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Start with the simplest check

When Relay isn’t behaving the way you expect, start here:
  1. Confirm you’re on the expected tab.
  2. Confirm the module or integration is configured.
  3. Confirm the outside device or service is reachable.
  4. Confirm macOS permissions are allowed under Relay > Settings → Access.
  5. Test again in Live Mode if the feature depends on it.

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Common issue patterns

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A module is blank

Usually means one of these:
  • The module is added but not configured
  • The connected service has no data for the active tab
  • The target device is offline or unreachable
  • Live Mode is required for updates

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A network integration will not connect

Check:
  • Host or IP address
  • Port
  • Credentials, if the system requires them
  • Same-network access
  • Local Network permission on macOS

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Automation does not fire

Check:
  • The trigger type matches what you’re sending
  • The correct source device is selected
  • Nodes are connected and configured

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A Pro feature looks locked

Check your status under Relay > Settings → Subscription and refresh it if needed.

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Export logs

  1. Choose Help > Export Logs....
  2. Save the archive.
  3. Share it with support if requested.
You can also find log tools under Relay > Settings → Help.

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Copy a diagnostic summary

Open Relay > Settings → Help and click Copy Diagnostic Summary for a quick text snapshot of current state — lighter weight than a full log export, useful for a fast first look.

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What logs may include

Support logs can include connection endpoints, device names, LAN activity, OSC paths, wireless diagnostics, app errors, and update-related details.
Review logs before sharing if your environment includes sensitive device names, addresses, or other production details.

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When to export logs

Export the full log archive rather than just a diagnostic summary when:
  • A device or service repeatedly fails to connect
  • Relay behaves differently than expected after an update
  • Support asks for deeper troubleshooting data

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Contact support

If you’ve worked through the checks above and still need help, contact support@ondeckapps.com. Include as much of this as you can:
  • What you expected to happen
  • What actually happened
  • Screenshots
  • App version
  • Device or service involved
  • Diagnostic summary or exported logs if available
When testing a problem, change one thing at a time. That makes it much easier to tell whether the issue is with Relay, the device, the network, or the surrounding environment.