Unable to Sync New Lessons

This article covers Goodnotes Education Plan features only. Free Plan users do not have access to Class Folders and other Education only features. To upgrade, contact your institution's IT administrator.

If your Teachers are having trouble uploading a new Lesson to their Class Folder, or if their Students have not received the new Lesson in their copy of Goodnotes 6, please use the following guide to troubleshoot the problem.

Scenario 1 - If one Student has not received the new Lesson

If a single student cannot see a new Lesson in their Class Folder after the teacher has properly added it, while other students can see and access it, the issue is likely with that student's app rather than with the teachers. 

If no Students have access, please head to Scenario 2. 

To troubleshoot this for a single Student, use the following method:

1. Make sure First Steps have been completed by the Teacher and Student if possible. Be sure to make sure the Student has backed up data beforehand!
2. Ask the Teacher to create a new Class Folder and add the affected Student.
3. Add the Lesson to Class Folder. If the Student receives the new Workbook, move on to Step 5. If this is still unsuccessful, continue to Step 4.
4. The Student may be having issues with Collaboration. From a known good Goodnotes app, share a document for Collaboration, if successful continue to Step 5. If unsuccessful, collect your Student's Diagnostic Data and contact Support.
5. Your Student may have access connecting to that particular Class Folder. Ask the Teacher to remove and re-add the student to the Class. If Student can now see the new Lesson, their problem is solved. If the issue still occurs, contact Support and send our team the following information:
   • Student's Support ID
   • Diagnostic Data from the Student's Device
   • Class ID
   • Teacher's Support ID

Scenario 2 - If none of the Students in a Class have received the new Lesson

If a Teacher is reporting that none of their Students can see the new Lesson, then it may likely be related to either the Lesson itself or the Teacher's copy of Goodnotes. To identify the cause and troubleshoot this, use the following method:

1. Make sure First Steps have been completed by the Teacher
2. Attempt to share with a different Class Folder, if this fails, continue to Step 3. If sharing with another Class is successful, head to Step 6.
3. Attempt to Export the Lesson as a PDF, if this has errors, then the lesson may be corrupted. Please copy the information to a new Lesson. If successful move on to Step 4.
4. Import the Lesson as a PDF into a known good Goodnotes app, and attempt to share it with a different Class. If successful, head to Step 5. If unsuccessful, the Lesson itself has become corrupted.
5. From a known good Goodnotes app logged into a different account, attempt to share the exported Lesson from Step 3 to the same Class. If unsuccessful, head to Step 6. If successful, move on to Step 7.
6. There is a problem with the Class Folder. Ask the Teacher to Create a new Class and add all the existing Students. This Class can now be used instead, and the Teacher should migrate the Lessons from the affected Class Folder to the new one. If this is not possible for whatever reason, please contact Support and provide the following information:
   • Teacher's Support ID
   • Class ID
7. There is a problem with your Teacher's Account or copy of the app. Please contact Support and share the following information:
   • Teacher's Support ID
   • Diagnostic Data from the Teacher's Device