Fixes or workarounds for recent issues in OneNote for Mac, iPhone, and iPad

Last updated: January 2017

Issues affecting OneNote features

Last updated: January 2017

ISSUE

Apple released macOS 10.12 Sierra on 9/20/2016. Some customers are reporting Office 2016 for Mac applications are closing unexpectedly, or crashing when an Office application is launched, or when the computer is moved between Wi-Fi networks (e.g. moving a laptop from home to work).

Customers in a workplace or school network configuration who wish to upgrade to macOS Sierra should update to macOS Sierra 10.12.2 or later, for improved stability specific to proxy networks.

WORKAROUND

Turning off “Auto Proxy Discovery” or “Automatic Proxy Configuration” is a possible workaround, if allowed by your organization’s network configuration.

  1. Go to System Preferences and open Network.

  2. Click on Advanced and go to Proxies.

  3. Check if "Auto Proxy Discovery" or "Automatic Proxy Configuration" is turned on.

Contact your local network administrator for more information on your network settings.

We will update this content when more information is known, including a fix or additional workaround.

Last updated: January 13, 2016

ISSUE

If you've installed the latest January 9, 2017 update of OneNote 15.30 (170106) on your iPhone 5 or the iPad, you may experience repeated crashes when loading the app. The crash is commonly described as follows: The app starts with a purple splash screen, then screen disappears into background mode, and finally the app crashes and you are returned to the device home screen.

STATUS: FIXED

This issue has been fixed with update 15.30 (170112) released on Jan 12, 2016. Please install the latest update for OneNote on your iPhone or iPad to use the app.

If you use OneNote 2016 for Mac and OneNote for iPhone and iPad, you may be asked to sign in any time you open the OneNote app or when you switch between notebooks. Similarly, OneNote may require you to sign in repeatedly to resolve sync errors.

If you are still experiencing this after installing the recent update for OneNote, please send us your logs to help determine the root cause of this issue. Follow the steps below to send us your logs.

For excessive sign in issue on iPhone and iPad
  1. Make sure you have a default Apple mail app set up.

  2. Open Safari, and go to OneNote Help page. Sign in and copy your User CID. You will paste this into the email you send us.

  3. On your iOS device, go to Settings.

  4. Select the OneNote app, tap "Help Us Improve".

  5. Turn on "Enable Full Diagnostic Logging".

  6. Restart OneNote (double tap home button, swipe up to remove OneNote, and restart the app).

  7. Repro the sign in problem.

  8. Go to OneNote's in-app settings.

  9. Find 'Send Log' and email us log and paste the CID from step 1 into the email to onenote@microsoft.com.

  10. Go to the Settings app and turn off "Enable Full Diagnostic Logging" in the OneNote app.

For excessive sign in issue on Mac
  1. Open Safari, go to OneNote Help. Sign in and copy your User CID. You will paste this into the email you send us.

  2. In Finder, navigate to /Users/<yourname>/Library/Containers/com.microsoft.

    OneNote.mac/Data/Library/Caches/Microsoft/uls/com.microsoft.OneNote.mac/logs/

  3. Email the files from that folder along with your CID to onenote@microsoft.com.

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