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

Last updated: August 1, 2017

Announcement

Microsoft Office support for macOS 10.13 High Sierra

Apple announced a major new version of macOS 10.13 High Sierra on June 5th, 2017. While the new operating system is not generally available to all users right away, developers and beta testers may have access to beta seeds. Read more in this article to learn about the supportability of running Office for Mac on 10.13 High Sierra.

Issues affecting OneNote features

Last updated: August 1, 2017

ISSUE

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.

STATUS: INVESTIGATING

Please update to the latest version of OneNote for Mac, iPhone and iPad. If you've downloaded OneNote from the Mac App Store, launch the App Store and check for Updates. You should see the option to update OneNote there. If you installed OneNote as part of Microsoft Office for Mac, then open OneNote, go to the Help > Check for Updates menu to launch the Microsoft AutoUpdate app and follow instructions there. Update all of the Microsoft Office applications, since they all use the same keychain items. To learn more, see Check for updates in OneNote 2016 for Mac.

To download the latest version of OneNote for iPhone and iPad, check the App Store for automatic updates. If you also have other Microsoft Office apps for iOS (Word, Excel, PowerPoint, Outlook), update all of them.

If you are still experiencing the issue after installing the recent updates, please take some time to send us your logs to help us in the issue investigation. To send us your logs, proceed to the steps below:

For excessive sign in issue on Mac

  1. Write down the steps you are doing that causes the error and the steps you have taken to try to resolve it.

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

  3. In Finder, navigate to /Users/<yourname>/Library/Containers/com.microsoft.OneNote.mac/Data/Library/Caches/Microsoft/uls/com.microsoft.OneNote.mac/logs/

  4. Email the files from that folder along with your repro steps and your CID to onenote@microsoft.com.

For excessive sign in issue on iPhone and iPad

  1. Make sure you have a default Apple mail app set up.

  2. Send us your CID. To get your CID, 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 (in step #9).

  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 in the email, enter a brief description of the repro steps you are doing to produce the error. Paste the CID from step 1 into the email and send it to onenote@microsoft.com.

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

To clear your Office credentials for macOS

Sometimes your credentials can get corrupted, causing OneNote to continually prompt you to enter your password. To clean this up, do the following:

  1. Quit from all Mac Office Applications, except for OneNote

  2. In OneNote, sign out. This only logs you out, and all the notebooks will still be there.

  3. Quit OneNote.

  4. Launch "Keychain Access" and search for all items that contain "Office15". Should be only a couple items, one for each account you have logged into.

    1. The name will be a long alpha-numeric code and the kind will start with “MicrosoftOffice15…”

  5. Delete these items. It is only deleting the authentication credentials, no data. Once you sign in again, they will be re-created.

  6. Launch OneNote and sign into your accounts.

Since all the office apps share the credentials (Word/Excel/PowerPoint) you will have to sign in again with those apps as well.

To clear your Office credentials for iOS

Sometimes your credentials can get corrupted, causing OneNote to continually prompt you to enter your password. To clean this up, do the following:

  1. If you have other Office apps installed (Word, Excel, PowerPoint, etc), make sure you have updated this to be the latest version. Since we share the same office identity, if there is a bug in any of those apps, it can corrupt the identity.

  2. Clearing your credentials often helps. To do that, follow these steps.

    1. Go to iOS Settings > OneNote > Reset OneNote > Delete Sign-In Credentials and turn the toggle on

    2. Make sure OneNote is not running. (Double tap the home screen to see all running apps and swipe up on OneNote to close it.)

    3. Re-open OneNote and sign in again.

Last updated: July 12, 2017

ISSUE

When switching notebooks, sections, or pages in OneNote in macOS beta 10.13, OneNote crashes.

STATUS: FIXED

This issue is now fixed in the latest version 15.36 (170702). If you’ve elected to receive updates automatically, you should see a prompt to update soon. If you don’t want to wait, or if you’ve elected to receive updates manually, click Help > Check for Updates Check for Updates.

Last updated: June 20, 2017

ISSUE

Some customers are reporting that when they create a new page it is crashing for them. This will often happen to people who have defined a section to automatically use a template when creating a new page. We are aware of the issue and in the process of getting a fix out.

This issue applies to both macOS and iOS.

STATUS: FIXED

This issue is now fixed in Version 15.35 (Build 170616) for Mac, and in Version 2.2 (17061301) or later for iOS.

For Mac: If you’ve elected to receive updates automatically, you should see a prompt to update soon. If you don’t want to wait, or if you’ve elected to receive updates manually, click Help > Check for Updates Check for Updates.

For iOS: Go to the Microsoft OneNoteapp from the App Store to receive OneNote updates.

Also see Frequently Asked Questions about OneNote 2016 for Mac.

Last updated: June 20, 2017

ISSUE

Some customers on iOS are reporting that they are not able to sign into their on-prem SharePoint servers and their notebooks are not syncing anymore.

STATUS: FIXED

This issue is now fixed in Version 2.2 Build (17061301). To get the fix and receive OneNote updates, go to the Microsoft OneNote app from the App Store.

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