In case you do have not enough storage space
Flexcil creates a backup file separately from the original one to prevent possible data loss.
For this reason, you may need a temporary space about 2~3 times the backup file.
If the messages 'Not enough space' are displaying, please select and backup the necessary files only.
In case the app keeps loading
If the app is keep loading when backup. That means the backup is processing without a problem.
If the data size is large, it might take a long time until the backup is completed.
To reduce the time, please select the necessary files only for backup.
In case the error messages pop-up
If you see the error messages such as 'invalidTextboxJsonData' or 'failtoreadcontent', please update the app to the latest version and try again.
If the data is partially restored
Please update the app to the latest version and try again.
If you're still having the problem
If you are still in trouble with restoring or backing up your data, please send the backup file(.flex) to our support team.
If you can't back up your data due to an error, please extract your data by following the guide below.
※ The data will be destroyed after we check the issue.
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Extract data on iOS
- Download and install the iMazing(free software) from the PC.
- Connect your device to the PC.
- Open the iMazing program.
- Select Device to search from the Device list on the left side.
- Select Apps from the App List below the device name.
- Select Show hidden files and folders from the iMazing settings at the bottom right.
- If you are using Mac, please set it as hidden from the Finder (shortcuts: Command+Shift+Period)
- Right-click the Flexcil on the list
- Select Extract App.
- Designate the download path.
- Send the extracted data to support@flexcil.com.
- It would be helpful to identify the cause of the problem if you describe the problem in detail with information on the iOS version, device model, and version of Flexcil.
A. Extracting on iOS
*On Mac
- Guide document link
*On Windows
- Guide document link
If you are using Google Drive Sync, please share your folder by following the steps below:
Sign in to the Google Drive account where data loss occurred.
Right-click the <Flexcil Sync> folder and select Share.
Under General access, change the setting to Anyone with the link,
then copy and share the link with us.
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Extract data on Android
- Due to OS updates, the default [Files] app cannot access internal files.
You will need to use an external file manager.
Extracting App Data via PC
- Connect the tablet to your PC with a USB cable, and on the tablet, set the USB mode to "File Transfer (MTP)." (If a notification appears when you connect, select "File Transfer.")
- On your PC, open "This PC" and open your tablet, which appears as a portable device (usually shown by your device model name).
- Go to Internal storage > Android > data > com.flexcil.flexcilnote
- Copy the "files" and "cache" folders inside that folder.
- Paste the copied folders onto your PC's desktop, then compress them into a single file (zip).
- Send the compressed file to support@flexcil.com. (If the file is large, upload it to a cloud service and share the link with us by adding support@flexcil.com as a "Viewer.")
⚠️ Please make sure to check the following
- Do not delete or reinstall the app. If the data is still on your device, uninstalling the app may make recovery impossible. Even after extracting the data, please keep the app installed until we've reviewed the file and confirmed it was extracted correctly.
- Check the size of the extracted file. If the compressed file is 0 bytes or unusually small, the data was not extracted properly.
- Occasionally, a permission issue can prevent access to the folder or a proper extraction. If this happens (including if the folder isn't visible or the file comes out empty), please email us at support@flexcil.com and we'll guide you through an alternative method.
If you are using Google Drive Sync, please share your folder by following the steps below:
Sign in to the Google Drive account where data loss occurred.
Right-click the <Flexcil Sync> folder and select Share.
Under General access, change the setting to Anyone with the link,
then copy and share the link with us.