Troubleshooting App Installation, Updates, and Operation

Android App Doesn’t Work Correctly After Moving to Another Device

Don’t migrate the app between devices using third-party data migration tools. If the app doesn’t work correctly after migration, reinstall it from the app store.

ROOTED DEVICE Error When Launching the Android App

The app does not work on devices with ROOT rights: information security rules require this. If you run it on such a device, it will show the Rooted Device error and the reason:

Error	What to do
Test-Keys	The system kernel is signed with an unofficial key, so the device is considered unsafe. Install the original OS or use a device with a standard kernel signature.
DANGEROUS_PROPS	Reset the props parameters or install the original OS.
Root management apps	Remove apps like SuperSU and similar.

Sometimes it helps to update the device's operating system to a newer version.

Cannot Connect to the Server on Android 9 and Newer

Update the app to the latest version.

Two Copies of the App on a Windows Computer

Two copies may appear if the app is installed in Program Files and in the profile folder. To avoid this:

• For MSI packages of versions below 3.13, use the keys ISAUTOUPDATE="false" UPDATE="false" or place AppConfig.ini in %PROGRAMFILES%\App_Name.
• Before installing the MSI, remove the app from the profile using the command: "%LOCALAPPDATA%\Programs\App_Name\Uninstall App_Name.exe" /S.

If two copies already exist:

1. Uninstall one or both copies.
2. Reinstall the app via EXE or MSI.

The Windows App Freezes on the Logo Screen or Doesn’t Launch

The application requires .NET Framework 4.8. After installation, restart your computer.

Check the integrity of system files:

1. Launch Command Prompt as administrator: “Start” > type cmd > right-click Command Prompt > Run as administrator.
2. Run: DISM.exe /Online /Cleanup-image /Restorehealth. The command can run for up to an hour.
3. Then: sfc /scannow.

MSI Installation Problem: Windows Installer Error | 1613 Error in SCCM

Installation Repair

• Use the Microsoft diagnostic package.
• Manually: Control Panel > Programs and Features (or Settings > Apps > Installed apps) > select the app > Repair
• Via command line: msiexec /f "path_to.msi" (more information on the Microsoft website)

If the error persists, check the installation log.

Error When Removing the Previous Version of the App

If the MSI cache is corrupted, an error appears: The feature you are trying to use is on a network resource that is unavailable. What to do:

1. Download the problematic version of the MSI package from the eXpress | eXpress Corporate previous versions archive.
2. Create a BAT file that copies the MSI to the InstallSource folder and deletes the app (example below).
3. If the antivirus previously corrupted the cache, disable it. Run the BAT file.

---

;@echo off SetLocal EnableExtensions EnableDelayedExpansion CHCP 1251 >Nul For /F "Tokens=2*" %%a In ('REG QUERY "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\PRODUCT_CODE\InstallProperties"^|Find /I "InstallSource"') Do Set InstallSource=%%b CHCP 866 >Nul copy /Y "App_Name 2.28.15.msi" "%InstallSource%" msiexec.exe /x "%InstallSource%\App_Name 2.28.15.msi" /passive TIMEOUT /T 3

How to find the product code.

Another way is to delete the previous MSI installation entry from the Windows registry. Use this method at your own risk. Here's an example PowerShell script for eXpress:

Get-ItemProperty -Path HKLM:\SOFTWARE\Classes\Installer\Products\* -Name ProductName -ErrorAction SilentlyContinue | Where-Object ProductName -eq 'eXpress' | Remove-Item -Recurse

“Cannot Open the Program” Error on macOS

Check:

• Compatibility of the app version with the processor (Intel/Apple Silicon).
• Permission to launch: System Preferences > Privacy & Security > Allow.

Or run in Terminal:

sudo xattr -r -d com.apple.quarantine "path_to_app" sudo chmod -R 755 "path_to_app"

The Desktop App Doesn’t Check for Updates

Check:

• Whether the app is installed from an MSI package: this format does not check for updates.
• Whether the update server is accessible.
• A delay in updates is possible (details).
• If the eXpress desktop app hasn't been updated for several years, it may use the old update server address. In that case, manually install the new version: the app will check subsequent updates automatically on the new server.

If the issue persists, collect logs and contact support.

After Updating the App on macOS, the Old Version Launches

After launching the update, close the app via Dock or Cmd+Opt+Esc, then open it again.

The Linux App Freezes on the Logo Screen

Install the required libraries. See system requirements.

Android App Doesn't Start on GrapheneOS

In the system app settings, enable compatibility mode for exploit protection.

Desktop App Does Not Start on Linux With a Sandbox Error

If starting from the terminal shows an error like “The SUID sandbox helper binary was found, but is not configured correctly” or mentions chrome-sandbox, it means that two reasons have coincided: unprivileged user namespaces are disabled on the system, and the sandbox helper file does not have the required permissions.

1. Check the file permissions:
   ls -l /opt/eXpress/chrome-sandbox
   The owner must be root:root. Permissions when user namespaces are enabled — -rwxr-xr-x (0755), when disabled — -rwsr-xr-x (4755).
2. Check whether user namespaces are enabled (Debian-based OSes, including Astra Linux):
   sysctl kernel.unprivileged_userns_clone
   Value 1 means enabled — the error should not occur. Value 0 means disabled — proceed to step 3.
   On Ubuntu 24.04 and later, additionally check: sysctl kernel.apparmor_restrict_unprivileged_userns
   If the first parameter is 1 and the second is also 1, namespaces are enabled but are restricted by AppArmor. In that case, an error is possible — go to step 3.
3. If user namespaces are disabled, set SUID permissions on the file:
   sudo chown root:root /opt/eXpress/chrome-sandbox sudo chmod 4755 /opt/eXpress/chrome-sandbox

If you cannot set SUID permissions, run the app with the --no-sandbox flag. SUID permission hardening policies on some distributions, such as ALT Linux, may prevent you from granting permissions. Launch example:
./eXpress.AppImage --no-sandbox

“Cannot Satisfy Dependencies” Error When Installing DEB Package on Linux

The error may occur in the package installer (e.g., QApt Package Installer).

Solution: Install the package as superuser:

sudo dpkg -i App_Name.deb

File Drag-and-Drop Doesn’t Work and Session Terminates After Installation/Update on Windows

The issue occurs if the app is running as SYSTEM or another user different from the current one. As a result:

• The app looks for credentials and cache in another user's profile and does not find them. Because of this, it exits the session.
• Windows Explorer can't interact with an app running with elevated privileges. So dragging files doesn't work.

Solution:

1. Close the app via the system tray.
2. Start it again using the shortcut: the app will start with the correct permissions.

For Administrators: Deployment via SCCM or Kaspersky Security Center

To avoid the issue:

• Disable automatic app launch using the AUTO_START=0 parameter (MSI key).
• Do not create a task in SCCM to launch the application, even in the current user context: such a task can launch it with elevated privileges.

“Application Does Not Work on Jailbroken Devices” After App Store Installation

Installing the App From App Store on Apple Silicon Mac?

The eXpress mobile app doesn't run on Apple processor Macs and therefore isn't available in the Mac App Store. If you found your branded ETS app in the App Store on a Mac with an Apple processor, ask your organization's support to remove it from there. Download and install the desktop app from the DMG file for a Mac with an Apple processor.

For Administrators: How to Remove iOS ETS App From Mac App Store

ETS

When publishing the app in App Store, under Pricing and Availability > iPhone and iPad Apps on Apple Silicon Macs, uncheck Make this app available.

Installing the App From App Store on Jailbroken iPhone/iPad?

The app doesn't work on jailbroken Apple mobile devices. Verify your device isn't compromised.

"App Unavailable" When Installing eXpress From App Store

eXpress is not available in the App Store in the China region. In the US and Canada, the app can be found in the store but cannot be installed.

Verify your App Store profile's country settings:

1. Open the App Store app and tap your profile icon in the top-right corner.
2. Tap your name at the top.
3. Ensure Country/Region isn't set to China, US, or Canada.
4. If the error persists after changing regions, reboot your device to refresh App Store.

Desktop App Fonts Are Hard to Read or Blurry

Make sure the computer has the latest graphics drivers and operating system updates installed. In the desktop app for Windows, starting with version 3.66, you can change the font in Settings > Interface — select a different font.

“Connecting” Is Constantly Displayed, the App Is Not Updating Chats and Contacts, Server Disconnected

Who?	Steps
Is the Connection Error Widespread?	Lite CTS ETS If there is no connection to the corporate server and your colleagues do not have one either, or it is unavailable on different networks, immediately contact your organization's support or your system administrator. Network access is described in this article.
Is the Connection Error Isolated?	If the issue only affects you or only one of your devices, see the steps here: “Network Errors and Connection Issues”.
Does It Connect Only Without a Proxy?	If your network uses a proxy server, check whether the app connects when launched with the parameter --no-proxy-server. If it connects immediately, the reason is in proxying: see. “What proxy settings the desktop app uses and how to set exceptions”.

What to Attach to a Support Request for a Network Issue?

To avoid multiple rounds of clarifying questions, provide the following right away:

• Where the issue reproduces: desktop app, web app, mobile app — and where it doesn't.
• Where the user connects from: office network, home internet, corporate VPN, VDI, or remote desktop.
• Browser name and version, if the issue is in the web app.
• What exactly doesn't work: connection, chats, files, calls, screen sharing.
• Scope: one user, some users, all users.
• Client app and server software versions.
• Logs, HAR files, and web app media connection statistics for call issues in the web app (learn more).

The App Stopped Connecting After a Server Certificate Change

Symptoms: immediately after the organization replaced the server certificate, the app stopped signing in. It shows a network error, endless connecting, or a certificate error message. Everything worked before the replacement.

For Administrators: Check Whether the Certificate Is the Cause

Open a link like https://your_server_address/system/settings/version in a browser on the same device.

What the browser shows	What it means
A warning that the certificate is untrusted or the connection is not secure	The new certificate is not installed on the device. Install it — links to instructions are below.
The page opens, the padlock in the address bar shows no warnings, but the app still doesn't connect	The certificate is installed, but the app doesn't see it. Common causes are listed in the table below.

Certificate installation: Android | iOS/iPadOS | Windows | macOS | Linux | Web

What Can You Do?

System	What to check
Phone doesn't work, but computer does	Often, on work computers, the certificate is already installed centrally, but on phones it is not. Install the certificate on the phone according to the instructions for its system.
macOS	Whether trust is enabled for the certificate. Open Keychain Access, find the certificate — in the Trust section, it should be set to Always Trust. Without this attribute, the app does not use the certificate.
Windows	Whether the certificate is installed in the correct store: the root certificate — in Trusted Root Certification Authorities, the intermediate certificate — in Intermediate Certification Authorities.
Debian, Ubuntu, Linux Mint	On these systems, the system-wide store is not enough for the desktop app: install the certificate into the user's certificate database. See step 3 in the Installing Certificates on Linux section.
Android	The Android app uses only developer-built-in certificates, so installing a certificate in the system won't help. If you have a branded app from your organization, contact your organization's support: the issue is resolved on the build side.
Doesn't work only on some phones	Usually, the issue is with the certificate chain on the server: new devices have the new root certificate, but older devices may not have it. Installing the certificate manually will not help: this is fixed on the server side. Notify your organization’s support.
Any	Whether the app has been fully restarted. After closing the window, it keeps running in the background — quit it using the icon in the notification area and start it again.

If nothing helped, contact your organization's support.

For Administrators: GlobalSign Certificate, Some Android Devices Cannot Connect

CTS

ETS

eCTS

Symptoms: after reissuing the certificate, some Android users cannot sign in to the app or open files, while sign-in works on other platforms.

Cause: GlobalSign is migrating clients to the new R46 root certificate. Devices with an outdated set of root certificates do not trust it, so connection verification fails on them.

What to do: replace the R46 root in the server certificate chain with the R3-R46 cross-certificate. The server certificate and the intermediate certificate in the chain remain the same. Cross-certificates and the migration description are available on the GlobalSign website.

How to check what the server is serving: run the curl -vI https://your_server_address command from a machine inside your network or check the chain with an online SSL checking service.

The Server Certificate Has Been Revoked or Has Expired

A server certificate can stop working for two reasons: its validity period has ended, or the certification authority revoked it early. For the user, it looks the same — the app stops connecting to the server, and sign-in fails.

What the user should do. Report it to your organization's support if they are not yet aware of the problem, and wait for the reissue. You can't fix this on your device: the certificate is changed on the server.

After the reissue, the app usually starts working on its own. However, if the organization issued a new certificate from a different certification authority, a new root certificate may need to be installed on the device — see “The App Stopped Connecting After a Server Certificate Change”.

For Administrators: What to Consider When Choosing a New Certification Authority

CTS

ETS

Reissuing a certificate on the server is a standard procedure described in the administrator documentation. When changing the certification authority, consider in advance how the new root will behave on client devices.

Platform	What to pay attention to
Android	The app trusts only roots built into it by the developer — installing a certificate in the system has no effect starting from version 3.24. The regular eXpress app has Ministry of Digital Development National Certification Authority certificates built in, so switching to them goes unnoticed by users. In the organization's branded apps, the built-in set of root certificates may differ. Check it with eXpress support before changing the certificate; otherwise, the app will stop working for all employees immediately.
iOS / iPadOS	Apple trusts only roots that are present in the system or installed on the device. If the new certification authority is not among those trusted by Apple, each user will need to install the root certificate manually and enable trust for it — see “Certificates on iOS/iPadOS”. Across a fleet of devices, this is done through a mobile device management (MDM) system.
Windows, macOS, Linux	The root is installed in the system store: on Windows — via group policies, on macOS — via MDM or a configuration profile, on Linux — see “Installing Certificates on Linux”.
Older Android versions	Some certification authorities are not supported on all Android versions: recently issued roots may be absent on older devices. If your organization has such devices, check compatibility with eXpress support before reissuing. A special case is when the certification authority itself transitions to a new root certificate. The server certificate is valid, but older devices don't have the new root yet. Therefore, connecting stops working selectively, on some phones. This is fixed on the server side: a cross-certificate linking the new root to the old one is added to the chain. Users don't need to do anything on their devices.

Desktop App Performance Issues (High PC Load)

If the desktop app has become slower, check whether power saving mode is enabled on the computer. It reduces the maximum processor frequency, and the app runs slower.

In version 3.68, additional performance options were added to the desktop app for low-end computers, VDI environments, and graphics driver conflicts. To open them, select Settings (avatar button) > Additional features.

Option	What the parameter does
Simplified animations	Elements of the app appear and disappear instantly, without smooth transitions. Reduces CPU and GPU load. Helps on low-end machines and in VDI. Applies without restarting the app.
Disable hardware graphics acceleration	Completely removes the load from the GPU. Helps with artifacts (black screen, flickering, corrupted fonts), in virtual environments (VDI, Citrix, VMware) without GPU passthrough, or with GPU driver conflicts. Forcibly disables GPU compositing and switches the app to integrated graphics. Requires restarting the app. ⚠️ With this option, CPU load will increase, and scrolling and animations may become sluggish.
Disable GPU compositing	Reduces VRAM consumption because intermediate layer textures are not created on the GPU. Useful on machines with low VRAM or when experiencing visual distortions (bands, overlays). If hardware graphics acceleration is disabled, this option activates automatically. Requires restarting the app.
Use integrated graphics	Reduces power consumption on laptops and prevents the system from switching to the discrete GPU for the app. The discrete GPU remains free for demanding tasks. Enabled by default. Disable it only if the integrated GPU has rendering issues. On machines with a single GPU, this setting has no effect. If graphics acceleration is turned off completely, this setting is unavailable. Requires restarting the app.
Disable smooth scrolling	Slightly reduces CPU and GPU load when scrolling through long lists (chat list, message feed). The mouse wheel moves the content in steps without smooth animation. Requires restarting the app.
Skip rendering when window is hidden (Windows only)	When the window is completely covered by other windows, its rendering stops. Reduces CPU and GPU load when the user is working in other apps and the eXpress window is covered or minimized. Requires restarting the app.

Desktop App Remains in Full-Screen Mode

To exit the app's full-screen mode, press the (Fn +) F11 key on Windows/Linux, or Ctrl + Cmd + F on macOS.