If you're experiencing recurring crashes, the app won't open at all or you can only see either a popup of your Support ID or a blank page, it could be that GoodNotes couldn't read your app library due to some database failures.
This issue may also persist even if you have already tried force-closing the app and re-launching it, as well as updating GoodNotes to newest version on the App Store.
As an immediate workaround, here are a few things you can try to resolve the issue:
- Offloading the app: go to device Settings > General > iPad/iPhone Storage > GoodNotes > Offload App. This might take a while. After that, tap "Reinstall App" and see if that helps.
If none of the above methods helps (or you don't have a proper backup), your local database is corrupted and we can try to recover it based on the files on your device.
How to export/retrieve your app database and send to our team?
First make sure the device has enough storage space by looking in your device Settings > General > About. The "Available" capacity should ideally be a few times as large as GoodNotes' Documents & Data in General > iPad/iPhone Storage > GoodNotes.
Then, proceed as follows:
- Open the Settings app, go to GoodNotes (at the bottom of the left section), and enable Temporary Diagnostic Mode.
- Open GoodNotes again and a "Temporary Diagnostic Mode Enabled" dialog will show. Choose OK to export all data, then the app will close (not a crash).
- Connect your device to a computer via a USB cable.
- Launch iTunes (Windows or macOS) and locate GoodNotes' internal files in the File Sharing section. If you're on macOS Catalina or later, locate GoodNotes Files section instead.
- Select all_goodnotes_files.zip file from GoodNotes and drag it to your desktop.
- Send the file to us.
Note: If the file is larger than 2GB, please upload it to your own cloud storage and send us a public link to it. Or let us know and we can generate a link that you can use to upload the file.