> ## Documentation Index
> Fetch the complete documentation index at: https://help.ondeckapps.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Getting help and contacting the Relay support team

> Work through common issues, export diagnostic logs, and contact support when you need help.

## 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` → <Icon icon="hand" /> **Access**.
5. Test again in Live Mode if the feature depends on it.

## Common issue patterns

### 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

### 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

### Automation does not fire

Check:

* The trigger type matches what you're sending
* The correct source device is selected
* Nodes are connected and configured

### A Pro feature looks locked

Check your status under `Relay > Settings` → <Icon icon="credit-card" /> **Subscription** and refresh it if needed.

## 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` → <Icon icon="circle-help" /> **Help**.

## Copy a diagnostic summary

Open `Relay > Settings` → <Icon icon="circle-help" /> **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.

## What logs may include

Support logs can include connection endpoints, device names, LAN activity, OSC paths, wireless diagnostics, app errors, and update-related details.

<Warning>Review logs before sharing if your environment includes sensitive device names, addresses, or other production details.</Warning>

## 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

## 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

<Tip>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.</Tip>