Start here when the Desktop Assistant won't upload, sync, print or open. Work through these checks in order. Most problems clear up before the last one.
Required: The Canopy Desktop Assistant installed on your computer.
Good to know: Canopy Support helps with the Desktop Assistant on local installs and in Rightworks-hosted environments. Cetrom also offers it; Cetrom's team handles issues in its environment.
Why it Matters: Most Desktop Assistant problems clear up with a few checks done in order, so you're back to client work instead of waiting on a support ticket.
Table of Contents
Before You Start
Update your computer: Install any pending Windows or macOS updates first.
Antivirus software: It can block or interfere with the Desktop Assistant.
Add the Desktop Assistant to its allow or exclusion list.
If needed, pause it while you install or reinstall.
Backup software: Use its Ignore option to exclude the Desktop Assistant folder.
Check for Updates
The latest version of the Desktop Assistant is 11.0.11. It updates itself, so you usually don't need to do anything.
To check for updates on Windows:
Right-click the Canopy Desktop Assistant icon in the system tray.
If you don't see it, click the arrow in the taskbar first.
Select Check for updates.
To check for updates on Mac:
Click the Canopy Desktop Assistant icon in the menu bar.
Select Check for updates.
Clear the App State
Clearing the app state is like clearing your browser's cache. It's the quickest fix for editing errors and for files that show as blocked when they aren't locked.
Heads up: Clearing the app state empties the Uploads, Edits and Migrations tabs and deletes edits that haven't synced. Copy any files you need from the Failed Uploads folder first.
To clear the app state:
Open the Desktop Assistant and click anywhere inside it.
Press Ctrl + Shift + I.
Select the Console tab.
If the Elements tab opens instead, click the double arrows (>>) and select Console.
Type
actions.stateClear()and press Enter.The Desktop Assistant closes.
Open the Desktop Assistant again, sign in, and retry what failed.
Reinstall the Desktop Assistant
If errors keep coming back after you clear the app state, fully remove the Desktop Assistant and install it again.
Heads up: Reinstalling deletes edits that haven't synced. Copy any files you need from the Failed Uploads folder first.
👉 Learn more: How Do I Reinstall the Desktop Assistant? has the steps for Windows and Mac.
Fix a Specific Problem
If your problem is listed here, follow its article.
Files show the wrong Added By name:
A file stays locked after you edit it:
An edit didn't reach Canopy:
Canopy isn't listed as a printer:
File Migration's Smart Match isn't matching:
Your scanner won't send files to Canopy:
The Desktop Assistant won't launch on Windows:
Questions about file types, sizes or editing limits:
Gather the Log File
If none of these steps worked and your problem isn't listed above, gather the log file, then contact Support. Having the log file ready when you reach out speeds up troubleshooting.
👉 Learn more: How Do I Find the Desktop Assistant Log File?
Summary
Check for updates, clear the app state and, if errors keep coming back, reinstall the Desktop Assistant. If your problem is listed under Fix a Specific Problem, follow that article; otherwise gather the log file and contact Support.
Need Help?
Need help? Contact Support or ask Penny, our AI Support Bot, for assistance.