First Steps
Your Teachers may come across rare instances where they experience UI glitches or buttons and features not working properly. In these circumstances, please make sure your Teacher is completes the First Steps to troubleshoot their issue.
If the issue persists:
-
Multiple users affected: If more than one user is experiencing the same issue, Goodnotes Support will want to investigate. Please:
- Collect multiple screen recordings of the issue
- Ask affected students to create a Manual Backup in Goodnotes
- Contact Support with the above information
-
Single user affected: If the issue is isolated to one teacher and they have completed all the First Steps, contact Support with:
- Diagnostic Data from the teacher's app
- Screen recording of the issue from the teacher
How to export diagnostics:
Open your Goodnotes library > Settings > Your Name > Account Settings > Export Diagnostic Data > Send us the .zip file.