Troubleshoot Transportial Desktop
What to do when the desktop app shows no connection, stops responding, does not notify you, or you need to send a log file to support.
Updated October 4, 2026
Most problems with the desktop app come down to the network, a busy window or a system setting. This article lists the screens you may see and what to do.
No connection to the platform
When the app cannot reach Transportial, for example after you left the depot's Wi-Fi, it shows No connection to the platform. If the address is reachable but does not answer properly, the title is The platform did not respond. The app keeps trying on its own and shows a countdown such as Trying again in 20s; the wait grows up to a minute between attempts.
- Check that your computer is online, for example by opening a website in your browser.
- Click Try again to retry immediately.
- If you are on the wrong environment, click Switch environment… and choose the right one, usually Production.
- If the problem stays, click Report this issue. The report page opens in your browser.
Click Quit to close the app.
The window stops responding
A very large board can keep a window busy for a moment. If a window stays unresponsive, the app asks Transportial is not responding.
- Keep waiting (the default) gives the window more time. The question disappears by itself if the window recovers.
- Reload this window reloads it and returns to the same screen. Anything typed into an open form is lost.
After sleep or a network change
When your computer wakes up or the network comes back, the app refreshes your session and reconnects by itself. If live updates still seem stuck, choose View > Reload (Cmd/Ctrl+R).
No notifications
- Check that Show desktop notifications and the chat or alert option are on in the desktop settings.
- Remember that, by default, no notifications appear while a Transportial window is in front.
- Check that your operating system allows notifications from Transportial and that do-not-disturb is off.
The app does not quit when I close it
By default the app keeps running in the tray. Use Quit Transportial in the tray menu, or switch off Keep running in the tray when the window is closed.
The window flickers or stays blank
Switch off Use hardware acceleration (restart required) in the desktop settings and restart the app.
Send a log file to support
- Choose Help > Open log file. Your file manager opens with the log file selected.
- Attach the file to your support ticket or e-mail. See Get help and report a problem.
Help > Documentation opens the Transportial support pages in your browser.