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Desktop Assistant FAQs & Troubleshooting
Desktop Assistant FAQs & Troubleshooting
Updated over a week ago

What's in this Article

Important to Note: At this time, RightWorks is the only remote or hosted environment where we support the Desktop Assistant. A remote desktop environment lets you use a computer even when you aren't physically in front of the computer. You can access all the programs, files, etc. on that computer or server as if you were right there in front of it! Local app users can still access the software, don't worry!

Desktop Assistant FAQs

Can multiple team members edit a file at one time?

What file types are supported for uploading?

  • File Type: .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: 4.999342 GB

What file types are supported for editing?

  • .csv

  • .doc

  • .docx

  • .ods

  • .odt

  • .pdf

  • .xls

  • .xlsx

How do we know the folder or file is going to the right client?

  • In the Desktop Assistant you can easily search for the client you want to assign it to. Learn more about the Smart Match feature in the File Migration Tool Troubleshooting section of this article.

Desktop Assistant Troubleshooting

The Canopy Desktop Assistant is an application that both Windows and Mac users can use to edit files, scan files into Canopy, print files to Canopy, and migrate entire folder structures at one time.

When running into any issues within the Canopy Desktop Assistant like errors or uploading issues, follow these steps in order.

1. Gather the log file.

Always gather your main.log file first before doing any troubleshooting with the Desktop Assistant.

Windows


2023-07-06_11-21-48.png
  1. Open your File Explorer and navigate to the PC/Local Disk (C:)/Users

  2. Navigate to the folder for the user (commonly your name)

  3. Make sure in the File Explorer under the "View" tab to select the check box next to "Hidden items" (if you don’t do this, you won’t be able to see the folders in the following steps)

    2023-07-06_11-23-57.png
  4. Navigate to the folder called “AppData”

  5. Go to the folder called “Roaming”

  6. Click on the folder called “canopy-desktop-assistant”

  7. Select the folder called “logs”

  8. The file we want is the main.txt file. Please get a copy of this file for the Support team just in case an escalation ticket is needed!

Mac


  1. Open the terminal on the Mac by locating it in the Finder

    • Another way to open the terminal is to hold down Command Key + Spacebar to bring up the "Spotlight search". From there, you should be able to type in "Terminal" to find and open it from there.

      2023-07-06_11-35-33.png
  2. Once the terminal is open, copy and paste this command into the Terminal: cat /Users/{user}/Library/Logs/canopy-desktop-assistant/main.log, and then hit "Enter".

  3. Then copy and paste the results of the terminal into a document and send that over to us.

    2023-07-06_11-44-51.png

Note: You must replace the {user} in the command with your computer's username. The terminal will show the user if you are unsure of what it is (for example, the screenshot above shows the user as courtney).

2. Clear the Desktop Assistant app state.

Think of this as clearing the cache and cookies on your browser. When you clear an app's cached data, you remove the temporary files placed there improving the app's performance.

  1. Open the Canopy Desktop Assistant

  2. Click anywhere inside the Desktop Assistant

  3. Type ctrl + shift + i on your keyboard

  4. This will open the apps Console (if it opens the Elements tab, select the two arrows then select Console)

  5. In the console, type actions.stateClear()

  6. Hit the "Enter" key

  7. The app will close

  8. Open the app again

  9. Sign into the app again

  10. The problem should be resolved

2023-07-06_12-45-21.png

Note: The uploads tab and edits tab and migrations will be cleared of any file information that was in them, so if that is going to be a problem for this customer, please let me know, and I can show you an alternative solution to this issue.

3. Make sure the app is up to date.

The most recent version of the Desktop Assistant for Mac is version 5.0.20. Windows' version is 7.0.0.

Windows


2024-02-09_16-02-41.png
  1. Navigate to the Windows taskbar and right-click the "Canopy Desktop Assistant" icon in the right-hand corner.

    • If you do not see the icon select the arrow, then right-click the icon.

  2. Select "Check for updates"

  3. If there is an update it will prompt the update, if there is no update it will display "No update found"

2024-02-09_16-05-28.png

Mac


  1. Navigate to the Mac's menu and right-click the "Canopy Desktop Assistant" icon in the top right-hand corner.

  2. Select "Check for updates"

    2023-07-06_13-02-30.png


  3. If there is an update it will prompt the update, if there is no update it will display "No update available"

4. Uninstall and reinstall the Canopy Desktop Assistant.

Fully uninstalling and reinstalling the DA ensures that it is up to date with the latest version and clears out all data to start fresh.

Windows


  1. Search for the "Control Panel" on your PC and open it.

    2024-02-09_16-08-03.png
  2. Select "Programs", then open "Programs and Features"

  3. Uninstall both the "Canopy Desktop Assistant" and the "Canopy PDF Printer"

  • To uninstall, right-click on the "Name" and then select "Uninstall/Change"

2024-02-09_16-12-00.png

1. Once those are uninstalled, you need to delete a few folders on your device. Before you find the folders you need to enable hidden items.

  • Open your "File Explorer" and click on the "View" tab to show hidden items. Then check the box next to "Hidden items" in the show/hide tab.

    2023-07-06_11-23-57.png

2. Next, navigate to "This PC" > "Local Disk (C:)" > "Users" > click on "YOUR USER FOLDER" (this is usually your name) > "AppData" > then "Roaming"

3. Once in the roaming folder, delete the "Canopy Desktop Assistant" and "canopy-desktop-assistant" folders if they are present.

​​

4. After deleting the folders, go to "This PC" > "Local Disk (C:)" > "Users" > YOUR USER FOLDER > "AppData" > then "Local"

  • Check for an installer folder here and delete it. Also, double-check your downloads folder and control panel to ensure that the installer is deleted there as well.

5. Once you've verified that all forms of the DA have been deleted from your computer, Restart your computer and reinstall it. Here is the link to install the Canopy Desktop Assistant.

Note: After reinstalling, make sure you delete the Canopy installer from your computer and then open the Desktop Assistant. Deleting the installer will help prevent any future issues with the DA.

6. Log in to the DA and test it to make sure it is properly functioning. If the Desktop Assistant doesn't automatically open for you, try searching for the DA software in your computer apps and choose to run it as administrator.

2024-02-09_16-24-41.png

Note: When uninstalling the Desktop Assistant from the Apps and not the Control Panel, if you receive a message stating "Windows cannot find...." go to the Control Panel to uninstall.

WIndows_Cannot_Find_Uninstall.png

Mac


  1. Go to "Applications" in your Finder, and find the "Canopy Desktop Assistant".

  2. Right-click on the "Canopy Desktop Assistant", and there should be a "Move to Trash" option.

    Move_DA_to_Trash_-_Mac.png
  3. Use Touch ID or enter your computer password to give the approval to move the Desktop Assistant to Trash.

    Unlock_Finder_to_Move_DA_to_Trash.png
  4. Navigate to the "Macintosh" disk

    • If the DA is downloaded on your singular user account go to "Users" > then select YOUR USER FOLDER > right-click on the "Canopy Desktop Assistant" > then select "Move to Trash"

      2023-07-06_13-43-31.png


    • If the DA is installed for all users on the computer navigate to "Users" > then open the "Shared" > find the "Canopy Desktop Assistant" folder and right-click to "Move to Trash".

      2023-07-06_13-43-31.png
  5. You should be good to reinstall at this point!

Note: If you do NOT see the Macintosh Hard Disk under "Location" follow these steps:

  1. Open the "Finder", and select "Finder" on your Mac's Menu at the top to open the "Preferences"/"Settings".

    Finder_Settings.png
  2. In the Finder Settings select "Sidebar".

  3. Make sure that "Applications", your "User’s Mac", and "Macintosh" are all checked.

    Sidebar_Settings.png
  4. You should see the options in your Finder’s sidebar immediately after the preferences are changed.

Troubleshooting Windows Environment

Windows Updates - Check your computer for Windows updates. We recommend updating as a starting point for your troubleshooting process.

Antivirus Software - Antivirus programs have the power to stop or impact the Desktop Assistant. When troubleshooting, check for antivirus software. See if you have a ‘white list’ or ‘exclusion list’ that you can select from the setup file of the Desktop Assistant. Since antivirus software differs, you may need to start a Google search to find the steps.

Another potential option is to temporarily disable the antivirus software. Many programs have a stop or pause feature that allows for the installation or reinstallation of the Desktop Assistant.

Backup Software - If you are having intermittent issues with the Desktop Assistant, a place to check is any potential backup software. Depending on the settings, you have the ability to manipulate files across the system, which could be causing issues. Like antivirus software, there is usually an ‘Ignore’ option that allows you to choose a folder and not make any changes to it when it runs at its frequency.

Print to Canopy Troubleshooting

Uninstall and Reinstall the Canopy PDF Printer Driver

Sometimes the Canopy Desktop Assistant Printer will not install correctly or isn't a listed option when "Printing to" Canopy. Usually uninstalling the PDF Printer and reinstalling will fix the issue.

Windows


  1. Search for the "Control Panel" on your Windows computer and open it.

  2. Select "Programs", then open "Programs and Features".

  3. Uninstall the "Canopy PDF Printer".

    • To uninstall, right-click on the "Name" and then select "Uninstall/Change"

      2024-02-12_14-13-00.png
  4. Navigate to C:\Program Files\Canopy Inc\Canopy Desktop Assistant\resources\app\.webpack\static\driver

  5. Install the Canopy Printer Driver using the "Setup" application file.

    • Make sure to right-click on the file and select "Run as administrator"

2024-02-12_14-14-25.png

Note: When you run this installation, look out for any messages from Windows or from antivirus software that might block the process.

After the driver installs, make sure the Canopy Desktop Assistant is running and that you are signed in, then try printing to Canopy again.

Mac


You cannot uninstall and reinstall the Canopy PDF Print Driver on Mac like you can on a Windows computer. We recommend you do a full uninstall and reinstall and make sure you completely remove the Canopy PDF print driver.

    1. Go to "Applications" in your Finder, and find the "Canopy Desktop Assistant".

    2. Right-click on the "Canopy Desktop Assistant", and there should be a "Move to Trash" option.

      Move_DA_to_Trash_-_Mac.png
    3. Use Touch ID or enter your computer password to approve moving the Desktop Assistant to Trash.

      Unlock_Finder_to_Move_DA_to_Trash.png
    4. Navigate to the "Macintosh" disk.

          • If the DA is downloaded on your individual user account go to "Users" > then select YOUR USER FOLDER > right-click on the "Canopy Desktop Assistant" > then select "Move to Trash".

            2023-07-06_13-43-31.png
          • If the DA is installed for all users on the computer navigate to "Users" > then open the "Shared" > find the "Canopy Desktop Assistant" folder and right-click to "Move to Trash".

      2023-07-06_13-43-31.png
    5. Next navigate to the "Library" folder in the "Macintosh" disk > then open the "Printers" folder > find the "Canopy" folder and right-click to "Move to Trash".

      2023-07-06_14-16-46.png
      • You should be good to reinstall at this point!

File Uploaded With the Desktop Assistant Shows Wrong 'Added By' Name

The Desktop Assistant will stay signed into the team member's account, regardless of who has Canopy open in their browser. That said, sometimes practitioners log into the Desktop Assistant on a computer, and won't sign out before ending a session.

When another team member signs into that computer and uploads a document through the Desktop Assistant, it is under the previous user's login. In Canopy, it displays the incorrect team member's name under the 'Added by' column in the client's files.

To fix this, you'll need to log out of the Desktop Assistant and log back in with your email and password:

  1. To sign out, open the Canopy Desktop Assistant and select the gear icon in the top right corner, then select "Sign out".

    2024-05-01_12-49-52.jpg


  2. Then select the blue "Sign in" button, and this will open a tab in your browser to sign back into the Desktop Assistant.

    2024-05-01_12-50-03.jpg

Note: Make sure you manually sign in and that the browser does not autofill the incorrect email and password.

File Editing

You can edit files through the Desktop Assistant and then sync those edits directly back to Canopy without having to re-upload a new version of the file.

Below are all the editable file types:

File Type: .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: 4.999342 GB

If you are not signed in to the Desktop Assistant or the app is closed and you try to edit a file, you will see this message:

2024-02-09_16-50-48.png

When the file is opened for editing, it becomes “locked” in the web app.

2023-07-06_14-31-18.png

If you are the user who locked the file or if you are a user who has permission to unlock files, you can unlock the file by right-clicking the file and selecting "Unlock file".

2024-02-09_17-05-04.png

Note: Unlocking the file will not sync their edits back to Canopy and will be moved to the "Failed Uploads" folder on their desktop.

2024-02-09_17-18-57.png

Find the DA "Failed Uploads" Folder

Sometimes when files are edited through the Desktop Assistant they do not sync back to Canopy. This can happen if your computer loses internet connection, another team member unlocks the file you are editing, or your computer system crashes.

The Canopy Desktop Assistant stores all edited files in the AppData folder. Take note that if you uninstall the Desktop Assistant or clear the DA state these files will be deleted from the AppData folder.

Please also note, that if you did not save the file before closing it or attempting to upload it back to Canopy, your changes may not have been saved.

If the file fails to upload back to Canopy, you will get this error in the "Open Edits" tab:

2024-02-09_17-22-59.png


You should be able to view all of the edited files (even if you didn't save them to Canopy) by following these steps:

Windows


  1. Navigate to This PC/Local Disk (C:)/Users

  2. Navigate into the folder for YOUR USER FOLDER (this is generally your name)

  3. Make sure you select “View” in the file explorer and then in the Show/hide section make sure “Hidden items” is checked (if you don’t do this, you won’t be able to see the folders in the following steps)

  4. Navigate into the folder called “AppData”

  5. Navigate into the folder called “Roaming”

  6. Select "Canopy Desktop Assistant"

  7. Open the "files" tab there and you should see your edited document(s)

    2024-02-09_17-26-43.png

Note: If you did not save the file before closing it or attempting to upload it into Canopy, your changes may not have been saved.

Mac


  1. Navigate to the "Macintosh" disk on your computer

    • If the DA is downloaded on your singular user account go to "Users" > then select YOUR USER FOLDER > open the "Canopy Desktop Assistant" folder > then under YOUR USER FOLDER select the "files" folder > you should then see all the files you edited and you can re-upload them back to Canopy.

      2023-07-06_14-47-09.png



    • If the DA is installed for all users on the computer navigate to "Users" > then open the "Shared" > find the "Canopy Desktop Assistant" folder > then under YOUR USER FOLDER select the "files" folder > you should then see all the files you edited and you can re-upload them back to Canopy.

      2023-07-06_14-47-09.png

Note: If you did not save the file before closing it or attempting to upload it into Canopy, your changes may not have been saved.

Note: If you do NOT see the Macintosh Hard Disk under "Location" follow these steps:

  1. Open the "Finder", and select "Finder" on your Mac's Menu at the top to open the "Preferences"/"Settings".

    Finder_Settings.png
  2. In the Finder Settings select "Sidebar".

  3. Make sure that "Applications", your "User’s Mac", and "Macintosh" are all checked.

    Sidebar_Settings.png
  4. You should see the options in your Finder’s sidebar immediately after the preferences are changed.

Editing in Adobe Reader

If you are having trouble with Adobe always doing “Save As” instead of “Save,” complete the following steps.

  1. Select "Menu" on the top left and then "Preferences".

  2. Under the Categories on the left sidebar select "Security (Enhanced)".

  3. Then under the Sandbox Protections turn OFF "Enable Protected Mode at startup".

2023-07-06_15-45-11.png

Setting up Default Application for File Editing

If you are editing a file through the Desktop Assistant and it is not opening on the application or desired browser you can change these in your computer settings.

Windows


This Lifewire article has step-by-step instructions on how to change file application associations in Windows 7, 8, 10, and Vista.

Mac


This Apple Support guide has step-by-step instructions on how to change file applications associated with Mac Operating Systems.

Scan to Canopy

If you are having issues setting up your scanner:

1. Verify if you have downloaded the scanner setup application.

  • If you are able to scan to your desktop, then you already have this application installed.

2. Make sure you have configured the scanner to Canopy as a destination.

3. Verify that the Canopy "Scan to" settings are correctly set up.

  • Pay special attention to the "Document type detection", "Feed" and “Save As” settings:

    2024-02-12_14-46-23.png

File Migration Tool Troubleshooting

The File Migration Tool within the Desktop Assistant can be used to migrate entire folders and file structures into Canopy at one time. The File Migration Tool also has a Smart Match feature, so as long as the folder/file structure name matches the client name in Canopy, it will match that client.

The Smart Match Tool matches with 80% confidence. Below are a few examples of how it matches:

  • The Client Name in Canopy is Jennifer A Coolidge, but her file name is Jennifer B Coolidge.

    • Jennifer matches, Coolidge matches, but A and B don't match.

    • The match percentage is 67% so it will not match.

  • The Business Name in Canopy is The Addams Family, LLC, and the file name is The Addams Family.

    • The matches, Addams matches, and Family matches, but LLC is not present in the client file name.

    • The match percentage is 75% so it will not match.

  • The Client Name in Canopy is Gomez and Morticia A Addams, and the file name is Gomez and Morticia Addams.

    • Gomez matches, and matches, Morticia matches, A is not present in the file name, and Addams matches.

    • The match percentage is 80% so it will match.

Smart Match Not Working When Names Match Perfectly

Sometimes practitioners will change the names in Canopy to get the files to match exactly, but upon navigating back to the File Migration Tool the names still do not Smart Match. The steps below should help fix the issue.

  1. Close the File Migration Tool by selecting the "X" in the top corner.

    • This will not remove any files/folders they have already uploaded into the File Migration Tool.

  2. Sign out of the Desktop Assistant by selecting the gear icon in the top right corner, then select "Sign out"

    2024-02-12_14-53-30.png
  3. Sign back into the Desktop Assistant and open the File Migration Tool.

  4. Then disable the Smart Match by selecting the 3 dots in the top right corner then select "Disable Smart Match".

    2024-02-12_14-55-06.png
  5. Enable the Smart Match by selecting the 3 dots in the top right corner then select "Enable Smart Match".

    2024-02-12_14-56-13.png


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