Troubleshooting
Sessions
Section titled “Sessions”A session says “Session Cannot be Submitted”
Section titled “A session says “Session Cannot be Submitted””Note checks every session with your organization when you tap Sign & Submit. The message tells you why it can’t be submitted yet. See If the session can’t be submitted.
A session is Declined
Section titled “A session is Declined”Your organization’s checks found a problem, and the reason is at the top of the General tab. See Why a session was declined for every reason, and whether you or your office fixes it.
A session is stuck on “Pending validation”
Section titled “A session is stuck on “Pending validation””Your organization’s server hasn’t checked the session yet. Make sure you’re online, open Settings and tap Sync now. Most sessions are validated within a few minutes. If it’s still pending the next day, contact your organization.
A past session is “Incomplete”
Section titled “A past session is “Incomplete””It’s missing session data, its session note, or (for BCBA sessions) a note of at least 100 characters. The banner on the General tab says which. See Session statuses.
I can’t find a learner or service when I create a session
Section titled “I can’t find a learner or service when I create a session”You can only schedule learners whose care team you’re on for that date, and services their authorization covers on that date. Ask your organization to check your care team and the learner’s authorization. Office staff can follow A provider can’t see a learner or session.
Data collection
Section titled “Data collection”A target is missing from my session
Section titled “A target is missing from my session”A session lists targets that were in Baseline, Active, Generalization or Maintenance when the session started. If your BCBA started the target later, ask them to move its phase change date to before the session. See Target phases.
Targets also need to be assigned to you in their configuration.
A score shows in orange
Section titled “A score shows in orange”Fewer than the minimum trials were collected, so the score is preliminary and isn’t graphed. Collect more trials, or ask your BCBA whether the minimum is right.
My changes aren’t showing on another device
Section titled “My changes aren’t showing on another device”Open Settings on the device where you made them and check Unpushed items. If it’s above 0, connect to the internet and tap Sync now. Then sync the other device.
“Last sync” is a long time ago
Section titled ““Last sync” is a long time ago”Check Network in Settings. If it says Offline, connect to Wi-Fi or mobile data. If you’re online and sync still fails, tap Network to see whether Note can reach your organization, and share what it shows with your organization’s support.
Sign-in
Section titled “Sign-in”I forgot my PIN
Section titled “I forgot my PIN”On the PIN screen, tap Forgot PIN?, sign in with your password, and set a new PIN.
I’m moving from the older Note app
Section titled “I’m moving from the older Note app”Your old sign-in doesn’t carry over. Tap Create Account in Note 3.0 and use the same work email. See Move to Note 3.0, which also covers the messages people see along the way.
Note says my email isn’t verified
Section titled “Note says my email isn’t verified”Open the email we sent you, tap the link, then come back to Note and tap Sign In. Check Junk or Spam if you can’t find it.
If you were already using Note and it now says Verify your email to keep syncing, open the link and tap Sync now in Settings. You don’t need to sign in again, and your work on the device is safe.
I work for more than one organization
Section titled “I work for more than one organization”See Switch organizations.