Hello
One is enough
Kind Regards,
Support Team
Dear Support Team,
As requested, I am attaching the .ips crash log files for your investigation.
As I mentioned previously, the app consistently crashes when I use the AI Table of Contents, regardless of whether the Apple OCR engine is turned ON or OFF.
To be honest, I am really struggling because this issue is preventing me from proceeding with my studies. MarginNote is an essential tool for my daily work, and I am very distressed that I cannot use the core features like book splitting.
I sincerely beg you to analyze these logs and fix this bug as soon as possible.
I am looking forward to a solution. Thank you for your hard work and support.
Best regards,
MarginNote 4-2026-01-16-123206.ips (73.2 KB)
Any further suggestions?
Hello
Which country are you located in?
Kind Regards,
Support Team
My current location is Japan.
I am writing this to express my extreme frustration regarding the lateness of response to my previous post. It has been quite some time since my last update, yet I have received no solution or even a status update.
I have invested a significant amount of money in MarginNote 4, including the AI credits. Currently, I am unable to use any of these paid features due to the persistent SSL errors and app crashes on my iPad Air M3.
I need a clear and honest answer from you:
-
Are these issues (SSL error and crashing) actually fixable?
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If they are, what is the specific timeline for a fix?
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If you are unable to resolve these issues, please say so clearly so that I can consider other options.
As a paying customer and non Chinese user , being ghosted after reporting critical bugs is unacceptable.
Hello
Thank you for your feedback. We have conducted some tests on the international model, and the issues can be fixed. We will update the version later to address some issues with the international model, and the issue causing the app to crash will also be fixed later. Additionally, could you try backing up your data and then reinstalling the software? There should be no SSL errors after reinstallation.
Kind Regards,
Support Team
First of all, thank you very much for all your help and the efforts youâve made to resolve my previous issues (SSL errors and crashes on iPad Air M3). I truly appreciate your support.
Following the advice from the support team, I attempted to âBack up and Reinstallâ the app. However, I have encountered a new critical problem: I cannot save the backup file to the iPad âFilesâ app.
When I try to create a backup, the process does not allow me to save the file to any folder in the Files app, or the saving process simply fails to complete.
Because I have a lot of important study data, I cannot proceed with the reinstallation until I am certain that a backup has been successfully created and saved.
Does anyone know how to fix this âunable to save backupâ issue on iPad? Or is there any other way to secure my data before reinstalling?
I would appreciate any further guidance. Thank you again for your hard work on this.
Hello
Whatâs your iPadOS version? Is it possible to update the system version? This was an issue with a previous version. If youâre not willing to update, you can also enable the automatic backup feature in the software settings. This backup will store all your note data, and you only need to separately back up the documents in the local folder
Kind Regards,
Support Team
Thank you for your continued support and suggestions.
Regarding the suggestion that my iPadOS might be outdated: I would like to clarify that I am currently running iPadOS 26.2, which is the latest version.
Despite using the most up-to-date OS on an iPad Air M3, the issue of being unable to save the backup file to the âFilesâ app persists. As I mentioned before, I cannot proceed with a reinstallation until I can successfully secure my data.
Could you please investigate if there is a known compatibility issue between MarginNote 4 and iPadOS 26.2 regarding the backup process? Or is there any alternative method to export my library (e.g., via a Mac or cloud service) that doesnât rely on the iPadâs local âFilesâ app saving process?
I really want to get this fixed so I can go back to my studies. Thank you again for your hard work on this.
Best regards,
Hello
If there is a large amount of data, you need to wait for some time before the sharing interface appears. Do not turn off the screen during this period
Kind Regards,
Support Team
Thank younfor your Updating,
It workede perfectly at first, however AI TOC features donât work properly again.
This time, app crashes donât happen, instea of that, AI TOC arenât generated.
Hello
You can check the firewall. Additionally, is the conversation and AI book analysis functioning properly?
Kind Regards,
Support Team
Restarting my iPad solved this problems.
All features work properly right now.
Really appreciate your effort.
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