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 or students report that new note items are taking a while to update on each other's devices or are not updating at all, they may be experiencing syncing issues. These issues could be related to several factors, including:
- Either the Student or Teacher's app not queuing new changes for upload
- The internet connection itself
- A particular Lesson or Document
- A mismatch in the app version between Students and/or Teacher
- The P2P connection that Goodnotes uses to share a document for live collaboration
- Our Goodnotes Cloud Servers
Before continuing your troubleshooting, make sure you have read How Syncing Works in Goodnotes to understand our systems.
First Checks
Before coming to you, your Teachers and Students should first try the following quick checks to make sure that they can't resolve the issue themselves.
- In the settings of your device, turn Wi-Fi off, wait 30 seconds and turn it back on.
- Check that your device is able to load web pages at a normal speed.
- Force Quit Goodnotes (Teacher and Student scenarios) and reopen. Make a change on the Lesson or Document and see if this now syncs. If changes haven't been synced, they may be lost in this process.
- Log out of Goodnotes and log back in again. If changes haven't been synced, they may be lost in this process.
- Delete and reinstall the app. This will reset any cache and also make sure that all apps are on the latest version, so they are running on the same schema.
If, after all of these checks, your Teacher and/or Student are experiencing the same issues, then you should move on to the next steps in troubleshooting.
Check your Firewall Settings
If your school network uses web filters/firewalls, you will need to add Goodnotes' domains to the whitelist so that your school can use Goodnotes without any issues. Here is the current list of domains to whitelist:
- *.cdn.goodnotes.com (*)
- *.apple.com
- *.goodnotes.com (*)
- *.goodnotescloud.com
- *.goodnotes-devops.com
- api.statsig.com
- featuregates.org
- statsigapi.net
- events.statsigapi.net
- api.statsigcdn.com
- featureassets.org
- assetsconfigcdn.org
- prodregistryv2.org
- cloudflare-dns.com
- beyondwickedmapping.org
- mail.goodnotes.com
(*) If you have .goodnotes.com, it will also cover .cdn.goodnotes.com. However, if your company does not use wildcards for your whitelist, then you would need to add *.cdn.goodnotes.com
Diagnostic Data
Goodnotes keeps logs during use, which can be useful in identifying the cause of an issue or simply acknowledging that an issue is occurring. These logs are referred to as diagnostic data.
Collecting Diagnostic Data
Before you get started, please make sure you have familiarized yourself with how to properly collect this data: Collecting Diagnostic Data from Goodnotes.
Analyzing Diagnostic Data
Once you have collected the Diagnostic Data from all the relevant users, please save this data in a folder and send to our Support Team when you contact Support.