Notes taken while Neo smartpen is not connected to app are not transferred when reconnected

- Make sure Neo smartpen is turned on when offline note taking

- Make sure that your smart device and operating system (Android 5.0 or higher, iOS 8.1[iPhone 5/iPad3/iPad Air 1 or higher] is compatible with Neo smartpen

- Make sure that Neo smartpen firmware and app software are updated to the latest version

 You can check your firmware version in app by going to 'Menu' > 'Firmware Update' and app version by accessing 'Menu' > 'Settings' > 'App Information'. Updates will be notified in these sections if needed. You can also check your app version and download updates by going to iTunes or Google Play Store.

- Make sure you have activated the pen connection icon in the upper right corner (the icon glows when activated) when syncing you notes

- There are instances where notes temporarily do not appear even when the data is successfully transferred. Please disconnect and reconnect Neo smartpen with Neo Notes App and check by writing on the note page in question.

- Try resetting Neo smartpen by pushing the power button for at least 10 seconds

- Try formatting Neo smartpen hardware by typing in 4 digit random numbers for 10 times that it would turn the pen back to the factory setting. Please note that offline data on the pen which is not synchronized up to that point will be automatically initialized. Therefore, if possible, please make sure to transfer the existing offline data to the app before formatting your pen.

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