> ## Documentation Index
> Fetch the complete documentation index at: https://docs.canvascope.org/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Lectra

> Fixes for common Lectra problems with saving, backups, files from Scope, Apple Pencil, importing, exporting, and accounts.

This page lists problems you might run into in Lectra, with the message you see and what to do. If your problem isn't here, see [Get help](/resources/get-help).

## Lectra says my marks aren't saved

Lectra saves every stroke as you finish it. If a save can't finish, a red message tells you why. Your marks stay on the page while you fix the problem.

| Message | What to do |
| - | - |
| There's no room left on this device, so your last few marks aren't saved yet. | Free up space on your iPad, for example by deleting apps or videos you don't need. Lectra saves the marks as soon as there's room. |
| Your notes are waiting to be saved. Unlock your device and they'll be written. | Unlock your iPad. Lectra saves the marks right away. |
| Lectra couldn't save your last few marks. They're still on the page — try again in a moment. | Wait a moment and keep working. If it happens again, go back to the library and reopen the document. |

When saving works again, you see **Your notes are saved again.**

## Some marks weren't saved

If Lectra closed unexpectedly while you were writing, the next time you open that document you may see **Some marks weren't saved**. Tap **Bring them back** to add the missing marks, or **Leave them out** to keep the document as it was last saved. To learn more, see [Version history](/lectra/version-history#get-back-marks-after-lectra-closes-unexpectedly).

## Files from Scope don't arrive

If a file you sent from the Scope extension doesn't appear in **Scope Inbox**:

1. Check that Lectra is signed in. Files from Scope arrive only when you have an account.
2. Check that Lectra and Scope use the same account.
3. In Scope, check that **Send to Lectra** is turned on in Settings.
4. Make sure your iPad is online, then open **Scope Inbox** and tap **Check for New Files**.

If a file shows **Couldn't download · Tap to retry**, tap it to try again. To learn more, see [Files from Scope](/lectra/import#files-from-scope) and [Send files from Chrome to your iPad](/chrome/send-to-ipad).

## A document won't open

<AccordionGroup>
  <Accordion title="The document says Not downloaded and won't open">
    The document is in your library but not on this iPad. Opening it downloads it, which needs an internet connection and for you to be signed in. Connect to the internet and try again.
  </Accordion>

  <Accordion title="Offline">
    Lectra couldn't reach your library. The documents on this iPad are safe. Documents that aren't downloaded open once you're connected again.
  </Accordion>

  <Accordion title="PDF not available">
    Lectra can't find this document's file on your iPad. If you're signed in and the document was backed up, check your connection and try again. Otherwise, import the file again.
  </Accordion>
</AccordionGroup>

## Backup problems

<AccordionGroup>
  <Accordion title="A document shows Retry">
    The document is saved on your iPad, but the backup didn't go through. Lectra tries again on its own. To try now, tap **Retry**. If it keeps failing, check your internet connection.
  </Accordion>

  <Accordion title="Lectra storage is full">
    Your backup storage is full. Your documents are safe on this iPad, and new changes stay here until there's room. Tap **Manage Storage** to see what takes the most space. To learn more, see [Backup storage](/lectra/backups#backup-storage).
  </Accordion>

  <Accordion title="A document has no backup status">
    The document hasn't been backed up. This happens if you aren't signed in, or if the document is larger than 50 MB. To keep a copy somewhere else, export it. To learn how, see [Export and share](/lectra/export-and-share).
  </Accordion>

  <Accordion title="My handwriting isn't editable on my other iPad">
    Lectra backs up a flat copy of your pages. Your handwriting stays editable only on the iPad where you wrote it. To move a document with editable handwriting, share it as a **Lectra Document**. To learn more, see [Backups](/lectra/backups#open-your-documents-on-another-ipad).
  </Accordion>
</AccordionGroup>

## Account problems

<AccordionGroup>
  <Accordion title="You've been signed out">
    Your session ended. Your documents are still on your iPad. Tap **Sign In** to sign in again and back up your changes.
  </Accordion>

  <Accordion title="Can't reach Lectra right now">
    Lectra can't connect to your account. Your documents are safe on this iPad, and your changes back up when you're connected. Check your internet connection.
  </Accordion>

  <Accordion title="Documents from a different account are set aside">
    You signed in with a different account than the one that owns the documents on this iPad. Lectra kept the earlier documents untouched. Go to **Settings** > **Cloud & Backup** to export or delete them, or sign in with the earlier account to get them back. To learn more, see [Switch accounts on one iPad](/lectra/backups#switch-accounts-on-one-ipad).
  </Accordion>

  <Accordion title="Couldn't switch accounts this time">
    Nothing on your iPad changed and nothing was lost. Try signing in again. If it keeps happening, contact support.
  </Accordion>

  <Accordion title="I can't open Settings">
    If you aren't signed in, tapping the profile button opens sign-in instead of Settings. To open Settings without signing in, press <kbd>⌘</kbd> <kbd>,</kbd> on a hardware keyboard.
  </Accordion>
</AccordionGroup>

## Apple Pencil and touch problems

<AccordionGroup>
  <Accordion title="My finger draws instead of scrolling">
    Use two fingers to scroll, or set **More actions** > **Pencil & Input** > **Draw with Finger** to **Never**. To learn more, see [Use Apple Pencil](/lectra/apple-pencil#draw-with-your-finger).
  </Accordion>

  <Accordion title="The touch-and-hold menu doesn't appear">
    The menu opens only when your finger isn't drawing. Use Apple Pencil once on this iPad, set **Draw with Finger** to **Never**, or tap **Read** in the top bar first.
  </Accordion>

  <Accordion title="Nothing happens when I write">
    Check that **Read** isn't turned on in the top bar. If you're using Apple Pencil, make sure it's charged and connected in the iPadOS Settings app.
  </Accordion>

  <Accordion title="The toolbar disappeared">
    By default, the toolbar folds into a small circle in a corner while you write. Tap the circle (**Show tools**) to bring it back. To keep it on screen, go to **Settings** > **App** and turn off **Move the toolbar aside while you write**.
  </Accordion>

  <Accordion title="The eraser doesn't remove a text box or image">
    The eraser removes ink only. To delete a text box or image, touch and hold it, then tap **Delete**.
  </Accordion>
</AccordionGroup>

## Import and export problems

<AccordionGroup>
  <Accordion title="A file won't import">
    Check the message. Lectra can't open password-protected PDFs, damaged files, or file types it doesn't support. To learn more, see [Bring documents into Lectra](/lectra/import#troubleshooting).
  </Accordion>

  <Accordion title="My exported PDF has no markup">
    The **Export** item in the library's **…** menu shares the original file. Open the document and tap **Share** instead, or select documents in the library and tap **Export**. To learn more, see [Export and share](/lectra/export-and-share).
  </Accordion>

  <Accordion title="Links in my PDF don't work">
    Lectra doesn't open links inside PDFs. Open the PDF in another app to follow its links.
  </Accordion>

  <Accordion title="I can't fill in a PDF form">
    Lectra can't fill in PDF form fields. Use the [Text tool](/lectra/text) to type over the form instead.
  </Accordion>
</AccordionGroup>

## Library problems

<AccordionGroup>
  <Accordion title="I can't find Recently Deleted">
    **Recently Deleted** is in the **•••** menu (**More library options**), which appears when the library window is narrow. If you don't see **•••**, open another app next to Lectra in Split View, then look again. To learn more, see [Restore a deleted document](/lectra/library#restore-a-deleted-document).
  </Accordion>

  <Accordion title="I can't rename a document from the library">
    Open the document, tap its title at the top of the editor, then tap **Rename**.
  </Accordion>

  <Accordion title="Remove Download says the document is staying put">
    Lectra doesn't remove a download when that could lose work, for example when your handwriting on it exists only on this iPad, or when it has changes that haven't backed up yet.
  </Accordion>

  <Accordion title="Search doesn't find my handwriting or a scan">
    Lectra reads handwriting after a save, and scans after you first open them. Go back to the library, wait a moment with Lectra open, and search again. To learn more, see [Search](/lectra/search#how-lectra-reads-handwriting-and-scans).
  </Accordion>
</AccordionGroup>

## Still need help

Contact the Scope team. Include your iPad model, your iPadOS version, your Lectra version, and what you were doing when the problem happened. To find your Lectra version, open the iPadOS **Settings** app and go to **General** > **iPad Storage** > **Lectra**. To learn how to reach us, see [Get help](/resources/get-help).


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