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Troubleshooting

Find your symptom below; each entry gives the cause and the fix.

Section titled “You cannot sign in, or consent errors appear”

Sign-in and Microsoft consent problems have their own page — see Sign-in and consent troubleshooting.

Everything is read-only

Section titled “Everything is read-only”

Cause: you do not hold an editor seat, or your organization’s subscription has lapsed and the whole organization is read-only until it is fixed.

Fix: request a seat, or ask an org admin to check billing. How seats work: How editor seats work.

A workspace does not open

Section titled “A workspace does not open”

Cause: your Microsoft 365 access to the underlying OneDrive folder or SharePoint library was removed, or the location itself was deleted or moved.

Fix: open the location directly in OneDrive or SharePoint. If it opens there but not in Orbit, sign out of Orbit and back in. If it does not open there either, ask the site owner to restore your access — Orbit access always follows Microsoft 365 access, see Permissions.

A teammate cannot open a note you shared

Section titled “A teammate cannot open a note you shared”

Cause: the share was revoked or expired, targets a different person, or your teammate signed in with a different Microsoft account than the share targets.

Fix: open the note’s share dialog, check the existing shares, and create a new one if needed — see Share notes.

Import says the file is empty

Section titled “Import says the file is empty”

Cause: on Windows, OneDrive cloud-only files have no local content to read.

Fix: right-click the file in File Explorer, choose Always keep on this device, then import again.

A converted file needs cleanup

Section titled “A converted file needs cleanup”

Cause: Word and PDF conversion preserves text and structure, but complex layouts do not map one-to-one onto markdown blocks.

Fix: review headings, tables, and images after import — see Import files.

Section titled “Wiki links or backlinks look stale”

Cause: the workspace’s link index has fallen behind recent renames or moves.

Fix: press Cmd/Ctrl+J and run Rebuild link index.

A comment points at the wrong text

Section titled “A comment points at the wrong text”

Cause: heavy edits moved the text the comment was anchored to.

Fix: resolve the old thread with a short explanation and start a new comment on the current text.

Live edits from a teammate stop appearing

Section titled “Live edits from a teammate stop appearing”

Cause: your connection to the collaboration server dropped.

Fix: refresh the page and reopen the note. Nothing is lost — every change is saved; check version history if you need to compare.

Still stuck

Section titled “Still stuck”

Email support@sprocket365.com with the workspace name, note title, what you did, the exact error message, and whether the same action works directly in OneDrive/SharePoint — see Support.