The Detailed Diagnostics can be found within the Diagnostic Window. It is a diagnostic tool that shows in specific details, the data traffic across the Audio and Video channels. The Info tab shows connection activities and status of the servers the user is connected to at the time of the Remote Assistance session.
How to view Detailed Diagnostics
- On an active Remote Assistance call, tap the Settings gear to launch the Diagnostics window. Then, tap Detailed Diagnostics beside Diagnostics (Refer to screenshot above.)
View the Info Channel
- Tap the Info tab to view details of active/inactive servers and their connection. Particularly, the Master Server, Turn Server and the Tunnel Server. You will see "Connected" for Master Server and "Reachable" for Turn Server and Tunnel Server for active connection.
- Master Server is the main or primary server. The WorkLink app uses TCP (Transmission Control Protocol) communication with the master server. The TCP manages the availability status of all users. If TCP is not available on the network it will fall back to UDP. This allows the app to have additional ways to communicate with the servers, providing communication reliability.
- A TURN (Traversal Using Relay NAT) server is a media relay/proxy that allows peers to exchange UDP or TCP media traffic whenever one or both parties are behind Network Address Translators (NAT) or firewalls.
- Tunnel Server allows the use of the Internet, which is a public network, to convey data on behalf of a private network.
View the Audio Channel
- Tap the Audio tab to view details of data (audio bytes and packets) sent and received on the Audio channel during an active session. The values displayed for Bytes received and sent will keep changing/increasing during the session.
View the Video Channel
- Tap the Video tab to view details of data (video bytes, packets and frames) sent and received on the Video channel during an active session. The values displayed for Bytes received and sent will keep changing/increasing during the session.