# Getting help

> Sending diagnostics from Canto, what a report holds and never holds, where the log is, and how to reach support.

Applies to Canto 1.0 beta 3 · Updated Oct 10, 2026 · https://lonelyduck.io/docs/canto/help

When something in Canto doesn't work, start with [Troubleshooting](https://lonelyduck.io/docs/canto/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.**

1. **What happened?** Describe it in a few sentences, for example "Canto stops answering after I paste a long link." Up to 5,000 characters.
2. **Include my email so support can reply**, if you want an answer.
3. **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.
4. **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.
5. **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](https://lonelyduck.io/docs/canto/privacy).

**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](mailto: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](https://lonelyduck.io/docs/canto/license) and [Licenses and your Macs](https://lonelyduck.io/docs/general/licenses); orders, receipts and refunds in [Orders, receipts and refunds](https://lonelyduck.io/docs/general/orders). The [support page](https://lonelyduck.io/support) 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](https://lonelyduck.io/docs/canto/license#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.