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Crashing

Tiffany Kain Jan 30, 2018 04:29PM PST

Hello,

I just downloaded and paid for the app a couple of days ago and the program keeps crashing. It also erases any notebooks or pages I create. When I do start using the pages in a notebook, it won't let me type anything or edit the color or add more pages. It just freezes. I sent the crash report earlier today.

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Outline Jan 31, 2018 01:15AM PST OUTLINE Helping Hand
Hello Tiffany,
thanks for contacting us. I'm sorry it happens to you.

May I ask you, are you on iPad or Mac?
Are your notes already synced to a cloud? Have you noticed whether the crash or freeze occurs while trying to sync?
Or is there any other specific action that causes it?

These details will help me to identify the issue and provide corresponding support.
Thank you!
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Tiffany Kain Jan 31, 2018 12:34PM PST
I am using my Mac. I'm not sure if my notes are already synced to a cloud. When I try to create a notebook I can create one (though sometimes it doesn't let me create one) and I change the save location to a specific location in my documents. I believe the default option was a cloud location. Other than that, I've never tried to sync it to a cloud. I just open the app on my Mac and I have trouble from the very beginning. When it does randomly work and I'm done taking notes, the next time I open the app, everything is erased and it looks as if I was opening it for the first time. I will go to my documents and try to open the notebook from there, as that is where I selected to save it, and it won't open or it will open one tab (empty, none of my saved work is present) of the notebook under another name, "Inbox", instead of the name I gave the notebook. The other tabs I previously created within that notebook aren't present. This is when I have trouble adding pages, or tabs or editing the settings of the notebook.
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Outline Feb 01, 2018 04:14AM PST OUTLINE Helping Hand
Tiffany,
thanks a lot for these details. Please try to use Outline cleaner file. I will send it to your email.

After that please try to open your already existing notebook from the Documents.
Is it blank or the content you created is there?

Please let me know.
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Tiffany Kain Feb 07, 2018 08:58AM PST
The file cleaner did not work. It did start to work a little better as far as being able to use the notebook when I have it pulled up but I still cannot find my saved work after I close it and open it back up. When I try to go to the file I saved them at I can't open them individually anymore.
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Outline Feb 09, 2018 03:46AM PST OUTLINE Helping Hand
Tiffany,

could you please send me a screenshot showing your files in the folder?

Thank you!
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Tiffany Kain Feb 09, 2018 05:27PM PST
/Users/Tiffany/Desktop/Screen Shot 2018-02-09 at 7.27.09 PM.png
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Tiffany Kain Feb 09, 2018 05:28PM PST
I don't know how to send you the screenshot, it didn't show up on my previous comment.
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Outline Feb 15, 2018 04:46AM PST OUTLINE Helping Hand
Tiffany please send it to support@outline.ws

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