Date: 202101
Local time of day: 0601-1200
Location: ZZZ.ARTCC, US
Aircraft: EMB ERJ 170/175 ER/LR
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Cruise
Airspace: Class A ZZZ
ATC / advisory: Center ZZZ
Aircraft component: Pneumatic System
Component problem: Malfunctioning
Reporter organization: Air Carrier
Reporter qualification: Flight Crew Multiengine; Flight Crew Instrument; Flight Crew Air Transport Pilot (ATP)
Human factors: Communication Breakdown
Second reporter function: Dispatcher
Anomaly: Aircraft Equipment Problem Critical; Deviation / Discrepancy - Procedural Published Material / Policy
Detector: Automation Aircraft Other Automation
When detected: In-flight
Result: Flight Crew Diverted; Flight Crew Landed in Emergency Condition
Contributing factors: Aircraft; Software and Automation
Primary problem: Aircraft

Narrative: After making the turn at ZZZZZ intersection at FL300; we had a bleed 1 leak caution message. We ran the QRH and isolated system 1 and after a few minutes the message returned forcing us to continue the checklist through the descent portion. As we were waiting the three minutes before the descent; I initiated contact with AIRINC to reach dispatch as our ACARS had just lost coms most likely to it transitioning from one frequency to another. However with the need for a descent arising we lost communication with AIRINC before establishing any plan with dispatch. We requested priority handling with ZZZ Center and initiated a turn towards ZZZ as the thought of continuing towards ZZZZ or ZZZZ1 was the longest stretch of open water on the route and worst case scenario we were 60-80 miles north of the coast and ZZZZ2 was the closest [authorized] airport around if we had to continue the checklist and shut down the engine. As we got closer to ZZZZ2 while still 130 miles from ZZZ we were able to get an ACARS connection and get dispatch caught up on the situation. They did not realize how bad the situation was and thought we were closer to ZZZZ and ZZZZ1 than we actually were. As the aircraft was stable and the bleed temp of system 1 was around 50C; the system still held almost 70psi throughout the flight indicating one of the valves was still open and not properly closed; we confirmed with dispatch that it was safe to continue beyond ZZZ to ZZZ1 for an uneventful landing. Throughout the communication black out center was very professional and extremely helpful. I hope our thanks and appreciation for their work can be passed on to the controllers working with us.


Second narrative: Prior to ZZZZZ1 [fix]; flight sent an ACARS message stating a Bleed Leak. Flight followed the QRH and three minutes later the message returned requiring a diversion to nearest suitable. There was quite a bit confusion going on because the flight also attempted to contact us via ARINC. The ARINC call failed; and the flight seemed to be in an ACARS dead spot as well. A few minutes later; I received multiple ACARS messages stating the flight was diverting to ZZZ. Per the flight's location; ZZZZ1 seemed like the closer; more suitable option and would've had the flight avoid going EOW (Extended Over Water) at 10;000 [with priority handling]. After running numbers for ZZZZ1; flight informed me over ACARS that ZZZ or ZZZ1 was closer. Although [our equipment] showed the flight over ZZZZ1; in reality the flight was 250 nm to the east; indeed much closer to ZZZ or ZZZ1. With that information; we decided ZZZ1 was a more suitable airport. In addition to runway length; ZZZ ops informed us that pax would not be allowed off the aircraft due to customs issues. Flight landed and blocked in.While I was certainly caught off guard and should've opened the QRH a few minutes faster; I was seriously hampered by our lack of equipment accuracy; ACARS dead spots; and ARINC being unable to raise the flight. It's hard to have an accurate; timely discussion over ACARS when both sides of the situation are working quickly on fixing the problems. If this were being done via remote dispatching; I do not wish to imagine the consequences. In the future; I will remind myself to remain calm and follow step-by-step actions to reach a quicker; less confusing end.


Synopsis: Air carrier pilot and Dispatcher reported confusion over diversion airports due to communication difficulties after bleed air leak.