Sync and relay issues

The cloud relay routes events between your hosts and your other surfaces (portal, mobile). If something on one surface isn’t appearing on another, the issue is usually in one of three places: the host’s connection, the relay, or the receiving surface’s connection.

Quick checks

Before digging in, confirm:

• Your plan includes cloud relay (Pro or higher).
• The host where the session is running is online (the host shows green in Settings > Hosts in the portal).
• The receiving surface is signed in and connected (the connection indicator in the top bar is green).

If those are all green and you still don’t see the session, work through the cases below.

The portal shows no hosts

Most likely you’re on Free, which doesn’t include the relay. Upgrade to Pro from Settings > Billing.

If you’re on Pro or higher and the portal still shows zero hosts:

• Confirm at least one host has been activated.
• On the host’s desktop, open Settings > Cloud. The cloud relay should be Connected. If it’s Disconnected, click Connect.
• On the host, Settings > About. Confirm you’re on the latest version — some older versions don’t connect automatically.

A specific session isn’t appearing

A session lives on the host where it was started. If the portal sees the host but not the session:

• Confirm the session is actually running on the host (open the desktop and look in the Sessions view).
• Wait a few seconds. The first event of a new session takes a moment to propagate.
• Refresh the portal. If a temporary issue caused you to miss the session’s initial events, the portal’s gap-fill will recover from the next refresh.

Events are slow

A delay of a second or two is normal. Longer delays (more than 10 seconds) suggest:

• The host’s network is slow or losing packets.
• The host is on a heavy workload that’s queueing events faster than they can be sent.

Try restarting the host’s desktop app. The connection re-establishes on launch, often clearing transient backlog.

”Disconnected from relay” notification

The host briefly lost its connection. Reconnect is automatic with a bounded backoff. You’ll usually see the “Reconnected” notification within a few seconds.

If you see persistent disconnect notifications:

1. Confirm the host’s network is stable.
2. Confirm your firewall allows outbound HTTPS to the relay (*.glueprint.ai).
3. Restart the desktop on the host.

Mobile not seeing live data

• Confirm you’re on a plan with cloud relay.
• Confirm at least one host is online.
• Pull down to refresh on the relevant tab.
• Sign out and sign back in. The mobile app re-fetches your hosts and resubscribes.

Approvals not appearing on the portal or mobile

Pending approvals are tied to the session they came from. If the session is visible but the approval isn’t:

• Refresh.
• Confirm you have permission to approve. Some assistants route approvals to specific users via supervision rules.

Encrypted content shows as ... or empty

The receiving surface couldn’t decrypt the content. The most common cause is a credential mismatch — for example, you reset your password on the portal but a stale session token is still on the device.

Fix: sign out and sign back in. The fresh sign-in re-fetches the encryption keys.

What the relay can see

The relay routes encrypted events. It can see:

• Which host is sending an event to which surface.
• Sequence numbers and event sizes.
• Connection timestamps.

It cannot see:

• The transcript content of any session.
• The text of any chat message.
• The content of any tool call or its results.

See Cloud Relay & Encryption for the full architecture.

Related topics

• Cloud Relay & Encryption
• Install Glueprint