BrowserDeskHelp › When something does not work › H16
"The iPhone app closes" or "my connections are gone"
The app is suddenly closed after disconnecting, tapping a device in the list reports "Bad state", or after a new version the remembered connections and the history are empty. Here are the causes and what helps.
Preview this guide has not yet been clicked through on a real device. Button names and steps come from the program but may differ in details.
- For
- Technician · Employee working from home
- Applies to
- Free · Cloud · Own relay
- Control from
- Phone/tablet/Fire TV
- from version
- 20261011.22
What it is for
On the iPhone or iPad one of three things happens: the app is simply gone after disconnecting. Tapping a device in the list reports "Bad state: Relay-Verbindung getrennt" (relay connection closed). Or after installing a new version the remembered connections, the history and saved passwords are gone. All three have a known cause.
What you need
- If possible: the version of the app.
How to do it
- The app closes when disconnecting? That was a bug in versions before 20261011.22: while the connection was torn down, a library asked for the microphone, and iOS ended the app at once. Fixed since 20261011.22. Install the new version — over the old one, see step 3.
- Tapping a device in the list reports "Bad state: Relay-Verbindung getrennt"? The list used to connect with the saved password — and that was usually empty. Every device refuses an empty password. Since version 20261011.20 the app asks for the password if none is saved (Kennwort auf diesem Gerät speichern (save password on this device) is then preselected) and asks once more after a refusal. With an older version: enter ID and password by hand in the tab Verbinden (connect) (D5). Signing in to the access does not replace the device password.
- Connections gone after a new version? Then the app was deleted first — not replaced. On the iPhone, everything the app stored disappears with it: remembered connections, history, the app's ID and preview pictures. This cannot be brought back. - Next time: never delete the app to install a new version. Install the new version over the existing one, like a normal update. Then everything is kept. - The saved passwords are in the iOS keychain and even survive deleting. The address book entries are gone anyway — enter the devices again (D5).
- Something else? Write to info@browserdesk.de: device (iPhone or iPad), iOS version, app version and what you did before it happened. Logs cannot be collected in the app yourself (H19).
How you know it worked
- After disconnecting, the app stays open.
- Under Zuletzt verwendet (recently used) your devices are still listed after the next update.
Good to know
- Switching apps disconnects the session. If you switch to another app, BrowserDesk disconnects by itself and rebuilds the connection when you come back. That is not a crash.
- Saving passwords is optional. Zugangsdaten speichern (save credentials) is off by default; without a saved password the app asks for it when you connect from a list.
- A public way to get the app (App Store) will follow (C1).
If it does not work
| You see | Meaning and fix |
|---|---|
| "Falsches Passwort — bitte das richtige Zugriffs-Passwort eingeben." (wrong password) | The device password is wrong (H9). |
| The app still closes when disconnecting | Check the version — before 20261011.22? Then update. Otherwise write to info@browserdesk.de. |
| Another refusal | Look up the sentence in D9. |