Skip to main content
Even when something has gone wrong, keeping to the order usually gets it back. Below, by symptom, is what to check first and what to touch after that. Last resorts are kept for last.

​
The manuscript is not showing

1

Check the trash first

A deleted file stays in the trash for 31 days. If it is in the list, one Restore button puts it back where it was before you deleted it.
2

Check the document history

If the file is there but the content is empty or cut off, look for an earlier version in the document history. Versions build up on their own, but only once every 10 minutes, and only when more than 200 characters have changed.
3

Check whether it moved to another folder

It may have gone into another folder while being dragged. Put even part of the title into search and its location comes up.

​
Work written on another device is not coming across

Check the status first under Sync Settings in the project settings. The screen is described in Sync and backup.
  • If Pending changes still shows a number, it has not gone up yet. Leave it online for a while and it will.
  • If Cloud Sync is off, that project is on this device only. It will not show on other devices until you turn it on.
  • If the same paragraph was edited on two devices, the one saved later is what stays. See the offline entry below.

​
I wrote offline and the content was overwritten

Offline mode settles conflicts by Last Write Wins. That means a change saved later overwrites a change saved earlier, so if the same paragraph is edited offline on two devices, one of them disappears. The notice that comes up the first time you go offline states this rule as well. The content from before it was overwritten may still be in the document history. To head it off, do not edit offline on several devices at the same time. Writing offline covers the behavior in detail.

​
What is on screen differs from what is actually there

For when a file that should not be in the list is still there, or an edit looks like it has not been applied.
1

Reopen the window

Closing and reopening the tab, or quitting and restarting the app, sorts out most of it.
2

Clear pending changes first

Check under Sync Settings in the project settings that the pending count is 0. Take the next step while any remain and those changes are gone.
3

Reset cache

Click Reset cache under System in settings. It clears the local cache built up on this device and fetches it again from the server. It does not touch your login or projects with cloud sync turned off.
Reset cache also erases changes that have not made it up to the server yet. Always check that Pending changes is 0 first.

​
Spell check is not running

Spell check calls an outside checker, so it needs a network. Offline, no result comes back. When a paragraph is very long, splitting it and checking in parts is faster. The details are written up in Spell check.

​
Import fails

  • Scrivener does not work from the .scrivx file alone. You have to hand over the whole .scriv folder for the text to come with it. On Windows, use Select Folder.
  • An unsupported format is not taken by the drop zone. The list of formats it can take is in Supported file formats.
  • The full procedure is in Import and Moving over from Scrivener.

​
The exported file looks wrong

When formatting has broken, it is often because the target format cannot express that formatting. What stays and what drops out in each format is set out in Export. HWP files take a separate path, so see Exporting to Hangul (HWP).

​
The agent cannot find a file

The agent sees only the files in the project you have open. Check first whether the file you are after is in another project or has gone into the trash. If it is in the same project, put it into the conversation directly with @.

​
I keep getting logged out

If you have not finished verifying your email, click the link in the verification email first. If no email arrives, click Resend email. There is a short cooldown, though, so after clicking once you have to wait a moment before clicking again.

​
If it still does not work

Let us know through Send feedback. Writing down the symptom, what you did just before it, and the app version gets it caught much faster. The app version is at the bottom of Profile in settings.