Canto
Tulip
opsty
subtankGetting help
On this page 5 sections
When something in Canto doesn't work, start with Troubleshooting: most problems have a fix you can make yourself. If it doesn't, send a diagnostic report from Canto and write to us. One person answers, usually within two working days.
Send diagnostics#
Help › Send Diagnostics… (also Settings › About › Help › Send diagnostics…) opens a sheet. You see everything in the report before anything is sent.
- What happened? Describe it in a few sentences, for example "Canto stops answering after I paste a long link." Up to 5,000 characters.
- Include my email so support can reply, if you want an answer.
- Add a screenshot of the Canto window, if it helps. A screenshot shows whatever is in the window, notes included, and you see it before anything is sent. Without one, no note text is in the report.
- Review the report. Canto puts it together and shows what's in it, with Show the exact report for the full text. Save a copy keeps it as a file, and you can copy it.
- Send report. When it arrives, the sheet says "LonelyDuck's support has it. Quote the reference if you write to them." Press Copy reference.
If it can't reach LonelyDuck, the sheet says so, with Try again and Save a copy; you can attach the saved copy to an email instead.
What's in a report#
| In the report | Never in it |
|---|---|
| How Canto is running: its version, saving, sync, search, the AI runtime, web, MCP, projects, voice, backups, updates, crashes, and recent events on your Mac | The text of notes, chats, canvases or projects |
| What you typed in What happened? | File names or paths on your Mac |
| Your email, if you ticked the box | License keys, API keys or passwords |
| The screenshot, if you added one | Crash dumps or raw logs |
| What you searched for, or the pages you read |
Diagnostics go to LonelyDuck's support only when you press Send report. That's separate from usage data, which is off unless you turned it on; see What leaves this Mac.
Diagnostic history, in Settings › About › Help, is a small log of events with no content, kept on your Mac for troubleshooting. It's never sent by itself, and you can clear it.
The log#
Canto writes a log to ~/Library/Logs/Canto/canto.log (it keeps five files of up to 5 MB). Before a line is written, Canto removes license keys, API keys, passphrases, email addresses and your user name from it. To open the folder, choose Go › Go to Folder… in Finder and type ~/Library/Logs/Canto.
Support may ask for the log; send it only if you're comfortable with what's in it.
Help › Open Data Folder opens the folder your vault is in. You won't need to send anything from it.
Write to us#
Email support@lonelyduck.io. It helps to include:
- what you expected, and what happened instead,
- your Canto version (Settings › About), your macOS version and your Mac's model,
- the diagnostics reference, if you sent a report,
- for a license or an order: the email address you bought with, and the order number from your receipt.
Questions about licenses and Your Macs are answered in Your license and Macs and Licenses and your Macs; orders, receipts and refunds in Orders, receipts and refunds. The support page has the rest, including the community.
Things only support can do#
- Release a Mac from your license when the Mac is gone and you can't sign in at lonelyduck.io with the email you bought with (otherwise, Account › Canto › Your Macs there does it; see Moving Pro to a new Mac).
- Look into a license that was refunded or revoked by mistake.
- Anything about an order you can't find in your email.