QUICK ANSWER
Stop Auto Sync and preserve the evidence.
Turn off Wi-Fi or enable Airplane mode on the Nomad, disconnect USB storage only after any active transfer has finished, and do not run another sync. Write down the missing filenames, folder paths, time, installed Chauvet version and what you unplugged or ejected.
Check Supernote Cloud, the Partner app, your computer and the USB drive for a surviving copy, but do not overwrite the device. Then use Settings > Feedback to send system logs when Supernote advises, or email feedback@supernote.com. Do not factory-reset, delete more files or recreate files with the same names first.
WHAT SUPERNOTE CONFIRMED
One logged Nomad incident linked USB ejection and Auto Sync
In a late-September 2026 support response, Supernote said it had reviewed a Nomad owner's logs and found a specific chain of events. Ejecting USB storage briefly interrupted the device's storage service while Auto Sync was enabled. The sync system then treated that interruption as file deletion and propagated the deletion to the Nomad and Supernote Cloud.
Supernote said it was working to recover the owner's files and considering safeguards around USB ejection, temporary storage errors and cloud recovery. This is strong evidence for that incident. It is not evidence that every Nomad, every USB removal or every Supernote model will lose files.
Do not try to reproduce the sequence to see whether your Nomad is affected. A destructive sync can remove the remaining copy before you know which version was safest.
CONTAIN THE PROBLEM
Use reversible steps before any recovery attempt
- Stop network sync.Enable Airplane mode or turn off Wi-Fi. The goal is to prevent another automatic reconciliation while you document the current state.
- Stop USB activity cleanly.If a copy or move is still running, let it finish. On the Nomad, close any file opened from USB storage. On the computer, use the operating system's eject command before unplugging.
- Record the exact loss.Photograph or screenshot the affected folders. Note filenames, folder paths, approximate sizes, last edit times and whether each file was local, on USB or selected for cloud sync.
- Preserve the device state.Do not factory-reset, deregister, install beta software, clear app data or create replacement files with the same names. Avoid repeated restarts unless support asks for one.
- Open a support case promptly.Tell Supernote that files disappeared around a USB and Auto Sync event. Ask for instructions before reconnecting the drive or triggering sync.
CHECK EVERY COPY
A synchronized copy is not always an independent backup
Cloud sync keeps locations aligned. That is convenient, but it can also carry a deletion from one location to another. Treat every remaining copy as evidence. Download or duplicate survivors before opening them for editing.
Keep the device offline while you record what remains. Do not rename or recreate missing items yet.
Check whether the files are present, missing or in a different folder. Download any surviving important copy.
Look for a previously downloaded local copy, export or independent backup. Work from a duplicate, not the only survivor.
Reconnect only after support evidence is preserved and Auto Sync is off. Use a computer first if the drive can be read there.
Supernote's transfer guide supports cloud, email and USB routes for moving files. For future protection, keep an extra copy outside the active sync set, such as a dated folder on a computer or external drive. A PDF export protects readable content, but it is not a fully editable replacement for a native .note file.
Do not move the only survivor back into a synchronized folder. Keep the original untouched and use a second copy for any import or recovery test Supernote recommends.
PREVENT A REPEAT
Separate USB work from automatic cloud changes
- Update to the current stable Chauvet release.Check Settings > System > Software Update and compare it with Supernote's stable Manta and Nomad changelog. Do not join a beta only to chase this issue.
- Make a dated independent backup first.Copy important native notes and documents to a computer or separate drive. Confirm several files open before changing the device or sync setup.
- Temporarily disable Auto Sync before USB storage work.This is a precaution based on the confirmed incident, not a documented universal fix. Wait until any sync is complete before changing the setting.
- Close files and eject safely.Supernote warns not to unplug a USB drive while copying, moving or searching. Exit files opened from the drive, then use the device or computer's safe-eject control before unplugging.
- Check the local file list before re-enabling sync.Confirm expected folders and a few recent notes are present. Reconnect Wi-Fi and turn Auto Sync back on only when storage is stable.
If you only need to download a copy, Supernote's Browse & Access can transfer files over the local network without attaching USB storage. Keep both devices on the same Wi-Fi network until the transfer finishes.
CONTACT SUPERNOTE
Recovery may require logs and server-side help
In the confirmed incident, Supernote investigated logs and worked on file recovery. That does not guarantee that every missing file can be restored, but it is a better next step than resetting the Nomad or repeatedly syncing it.
Include the Nomad serial number privately, installed Chauvet version, Auto Sync state, cloud provider, exact time and time zone, USB device type, whether you used the Nomad's eject control or a computer, the last successful sync time, missing paths and screenshots. Use Settings > Feedback to send logs if the device is responsive. Supernote lists feedback@supernote.com for technical support.
Send serial numbers, logs and note contents only through Supernote's support route. Do not post them in a public forum or attach confidential work unless support explains why it is needed.
SOURCES
Official guidance and reporting limits
Supernote support material and its public incident response were checked on October 3, 2026. The confirmed diagnosis applies to one logged Nomad incident. Other owner reports were used to identify questions and risks, not to estimate a failure rate. Yeinks has not reproduced the problem.