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Known Limitations and Errors

Updated

Known Limitations

We are always working on improving and fixing issues in both Classroom and Goodnotes 6. Here are a list of limitations or problems we are working on resolving at the moment: 

  1. Teachers cannot remove (delete) Class folders.
  2. If Teachers enter Teach mode in a Lesson with no existing Students, they will not be able to add Students. For now, please go back to the Class folder to Add Students. 
  3. The auto-backup of Lessons does not properly store the students’ answers in the proper format. Please do not use auto-backup for now.

Known Errors

These solutions have been confirmed by the CS and AA team in partnership with users. If you find any problems with these steps, please inform us immediately so we can update our documentation.

If you are unable to find a solution to an issue or encounter any new errors that are not present on this list or the Classroom Help Centre, please let us know at classroomsupport@goodnotes.com. We will raise a ticket with Engineering and begin an investigation. Please be sure to include any solutions or workarounds that you have found in your email.

1. "Identity could not be confirmed"

Please ask the user to sign out of their personal Apple Account (Apple ID) in the Settings app. Then, they should be able to join a class folder successfully.

2. "You don’t have access to this Classroom"

Please go through the following steps to resolve this issue:

  1. Perform a Manual Backup
  2. Open the Settings app, then tap [students name].
  3. Tap Sign in with Apple.
  4. Select Goodnotes 6,
  5. Select Goodnotes 6, then tap Delete. Follow the onscreen steps to confirm that you want to stop using Sign in with Apple for this app or developer.
  6. Then go to Goodnotes ⚙️ menu (top-right corner of the Library view) > your profile name.
  7. Tap Delete Account and confirm the next action. If you wish, you can choose “Download documents” to back up all your library before proceeding to account deletion.

The deletion has to be confirmed several times. When the app is closed and reopened, the user should be able to scan the QR code and be prompted to enter the Access Code.

3. "Sign in with Apple is not allowed for this app"

This solution has 2 requirements:

Step 1: The Admin needs to configure Sign in with Apple for specific apps in Apple School Manager:

  1. In Apple School Manager, sign in with an account that has the role of Administrator, Site Manager, or People Manager.
  2. Tap Access Management in the sidebar, then click Sign in with Apple.
  3. Tap Specific apps.
  4. Search for apps you’ve purchased, then Tap Add next to the app.
  5. Tap Save.

Step 2: Include email addresses when creating Managed Apple IDs. Whether you use the SFTP method or federated authentication, you must always make sure that Managed Apple IDs include the actual email addresses and are not using Private Relay.

4. An illustration of a Sad Dog

This error is shown when a user’s account is scheduled for deletion or has been deleted. Please send their diagnostics to classroomsupport@goodnotes.com for investigation.

5. “School Organization Not Found” [CLASS-1001]

“We are unable to find your school organization. Please make sure you are signing in with the correct school domain. If the issue persists, contact your school administrator to ensure your Managed Apple ID includes a valid email address.”

Issue: Managed Apple ID Lacks an Email Address

Solution: In ASM, ensure that the username/alias email field is not left blank. When a Managed Apple Account is set up without a matching username/alias, Goodnotes Cloud interprets this as a blank email address and generates a unique address based on the user’s unique ID.

Apple users must include email addresses when creating Managed Apple IDs. It’s crucial to always ensure that Managed Apple IDs include the actual email addresses and are not using Private Relay.

Essentially, when creating Managed Apple Accounts, the “username” and the Managed Apple Account email address must be identical.

6. "School Organization Not Found” [CLASS-1002]

“We are unable to find your school organization. Please make sure you are signing in with the correct school domain. If the issue persists, contact your school administrator to ensure your Microsoft account’s subdomain is verified in the Goodnotes Admin Console.”

Issue: The Microsoft account’s subdomain (e.g., school.onmicrosoft.com) is not verified in the Goodnotes Admin Console, causing authentication failure.

Solution: Every Microsoft account has a subdomain associated with the account which is located in the managed user profile (e.g. school.onmicrosoft.com). Please verify this subdomain by adding a new domain in the Goodnotes Admin Console.

Users who have already tried to create an account and encountered this error may need to go to https://web.goodnotes.com/login and delete their account from there. This will bypass the 21-day cooling off period so they can try creating an account again in the Goodnotes 6 app.

7. "Account Conflict” [CLASS-1003]

“This account already exists and may be linked to a personal Goodnotes 6 account. Please sign in with your school account or ensure your personal subscription is managed separately.”

Issue: The user is trying to sign in with a personal Goodnotes 6 account, which conflicts with their school account.

Solution: Instruct the user to unsubscribe from their private account. Then, raise a ticket with Professional Customer Success to delete the private account in GN6 by providing them with Diagnostic Data. To get this, please open the Goodnotes menu (Gear icon) in the top-right corner of the Documents tab > About > Export Diagnostic Data. Once this has been completed, they should be able to create a new account.

8. “Apple ID Setup Issue” [CLASS-1006]

“Your Apple ID settings may be preventing account setup. Please check your settings and ensure your email is correctly linked. If the issue persists, you may need to remove the existing account and sign in again with your school email. Before deleting your account, make sure to back up your documents to avoid losing any data.”

Issue: For personally owned devices (BYOD), the ‘Hide My Email’ feature in Apple Account settings can prevent proper email association.

(Also, a previously linked Goodnotes Account (GNA) can prevent new account creation. For this solution, please see [CLASS-1003] above.)

Solution: First, sign out of the Goodnotes account. Then, go to the Settings App > User’s name > iCloud > Hide My Email > Goodnotes > Deactivate email address. The user should then be able to try the account setup process again. 

9. "An Error occurred moving documents to Class Folder"

This issue can be caused by Goodnotes Classroom failing to authenticate your identity properly after an instance of logging out and back into the app. This can affect the ability to connect to your Class Folders. 

  1. Make sure the Teacher has backed up their local documents in case they have made any new Lessons during this session. They can either perform a Manual Backup for this step or export them manually one by one. 
  2. Delete the app and reinstall it. You may need to redeploy the app through MDM depending on your institution's set-up. (When deleting the app, please make sure you are not only Offloading but rather deleting the app completely)
  3. Ask the Teacher to sign in again. Make sure they use the correct login method and account that they used when they set up their Goodnotes Classroom account. 

Please let us know if you see any more errors that are not on this list.