Bots & SmartApps Troubleshooting

Use the Latest Android System WebView

Update the Android System WebView OS component to the latest version: SmartApps in the Android mobile app depend on it. If the SmartApp runs with errors after updating Android System WebView , clear the SmartApp cache.

Chat Bot Doesn't Work or Works Incorrectly — General Recommendations

1. Identify which platform the issue occurs on: web/desktop or mobile app, and specify the app version.
2. Check if the issue reproduces on another client platform.
3. Document the reproduction steps, take screenshots, or record a video.

Does the Bot Issue Occur on Multiple Client Platforms?

If the issue occurs on two or more platforms (e.g., iOS and Android), possible causes:

• the bot uses outdated methods and requires updating,
• the bot contains an error in the code.

Contact your organization's support team: they will diagnose the problem and collect data. Or send the collected information directly to eXpress Support.

For Administrators: Collecting Data for Chat Bot Diagnostics

CTS

eCTS

For diagnostics, you can obtain from the corporate server:

• container logs with the bot,
• botx container logs,
• messaging container logs.

Provide to eXpress support:

• a description of the issue, screenshots, video,
• .env file with variable values,
• the collected logs.

Does the Bot Issue Occur on a Single Client Platform?

If the issue occurs only on one platform (web/desktop/iOS/Android), provide to eXpress support:

• a description of the issue,
• client app logs.

If necessary, the issue will be logged as a bug and fixed in the future.

Bot Authorization Error “401 Unauthorized”

Open the bot properties in the corporate server administrator panel, enable the Enable legacy token checkbox, and save the changes.

SmartApp Doesn't Work or Works Incorrectly — General Recommendations

1. Try clearing the SmartApp cache via the ellipsis button on the screen or the SmartApp panel.
2. If the issue persists, identify which platform it occurs on (web/desktop/mobile app) and specify the app version.
3. Check if the issue reproduces on another platform.
4. Document the reproduction steps, take screenshots, or record a video.
5. Collect SmartApp client logs.
6. Through the corporate server administrator, request:
   • SmartApp server logs,
   • .env file with variable values.
7. Send all data to eXpress Support: they will analyze it.

If necessary, the issue will be logged as a bug and fixed in the future.

Proxy SmartApp Doesn't Open the Resource or Shows a Blank Screen

Proxying does not work in the web version: open the app on a computer or phone.

Clear the Proxy SmartApp cache : click the three dots in the upper-right corner of the app and select cache clearing. Then open Proxy SmartApp again.

Compare the behavior of Proxy SmartApp in the corporate network and in the mobile network. From the difference, the administrator will understand where to look for the cause.

If nothing helped, contact your organization's support or your administrator: Proxy SmartApp is configured on the corporate server.

For Administrators: Collecting Proxy SmartApp Diagnostics

Collect the .env file, server logs for the bot and SmartApp, client diagnostics, and HAR from the desktop.

For Administrators: The Resource Opens on a Computer but Not on a Phone

Most often, the cause is the resource certificate. Check the three conditions:

1. The root and intermediate certificates of the certification authority have been added to the bot card, in the TLS certificates field for the proxied resource (PEM).
2. The resource server returns the full certificate chain.
3. The resource certificate has the Extended Key Usage extension with the value TLS Web Server Authentication. Without it, iOS does not accept the certificate.

In the eXpress app for iOS, the corporate certification authority must also be installed on each device. After installation, enable trust for it: Settings > General > About > Certificate Trust Settings. For installation instructions, see Certificates on iOS/iPadOS.

In the branded app (ETS) for iOS, the certification authority is loaded automatically, without installation on devices, if a separate flag is enabled in the app build. To have it enabled for your build, contact eXpress support.

“No Internet Connection” Error in SmartApp

Make sure that your device's network connection is working properly — learn more. If the connection is fine, the problem may be on the corporate server with bots and SmartApps. Contact your organization's support.