Troubleshooting eXpress

Regularly Install Updates

It is recommended to use the latest version of the app. Updates contain bug fixes and new features. To find your version number, see “App Versions”. To update the app on your platform, see “Using Updates”. If your organization uses a corporate app other than eXpress, contact your organization’s support or follow the provided instructions.

Corporate Server Maintenance

Servers are maintained and updated by eXpress partners, or your organization’s system administrators or, under certain service agreements, by eXpress technical support specialists.

Try to Troubleshoot the Issue Yourself

Perform the following steps:

1. Check Network Settings:
   • Ensure the device is connected to a stable internet connection (Wi-Fi or mobile network). Switch to another network if necessary.
   • Disable VPN, firewall, proxy server, or antivirus if they might block data transmission.
   • Check if there are any network traffic restrictions. If the issue persists, contact your organization's system administrator or support team.
2. Restart the App:
   • Web and desktop app: press Ctrl (Cmd) + R. If the desktop app shows a selection window, click Reload. If the problem occurred in a call, first download the call log: it is deleted after restart.
   • Mobile app: close it via the recent apps list and reopen it.
3. Update the app to the current version (Read more).
4. Review troubleshooting recommendations in the relevant support sections.
5. The problem persists? Collect diagnostics via the “About” screen and contact Support. You don't need to sign out of the session, clear cache, or reinstall the app: if you can't avoid it, support will tell you what to do.

Gather Information and Contact Support

If the issue persists, prepare diagnostic data and contact your organization's support team, partner support (e.g., Beeline for the Lite version of eXpress) or the eXpress support directly.

Checklist before Contacting Support