Supernote Cloud synchronisation issues

  Quick response  

If your notes are not synchronising with Supernote Cloud, the issue is usually related to account login, Auto Sync settings, or network connectivity.

• You must be logged into your Supernote account.
• Auto Sync must be enabled.
• Synchronisation is triggered when returning to the Files interface.

Follow the steps below in order, without skipping any.

Important to know (before troubleshooting)

Supernote Cloud sync is not continuous
Synchronisation starts when you return to the Files screen
Sleep mode or unstable Wi-Fi may interrupt syncing

Step 1 – Check that you are logged into your Supernote account

Synchronisation will not work if you are not logged in.

• Open Settings.
• Confirm that you are logged into your Supernote account.

Step 2 – Enable Auto Sync

Auto Sync must be enabled for cloud synchronisation.

1. Swipe down from the top of the screen.
2. Tap Settings.
3. Select Drive.
4. Toggle Auto Sync to ON.

Step 3 – Trigger synchronisation correctly

Auto Sync is triggered when you leave a document and return to the Files interface.

• Tap Back to Files after editing notes.
• Wait a few seconds to allow the sync to complete.

Step 4 – Check Wi-Fi and sleep mode

Network or sleep settings may interrupt synchronisation.

• Ensure Wi-Fi is connected and stable.
• Avoid letting the device enter sleep mode during sync.
• Keep the screen on until synchronisation finishes.

What is NORMAL (and not a bug)

• Sync starts only after returning to the Files screen
• Large files or many annotations may take longer to sync
• No visible progress bar during short sync operations

ℹ️ These behaviours are normal for Supernote Cloud.

When should you contact support?

Only contact customer support if:

1. you are logged in and Auto Sync is enabled, but files never sync
2. synchronisation fails on multiple Wi-Fi networks
3. files are missing from Supernote Cloud after repeated attempts
4. the device is new or was received recently

Remember to specify:

• your device model (A5 X / A6 X / A6 X2 Nomad)
• whether Auto Sync is enabled
• the type of files affected (notes, PDFs, folders)
• your Wi-Fi network type (home, office, hotspot)
• what you have already tried