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 still share your logs with support.

Share logs from the app (all platforms)

The quickest way to send your logs is directly from the app. This works on desktop and mobile, including iOS and Android:

1. Open Lantern and go to Support.
2. Tap Diagnostic Logs.

3. On the Diagnostic Logs screen, tap the Share icon in the top-right corner.

4. Choose how to send the logs (for example, email them to support@lantern.io) and send.

Retrieve the log file manually (desktop)

If you'd rather attach the log file yourself, 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 and Android

Device security settings do not permit direct access to the log file. Use Share logs from the app above to send your logs.

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.