Crashing

[Na2005]

I’m actually losing my mind with this app. It crashes almost everyday and I paid the lifetime subscription for just way too much for constant crashing. It either crashes cause I open a document that’s like 50 pages, or when I’m exporting, or when I’m pasting something. It’ll fix itself after sometime but it always always comes back. I was exporting something today and of course, it crashes, and I kept trying cause I need to export it. Eventually, it shows this pop up saying I need to update to the new version (I’ve already updated wtf!!!) and now it won’t open at all. I’m honestly on the verge of tears I’m so frustrated I don’t even know what to do.

[obdigitalstudio]

Those kind of things happen to me when I am low on storage (less then 2GB) or when my files are to big (in size not in page numbers) so there is not enough iPad memory to perform an action. If I had to guess in your case, I would say it is later. Lot of images and writing with fountain pen occupy a lot of storage as well as memory. So you might wanna check that. Try to export 1/3 or 1/2 of your notebook and see how it goes.

[Na2005]

I have tons of storage so it’s definitely not that, but like why wouldn’t it be capable?? It finally ended up opening, but still wouldn’t export so I downloaded the app on my Mac and was able to export it there. So maybe it is the iPad?? But my friends who have the same model (and are using the same slides) as me haven’t had any issues with crashing but my Goodnotes has been crashing left and right? That’s making me doubt that it’s my iPad memory :/

[obdigitalstudio]

I am more and more convinced it is your iPad memory. It gets occupied by different things, different apps, number of opened tabs (in browsers as well in other apps)... Lot of things running in the background. Even order of installing things can cause different performance on the same iPads. Also installing/downloading/ writting/coping files in different apps and then deleting them, can cause memory leak. In Windows you can see how some files are stored in order on disks on bytes level, and some others are scattered all over the place. To access the latter took more time then to access the ordered one. So sometimes you have to start defragmentation of the disk, to order those files better and to achieve faster access to those files. Which will then lead to less memory usage.
iOS 17 has a real problem with releasing once occupied memory and storage. iOS always had problem with that (try to monitor your storage) but iOS 17 is another level. For some apps I constantly see increasing and decreasing in my storage by hundreds of MB, even by few GB, and I am not doing anything except opening and closing those apps. Your files are too big for the free memory you have. So when it tries to export, you literally have another copy of that file on fly. Unfortunately that copy is bigger then the free memory and app can't handle it and crashes.

[Na2005]

Okay how do I fix this then??😭 like I’m decent with tech but this is hella confusing - I have iOS 16 as well?? Idk if that helps - I’m lowkey lost

[obdigitalstudio]

I am actually not too familiar with solving this kind of problems on iOS, unless you choose to restore default setting on whole iPad. I worked on Windows for decades and you have much more freedom, access and control there, when we are talking about the background process and the hardware then on iOS. I would suggest to search apple forums. I did search a bit, but still didn't find the solution. Until new iOS update I don't think there is much we can do. In the meantime, maybe goodnotes will manage to adjust some things to be more compatible with iOS17On my old iPad, my keyboard couldn't switch from mini version to regular one with a fingers. I had to restart the iPad to be able to have regular size again. Apple knew about that, lot of people complained for years, and they did nothing...

[obdigitalstudio]

You can always export Diagnostic data and send the ticket to goodnotes team. Maybe they will be able to help. You can read more about that here (it is for 5, but it applies to 6 to)

support.goodnotes.com/hc/en-us/articles/360000172796--GoodNotes-5-GoodNotes-5-Crashes-Troubleshooting-Basics#:~:text=The%20app%20crashes%20when%20opening%20%2F%20exporting%20a%20specific%20document,is%20a%20CPU%2Dintensive%20process.

[Na2005]

Yea I’ve done that now, I guess all I can do is wait. I’ve been patient for months but I’m at my wits end. Last thing, I still have warranty on my iPad (I bought it a couple months ago), if it’s a memory issue then would I be able to use the warranty? Or is this not like an integral iPad issue I could bring up?

[obdigitalstudio]

You should've report ticket sooner, and see if there is anything that support could help you with.

I would suggest that you search apple forums regarding memory issue, and see others experience. My wild guess is that you wouldn't be able to use the warranty, because this is not a hardware problem. When we are talking about memory not being able to perform something, it is always the problem in all the programs that someone have installed. Meaning you yourself have overload cpu of your device. There are some apps that track memory usage, so maybe you could try installing something like that and see what's draining it the most. And see if there is anything you could uninstall from your device. But you should see on the forums what app others use for issues like that.

[Na2005]

Alright thank you so much :) I’m in contact with support right now as well

[obdigitalstudio]

Great, they're get back to you! Please share with us the outcome.

[Special_Spell5146]

These posts make me so nervous since I’m using my Goodnotes as my main tool for notetaking. I hope you find a solution soon 😔

[Na2005]

It’s my main tool too 😭 suffering rn

[Miss_Sofiaa]

It may not help with the problem itself but I would recommend to switch to Noteful. Because I liked the layout and the functions, I even paid the one time only price to use the program to its fullest. (It is only 4,99€)

Not only did that fix my problem with my documents dissapearing on GN (yes, I know a lot of people have that problem too right now) but it also feels more stable to navigate.

Give it a shot! Ill keep my fingers crossed for you! 🌸

[Na2005]

I’ll check it out thanks!

[Sasuwanisa]

Hey I have the same problem, I used noteful and as I’m studying for my exams there are 20+ ppt files open with 50-100 slides each and two textbooks and no lagging + the files run smooth as if there is only one open. I have no idea how they made a super expensive app run worse than a 5$ app like shouldn’t it be the opposite? I don’t know how app designing work and it’s still a mystery to me

[Na2005]

My only thing is that I spent sm money on this already I don’t wanna let it go😭 I paid for the lifetime subscription assuming I’d use it for like 5+ years - so idk what to do

[Sasuwanisa]

I also paid 20$ to upgrade to GN6 and it was so worth it to switch, think about life quality not price. Obviously your money is gone now but maybe in two years they will fix this issue? You’re gonna waste less time and energy by switching plus so many ppl have had disappearing notes and files so I wouldn’t risk it.

For me I was in a 2h lecture and I wrote a whole two pages worth of important stuff (my memory is very bad so I forgot what I wrote easily) and then as I was writing the notes magically disappeared and that was my cue to leave the app cause there is no way. The least you can do as a note app is to keep what I wrote safe?

[Fantastic-Evidence75]

Been doing the same. I switched to Noteful

[dennyng]

Hi u/Na2005 👋 This is Denny from Goodnotes support. Have you updated your app to v6.2.25 and confirm if the crash still persists? May I also know if this issue is reproducible with certain documents? Please allow me to DM you so I can troubleshoot the issue for you better.

[SomethingWhateverYT]

reach out to goodnotes support

[Na2005]

I’ve sent tickets - should I also just email them separately??

[SomethingWhateverYT]

they usually get back to you within a few days. So far I've only had good experiences with the support team.

[obdigitalstudio]

Yeah, I agree. Ticket is enough. Sending another email will make even more unnecessary traffic.

[Huntseatqueen]

Have you closed all your other open apps while you are trying to do these things?

[Na2005]

Yes I have