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The app keep crashing

  • Updated

There are many possible causes of the app crashing - the problem with the app, OS-related problem, device-related problem, and the problem with settings.

If you are experiencing the app crashing problem, please follow the guide in below.

 

Update to the latest version or reinstall the app

  1. We keep fixing the reported problem and providing updates. Please make sure to update the app to the latest version.
    >> Go and get an update: iOS, Android
  2. If the problem persists after the update, reinstall the app.
    ※ Data is stored only on the device, so please make sure to back up your in-app data before deleting the app!

 

Still have the problem?

If the app keeps crashing after the update or reinstalls the app, one of your documents may be the cause of the app crashing.

Please back up your data and send it to the support team so that we can take a look and figure out the cause of the problem.

Please see the guide on how to back up your data.

How to backup and restore your data

 

If you can't back up your data due to an error, please see the guide below.

※  The data will be destroyed after we check the issue.

 

Extract data on iOS

  1. Download and install the iMazing(free software) from the PC.
  2. Connect your device to the PC.
  3. Open the iMazing program.
  4. Select Device to search from the Device list on the left side.
  5. Select Apps from the App List below the device name.
  6. 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)
  7. Right-click the Flexcil on the list
  8. Select Extract App.
  9. Designate the download path. 
  10. 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.

 

Extract data on Android

 Extracting App Data via PC

  1. 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.")
  2. On your PC, open "This PC" and open your tablet, which appears as a portable device (usually shown by your device model name).
  3. Go to Internal storage > Android > data > com.flexcil.flexcilnote
  4. Copy the "files" and "cache" folders inside that folder.
  5. Paste the copied folders onto your PC's desktop, then compress them into a single file (zip).
  6. 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.

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