Frequently Asked Questions

  • How to report errors?

    First of all, find log files in your log folder appropriate to your platform.

    Then create email to support@mynotesapp.com, attach log files and describe your problem. If you have non-standard installation of IBM Lotus Notes this information is very important. In this case please mention your operating system, version of IBM Notes, path where it is installed, and also if are you administrator of your computer or not.

  • Where are My Notes log files?

    Windows

    If you did a regular installation, then log files are stored in
    %APPDATA%\Inexika\My Notes\Data\Log\. You can copy this path string and paste it to Windows Explorer path field.

     

    If you have portable installation, then log files are placed in the same folder in which My Notes Desktop's program files are located, in the Data\Log\ subfolder. For example, if you extracted archive with My Notes portable to C:\Users\user\Desktop\MyNotes\ folder, then log files are stored in C:\Users\user\Desktop\MyNotes\Data\Log

     

    Mac OS X and Linux

    Log files are located in user's home directory:
    ~/.Inexika/My Notes/Data/Log/

  • I have no rights to install software on my computer.

    Windows

    Please select "Portable ZIP archive for new users" on the Download page. Extract this archive to any folder of your choice, then launch My Notes using MyNotes.exe

    Please note that later you should update version of My Notes Desktop using "Portable ZIP for existing users" package only.

     

    Mac OS X

    If you have no rights to drag MyNotes.app to Applications, you can drag it to any place you prefer (to your desktop, for example), and run My Notes from there.

     

    Linux

    Please select "Universal Unix tar/gzip format" on the Download page and extract it to any directory of your choice, then launch My Notes using run.sh

     

  • ERROR: IBM Lotus Notes is not installed.

    Windows - I'm the administrator of a computer!

    Windows runner for My Notes Desktop looks for IBM Lotus Notes installation folder in the registry. If for some reason it cannot be found, you should export environment variable NOTES_PATH.

    Press key combination Win-Break and create environment variable like the one shown on the screenshot below.

    Win-Break -> Advanced System Settings -> Environment Variables Enter your own path to IBM Lotus Notes installation folder!

     

    Windows - I have no administrative rights on a computer!

    If you have no administrative rights on your computer, we recommend you to use Portable version of My Notes, which can be just unpacked from ZIP file.

    To tell My Notes Desktop where your IBM Lotus Notes is is installed, please edit file run.cmd in program folder and change the second string in it - remove REM at the beginning and enter your path to IBM Lotus Notes installation.

    Linux

    On Linux, IBM Notes should be installed to directory /opt/ibm/notes or /opt/lotus/notes. If you have Notes installed in any other directory, you should export environment variable NOTES_PATH. If you cannot do this and you have portable installation, please edit file run.sh and put the string export NOTES_PATH=/path/to/notes to the top, right after "hash-bang" string:

    #!/bin/bash
    export NOTES_PATH=/path/to/notes
                                       

     

    Mac OS X

    For Mac OS X we didn't encounter such error yet, except for the case when IBM Lotus Notes is really not installed on a computer. If you see this error, please contact us and let us know the following:

    - version of Mac OS X

    - version of IBM Lotus Notes

    - attach the file /Applications/LotusNotes.app/Contents/MacOS/info.plist if possible. Here /Applications/LotusNotes.app is path to your own installation of IBM Lotus Notes application.

     

  • ERROR: Java is not installed.

    Windows

    Windows version of My Notes Desktop uses Java which is included in IBM Notes installation in IBM Notes 9 and Lotus Notes starting from the version 8.0. If your version of Lotus Notes is older, please download and install Java from java.com.

     

    Mac OS X

    Mac OS X will prompt you to install proper Java version if your current version is not suitable. If no prompt is shown, please report the problem to us with logs attached.

     

    Linux

    Linux version of My Notes Desktop uses Java, which is included in IBM Notes installation in IBM Notes 9. We did not test and cannot promise support of any other version of IBM Notes for Linux. If you would like to get our help with this subject matter, please contact us.

     

  • Auto-renewing Subscriptions: What are they?

    Pro Subscription in iOS version of My Notes is implemented as auto-renewing in-app subscription. Below are the rules for auto-renewing subscriptions:

     

    - Subscription payment will be charged to iTunes Account at confirmation of in-app purchase.

    - Subscription is renewed automatically unless you turn auto-renew off at least 24 hours before the end of current period. 

    - Your account will be charged automatically to renew subscription within 24 hours prior to the end of current period.

    - Cancellation of the current subscription during the active subscription period is not allowed.

     

    Subscription payment is charged automatically at the time when you confirm in-app purchase within My Notes app. For your convenience, your subscription is renewed automatically at least 24 hours before the end of the current subscription period. If you want to turn off auto-renewal, you can do so either from App Store on your iOS device, or using iTunes on your computer. Please note that you should turn auto-renew off at least 24 hours before the end of the current period.

     

    For example, if you purchased My Notes subscription for 1 month on March 24, it will be scheduled for auto-renewing on April 24. If you decide to turn auto-renew off to not pay for the next subscription period, you should do so not later than on April 23.

     

    Please see “iTunes Store: Purchasing and managing auto-renewing subscriptions” for more details.

     

    Similarly to iOS, Android version has a subscription available right in the app. Depending on your subscription, you’ll be charged automatically on a monthly or yearly schedule. Note, that as opposed to regular in-app purchases there is no 15-minute refund window for subscriptions on Google Play.

     

    To stop subscription renewing, you need to open your “My subscriptions page on Google Wallet” and use Cancel subscription buttons. Note that uninstalling an app from your device will not automatically stop renewing your subscription. You must cancel your subscription to stop auto-renewing. If you uninstall the app without canceling your subscription, you will still be charged. Note that in terms of Google Play, canceling a subscription will not retroactively refund any payments for the subscription, and previously charged fees cannot be pro-rated based on cancellation date.

     

    Please see “Subscriptions on Google Play” for more details.

     

  • Auto-renewing Subscriptions: should I pay again if I install My Notes on another device?

    No, you don't have to pay if you use My Notes on the same platform. If you have an active My Notes subscription in the App Store, you don't have to pay twice. You can download My Notes app from the App Store and tap Restore button to restore your active subscription from within the app. This will make it possible for you to connect to your IBM Notes databases over the Internet using My Notes Cloud. Note, that this method can be used to either restore My Notes on new iOS device instead of lost or broken one, or in case you want to use My Notes simultaneously on several devices.

     

    Similar rules apply to the Android version of My Notes. You can Restore your active My Notes subscription on as many Android devices as you want.

     

    What you can't do is transfer your subscription from iOS device to Android one, or vice-versa. Apple's App Store and Google Play are different marketplaces, and there is no way to transfer your subscriptions between them.

     

  • Auto-renewing Subscriptions: can I cancel one and get a refund?

    We are sorry, but according to Apple's auto-renewing subscription policies the cancellation and refunds to your current subscription during the active subscription period are not allowed. You can, however, disable auto-renewing of your subscription to ensure that your account is not charged automatically for the next subscription period.

     

    While Google uses term Cancel for stopping subscription renewing, it does not retroactively refund any payments for the subscription, nor it pro-rates any previously charged fees based on cancellation date.

     

    Please see “iTunes Store: Purchasing and managing auto-renewing subscriptions” and “Subscriptions on Google Play” for more details.