Desktop

# Troubleshoot Synnax Desktop

> Find problems with the diagnostics dialog and logs, then fix common problems.

Synnax Desktop starts Synnax when the app opens and stops it when the app closes. To find a problem, start with the diagnostics dialog and the logs, then look for your problem under [common problems](https://docs.synnaxlabs.com/reference/desktop/troubleshooting#common-problems). Each command runs from the [command palette](https://docs.synnaxlabs.com/reference/get-started/ui-overview#search-and-command-palette).

## Diagnostics

To open the diagnostics dialog, run the “Open diagnostics” command. The dialog shows the state of Synnax, such as **Running** or **Stopped unexpectedly**, and:

* **Version** -> the version of Synnax Desktop.
* **Running since** -> when Synnax became ready. Shown only while Synnax runs.
* **Starts** -> the number of times Synnax started since the app opened.
* **Last problem** -> the last problem, if there was one.
* **Data** -> the size and location of the data folder.
* The end of the log, updated every 2 seconds.

The dialog has the buttons **Erase all data**, **Show data folder**, **Show logs**, **Export**, and **Restart**.

### Export diagnostics for support

1. In the diagnostics dialog, click **Export**.
2. Select where to save the file.

Synnax Desktop saves a zip file named `synnax-diagnostics-<date>.zip`. It holds a summary of the app, the computer, and the recent starts, and all log files. It holds no recorded data and no passwords. Send this file to the person who supports you.

## Logs

Synnax writes its log to `core.log` in the log folder. To open the folder, run the “Show logs” command.

| Operating system | Log folder                                   |
| ---------------- | -------------------------------------------- |
| macOS            | `~/Library/Logs/com.synnaxlabs.desktop`      |
| Windows          | `%LOCALAPPDATA%\com.synnaxlabs.desktop\logs` |

## Common problems

### The top bar shows “Reconnecting”

* Cause

  The Console cannot reach Synnax. Most often, Synnax stopped and Synnax Desktop is starting it again.

* Fix

  Wait a few seconds for the indicator to go away. If it stays, run “Open diagnostics”.

### Synnax Desktop shows “Synnax stopped unexpectedly”

* Cause

  Synnax failed five times in a row, so Synnax Desktop stopped trying to start it. A failure is a crash, a start that takes more than 60 seconds, or three failed health checks in a row. The last problem shows under the heading.

* Fix

  1. Click **Restart** to try again.
  2. If Synnax stops again, click **Diagnostics** and [export diagnostics](https://docs.synnaxlabs.com/reference/desktop/troubleshooting#export-diagnostics-for-support) for support.

### The app shows “Starting Synnax…” for more than a minute

* Cause

  After 60 seconds, Synnax Desktop counts the start as a failure and tries again.

* Fix

  Wait for the next start. If the start keeps failing, the app shows “Synnax stopped unexpectedly”. Then see [Synnax stopped unexpectedly](https://docs.synnaxlabs.com/reference/desktop/troubleshooting#synnax-desktop-shows-synnax-stopped-unexpectedly).

### Synnax Desktop shows “You are offline”

* Cause

  Synnax Desktop needs internet access to log in.

* Fix

  1. Connect the computer to the internet.
  2. Click **Try again**.

### Synnax Desktop shows “Your login has lapsed”

* Cause

  The license of Synnax Desktop lasts 30 days. While the app runs with internet access, it renews the license in the background, when it opens and every 6 hours. If it cannot renew for 30 days, a grace period of 14 days starts. After the grace period, the license lapses. Within 7 days of the expiry, a failed renewal shows “Failed to renew license”.

* Fix

  Connect the computer to the internet, then click **Log in** and log in with the same account. Your data stays on the computer.

### Synnax Desktop shows “This machine was logged out”

* Cause

  Someone logged the computer out on the **Devices** page of the Synnax portal, so its license is gone.

* Fix

  Click **Log in** and log in again.

### Live data or tasks stopped

* Fix

  1. Run the “Restart Synnax” command.
  2. Click **Restart** to confirm. Running tasks and live data stop for a few seconds, then start again.

  If a task still does not run, see [Troubleshoot hardware](https://docs.synnaxlabs.com/reference/hardware/troubleshooting).

### I want to start again with no data

* Fix

  Run the “Erase all data” command. To learn what it deletes, see [erase all data](https://docs.synnaxlabs.com/reference/desktop/data#erase-all-data).