In the web or desktop app, copy the voice diagnostics while you're still in the call, and post them with a bug report about what went wrong on Fluxer Feedback. They tell us how your app's connection and your audio and video devices behaved during that call, which is often the only way we can find the cause of a problem in a call.
How do I report a problem with voice, video or screen sharing?
- Turn on "Developer mode" under "Advanced" in "User settings".
- Join the call and make the problem happen again.
- While you're still in the call and the problem is fresh, click your avatar in the bottom left and choose "Copy voice diagnostics" from the menu that opens.
- Post a bug report on Fluxer Feedback, say what went wrong and when it happened, and paste the diagnostics into it along with any screenshots or recordings you have.
Where do I find voice diagnostics?
"Copy voice diagnostics" is in the menu that opens when you click your avatar or name in the bottom left of the web and desktop apps, and it only appears once "Developer mode" is on. The iOS and Android apps don't have it, so for a problem there, post your phone model, the version of the app and what happened in the call when it went wrong.
Should everyone in the call send diagnostics?
Yes, if the problem involves other people, such as someone who can't hear you or a screen share that freezes for the people watching it. Each person sees a different side of the same call, so please ask everyone involved to copy their own diagnostics during the call and add them to the same bug report on Fluxer Feedback as comments.
What's in the voice diagnostics?
The diagnostics are plain text that you can look through before you paste them. They describe your device and app, with the app version, browser, operating system, screen size and language. They also include your voice and video settings, the names of your microphones, cameras and speakers, and quality numbers for the call such as packet loss and latency. IDs for the call, the channel and the people in it are in there too.
They don't include your IP address, your messages or any of the audio or video from the call. Anyone can see the bug reports on Fluxer Feedback, as its privacy notice says, so before you post your report, delete anything in them that you'd rather not share, such as the names of your devices or the IDs of the other people in the call.
You can also report other kinds of bugs on Fluxer Feedback, or contact our support team if you'd rather not post in public. You can write to them in any language you like.