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Troubleshoot messages that won't update

Get your messages showing up live again when they only arrive after you restart Root.

If new messages don't appear until you close and reopen Root, or the app feels behind, Root has usually lost its live connection to our servers. The steps below help it reconnect and stay current.

1. Check your connection​

Root needs a steady internet connection to receive messages as they arrive. If your connection drops or your network blocks background traffic, messages can stop updating until you restart.

  • Switch between Wi-Fi and mobile data to see if one works better.
  • If you're on a work, school, or public network, try a different one. Some networks block the traffic Root uses to stay connected.

2. Update to the latest version​

Make sure you're running the latest version of Root. An older version can fall out of sync with our servers.

  • On desktop, open Profile → Settings and select Check for updates. When an update is available it shows with a green arrow, and you can install it right there. You can also download the latest version from the Root download page.
  • On mobile, check for an update in the App Store or Google Play.

3. Restart Root​

Close Root completely and reopen it. On mobile, swipe the app away from the app switcher first, then open it again. This forces Root to make a fresh connection and pull in anything it missed.

4. Restart your device​

If messages still lag behind, restart your device. This clears up connection issues that Root can't fix on its own.

Still having trouble?​

If your messages keep falling behind after all of the above, let us know so we can look into it.

tip

When you report an issue from inside the app, your Root version and device details are attached automatically, so we get what we need to help without you tracking anything down.