I am experiencing an issue where the user status in Mattermost does not sync properly between the mobile app and desktop client. Despite being online on one platform, the other platform shows an incorrect or outdated status.
Here are the details:
Both the mobile app and desktop client are updated to the latest versions.
I have tried clearing the cache and reloading the apps on both devices.
The network connection is stable on both platforms.
Server logs do not seem to show any related errors.
Push notifications seem to be working fine.
Has anyone else encountered this issue, or is there a configuration I might be missing on the server side? Any help or guidance would be greatly appreciated.
Hi GP, thank you for reaching out! It sounds like you’re experiencing a syncing issue that may be related to session management—I’d recommend checking out our User Status documentation for guidance on troubleshooting this. Please let us know if you need further assistance!
Thank you for your response. I appreciate the initial suggestions! However, I am still experiencing issues with the user status not syncing properly between the mobile app and desktop client.
I have already reviewed the User Status documentation, but the issue seems more complex than what is covered there. Since the problem persists, could you please provide more detailed guidance? Specifically, I’d appreciate help with the following:
WebSocket and Real-time Updates: Could the WebSocket connection be causing the issue? If so, how can I check the stability and performance of the WebSocket connections on both platforms (mobile and desktop)?
Push Notification Configuration: While push notifications are generally working, I’m unsure if the status updates rely on the same configuration. Could you clarify how push notification settings impact status syncing and what I should double-check in the server settings?
Session Management: You mentioned session management—what is the best way to clear or revoke sessions across platforms to ensure proper syncing of user status? Is there a way to confirm if a stale session is causing the issue?
Logs and Monitoring: While I didn’t see any specific errors in the server logs, are there particular log entries, warnings, or performance indicators I should be looking for that might give more insight into this syncing problem?
Additionally, if there are any other areas I should investigate (like load balancing issues, server performance, or timeouts related to status updates), I would appreciate any recommendations.
Thank you again for your assistance, and I look forward to your detailed guidance!
Hi GP, thank you for the detailed follow-up! Let’s dive deeper into the possible areas contributing to the issue:
For WebSocket and Real-time Updates - You can check WebSocket stability by looking for any WebSocket errors in your browser’s developer tools (on desktop) or through network debugging tools on mobile. Additionally, inspect server logs for any WebSocket disconnection or reconnection messages that might indicate instability.
For Push Notifications - While push notifications are generally for alerts, the push proxy could potentially affect status updates if there’s a misconfiguration. Make sure that your server’s push notification settings, specifically around user activity and availability, are correctly configured.
For Session Management Clearance - You can go to the System Console > Users and manually revoke sessions across platforms, ensuring that a stale session isn’t causing the status desync. Additionally, check the “Session Idle Timeout” in System Console > Environment > Session Lengths to ensure sessions are being managed as expected.
For Logs/Monitoring - For logs, you might want to search for status_update events, as they can provide insights into any failures or delays in updating user status. Also, reviewing your server performance logs, particularly related to load balancing and connection timeouts, might reveal bottlenecks impacting the status syncing.
Lastly, you may want to verify if your server is behind any proxies or load balancers, as these can sometimes interfere with real-time updates or WebSocket connections.
Please let me know if this helps or if you need any further clarification!