleading/impossible directions to every Basic customer who goes to the support page. That is a huge problem, and needs priority. And that is what I opened this thread to address. *(and would fit better in a different topic/thread)

They responded on Twitter, but they just gave a non-answer. Basically they told me to go to discussion.evernote.com (here) or help.evernote.com (which is the very place I was having this problem). Not helpful. I don't think I'm going to get anywhere with this.

It's ridiculous that Evernote support outright gives me directions to submit a ticket if I'm unable to do so, as I'm not a premium user. How I want this resolved: Evernote, please rewrite your directions in https://help.evernote.com/hc/en-us/requests/new. In your directions, provide options of what the user should do next to address their problem. e.g. "If you are a Premium user..." and "If you are a Basic user..." @gazumped Thanks for letting me know about their twitter, I'm going to see if they'll respond to me on there.

Which service: I am using Evernote's Support webpage. What I was trying to do: I was trying to submit an online help request to Evernote. The problem in detail: When I am on Evernote's Support webpage, and I am filling out their form to submit a help request, these are the instructions I receive: https://i.imgur.com/VOWQWsu.png "Please submit a ticket," it reads. But the body of the text ends there. There is no link to create a ticket, anywhere on this webpage, and possibly not even on this website. I thought that I *was* in the place where I was submitting a ticket. But there is no text box for me to type my ticket up, and no link directing me to where to submit a ticket. So I cannot follow the directions. Therefore I think the website is "broken," since I cannot take the next step that the directions tell me to take. Tried anything else?: I've tried choosing many different options in the dropdown boxes and they all lead to this bug. How I want this resolved: I want this to be resolved by fixing that part of the website so I am able to type my problem into a ticket submission, and submit that ticket, where it would be emailed to the support team.