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How to Troubleshoot the Desktop Assistant

The Desktop Assistant is currently only supported in RightWorks-hosted environments. Local installations remain fully functional for file upload, editing, and migration.

Important: The Desktop Assistant is only supported in RightWorks, our approved remote environment. Remote desktops let you access files and programs as if you're sitting at that computer. If you're using a local install, you can still use the software—no worries!

Required Plan, License, and Permissions:

Available to users with access to the Canopy Desktop Assistant. Remote support is limited to RightWorks environments.

Table of Contents

  1. Before Getting Started

  2. Troubleshooting the Desktop Assistant

  3. Print to Canopy Fixes

  4. File Migration Tool Smart Match

  5. Summary

Before Getting Started

  • Updates – Make sure your computer is fully updated before troubleshooting.

  • Gather the Log file - Always collect your log file first before troubleshooting. If the issue persists, send it to Customer Support to help speed up resolution.

  • Antivirus Software – Antivirus programs can block or impact the Desktop Assistant.

    • Add the Desktop Assistant setup file to your software’s whitelist/exclusion list.

    • If needed, temporarily pause or disable antivirus during installation/reinstallation.

  • Backup Software – Backup programs can interfere with the Desktop Assistant.

    • Use the software’s Ignore option to exclude the Desktop Assistant folder.

Check for Updates

Windows

  • Right-click the DA icon in the system tray

  • Select Check for updates

Mac

  • Click the DA icon in the menu bar

  • Select Check for updates

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Gather the Log File

Tip: Always gather your log before beginning other troubleshooting. If you are unable to resolve the issue, you can send the log file to the Customer Support team to expedite the resolution process.

Windows

Navigate to: C:\Users\[YourName]\AppData\Roaming\canopy-desktop-assistant\logs

  • Open your File Explorer and navigate to PC/Local Disk (C:)/Users.

  • Navigate to the User folder (commonly your name)

  • Ensure the within the View tab that Hidden items is enabled.

  • Navigate to the AppData > Roaming > canopy-desktop-assistant > logs

  • Copy the main.txt file

  • Send to Support.

Mac

Open Terminal and run: cat /Users/{user}/Library/Logs/canopy-desktop-assistant/main.log

  • Open Finder on your desktop.

  • Type "terminal" into the search bar and click the icon to open.

  • Once the terminal is open type in the following command: cat /Users/{user}/Library/Logs/canopy-desktop-assistant/main.log

    • IMPORTANT: You must replace {user} in this command with the name of the user folder (commonly your name).

  • Hit Enter.

  • Copy and paste the results from the terminal into your notes or a document, and send the copy to our Customer Support team.

Troubleshooting the Desktop Assistant

Clear App State

  1. Open the Desktop Assistant

  2. Press Ctrl + Shift + i

  3. Select Console tab (If the Elements tab opens, click the double arrows to select Console).

  4. Type actions.stateClear() and press Enter

  5. Reopen the Desktop Assistant app and sign in

Note: Clearing the state will erase contents from Uploads, Edits, and Migrations tabs.

Uninstall the Desktop Assistant on Windows

First, uninstall the Desktop Assistant:

  1. Use Control Panel > Programs > Programs and Features

  2. Uninstall both Canopy Desktop Assistant and Canopy PDF Printer

Next, delete the Desktop Assistant folders:

  1. In File Explorer click View > Show > Hidden items

  2. Navigate to This PC > Local Disk (C:) > Users > open your user folder (typically your name) > AppData > Roaming

  3. Delete the Canopy Desktop Assistant folder and the canopy-desktop-assistant folder.

  4. Navigate to This PC > Local Disk (C:) > Users > open your user folder (typically your name) > AppData > Local

  5. Delete the Canopy Desktop assistant installer.

Restart your computer and reinstall the Desktop Assistant:

  • For instructions on how to install the Desktop Assistant, read this article.

  • Tip: Run the installer as an Administrator if you have any issues installing the program.

  • Make sure to delete the installer: Make sure you delete the Desktop Assistant installer after you reinstall. You can find the installer in your Downloads folder.

Tip: If you try uninstalling the Desktop Assistant from Apps & Features instead of the Control Panel, you may see an error like “Windows cannot find…”. To resolve this, open the Control Panel and uninstall from there instead.

Uninstalling the Desktop Assistant on Mac

  1. Open Finder and go to Applications.

  2. Locate the Canopy Desktop Assistant.

  3. Right‑click the app and select Move to Trash.

  4. When prompted, use Touch ID or enter your computer password to confirm.

  5. In Finder, open your Macintosh HD.

  6. Depending on how the Desktop Assistant was installed:

    • Installed for a single user:

      • Go to Users > [Your User Folder].

      • Right‑click Canopy Desktop Assistant and select Move to Trash.

    • Installed for all users:

      • Go to Users > Shared.

      • Right‑click the Canopy Desktop Assistant folder and select Move to Trash

Show Macintosh HD in Finder

If you don’t see Macintosh HD in the Finder sidebar:

  1. Open Finder.

  2. From the top menu, select Finder > Settings (or Preferences).

  3. Go to the Sidebar tab.

  4. Check Applications, [Your User’s Mac], and Macintosh HD.

The options will appear immediately in your Finder sidebar.

File Uploaded With the Desktop Assistant Shows Wrong “Added By” Name

The Desktop Assistant (DA) stays signed in to the last team member who logged in, even if someone else is using Canopy in the browser. If another team member uploads a document without first signing out of the DA, the file will show the previous user’s name under the Added by column in the client’s files.

Fix the Wrong “Added By” Name

  1. Open the Canopy Desktop Assistant.

  2. Select the gear icon in the top-right corner.

  3. Choose Sign out.

  4. Select the blue Sign in button.

    • A browser tab will open.

    • Enter your email and password.

    • ⚠️ Make sure you type in your login details — do not allow autofill with the wrong account.

File Editing in the Desktop Assistant

You can edit supported file types directly through the DA and sync changes back to Canopy without re‑uploading.

Supported file types include:

.bmp, .csv, .doc, .docx, .emf, .eml, .heic, .htm, .html, .jp2, .jpeg, .jpg, .mkv, .mov, .mp4, .msg, .ods, .odt, .pdf, .png, .ppt, .pptx, .rtf, .tif, .tiff, .txt, .xls, .xlsm, .xlsx, .xod, .xps

Max file size: 4.99 GB

  • When a file is opened for editing, it becomes locked in the web app.

  • If you are the user who locked the file (or have permission to unlock files), you can right‑click and select Unlock file.

⚠️ Note: Unlocking a file does not sync edits back to Canopy. The file will instead move to the Failed Uploads folder on your desktop.

File Locking

When a file is opened for editing, it becomes locked to prevent changes from other users.

Note: Unlocking a file mid-edit won’t sync it back to Canopy—it will land in the “Failed Uploads” folder instead.

Locating Failed Uploads

Windows

  • Path:
    ​C:\Users\[YourName]\AppData\Roaming\Canopy Desktop Assistant\files

Mac

  • Path:
    ​Macintosh > Users > [YourName or Shared] > Canopy Desktop Assistant > files

If a file wasn’t saved before being closed, edits may be lost.

Fixing Adobe “Save As”

  1. Open Adobe Reader

  2. Go to Preferences > Security (Enhanced)

  3. Disable “Enable Protected Mode at startup”

Set File Editor Defaults

Use your operating system to change default programs for specific file types:

Print to Canopy Fixes

Uninstall and Reinstall the PDF Printer

Windows

  1. Go to Control Panel > Programs > Programs and Features

  2. Right click on the Canopy PDF Printer and select Uninstall/Change.

  3. Navigate to:
    ​​C:\Program Files\Canopy Inc\Canopy Desktop Assistant\resources\app\.webpack\static\driver

  4. Right click the Setup.exe file and Run as Administrator.

Tip: Watch for antivirus or security messages during install. After the install, make sure the the Canopy Desktop Assistant is running. Sign in and try Printing to Canopy to test functionality.

Mac

  1. Open Finder and go to Applications.

  2. Find Canopy Desktop Assistant, right‑click, and select Move to Trash.

  3. Approve with Touch ID or enter your computer password.

  4. Navigate to your Macintosh HD disk.

    • If installed for your user only: go to Users > [Your User Folder], right‑click Canopy Desktop Assistant, and select Move to Trash.

    • If installed for all users: go to Users > Shared, right‑click the Canopy Desktop Assistant folder, and select Move to Trash.

  5. From Macintosh HD, open Library > Printers.

  6. Find the Canopy folder, right‑click, and select Move to Trash.

File Migration Tool Smart Match

Smart Match uses an 80% confidence threshold when matching folder names to client records in Canopy.

Matching Examples:

  • Jennifer A Coolidge ≠ Jennifer B Coolidge → 67% (no match)

  • The Addams Family, LLC ≠ The Addams Family → 75% (no match)

  • Gomez and Morticia A Addams = Gomez and Morticia Addams → 80% (match)

Fixing Smart Match Issues

  1. Close the File Migration Tool

  2. Sign out of the Desktop Assistant

  3. Sign back in

  4. Toggle Smart Match off and on again using the three-dot menu

Summary

The Canopy Desktop Assistant is a flexible tool for editing, uploading, scanning, and migrating files—even in remote environments like RightWorks. Use built-in troubleshooting, file recovery, and smart matching features to keep your workflow efficient and error-free.

Need help?

Contact Support or ask Penny, our AI Support Bot, for assistance.

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