Marknote.AI - Troubleshooting Guide

Welcome to the Marknote.AI Troubleshooting Guide! This resource will help you resolve common issues you might encounter while using our application. Follow these step-by-step solutions to quickly get back to your productive workflow.

Network Connectivity Issues

Diagnosing Network Problems

  1. Check your internet connection by opening a web browser and visiting any website
  2. Verify that Marknote.AI has permission to access the internet in your system settings
  3. If using a VPN, try temporarily disabling it to see if that resolves the issue
  4. Check if your firewall is blocking Marknote.AI's connection

Resolving Connection Errors

  • "No Internet Connection" Error:

    1. Restart your Wi-Fi router
    2. Try connecting to a different network if available
    3. Switch between Wi-Fi and mobile data (on mobile devices)
    4. Restart the application after your connection is restored

  • Slow Response Times:

    1. Check your internet speed using an online speed test
    2. Close bandwidth-intensive applications running in the background
    3. Move closer to your Wi-Fi router or use a wired connection
    4. Try reducing the quality settings in the app (Settings > Performance)

Offline Mode

If you're experiencing persistent network issues, you can still use Marknote.AI in offline mode:

  1. Go to Settings > General
  2. Enable "Offline Mode"
  3. Note that AI features will be unavailable, but you can continue editing your notes
  4. Your changes will sync automatically when your connection is restored

AI Model Availability Issues

When Models Are Unavailable

  • Service Status Check:

    1. Visit status.marknote.ai to check if there are any known service outages
    2. Look for the specific model you're trying to use in the status dashboard

  • Switching Between Models:

    1. If a particular model is unavailable, click on the model selector dropdown
    2. Choose an alternative model from the list
    3. Retry your query with the new model
    4. You can continue your conversation with a different model without losing context

  • API Key Issues:

    1. If using your own API keys, verify they are entered correctly in Settings > AI Models
    2. Check that your API key has sufficient credits or quota remaining
    3. Generate a new API key from the provider's website if necessary
    4. Update your key in the application settings

Model-Specific Troubleshooting

  • GPT Models:

    1. If experiencing timeouts, try breaking your prompt into smaller chunks
    2. For "content policy violation" errors, revise your prompt to comply with usage policies
    3. If the model is slow, try using a smaller model variant (e.g., switch from GPT-4 to GPT-3.5)

  • Claude Models:

    1. For "rate limit exceeded" errors, wait a few minutes before trying again
    2. If experiencing context window issues, summarize previous parts of the conversation

  • Other Models:

    1. Each model has different limitations and requirements
    2. Refer to the specific error message for guidance
    3. Check our help center for model-specific troubleshooting

Login and Authentication Problems

Account Access Issues

  • Forgotten Password:

    1. Click "Forgot Password" on the login screen
    2. Enter the email address associated with your account
    3. Check your email for password reset instructions
    4. If you don't receive the email, check your spam folder
    5. Set a new password that meets the security requirements

  • Email Verification Problems:

    1. Check your spam/junk folder for the verification email
    2. Click "Resend Verification Email" in the login screen
    3. If you still don't receive it, try adding [email protected] to your contacts
    4. Contact support if verification emails consistently fail to arrive

  • Third-Party Authentication Failures:

    1. Ensure you're using the same Google/Apple/Microsoft account you registered with
    2. Check that you haven't revoked Marknote.AI's access in your third-party account settings
    3. Try logging out of your third-party account and logging back in
    4. As a last resort, use the "Login with Email" option if you provided an email during registration

Session Management

  • Unexpected Logouts:

    1. Check if you're logged in on too many devices (limit: 5 devices per account)
    2. Verify your account hasn't been accessed from an unrecognized device
    3. Update the application to the latest version
    4. Clear the application cache and try logging in again

  • "Session Expired" Errors:

    1. Simply log in again to refresh your session
    2. If this happens frequently, check your device's date and time settings
    3. Ensure they are set to "automatic" or correctly synchronized

Application Performance Issues

App Freezing or Crashing

  1. Force close the application and restart it
  2. Update to the latest version of Marknote.AI
  3. Restart your device
  4. If using the desktop version, check that your system meets the minimum requirements
  5. Clear the application cache:
    • Go to Settings > Advanced > Clear Cache
    • Restart the application

Memory Usage Problems

  • High Memory Consumption:

    1. Close unused notebooks and notes
    2. Reduce the number of images in your notes
    3. Split very large notes into smaller ones
    4. Limit the number of AI conversations kept in history (Settings > AI > History Limit)

  • Slow Editor Performance:

    1. Disable real-time preview for very large documents
    2. Use "Lite Mode" for better performance on older devices
    3. Reduce the use of complex formatting and embedded content

Data Synchronization Issues

Notes Not Syncing

  1. Check your internet connection
  2. Verify you're logged into the same account on all devices
  3. Force a manual sync:
    • Pull down on the note list to refresh
    • Or go to Settings > Sync > Force Sync
  4. Check the sync status indicator in the bottom corner of the app

Conflict Resolution

If you've edited the same note on multiple devices while offline:

  1. When a conflict is detected, you'll see a conflict resolution dialog
  2. Review both versions of the note
  3. Choose which version to keep, or select "Keep Both" to create a copy
  4. To avoid future conflicts, ensure sync completes before closing the app

Language and Localization Issues

Incorrect Translations

  1. Go to Settings > General > Language
  2. Verify your preferred language is correctly selected
  3. If you find translation errors, you can report them:
    • Go to Help > Report Translation Issue
    • Provide the incorrect text and your suggested correction

Character Display Problems

  • Missing or Garbled Characters:
    1. Ensure your device has the necessary language packs installed
    2. Try changing the application font in Settings > Appearance > Font
    3. Update to the latest version of the app, which may include improved language support

Storage and File Issues

Import/Export Problems

  • Failed Imports:

    1. Check that your file is in a supported format (.md, .txt, .docx)
    2. Verify the file isn't corrupted or password-protected
    3. Try importing smaller files or splitting large files
    4. Check file permissions

  • Export Errors:

    1. Ensure you have sufficient storage space on your device
    2. Try exporting to a different location
    3. Export in a different format
    4. Export individual notes instead of entire notebooks if dealing with large amounts of data

Emergency Recovery Options

Recovering Unsaved Changes

If the application closed unexpectedly:

  1. Reopen Marknote.AI
  2. Look for the "Recover Unsaved Changes" prompt
  3. If it doesn't appear automatically, go to Help > Recover Unsaved Work
  4. Select the version you want to restore

Accessing Notes When Services Are Down

  1. Enable "Local Backup" in Settings > Backup
  2. This creates regular backups on your device
  3. If cloud services are unavailable, you can access these backups:
    • Go to Settings > Backup > View Local Backups
    • Restore the most recent backup

Contacting Support

If you've tried the troubleshooting steps above and still need assistance:

  1. In-App Support:

    • Go to Help > Contact Support
    • Fill out the support form with details about your issue
    • Include screenshots if possible
    • Add logs (Help > Export Logs) to help our team diagnose the problem

  2. Email Support:

    • Contact [email protected]
    • Include your account email, device information, and a detailed description of the issue

  3. Community Forum:

    • Visit community.marknote.ai
    • Search for similar issues that may have already been resolved
    • Post your question if you can't find an existing solution

  4. Live Chat (Premium and Professional subscribers):

    • Available from within the app during business hours
    • Click the chat icon in the bottom right corner

Remember that most issues can be resolved with a simple application restart or by updating to the latest version. We continuously improve Marknote.AI based on user feedback and are committed to providing you with a reliable and seamless experience.