Most notebook problems come down to the view being somewhere you did not expect, and they take only a few seconds to put right.
My work disappeared
The notebook has most likely scrolled to a different page.
Check the page indicator in the middle of the top band, the strip across the top of the notebook, such as "Page 2 of 5," to see which page you are on.
Use the arrows on either side of the page indicator to return to the page you were working on.
Click the number in the page indicator, type the page you were on, and press Enter.
Click Whole page in the tool rail, down the left side of the notebook in the group of zoom buttons below the drawing tools, to return to a clean view of the current page. In a short window, click the zoom percentage button first, then Whole page.
I can't see the whole page
The view is zoomed in.
Click Whole page in the tool rail to fit a full page in view. Clicking the words "Page" or "of 5" in the page indicator in the top band does the same.
Check the zoom percentage in the tool rail to see where the view currently sits.
My student is drawing in the wrong place
Your student's view follows yours, so if you are zoomed into one corner, that corner is all your student can see.
Click Zoom out or Whole page in the tool rail. Zooming out brings your student's view with you.
The connection dropped mid-session
A reconnecting indicator appears while Nearo reconnects.
Wait for the connection to return. Your work comes back when it does.
There is nothing to re-save. Notebooks save continuously, and nothing is silently lost.
I deleted a notebook by mistake
Deleted notebooks cannot be recovered. There is no trash and no undo for a deleted notebook.
If you deleted a page rather than a whole notebook, click Undo in the tool rail, below the zoom buttons, to bring the page back.
I can't find an old notebook
Search matches the notebook's name, your student's name, and the names of imported PDFs.
Press the Notebooks button in the upper right of the open notebook, in the top band, to open your notebooks list, then type your student's name in the Search notebooks and templates field under Start New.
If your student typed their name differently that day, search by the date instead, written the way names show it — "Sep 10", not "September 10".
Search for one thing at a time. A name and a date together, such as "maya sep", finds nothing.
Check the top of the list. Notebooks are sorted by most recently opened.
I can't see the Notebooks, Import PDF, or Close button
On a narrow window, the top band makes room by moving buttons.
Look for a More (⋮) menu at the right end of the top band. Notebooks and Import PDF move into it, and Close becomes ✕.
If Add page and Page options… are missing, they are in the More menu too.
Pause editing never moves into More. It stays in the top band, and it shows only during a call with your student.
Make the window wider to bring the buttons back.
My student can't draw or type
Editing may be paused.
Look at the Pause editing button, a small pause icon with no words, in the group of buttons at the right of the top band, just before Import PDF. If it is purple, your student's editing is paused and their screen reads "Editing is paused."
Click the button to resume editing. Your student's tools brighten again.
If your student sees "This is locked." the item they tried to change is locked. See the next section.
My student can't change something on the page
Imported PDF pages and anything you lock cannot be changed by your student, who sees "This is locked." if they try.
Select the locked item with the Pointer, then click Unlock, the last button in the panel that opens to the right of the tool rail.
To unlock everything at once, click ···, the three dots next to the Add page icon in the middle of the top band, then click Unlock all items. In a narrow window, open the More (⋮) menu at the right end of the top band and choose Page options… first.
To see which items are locked, open the same menu and click Outline locked items. A dotted outline appears around each locked item, and only you see it. Click Remove locked item outlines to turn it off.
Only you can add images and PDFs. If your student sees "Only your tutor can add images and PDFs," add the image yourself by selecting Image, the last tool in the tool rail, or add the PDF yourself by clicking Import PDF at the right of the top band, just before Notebooks. In a narrow window, it is in the More (⋮) menu.
My finger won't draw on an iPad or touch screen
After a stroke with an Apple Pencil or another pen, fingers stop drawing so a resting hand leaves no marks. Fingers still pinch to zoom.
Look for the small pen icon in its own box just above the tool rail, down the left side of the notebook. In a short notebook, it sits below or beside the rail instead.
Tap the pen icon to draw with your finger again. Your next pen stroke stops fingers from drawing again.
If your student is on an iPad, the same icon is above their tool rail, and they can tap it the same way.
I can't move or resize a worksheet
Imported PDF pages are locked so nobody moves one by accident.
Open the page options with ··· in the middle of the top band, then click Adjust PDF. It appears only on a page that has an imported PDF.
When you are done, click Done adjusting PDF in the same menu. See Adjusting an imported PDF in a Nearo notebook.
An image won't add
Nearo shows a message that says why.
Check that the image is a PNG, JPEG, WebP, or GIF.
If the message says the image is too large or too detailed, try a smaller image.
A template won't save
Check your connection, then click Save as template again: open the page options with ··· in the middle of the top band and click Save as template…, or click ··· at the end of the notebook's row in the notebooks list and click Save as template….