Troubleshooting OneNote with PennO365

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Students who downloaded and installed Penn's Office 365 applications prior to February 9 2016 may run into difficulty retrieving data from OneNote.  There are various scenarios that may describe your experience with OneNote:

  • Scenario 1: You can see your OneNote documents, but they may not be syncing correctly.
  • Scenario 2: You can’t see your OneNote documents.
  • Scenario 3: You can’t see your OneNote documents, you’ve unsuccessfully tried to retrieve the local cache, and you need additional assistance.

Scenario 1

You can see your OneNote documents, but they may not be syncing correctly. If you are having problems syncing your OneNote documents, follow the steps below to ensure you have a backup of the information that you are trying to sync.

  1. Open OneNote and navigate to the NoteBook/Page you’d like to back-up.
  2. Attempt to sync once again with File > Sync [All / This] Notebook
  3. If syncing fails, a secondary backup via Save as PDF is available. You can do this with File > Save As PDF
  4. Navigate to where you saved your PDF(s)

    The default setting is to save your PDF copies to your documents folder; if you specified another location, navigate there.

    From here you have several options: you can directly upload the PDF copies to OneDrive, Google Drive, Dropbox, Penn+Box, or any other cloud service provider you use. Alternatively, copy your file to external media such as a USB flash drive.
  5. Log out of PennO365. NOTE: you MUST ensure that you have safely copied all OneNote data following the steps above. If so, sign in with your correct credentials: pennkey@upenn.edu. OneNote should begin syncing normally.

 

Scenario 2

You can’t see your OneNote documents. If you cannot access your OneNote documents at all, follow the instructions below to attempt to access your data from locally stored caches.

On Mac [pictured above]

 

Press the Space and Command keys simultaneously and type the following in the Spotlight search window:

~/Library/Containers/com.microsoft.onenote.mac/Data/Library/Application Support/Microsoft User Data/OneNote/15.0/

 

 On PC [pictured above]

Press CTRL-R and type the following:

C:\Users\username\AppData\Local\Microsoft\Office\

NOTE: Please change your username to your Windows login username (pennkey@upenn.edu)

From here, select all files in the directory by shift-clicking. Copy all items to external media such as a USB flash drive or external drive, or to a folder on your desktop.

 

Scenario 3

You can’t see your OneNote documents, you’ve unsuccessfully tried to retrieve the local cache, and you need additional assistance. If you cannot locate any local OneNote cache data on your computer, contact the Wharton Student Support team. They will work with second tier support providers to attempt to locate and/or recover your information.

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