Wednesday, 20 March 2013 11:20

Mac - Study Sync Information and Troubleshooting

Understanding

The Study Sync feature pushes your annotations (notes, highlights, bookmarks, book ribbons, and tags) from your device to your Study Sync account. This allows you to access your annotations on your other devices by syncing. If you get a new device, or need to reinstall the Olive Tree app, you can perform a Sync to access any annotations which were previously synced to your Study Sync account.

How to Sync

        Select the arrow above ‘Tools & Notes’ in the upper right hand corner to open the split window.

        Select ‘My Stuff’ from the split window

        Select ‘Backup & Sync’

        If you are not logged in, you may be prompted to enter your Olive Tree account information.

Basic Troubleshooting

If you are not able to successfully Sync, please check the following:

Internet Connection: In order to successfully Sync ensure that your Mac is connected to the internet. We also recommend loading the in-app Store, to ensure that the Olive Tree app is connecting to the internet.

Select ‘Book Store’ to ensure that the Store loads properly

BookStore


30 Second Rule: To Sync you must wait 30 seconds after your Sync competes on one device before syncing from another device.


Emoticons/Special Characters: The Study Sync feature does not work with emoticons other unusual characters. Here are some examples:

sync unsupported chracter     emoticons

 

If you are using any of these types of characters, please remove them from any notes (do not delete the not itself, just the emoticon) and try to Sync again.


Password: We recommend that you re-enter your password into the app, in order to ensure that you are logged in properly. Re-enter your password by following the steps below:

From the top menu bar select ‘Account’ 

Select ‘My Account Login’

Re-enter your Username and password, then tap ‘Login’

The box should scroll off your screen, indicating that the login was successful


If you do not recall your password, click here to reset it.

 

Still unable to Sync? Please send in your diagnostic data to Support for review:

If you haven't already done so, please download the diagnostic tool: http://www.olivetree.com/download/mac/BibleReaderDiag.zip

Once it finishes downloading, double-click on the file to extract it, and then open the extracted file called 'BibleReaderDiag'

 

Send in the diagnostic data using this tool:

        From within the Olive Tree app, select 'Help,' then 'BibleReader Diagnostics'

        In the popup window which has opened, select 'Create Diagnostics Bundle,' then close the popup

        Start the diagnostic data tool and select 'Copy Diagnostics to Desktop'

        E-mail the zip file titled: 'diagnostics.zip' to us at This email address is being protected from spambots. You need JavaScript enabled to view it.  

 

Please include the troubleshooting steps you have tried, how long you have been experiencing the Sync issue and any other relevant information.

Support will contact you as soon as possible to help resolve the issue. In the meantime, please do not add any new notes, bookmarks or highlights.

 

More in this category: Mac - In-App Purchases »