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Platform Documentation

Diagnostics and troubleshooting

Thirdlane Connect includes Diagnostics tools under Settings → Diagnostics (exact naming may vary slightly by build). They help you or support staff understand connectivity and media issues without guessing.

Live status

The Diagnostics page can show live status for areas such as:

  • XMPP / messaging transport
  • SIP / voice registration and session health
  • Internet reachability
  • Meetings service availability
  • Microphone permission and capture state
  • Service worker (web) status

Actions may include reconnect, probe, or quick microphone tests depending on context.

Diagnostics profiles

Instead of a single “enable logging” switch, you can choose a named profile, for example:

  • Connection
  • Voice / SIP
  • Messaging
  • Meetings
  • AI
  • Everything
  • Custom

Profiles control what is captured. Logging sessions may auto-stop after a timeout (for example 30 minutes) so verbose traces do not run indefinitely.

Per-call diagnostics

From Call History, supported entries offer a Diagnostics or detail view that can include:

  • SIP signalling timeline for the call
  • WebRTC summary at end of call — packet loss, jitter, RTT, codec, relay use

Use this when audio quality issues are intermittent.

Download diagnostics report

You can generate a single JSON report that bundles metadata, active profile, live status, recent calls, and recent log lines.

  • Authorization headers and password fields are always masked.
  • An optional setting may mask phone numbers and caller names when you need to share logs externally.

Session recovery

If the messaging session stalls:

  • A Reconnecting banner may appear at the top with optional Reconnect now.
  • Reconnect logic also considers tab visibility, wake from sleep, and network changes, not only periodic timers.

Connection alert (mobile)

On iOS and Android, Connect shows a high-visibility colored banner directly under the nav bar whenever one or more transports go offline:

  • Red when there is no internet, or when both SIP and Chat (XMPP) are down.
  • Amber when internet is fine but SIP and/or Chat are temporarily disconnected.
  • Hidden when everything is healthy.

A short debounce (about 3 seconds) prevents the banner from flashing during brief reconnect blips, including the normal startup handshake or returning from a CallKit call screen. During an active call, the in-call bar also turns red and shows Call may drop — reconnecting… if SIP drops mid-call.

The legacy small connection icons that previously lived in the side-drawer header have been retired on iOS and Android; the banner now carries that signal. The browser preview build still uses the old drawer icons.