Troubleshooting

Troubleshooting

Device Linking Code Email Not Delivered

Some email providers (@qq.com, @126.com, @163.com, ...) may fail to deliver device linking codes. Try changing your account email to a known reliable provider:

• Outlook
• iCloud Mail
• Yahoo Mail
• Gmail
• Proton Mail - a free, nonprofit, privacy focused email provider. In China, Proton mail require a VPN.

Reset Proxy Configuration

Windows

Some Windows applications (like WhatsApp) may have custom proxy rules that do not route through Lantern proxies. This can be solved most easily by using the web version of the application, because Lantern proxies browser traffic by default. Another option is to reset any app-specific proxy rules:

1. Open Command Prompt or PowerShell (right click to "Run as administrator")
2. Run the command netsh winhttp reset proxy
3. Restart your computer
4. Open Lantern and connect

Install Websites as Apps (desktop)

Firefox

1. Install the Progressive Web Apps for Firefox extension
2. Navigate to the desired site and click the Install This Web App button found in the URL bar after extension is installed
3. Follow installation Prompts Official documentation can be found here

Chrome

1. Navigate to the desired site, and click the More menu on the top right of the browser
2. Select Cast, save, and share, then Install page as app
3. Follow the installation prompts Official documentation can be found here

Microsoft Edge

1. If Microsoft Edge detects that the site is eligible to be installed as an app, there will be an App Available icon displayed on the right side of the URL bar.
2. Click the icon, and select Install
3. Follow installation prompts Official documentation can be found here

Safari (macOS Sonoma 14 or later)

1. Navigate to the desired site
2. Click the Share button on the Safari Toolbar, and select Add to Dock
3. Follow installer prompts Official documentation can be found here

Submit an Issue Report

Application Issue Report

Submit an issue report from the app for best diagnostics: https://lantern.io/report-issue

If the link above does not work, follow the steps below to navigate to the issue submission page:

Desktop

1. go to Support
2. select Report an Issue
3. choose issue type
4. include additional details
5. send report

Android

1. go to Account
2. select Support
3. select Report Issue
4. choose issue type
5. include additional details
6. hit Send Report

Other Issue Report Methods

Portal

If an application issue report cannot be submitted, our portal may be used: https://support.lantern.io

Email

If other methods are not possible, email is a reliable fallback. Any message to support@lantern.io will automatically be converted into a helpdesk ticket.

Log Retrieval

If you can't submit an issue report from within the app, you can retrieve your log file manually and email it to support@lantern.io. Version 9 stores logs in a new location, so use the section that matches your version.

Version 9 (current)

• Windows: Open File Explorer and go to C:\Users\Public\Lantern\logs
• macOS: Open Terminal, run open /Users/Shared/Lantern/Logs
• Linux: Open Terminal, run xdg-open ~/.local/share/org.getlantern.lantern/logs

Select the newest lantern.log file and attach it to an email to support@lantern.io.

Advanced: VPN service log (Windows and Linux only)

On Windows and Linux, Lantern runs a separate background service that handles the VPN connection itself, and it keeps its own log apart from the main app. Support may ask for this log to diagnose connection or "no traffic" problems.

• Windows: Open File Explorer, paste C:\ProgramData\Lantern into the address bar, and press Enter (this folder is hidden by default)
• Linux: Open Terminal, run xdg-open /var/log/lantern

Attach the newest lantern.log from that folder in addition to the log above.

Legacy (before Version 9)

• Windows: In File Explorer, enable hidden items (View menu), then go to C:\Users\<username>\AppData\Roaming\Lantern\Logs
• macOS: Open Terminal, run open ~/Library/Logs/Lantern
• Linux: Open Terminal, run xdg-open ~/.lantern/logs

Select the newest lantern.log file and send it to support@lantern.io.

iOS

iOS security settings do not permit user access to app data.

Android

Android security settings do not permit user access to app data.

Advanced Diagnostics

Problems which are difficult to diagnose with logs may require more advanced tools like packet capture.

https://www.wireshark.org/download.html

Warning

Packet capture will expose raw data for all traffic during the period of recording. We recommend this method only for advanced users who are able to ensure that no personal data is included in the packet capture.

While Lantern ensures that all data submitted to our portal is kept secure and fully deleted shortly after it is closed, it's always advisable to limit the recording and transmission of personally identifying information.