Overview

Annotations may not appear across devices right away if they have not finished syncing, your device is offline, or you are viewing a different copy of the document. This article explains what to check when annotations seem missing in OnBoard on web or mobile.

Errors and symptoms

You may see connection errors such as:

• “Your connection to the server was lost. Please ensure you are connected to the internet and try again.”
• “Unable to make Realtime Service Connection”

You may also notice that annotations made on one device do not appear on another device, appear missing when you open the document, or are visible in one place but not another.

Resolution

Try these steps:

1. Check your internet connection.
2. On the device you annotated on, open the document while you are online and allow time for annotations to sync.
3. Confirm you are viewing the same document, such as the same agenda document, board book, or resource document.
4. Make sure you are not viewing a downloaded copy or a different version of the document.
5. Confirm that you have either "My annotations" or "All annotations" selected to view.
6. If you are using the mobile app, make sure the app is updated.
7. Confirm you are signed in to the correct account on each device.

Still need help?

If the annotations still do not appear, contact Support and include:

• The type of device you created the annotations
• Any error messages you see
• What type of document you annotated