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Shane D.

How do I troubleshoot syncing Issues? (Mac)

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Hi there,
 
If you’re experiencing syncing issues with Evernote for Mac, please see the following steps you can take to try and troubleshoot the issue, and hopefully fix it yourself:
 
  • Check Evernote's status blogEach week, the Evernote servers are updated with new versions of the various software components that power the service. During this time, the service can be slow or even intermittently unavailable. Check status.evernote.com to ensure that there isn't a server-side problem causing your sync error.
     
  • Evernote Basic - If you have Evernote Basic, verify that you don't have more than two devices associated with your account in your account settings.
     
  • Make sure you’re on the most current version of Evernote for Mac. If you are not, please reinstall/update to the current version and retry syncing. (Updating/reinstalling does not affect your local database, so your content and notes will remain intact)
     
  • Check your Evernote 'Trash' for any notes/items that you wish to keep. If there aren’t any notes you would like to keep, empty your Evernote Trash and retry syncing. (The Evernote ‘Trash’ is the very last item listed on the bottom of the left-hand side bar)
     
  • If this doesn’t work, see if there are any specific notes that are causing the syncing issue:
     
    1. Click the sync button. It will fail, but this will put fresh data in the activity log.
    2. Click Help> Activity log.
    3. From the Activity Log, search for the words 'error’ and ‘exception'
    4. If you see the titles of one of your notes listed next to ‘error’ or ‘exception’, try copying the content of that note to a different location like Apple Notes, and then delete that note and empty it from the trash. (Repeat this process for each note title you see)
    5. Retry syncing
 
 
 
If youre still experiencing sync issues, execute the following steps to rebuild your Evernote for Mac local database:
 
(DISCLAIMER: Be sure to execute the following steps exactly as they are listed. Improperly executing database rebuild steps may cause irreparable damage to your local Evernote database. 
 
Please know that if you have a very large local database it may take awhile (upwards of over an hour) to rebuild your local database.
 
Remember, local notebooks are stored locally within your local database only. Make sure that you properly export and backup any notes from from your local notebooks as this database rebuild will delete any local notebooks.
 
If you do not feel comfortable proceeding with rebuilding your database, or need more assistance, stop here and open a support ticket or reach out to Shane D. via DM.)
 
**Export unsynced notes and/or local notebooks (if you have any):**
 
1. Select all unsynced notes, or each local notebook, then right-click and select Export Notes
 
2. Choose 'Evernote XML Format (.enex)' next to Format, then save the file to your desktop
     * Detailed instructions here: (https://help.evernote.com/hc/articles/209005557)
 
**Move your existing Evernote database:**
 
1. Open Evernote for Mac
 
2. Press and hold the Option key on your keyboard, then select Help> Troubleshooting> Open Database Folder (keep this folder open)
 
3. Select Evernote> Quit Evernote from the menu bar
 
4. Move the numbered folder from the database folder to your computer's desktop
     (If you have more than one numbered folder, move each one)
 
5. Open Evernote and log in to your Evernote account
 
Evernote will download all of your synced notes from the servers and create a new database on your computer. You can then import any exported notes by selecting File> Import Notes from the menu bar.
 
 
 
 
Hopefully, these steps helped you to fix any syncing issues you’ve been encountering. However, If none of these suggestions help, please see these best practices for opening a support ticket, and then contact us
 

If you'd like to open a ticket immediately, it's helpful to include the following in your ticket submission: 

  • A copy of your activity log
  • A description of what is happening
  • What version of Evernote you are using
  • Which device your notes are not showing up on
  • A list of all the steps you took before you contacted Evernote Support

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Hi Shane - I've just purchased a new mac - I've done everything above - and Evernote on my mac will not sync. 

I can see my notes online and on my phone - but it won't sync. 

 

I've included the activity log here - but it says that the sync is good! 

 

Thanks

Chris

 

Evernote_457564_2019-04-09.log

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