Fully remove and reinstall the Desktop Assistant when clearing its app state doesn't fix the problem.
Required: The Canopy Desktop Assistant installed on your computer, and permission to install software on it.
Heads up: Try clearing the app state first; see How Do I Troubleshoot the Desktop Assistant? Reinstalling deletes edits that haven't synced, so copy any files you need from the Failed Uploads folder before you start.
Table of Contents
Reinstall on Windows
To uninstall on Windows:
Open Control Panel and go to Programs > Programs and Features.
Right-click Canopy Desktop Assistant and select Uninstall/Change.
Right-click Canopy PDF Printer and select Uninstall/Change.J
To delete the leftover folders:
Open File Explorer, click View, and turn on Hidden items.
Go to This PC > Local Disk (C:) > Users > [your user folder] > AppData > Roaming.
Delete the Canopy Desktop Assistant and canopy-desktop-assistant folders, if you see them.
Go back to AppData and open Local.
Delete the Desktop Assistant installer if it's there, and any installer in your Downloads folder.
To reinstall:
Restart your computer.
Download and install the Desktop Assistant. See Install the Desktop Assistant.
If it won't install, right-click the installer and select Run as administrator.
Delete the installer from your Downloads folder.
Open the Desktop Assistant, sign in, and retry what failed.
Reinstall on Mac
To uninstall and reinstall on Mac:
Open Finder and go to Applications.
Right-click Canopy Desktop Assistant and select Move to Trash.
Approve with Touch ID or your computer password.
In Finder, open Macintosh HD > Users.
Delete the Canopy Desktop Assistant folder.
Installed for just you: open your user folder, right-click Canopy Desktop Assistant and select Move to Trash.
Installed for everyone on the Mac: open Shared, right-click Canopy Desktop Assistant and select Move to Trash.
Download and install the Desktop Assistant again. See Install the Desktop Assistant.
Good to know: Don't see Macintosh HD in Finder? Go to Finder > Settings > Sidebar and check Applications, your Mac, and Macintosh HD.
Troubleshooting
I see "Windows cannot find…" when I uninstall:
You uninstalled from Apps & Features. Uninstall from Control Panel instead.
The Desktop Assistant won't open after I reinstall it:
Search your apps for Canopy Desktop Assistant, right-click it and select Run as administrator. See Why won't my Canopy Desktop Assistant launch on Windows?
Summary
Reinstall the Desktop Assistant only after clearing its app state hasn't fixed the problem. Copy anything you need from the Failed Uploads folder first, because reinstalling deletes it.
Need Help?
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