Note Air 2+ notes created show up empty on Note Air

James Eichenbaum

• October 22, 2022 23:02
• Edited

When I create a note on my Note Air 2+, it will sync to cloud and can be viewed on PC. Note sync's to Note Air, however shows up blank, empty, only background template layer (No annotation data on my Note Air. All devices are logged into same account and on same network. All devices have most current firmware. Notes created on Note sync correctly to Note Air 2+

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  Booxshop Service

  • October 25, 2022 02:45

  Hi James, we apologize for the inconvenience.

  In this case, please check if the firmware version of your Note Air is the latest. If not, please update the firmware. You could check it in the "Settings" > "Firmware update" > "Check for update".

  If the problem persisted even if the firmware version is the latest, please try to manually sync your notes on the Note Air by clicking the sync icon on the top of the page. And please check whether the problem can be resolved.
  

  If still unable to solve the problem, we suggest reproducing this issue on your device. After that, please immediately submit feedback via "Settings" > "Feedback" > "+" on your device. Please make sure that you tick the option "send logs" while sending the Feedback so that we can analyze and diagnose the exact problem better. Our technical team will reply to you in 2 working days after you submit the Feedback.​ 

  Many thanks for your effort and understanding.

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  James Eichenbaum

  • October 25, 2022 16:47

  As stated in initial post ALL firmware on both devices is most current. Both devices have been synced numerous times. Notes written and edited on older Note Air update and sync to Note Air 2+. Notes written on Note Air 2+ show up on Note Air, However the annotations do not. Annotations to notes made on Note Air2+ do not show up on Note Air.

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  James Eichenbaum

  • October 25, 2022 17:03

  

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  James Eichenbaum

  • October 25, 2022 19:15

  This appears to be a forward compatibility issue between the Note Air with most current Firmware 3.2.4

  the Note Air 2+ with most current Firmware 3.3

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  Booxshop Service

  • October 26, 2022 04:14

  Dear customer,

  In this case, please submit feedback via Settings > Feedback > + on your Note Air device. After that, please let us know the Mac number and we will check with our tech team. 

  Many thanks for your effort and understanding.

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