Need help?

Occasionally, your LTO drive is going to have a bad day. Users that are eligible for updates and support should reach out to the Canister Support Team for assistance - we got you 👊

macOS

When something unexpected happens, you'll be prompted to Retry or Contact Support.

Alternatively, you can reach out using the Contact Support option in the Help menu:

In both cases, you'll be prompted to tell us what you're running into. All required support files, like Canister's console, are automatically sent along with your request.

Windows

When something unexpected happens, use the Contact Support option in the Canister menu. In a few words, describe the problem you're running into (logs are automatically attached).

Forensics

Sometimes, the above won't suffice. In such a case we ask you to send us all forensic data. These files are only used to help diagnose your issue, and are deleted afterwards.

macOS

In Terminal, copy/paste this one-line command and hit enter to generate a CanisterForensics.zip file on your Desktop:

zip -ATrq ~/Desktop/CanisterForensics.zip ~/Library/Application\ Support/Canister/.ConsoleHistory ~/Library/Application\ Support/Canister/Transfer\ Logs ~/Library/Application\ Support/Canister/Warning\ Logs

Send us the resulting file, and we'll be able to piece together your LTO history.

Windows

Using Explorer, navigate to /Users/Username/AppData/Roaming/Canister and zip both the Catalogs and Logs directory. Send us the resulting files, and we'll be able to piece together your LTO history.

Do you really need all of that? Yes.

LTO issues tend to become very technical very quickly. That's why there's not much we can do without logs files and console output. We're not a strict bunch, but LTO is an exception: if you have an issue that we feel requires us to have a look at these files, we will not help until you send them over. And no, a remote session won't do.