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Help with our Mac apps, your license key, or the website we look after for you. Pick a product, check the common answers, and write to us if you’re still stuck.
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What do you need help with?
Choose a product and we’ll show the answers people ask for most, then fill it in on your ticket.
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Before you write: common answers
Most Cadence questions are answered here. If yours isn’t, the ticket form is right below.
Frequently asked
My backup didn’t run on schedule. Why?
Open the Cadence menu and check the disk status and last backup time. The usual reasons are:
- the backup disk wasn’t mounted,
- your Mac was on battery with Only when on power on,
- fewer than 20 minutes had passed since the last attempt, or
- Time Machine was switched back to Automatic, so Cadence stepped aside.
If none of these apply, open the log from the Cadence menu and attach it to a support ticket.
Cadence shows a warning icon instead of the spinner.
The helper has stopped reporting for more than three minutes. Rather than show a backup that isn’t happening, Cadence flags it and the banner in its menu offers to restart the helper.
After an update, Cadence asks me to restart the helper.
That’s expected. Cadence notices when the installed helper is older than the app and restarts it with one click. No administrator password is needed.
Apple’s Time Machine icon disappeared from the menu bar.
Cadence can hide Apple’s icon while it runs so you don’t see two. It puts Apple’s icon back when you quit Cadence.
Help articles
- Getting started with CadenceInstall Cadence, approve its helper and pick a backup schedule. It takes about five minutes and your administrator password, once.
- Grant Full Disk Access to the Cadence helperWhy the Cadence helper needs an administrator password and Full Disk Access, exactly what it does with them, and how to grant access.
- Choose a backup scheduleHow Cadence decides when a backup is due, and how the disk, power and snapshot settings change it.
Reporting a bug? Tell us what you expected and what happened instead, and attach a screenshot or the app’s log file if it has one. It’s the fastest way to an answer.
Open a ticket
Still stuck? Send us the details. Every reply comes by email with your ticket number in the subject, so the whole conversation stays on one ticket.