Bots & SmartApps Troubleshooting

Use the Latest Android System WebView

For SmartApps to work correctly in the Android mobile app, the Android System WebView system component must be up to date. 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• the bot uses outdated methods and requires updating,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 for diagnostics and data collection or directly contact eXpress support, providing the gathered information.

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. Submit all data to eXpress support for further analysis.

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

Note that 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 it again.

Compare the behavior in different networks. Test separately from the corporate network and from a mobile network — this will immediately give the administrator a clue 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 side.

For Administrators: Collecting Proxy SmartApp Diagnostics

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

“No Internet Connection” Error in SmartApp

Make sure that your device's network connection is working properly — learn more. If there are no connection issues, the problem may be on the corporate server with bots and SmartApps — contact your organization's support for assistance.