waveline

Troubleshooting

App Connection Issues

Connection issues can make calls, messages, contact sync, analytics, and notifications feel stale. Start by identifying whether the problem is local, network-wide, or account-specific.

Before you begin

  • Know which device, browser, or app version is affected.
  • Check whether teammates see the same problem.
  • Keep unsent message text somewhere safe before refreshing.

Where to find it

Use the web app, mobile app, and device network settings to isolate the issue.

Step-by-step

  1. Refresh the browser or restart the mobile app.
  2. Switch networks and test again.
  3. Sign out and back in if the session looks stale.
  4. Check whether messages, calls, or contacts are the only stale area or whether the whole app is disconnected.
  5. Confirm the device time and operating-system settings are normal.
  6. Try another device to compare.

What happens next

  • The mobile app maintains cached contacts and reconnects real-time channels as app state changes.
  • Network restrictions can affect WebRTC calling, push notifications, and real-time updates differently.
  • A temporary provider issue can affect multiple users at once.

Best practices

  • Keep the app updated.
  • Use reliable networks for live calling.
  • Tell teammates to report whether the issue affects web, mobile, or both.

Troubleshooting

  • If messages are stale but calls work, refresh conversations and app connection.
  • If calls fail but messages work, check microphone, network, and call routing.
  • If everything is stale, sign out, restart, and test another network.