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MirrorWeb Mobile Capture: Device Unlinking Management

Author: Hunter HeroldDate: December 17, 2024🧠 Summary / PurposeThis article explains how to understand, prevent, and resolve device unlink...

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Written by Evie Lynch
Updated this week

Author: Hunter Herold
​Date: December 17, 2024

🧠 Summary / Purpose

This article explains how to understand, prevent, and resolve device unlinks in MirrorWeb's Mobile Capture system for iMessage and WhatsApp archiving. Device unlinking occurs when mobile devices lose their connection to the archiving system, temporarily interrupting message capture until reconnection is achieved. Understanding this process helps maintain continuous compliance coverage and minimize gaps in communication archiving.

Part 1: Understanding Device Unlinks

What is a Device Unlink?

A device unlink occurs when your mobile device (iPhone or Android) loses its connection to MirrorWeb's archiving system for iMessage or WhatsApp. During disconnection, messages cannot be captured until the device is reconnected. However, once reconnected, MirrorWeb backdates capture to the last captured message, ensuring no gaps in your data.

Identifying Disconnections:

  • You receive an email notification stating "Your account is disconnected"

  • Administrators receive an email with affected user details

  • Device status shows as "Deauthorised" in Insight dashboard

  • Messages sent during disconnection won't appear in archive until reconnection

Part 2: Common Causes of Disconnections

iMessage/Apple Disconnections:

  1. Password Changes

    • Changing your Apple account password triggers an unlink

    • User gets signed out of Mac and needs to reconnect

  2. Authentication Token Expiry

    • Apple's security tokens have limited lifespans

    • Particularly common with federated logins (AzureAD, Okta)

  3. iCloud Account Issues

    • Password changes, 2FA prompts, or account verification

    • Any authentication hiccup can sever the link

  4. System Updates

    • iOS/Android updates or phone restarts

    • May reset connections without warning

WhatsApp Linked Device Disconnections:

  1. Primary Phone Offline

    • Linked devices need periodic check-ins with primary phone

    • Disconnection occurs after ~14 days if phone is unreachable

  2. Session Key Rotation

    • WhatsApp regularly updates security codes

    • Failed sync conversations result in dropped connections

  3. Network Instability

    • Packet loss or latency spikes during key exchanges

    • Internet hiccups at critical sync moments break connections

  4. Background Process Issues

    • WhatsApp app closure on primary phone

    • Battery optimization or memory management interference

Part 3: Preventing Disconnections

Configure Device Settings:

  1. Keep Phone Connected and Awake

    • Disable battery optimization for messaging apps

    • Keep phone connected to power overnight when possible

    • Ensure stable data/WiFi connection

  2. Maintain Network Stability

    • Use reliable WiFi networks when possible

    • Minimize frequent network switching

  3. App Management

    • Let WhatsApp and Messages run in background

    • Avoid force-stopping messaging apps

    • Install app updates promptly (note: updates may cause temporary disconnection)

Part 4: Disable Battery Optimization - iOS

Method 1: Background App Refresh

  1. Open Settings

  2. Scroll down and tap WhatsApp

  3. Ensure Background App Refresh is turned ON

  4. Navigate to Settings > General > Background App Refresh

  5. Verify main toggle is ON and WhatsApp is enabled

Method 2: Low Power Mode Management

  • Avoid Low Power Mode when possible (kills background processes)

  • If necessary, be aware WhatsApp may disconnect

Part 5: Disable Battery Optimization - Android

Method 1: Battery Optimization Settings

  1. Open Settings on your phone

  2. Search for "Battery" or "Battery optimization"

  3. Tap the battery optimization settings result

  4. Look for filter/dropdown showing "All apps" and tap it

  5. Scroll down and find WhatsApp

  6. Tap WhatsApp, then select "Don't optimize" or "Not optimized"

  7. Tap Done or Save

Note: Exact wording varies by manufacturer

Method 2: App-Specific Settings

  1. Open Settings > Apps

  2. Find and tap WhatsApp

  3. Tap Battery (or Battery usage)

  4. Toggle OFF options like:

    • "Optimize battery usage"

    • "Put app to sleep"

    • "Adaptive battery"

Part 6: Sending Manual Connection Reminders (Admin Function)

Administrators can proactively send connection reminders to users with disconnected devices directly from the Insight dashboard.

Steps to Send Connection Reminder:

  1. Log in to the MirrorWeb Insight dashboard

  2. Navigate to Dashboard > Management > Connection Management

  3. Locate the disconnected device in the connections list

    • Look for devices showing status as "Deauthorised" or "Disconnected"

  4. Select the checkbox next to the affected connection(s)

  5. Click "Send Reminder" button

  6. Confirm the action when prompted

Best Practices for Reminders:

  • Send reminders during business hours for faster response

  • Follow up with direct communication for critical users

  • Track reminder effectiveness in connection status reports

  • Set regular review schedules for connection status

Part 7: Reconnecting After Disconnection

Step 1: Check Notification

  • Review disconnection email for affected account details

  • Note the provided reconnection link

  • Alternatively, check for admin-sent reminder emails

Step 2: Reconnect Device

  • Click "Reconnect" in notification email

  • Follow reconnection prompts for iMessage/WhatsApp

  • Check inbox for OTP (One-Time Password)

  • Keep phone handy for reconnection process

Step 3: Verify Connection

  • Send test message after reconnecting

  • Request admin verification in archive (within 2 hours)

  • If message doesn't appear, attempt reconnection again

Part 8: When to Contact Support

Contact MirrorWeb Support ([email protected]) if experiencing:

🚨 Red Flags Requiring Support:

  • Repeated disconnections - Same device disconnecting multiple times daily

  • Reconnection failures - Process fails repeatedly or shows error messages

  • Multiple devices affected - Several users experiencing simultaneous disconnections

  • Pattern-based issues - Disconnections at same time daily or after specific events

  • Long-term gaps - Device disconnected for days/weeks before detection

Information to Provide:

  • Affected user(s) details (email, phone number, connection ID)

  • Disconnection occurrence times

  • Number of reconnection attempts

  • Any error messages displayed

  • Whether issue is new or ongoing

💡 Pro Tips

  • Proactive monitoring: Regularly check device status in Insight dashboard to catch disconnections early

  • Admin responsibilities: Schedule weekly reviews in Management > Connection Management to identify and send reminders for disconnected devices

  • User education: Train users on battery optimization settings during onboarding to prevent common disconnection causes

  • Scheduled maintenance: Plan app updates and password changes during low-activity periods to minimize impact

  • Documentation: Keep a log of frequent disconnection patterns to identify systemic issues

  • Backup capture: Consider implementing redundant capture methods for critical compliance requirements

  • Reminder tracking: Monitor response rates to connection reminders and follow up with non-responsive users directly

🧪 Troubleshooting

If reconnection fails:

  • Verify device has stable internet connection

  • Confirm correct Apple ID/WhatsApp account is being used

  • Check that 2FA is properly configured and accessible

  • Ensure messaging app is updated to latest version

  • Clear app cache and retry connection process

For persistent issues:

  • Document error messages and screenshots

  • Note time of day when disconnections occur

  • Check if multiple users on same network are affected

  • Verify firewall/security settings aren't blocking connections

  • Contact MirrorWeb Support with comprehensive details

MirrorWeb's Commitment:

  • Transparency - Immediate notifications when unlinks occur

  • Ease of Connection - Quick reconnection process for users

  • Complete Oversight - All unlinks reported in Insight dashboard

  • No Data Gaps - Backdate capture to last message upon reconnection

  • Best-in-class Support - Direct assistance for complex disconnection issues

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