Files Troubleshooting

Unable to Attach an Image or Video to a Message in the Mobile App

Check the mobile app's access settings to the gallery.

Mobile	Steps
iOS	On iOS devices, you need to grant access to all photos: Settings > select the app > Photos > choose All Photos.
Android	On Android, go to Settings > Apps > select eXpress > Permissions > Files and Media (or Storage) > allow access.

Unable to Download a File Due to the Error "File is Unavailable"

Has the File's Storage Period on the Server Expired?

To check if the file was deleted for this reason, contact your organization's support team.

For Administrators: Checking the File Storage Duration on the Server

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To check the storage duration, follow these steps:

• Determine the file's sending date.
• In the corporate server admin panel, under the File Service section, check if the cleanup of old files (retention) is enabled and how many days are set before automatic deletion.
• If the file was sent before the set period, it was automatically deleted and can no longer be downloaded.

Is the File Uploaded to a Large Chat with Participants from Different Servers?

The file is probably not yet ready for download. In mixed chats with participants from different servers, the file is first uploaded from another server to your server and only then becomes available for download. Try restarting the mobile app or refreshing the cache in the web/desktop app by pressing Ctrl + Shift + R (Cmd + Shift + R on macOS). If the issue persists, contact your organization's support team to check the file service on the server.

For Administrators: Collecting Diagnostics

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For diagnostics, collect logs from the mobile app or network requests information from the console (under the Network tab) in the web/desktop app, as well as container logs for the File Service on the sender's server, and send them to eXpress support.

Are There Network Restrictions in the Organization?

A file sent by an external user may be unavailable in your organization's local network. Files from public users are delivered to corporate users via third-party storage — the Yandex Cloud. If access to this cloud is restricted in your organization, a corporate user will not be able to receive a file from an external user. Registering the external user on the same corporate server will resolve this issue. For more information, contact eXpress support.

Unable to Send or Download Files in All Chats Massively

If many users encounter errors when working with any files that are not related to security restrictions — there is an issue with the corporate server. Contact your organization’s support or eXpress support to resolve the widespread problem.

For Administrators: Diagnosing File Service Issues on the Server

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Most often, such issues are related to a failure in the File Service on the server.

• Collect logs for the File Service on the server and send them to eXpress support for analysis.
• If necessary, restart the File Service container via the console and ask the user to try again.
• Check the ability to send and download files.

Unable to View an Attached File

The app supports viewing certain file types within eXpress. Preview and thumbnail generation in the chat are not possible if the file is corrupted, its format is unsupported by the app, or if it is a media file lacking the necessary codec or containing incorrectly encoded content (e.g., incorrect placement of keyframes or video metadata).

How to Resolve This?

If an error occurs when trying to view a file, restart the app: on your phone, swipe it from the list of open apps; in the web and desktop apps, press Ctrl (Cmd) + R.

If this does not help, in the web/desktop app, download the file to your computer and open it in a third-party application. In the mobile app, disable the Use internal document viewer option and try opening the file again.

Nothing Helped?

Contact your organization's support team or eXpress support.

After Viewing a File, the Desktop App Remains in Full-Screen Mode

This could have happened if you clicked the full-screen mode button in the file preview window. To exit the app's full-screen preview mode, press the Esc key.

Unable to Forward a File from Another App to eXpress

If you are unable to forward a file, image, or document from another app to eXpress or vice versa on a mobile device, contact eXpress support for diagnostics.

"You Cannot Send Files to This Chat" When Trying to Send a File to a Chat with Disabled End-to-End Encryption

If the error “You cannot send files to this chat” occurs when trying to send a file to a group chat or channel with disabled end-to-end encryption, this means such actions are prohibited by the Trust and Local settings for the corporate data transfer system contour on the corporate server. To clarify the contour settings, contact your organization's support team.

Files Fail Antivirus Check or Get Stuck in Queue

Contact your organization's support to resolve issues with files related to antivirus and additional checks.

The App's Local Cache Is Taking Up a Lot of Space on the Device

If you do not need automatic downloading of all files sent in chats to the app cache, disable the Media autoloading feature in the chat and channel settings (in the mobile app).

To delete files that have already been downloaded, contact your organization's support or eXpress support: the method depends on the platform, and support will suggest the appropriate one. Your conversations won't be deleted — they are stored on the server.

Error "Following Files Have Forbidden Type" in a Branded App

This error means that your organization has decided to prohibit sending this MIME type through the desktop app.