> For the complete documentation index, see [llms.txt](https://help.getupnote.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.getupnote.com/resources/troubleshoot-issues/unable-to-access-upnote.md).

# Unable to access UpNote

<figure><img src="/files/KJcS88Do4ygFgqnuYMfh" alt=""><figcaption></figcaption></figure>

If you are locked out of UpNote or see the permanent loading screen when launching the app, please follow the steps below:

1. Update your app to the latest version:
   * [Windows - Microsoft Store](https://www.microsoft.com/en-us/p/upnote/9mv7690m8f5n?activetab=pivot:overviewtab)
   * [Windows - installer](https://download.getupnote.com/app/UpNote%20Setup.exe)
   * [Mac](https://itunes.apple.com/us/app/upnote-an-elegant-note-app/id1398373917?ls=1\&mt=12)
2. Quit UpNote completely using **Ctrl + Q** (or **Cmd + Q** on Mac).
3. Move the UpNote data folder to trash, based on your platform:
   * **Windows:**

     `C:\Users\{your_username}\AppData\Roaming\UpNote`\
     AppData is a hidden folder, so you may need to paste the full path into File Explorer and replace {your\_username} with your actual Windows username.
   * **Mac:**

     `~/Library/Containers/com.getupnote.desktop/Data/Library/Application Support/UpNote/`\
     If you can’t find it, open Terminal and run this command:

     `open ~/Library/Containers/com.getupnote.desktop/Data/Library/Application\ Support/UpNote/`
   * **Linux:**

     `$HOME/.config/UpNote`
4. Restart UpNote and sign in again with your account.