Connection Persistence and Message Sync Issues in Upwork Desktop App

Platform/Tool: Upwork (macOS)
Section/Environment: Messages Window (Desktop App)
Issue Type: Usability, Performance
Severity: High (Impacts communication and workflow)
Status: Open

Description:

The Upwork desktop app for macOS fails to properly reconnect after an internet disruption. When the connection drops, the message "Connecting to our server..." remains displayed even after the internet is restored, requiring a full restart of the application to reestablish connection. Additionally, message synchronization across different platforms (desktop app, mobile app, and web browser) is significantly delayed, leading to inconsistencies in conversation history.

Evidences:

• The message "Connecting to our server..." persists indefinitely even after the internet is restored.
• Restarting the application is the only way to reestablish connection.
• Messages sent or received on one platform (e.g., mobile app) take an extended time to sync on the desktop app.

Gherkin Test Scenario:

Scenario 1: App Fails to Reconnect After Internet Restoration

Given the user has the Upwork desktop app open  
And the internet connection is lost  
When the internet connection is restored  
Then the app should automatically reconnect to the server  
And the "Connecting to our server..." message should disappear  
But currently, the message persists indefinitely  
And the user is forced to restart the app to reconnect  


Scenario 2: Delayed Message Synchronization Across Devices

Given the user sends a message on the Upwork mobile app  
When they open the Upwork desktop app  
Then the sent message should appear instantly  
But currently, there is a noticeable delay before the message syncs  
And this delay is inconsistent across different platforms  


Positive Aspects:

• The app provides a clear connection status message.
• The message clearly indicates a connection issue rather than leaving the user unaware.

Proposed Solutions:

1. Implement an automatic reconnection mechanism:
   • Detect internet restoration and attempt to reconnect without requiring a restart.
   • Provide a "Reconnect" button to allow manual attempts before forcing a full restart.
2. Improve message synchronization speed:
   • Optimize the backend to ensure near-instant message sync across all platforms.
   • Implement real-time WebSocket connections or polling strategies to reduce sync latency.
3. Provide better user feedback and alternatives:
   • Instead of an indefinite "Connecting to our server..." message, show a dynamic status update with retry attempts.
   • Allow users to refresh the chat manually if synchronization issues occur.

Categories:

• Usability
• Performance
• Accessibility

Tags:

#Upwork #MacOS #Connectivity #SyncIssues #Usability #Performance #Messaging