Desktop app

# 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 4 October 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.

1. Check that your computer is online, for example by opening a website in your browser.
2. Click **Try again** to retry immediately.
3. If you are on the wrong environment, click **Switch environment…** and choose the right one, usually **Production**.
4. 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

1. Check that **Show desktop notifications** and the chat or alert option are on in the desktop settings.
2. Remember that, by default, no notifications appear while a Transportial window is in front.
3. 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

1. Choose **Help** \> **Open log file**. Your file manager opens with the log file selected.
2. Attach the file to your support ticket or e-mail. See [Get help and report a problem](/en/help/get-help-and-support).

**Help** \> **Documentation** opens the Transportial support pages in your browser.

## Related articles

* [Desktop settings and environments](/en/help/desktop-settings-and-environments)
* [Desktop notifications and updates](/en/help/desktop-notifications-and-updates)
* [Get help and report a problem](/en/help/get-help-and-support)
* [Install Transportial Desktop](/en/help/desktop-install)

## Still need help?

Our support team is happy to answer any question about Transportial.

[Contact support](/en/contact)[Report an issue](/en/report-issue)

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Canonical page: https://transportial.com/en/help/desktop-troubleshooting