My changes aren’t syncing
Sync issues can be scary in the moment, but fortunately, in most cases they’re easily resolved.
Note: We do not recommend using Ellipsus in Incognito Mode or Guest Mode. In those situations, information is not stored in your browser, making it difficult to recover data in the event that something goes wrong.
Sync indicator says Saved Locally
Sometimes, your device and our server fall out of sync. If it doesn’t fix itself, you can press Reconnect in the sync indicator and wait until it confirms your changes are synced. If you continue to see this message, get in touch via in-app chat or by emailing [email protected].
Sync indicator says Disconnected
This one should also be straightforward—as a first step, check your internet connection and go back online.
In the event that you can’t reconnect, you can continue writing—just make sure you don’t refresh the app. Once you’re back online, your work will reconnect to the server.
Sync indicator says Error
Sometimes it’s not you, it’s us. If you’ve gone through the above steps and your work still isn’t syncing, there’s a chance that Ellipsus is experiencing an issue. In that case, we suggest:
Reaching out to us via the in-app messenger so we can take a closer look.
Downloading your current work as Markdown (just in case!).
My document is missing text
We take sync issues very seriously. Before getting in touch with support, there are a few things to do to see if you can track down your missing work:
If you were writing on multiple devices, check and see that work from each device has synced to our servers. If content from one device isn’t syncing to the others, try refreshing the page.
Open your version history to see if the missing work is in a recent previous version.
My collaborator’s comments are missing
On occasion, notifications about comments will reach you before the actual comments do. (Rest assured, we’re looking into this issue to prevent it from happening in the future!) If you don’t see your collaborators’ comments, ask them to refresh their page. In most cases, comments should then sync to all other devices.
My document is laggy as heck
We want to make Ellipsus as fast as possible across all devices and browsers. Unfortunately, there will always be a few limitations. If entering and deleting text feels slow (particularly on Firefox), you might want to consider using Ellipsus in another browser, like Brave, Chrome, or Safari. (We have nothing against Firefox—pinky promise!)
I can't open my documents (Firefox)
If Ellipsus crashes when opening a document, try clearing your cookies and site data. Just click the padlock icon to the left of the web address and select Clear cookies and site data.
I was redirected to an error screen
Reach out via our in-app messenger (which is also available from this help center) so we can help you get to the bottom of this issue.
In order to understand what's happening, we’ll need:
A brief explanation of what you were trying to accomplish (e.g., were you trying to merge a draft?).
Information about your device, operating system, and browser.
Your console logs (which you can download from your account settings).