Help center support eXpress

We have collected answers to all the most popular questions to make it easy and convenient for you to use eXpress. If you do not find the answer to your question, please contact our support team.

Diagnostic Information & Logs

Diagnostic Information & Logs

Collecting Information for Troubleshooting

If an issue occurs in the app that you cannot resolve on your own, gather the following information before contacting support:

Info Path
When, where, and for whom the issue occurs Clarify yourself or ask colleagues.
Sequence of actions leading to the problem Clarify yourself or ask colleagues.
Device model, OS and app versions See below.
Screenshots and videos
  • If the error is in a chat — additionally take a screenshot of the routing in the chat properties.
  • If the issue is related to device settings (e.g., notifications or microphone) — attach screenshots of the relevant settings sections.

In some cases, support may request additional technical information:

Info Path
App logs from the affected device See “Simplified Diagnostic Information Collection” and the instructions in this section.
Address of the corporate server You can find it:
  • In the app: Settings (avatar above the chat list) > Profile;
  • Or via “Routing” in the chat properties.
Your account’s HUID You can obtain it:

App Version Number & Update

⚠️ Update the app to receive the latest bug fixes and avoid missing out on new features.

How to find the version number and update the app on each client platform:

Platform Path
Web The version number is displayed in the bottom-left corner of the page. The web app updates when you click the Update button in the pop-up window.
Desktop The version number is displayed in the bottom-left corner of the app window. There are two update options available:
  • Automatic update (if the Settings (avatar above the chat list) > Main settings > Automatically update the app option is available and enabled).
  • Manual update — installed by the organization’s system administrators.
iOS/iPadOS

Open Settings (avatar above the chat list) > About. Updates are usually installed automatically (unless disabled in the App Store settings). To check for updates, open the app page in the App Store and tap Update.

Information about the new version is available in the “What’s New” section on the app’s store page.
Android

Open Settings (avatar above the chat list) > About. Updates are usually installed automatically (unless disabled in the app store settings). To check for updates, open the app page in Google Play, Huawei App Gallery, or RuStore and tap Update.

Information about the new version is available in the “What’s New” section on the app’s store page.
Aurora

Open Settings > About. Updates from RuStore are installed automatically (unless disabled in RuStore settings). To check for updates, open the app page in RuStore and tap Update.

Information about the new version is available in the “What’s New” section on the app’s store page.
Server

Versions of the app server-side services are available for viewing:

Access to view services is granted to system administrators, and in some cases, to eXpress technical support or deployment specialists.

Simplified Diagnostics Collection from the App

This feature will be useful if the issue in the application can be reproduced. In other cases, use other log collection methods described later. It is also suitable for collecting client logs when diagnosing Smart Apps.

⚠️ Temporarily unavailable in the Aurora app. To collect logs, use the main logs from the engineering menu (Aurora).

How to Collect Diagnostic Information?

  1. In the app, go to Settings (avatar above the chat list) > About and tap the Start collecting diagnostic information button at the bottom of the screen.
  2. Reproduce the issue so it is recorded in the logs.
  3. Return to the About section and tap Stop and share.
    Starting from version 3.37, the desktop app will also prompt you to save update logs.
  4. Share the log file with support.

App's Engineering Menu

All versions of the app include an engineering menu, which contains additional information about the app, the user, and the current session. Through this menu, you can collect logs with technical data and internal events of the app, its functions (Smart Apps), and the server, which can help in diagnosing issues.

How to Open the Engineering Menu?

To open the engineering menu:

  1. In the app, select Settings (avatar above the chat list) > About.
  2. Tap the app logo several times until the engineering menu opens.

In the web/desktop app, the engineering menu can be also opened on the login screen by repeatedly clicking the logo.

Engineering Menu in the Android App

Contains the following tabs (only the most useful for contacting support are listed):

Tab Description
USER
  • Main User info — user data.
  • Session info — current session information.
  • Sync info — settings received from the server.
  • App info — app details.
DATA
  • CLEAR DATABASE — clears the internal database (without logging out).
  • CLEAR FILES — deletes cached files.
  • Cache size — database and cache size.
LOG
  • Main log — general logs:
    • Write main log to file — enables log recording.
    • SHARE MAIN LOG FILE — sends the log file.
    • CLEAR MAIN LOG FILE — clears the log file.
  • Call log — call and conference logs:
    • SHARE CALL LOG FILE — sends the call log file.
    • CLEAR CALL LOG FILE — clears the call log file.
  • Smart Apps log — Smart Apps logs (similar to Main log).
FEATURES Toggles for additional features (Smart Apps, Vinteo integration, etc.).
PUSH Push notification information:
  • push_service_type — current push notification service.
    If the value is UNDEFINED, possible reasons:
    • Required push services are missing on the device.
    • No notification permission in OS settings.
    • Incorrect push service settings on the server (see details).
    If the issue persists, collect logs and contact eXpress support.

  • push_token — push service token.
    If empty, notifications are not working. Tap RESET PUSH TOKEN to regenerate token.

Engineering Menu in the iOS (iPadOS) App

Contains the following sections (only key ones for diagnostics are listed):

Section/Entry Description
Enable Main log to file Enables general log recording to a file.
Info on the call screen Displays technical data during a call.
Push logs Deprecated parameter (push notifications logging).
Smart Apps Enables Smart Apps functionality.
Collect Smart App logs Records Smart Apps logs in the general log.
Verbose Share errors Deprecated parameter (logging for the system “share to” function).
Current user info User data:
  • HUID, country, phone.
  • apnsPushToken, voexPushToken — tokens for notifications and calls (should not be empty).
  • signKeyId — user’s public encryption key ID.
Chat list Summary information about chats.
Logs general app logs (excluding calls and conferences). More info.
VOEX sessions Call and conference logs.
LOG toggler Deprecated parameter (additional log information).

Engineering Menu in the Aurora App

Contains the following tabs:

Tab Description
USER User, session, and sync settings information.
DATA
  • CLEAR DATABASE — clears the database.
  • CLEAR FILES — deletes file cache.
  • Cache size — cache size.
LOG Log management (more info).

Engineering Menu in the Web/Desktop App

Contains the following tabs (key ones for diagnostics):

Tab Description
Common
  • Save statistics — records additional statistics.
  • Log socket stats — logs network requests (outputs more details in the developer console).
  • SmartApps logs — enables Smart Apps logs.
  • Debug info in the message menu — additional info about messages and calls, available in the context menu. More information.
  • DOWNLOAD STATE — saves user and chat data.
  • RESET STATE — reloads data without logging out.
  • COPY STATE TO CONSOLE — outputs data to the console.
  • RESET STATISTICS — clears statistics.
  • OPEN CONSOLE — access to the browser console.
  • User data (HUID), session (UDID), chat statistics.
WebSocket WebSocket statistics.
Rest REST statistics.
Voex calls Сall and conference logs (download available).
SmartApps Smart Apps debugging.
Experimental Test features (Smart Apps, Vinteo, etc.).

The button in the top-right corner toggles compact mode.


The web/desktop app’s engineering menu only contains call logs and state. For main logs, use the browser console.

Authentication (Log In) Logs

Authentication Logs From the Android App

The App's Initial Screen Displays “Select Login Method”

  1. Return to the first screen for login method selection. If necessary, end the current session in the app settings.
  2. Tap the text Select login method multiple times until a log recording notification appears. The Android notification panel will display the message: “Debugging in progress, don’t forget to turn off.”
  3. Reproduce the issue occurring on the login screen or immediately after logging in.
  4. Open the notification panel, tap the message “Debugging in progress, don’t forget to turn off,” then select Stop > Share. Or, if you’ve logged into the app, go to the About section and tap Stop and share.

The App's Initial Screen Displays “Enter Phone Number”

  1. Return to the first screen for phone number input. If necessary, end the current session in the app settings.
  2. Tap the text Enter phone number multiple times until a log recording notification appears. The Android notification panel will display the message: “Debugging in progress, don’t forget to turn off.”
  3. Reproduce the issue occurring on the login screen or immediately after logging in.
  4. Open the notification panel, tap the message “Debugging in progress, don’t forget to turn off,” then select Stop > Share. Or, if you’ve logged into the app, go to the About section and tap Stop and share.

Authentication Logs From the iOS App

The App's Initial Screen Displays “Select Login Method”

  1. Return to the first screen for login method selection. If necessary, end the current session in the app settings.
  2. Tap the text Select login method multiple times until a log recording notification appears.
  3. Reproduce the issue occurring on the login screen or immediately after logging in.
  4. Tap the question mark button at the bottom of the screen or, if you’ve logged into the app, go to the About section and select Stop and share.

The App's Initial Screen Displays “Enter Phone Number”

  1. Return to the first screen for phone number input. If necessary, end the current session in the app settings.
  2. Tap the text Enter phone number multiple times until a log recording notification appears.
  3. Reproduce the issue occurring on the login screen or immediately after logging in.
  4. Tap the question mark button at the bottom of the screen or, if you’ve logged into the app, go to the About section and select Stop and share.

Authentication Logs From the Aurora App

This feature is currently unavailable in the Aurora app.

Authentication Logs From the Web/Desktop App

Error Report

In an pop-up error message, click More details. Expand the data block to view the error cause in the window.

Developer Console Diagnostics

To collect logs or diagnose network requests for issues on the login screen:

  1. Open the browser or desktop app console:
    Platform Path
    Chrome, Edge, Opera, Yandex Browser, Desktop App Press F12 (or Fn + F12).
    Safari (macOS) Enable Develop > Show Web Inspector.
  2. Go to the Console tab.
  3. Reproduce the login issue.
  4. Find the latest error (red text) and click the link in it.
  5. In the Network tab, select the corresponding request.
  6. In the error description, open the Response tab.
  7. The Reason value will indicate the error cause. You can copy it (or take a screenshot) and send it to support.

Server Authentication Logs

Information for the system administrator or support team.

Login attempts and error reasons are available in the admin panel:

Section Description
Audit View failed login attempts. Click on event ID for details.
Containers Collect service logs:
  • ad_integration — diagnose Active Directory synchronization;
  • authentification — user authentication logs (only on ETS/RTS);
  • email_notifications — if the code doesn’t arrive via email.
E-mail To test email sending, use the Test e-mail delivery function.

Additional Client App Logs

Collecting Logs on Mobile Devices

Android — From the Engineering Menu

Log recording in the Android app does not occur in the background — it must be enabled in the engineering menu first.
  1. Open Settings (avatar above the chat list) > About > tap the logo repeatedly to open the engineering menu
  2. On the LOG tab, enable Write main log to file
  3. Reproduce the issue in the main interface
  4. Return to the engineering menu > LOG > SHARE MAIN LOG FILE

iOS/iPadOS — From the Engineering Menu

To collect existing general logs from the app’s engineering menu on iOS/iPadOS “after the fact”:

  1. Open the engineering menu: Settings > About > tap the logo repeatedly.
  2. In the Logs folder, use the “Share” button to select the log type:
    Пункт Описание
    Main app logs General app logs for issues with its operation.
    Push extension logs Logs for notifications and unread message counters.
    Share extension logs Logs for the “Share to” system function in iOS.

Aurora OS — From the Engineering Menu

Similar to Android, log recording must be enabled in the engineering menu beforehand.
  1. Open the engineering menu: Settings > About > tap the logo repeatedly.
  2. Enable Write main log to file on the LOG tab
  3. Reproduce the issue in the main interface
  4. Return to the engineering menu > LOG > SHARE MAIN LOG FILE

Collecting Logs on Desktop Platforms

Developer Console (Web/Desktop)

To view logs from the console, open the web or desktop app, reproduce the error, and then:

  1. If required (per support request), enable advanced request logging:
    • Open the engineering menu via Settings > About > tap the logo repeatedly.
    • Enable Log all socket requests and refresh the cache with Ctrl (Cmd) + R.
  2. Open the developer console:
    Platform Path
    Chromium based browsers and desktop app Press F12 (on Mac: Cmd+Opt+I or select Console in the app menu).
    Safari The Safari menu > Preferences > Advanced > Show Develop menu. Then, in the menu, select Develop > Show Web Inspector.
  3. In the settings (gear icon in the console’s top corner), enable Show timestamps
  4. Clear the console (Clear console) > reproduce the error
  5. Save the logs via Save as... or take a screenshot.

Network Requests (HAR) (Web/Desktop)

  1. Open the developer console:
    Platform Path
    Chromium based browsers and desktop app Press F12 (on Mac: Cmd+Opt+I or select Console in the app menu).
    Safari The Safari menu > Preferences > Advanced > Show Develop menu. Then, in the menu, select Develop > Show Web Inspector.
  2. Open the Network tab.
  3. Clear the request list (Clear) > refresh via Ctrl/Cmd+R and reproduce the error
  4. Export the logs via Save all as HAR with content in Chromium or the Export button in Safari

You can load a HAR file into the developer console to review exported network requests:
  1. Open the developer console. If needed, clear requests first with the Clear button at the top.
  2. On the Network tab, click the HAR import button.

Web/Desktop App State

The state is a summary of the current user, server, app, keys, and events. For issue analysis, it may occasionally be required alongside logs. It is included in the diagnostic information collected on the About screen.

  1. Open the engineering menu: Settings > About > tap the logo repeatedly.
  2. On the Common tab, use:
    Button Action
    DOWNLOAD STATE Saves the state to a file.
    COPY STATE TO CONSOLE Outputs the state to the developer console.

Messages & Calls Debug Info (Web/Desktop)

You can enable additional option in the message and call context menu for viewing a sender HUID, message ID and other information, that could be usable for diagnostics:
  1. Open the engineering menu: Settings > About > tap the logo repeatedly.
  2. Enable Debug info in the message menu.
  3. Click any message or call in the call list with the right mouse button and select Debug info.

Desktop App Work & Update Logs

Contains events for launching, running, and updating the app.


There will be another name instead of eXpress, if an ETS client app is used.

OSLog.log File Location
Windows%USERPROFILE%\AppData\Roaming\eXpress\log.log
macOS~/Library/Logs/eXpress/log.log (via Go > Go to Folder in Finder)
Linux~/.config/eXpress/log.log or
/home/USERNAME/.config/eXpress/log.log
(admin rights may be required)
As of version 3.37, the log.log file is included in the diagnostic information collected on the About screen.

Desktop App Launch Logs

To analyze issues with desktop app launch (white screen, freezes) and OS interaction:

  1. Close the app.
  2. Perform the following steps:
    If a branded ETS app is used, the name will be different instead of eXpress.

    OS Steps
    Windows

    1. Open the command prompt: Win+R > type cmd > Enter.

    2. Right-click the app shortcut > Properties > copy the path to the .exe file from the Target field.

    3. In the command prompt, type "copied_path_to_eXpress.exe" --args --enable-logging --log-level=DEBUG (⚠️ the path must be in double quotes if it contains spaces) and press Enter.
    macOS

    1. Open the Terminal application.

    2. Type cd /Applications and press Enter.

    3. In the terminal, type: open eXpress.app --args --enable-logging --log-level=DEBUG and press Enter.

    4. Output log to the terminal: log stream --predicate 'process == "eXpress"' --style compact and press Enter.
    Linux

    1. Open the terminal application.

    2. Right-click the app shortcut > Properties > copy its path (for example, from the Command field on Astra Linux). Alternatively, copy the path to the app directory and manually type the executable file name at the end of the path.

    3. In the terminal, type: "app_path" --args --enable-logging --log-level=DEBUG (⚠️ the path must be in double quotes if it contains spaces) and press Enter.
  3. Reproduce the problem with the app.
  4. Send a screenshot or the terminal/command prompt listing to support.

Calls & Conferences Logs

Call and Conference Logs on Android

Logs are saved on the LOG > Call log tab of the engineering menu:

  1. Open the engineering menu: Settings (avatar) > About > tap the logo repeatedly.
  2. Tap SHARE CALL LOG FILE to save or send the log

Call and Conference Logs on iOS/iPadOS

  1. Open the engineering menu: Settings (avatar) > About > tap the logo repeatedly.
  2. Select a folder:
    Folder Content
    Voex sessions Call/conference logs
    Chat list Chat state
  3. Use the “Share” button to export

Call and Conference Logs in Web/Desktop App

Logs are deleted after the app restarts. The state is saved in a shortened form.
  1. Open the engineering menu: Settings (avatar) > About > tap the logo repeatedly.
  2. On the Calls tab, find the desired log (contains the call ID)
  3. Download the log using the corresponding button

Call and Conference Logs via Quality Rating

When giving a negative rating (“NO”) to the “Are you satisfied with the call quality?” notification:

  • Logs are automatically uploaded to the server.
  • They are available to the admin in the client logs folder of the log archive.

Server Call and Conference Logs

⚠️ For system administrators and support only.

eXpress Standard Call & Conference Server Logs

  1. In the admin panel: Calls/Conferences > search by chat/call ID > Download logs. The ID can be obtained from the call log in the app’s engineering menu.
  2. To check the Janus version, run docker ps -a on the VoEx/Front server.

SIP Call Server Logs

Collect logs from the messaging service on your corporate server (details).

Bots & Smart Apps Logs

Smart Apps Client Logs

Collecting Smart Apps Client Logs using Diagnostic Data Collection

Available via simplified diagnostic data collection.

Collecting Pinned Smart Apps Client Logs on Android/iOS

  1. Open the engineering menu: Settings (avatar) > About > tap the logo repeatedly.
  2. Enable Smart Apps log collection:
    • Android: LOG > Smart Apps log > Write main log to file.
    • iOS/iPadOS and web/desktop: enable Collect Smart apps logs.
  3. Long-press a Smart App pinned below > Collect logs.

Smart Apps Logs on Android

  1. Open the engineering menu: Settings (avatar) > About > tap the logo repeatedly.
  2. LOG tab > Smart Apps log > enable Write main log to file
    To clear logs: toggle the switch off and on.
  3. Download logs via the three-dot button in the Smart App.

For issues during Smart App launch:

  1. Open the engineering menu: Settings (avatar) > About > tap the logo repeatedly.
  2. LOG tab > Smart Apps log > enable Write main log to file.
  3. About > Start diagnostic data collection
  4. Open the problematic Smart App > wait 15 seconds.
  5. About > Stop and share.

Smart Apps Logs on iOS/iPadOS

  1. Open the engineering menu: Settings (avatar) > About > tap the logo repeatedly.
  2. Enable Collect Smart apps logs
    To clear logs: toggle the switch.
  3. Download logs via the three-dot button in the Smart App.

Smart Apps Logs in Web/Desktop App

  1. Open the engineering menu: Settings (avatar) > About > tap the logo repeatedly.
  2. Enable Collect Smart apps logs
    To clear beforehand: Ctrl+R (Mac: Cmd+R)
  3. If debug mode is required (optional): on the SmartApps tab in the engineer menu, enable Enable SmartApp debug, enter the SmartApp bot's HUID in the corresponding field, and click the Set Debug Parameters button.
  4. Reproduce the error and download logs via the three-dot button in the Smart App.

Client Logs for “Home” and “Services” Smart Apps

  1. Open the engineering menu: Settings (avatar) > About > tap the logo repeatedly.
  2. Enable Smart Apps log collection:
    Platform Path
    Android LOG > Smart Apps log > Write main log to file.
    iOS/iPadOS
    & Web/Desktop    		 Enable Collect Smart apps logs.
  3. Collect logs from Smart App using one of these methods:
    • Via the three-dot button in the Smart App.
    • Long-press Home or Services > Collect logs (mobile app).
    • Open Services (9 dots) > repeatedly tap the Services label > in system menu, select Home Screen > three dots > Logs.

Server Logs for Bots & Smart Apps

⚠️ For system administrators or support only.

Server Logs for Bots/Smart Apps

  1. Connect to server: ssh user@your.server
  2. Identify bot/Smart App container name (last column): docker ps
  3. Export logs: docker logs CONTAINER_NAME > /tmp/bot_logs.txt 2>&1
  4. Download the file: scp user@your.server:/tmp/bot_logs.txt

Configuration File .env

Location: /opt/express/bots/your_bot/.env


Contains bot/Smart App variables, including debug settings (e.g., DEBUG=true). See comments in the file for details.

Corporate Server Logs & Certificate Diagnostics

⚠️ Information for system administrators or support.

Logging Levels

The following logging levels are available for server services:

Level Description
error Outputs only errors. Recommended for systems with over 10K users.
warning Optimal for continuous operation.
info The default level for basic diagnostics.
debug Maximum detail. Do not use continuously: may cause system hangs.

How to Set the Logging Level

Example for the Active Directory integration service (setting the debug level):

Architecture Command
Docker docker exec -it cts-ad_integration-1 bin/ad_integration rpc "Logger.configure(level: :debug)" Where cts-ad_integration-1 is the container name, and ad_integration is the binary file name.
Kubernetes kubectl exec -it {ad-integration} -- bin/ad_integration rpc "Logger.configure(level: :debug)" Where {ad-integration} is the pod name or ID.

Expected response: ok.


The logging level can only be set for Elixir services (ad_int, messaging, trusts, etc.). Services like nginx, Kafka, and similar do not support this feature.

Permanent Logging Level Change

Architecture Commands/Steps
Docker

For a specific container (e.g., trusts), add the following to the /opt/express/settings.yaml file:

trusts_env_override: LOGGER_LEVEL: debug

Where trusts_env_override is a unique directive (must be the only one in the file). After changes, rebuild the containers:

dpl -d trusts

To change the logging level for all containers, add the following to settings.yaml:

logger_level: debug
Kubernetes Modification is not recommended.
For continuous operation, use the warning level, not debug.

Corporate Server Docker Container Logs

To collect logs via the admin panel:

  1. Go to the Containers section.
  2. Click >_logs next to the desired container.
  3. Specify the date and number of lines, uncheck follow (to avoid real-time messages), and click show.

When the clipboard buffer overflows, old logs are overwritten. Logs are cleared when the container is updated.

Collecting Logs via Console

The tail key outputs the last lines:

cd /opt/express && DPL_PULL_POLICY=never dpl --dc logs --tail=1000 ad_integration > logs.txt

Examples for other services:

cd /opt/express && DPL_PULL_POLICY=never dpl --dc logs --tail=1000 messaging > logs.txt cd /opt/express-voice && DPL_PULL_POLICY=never dpl --dc logs --tail=1000 coturn > logs.txt

The since and until keys output logs for a period:

cd /opt/express && DPL_PULL_POLICY=never dpl --dc logs --since=1h messaging cd /opt/express && DPL_PULL_POLICY=never dpl --dc logs --since=2025-01-27T07:10:00Z --until=2025-01-28T07:50:00Z messaging

For more details: Docker documentation.

Container Logs in Kubernetes Pods

Basic information: Kubernetes. For more details: kubectl logs.

  1. Get the list of pods: kubectl get pods -n <namespace>

    If there are multiple pods with the target container, the following commands must be executed for each of them.

  2. Enable INFO mode for the container inside the pod: kubectl -n <namespace> exec -ti <pod_id> -- bin/<service_name> rpc "Logger.configure(level: :info)"
  3. Reproduce the issue.
  4. Collect logs: sudo kubectl logs --tail=2000 -n <namespace> <pod_id> > pod_id.log
  5. Revert to ERROR mode: kubectl -n <namespace> exec -ti <pod_id> -- bin/<service_name> rpc "Logger.configure(level: :error)"
  6. Submit the logs to eXpress technical support.

SSL Certificates Diagnostics

⚠️ Some tools may be unavailable from the corporate network.

Verification methods:

Method Steps
Via Browser Open https://server_FQDN/system/settings/version and check the certificate details.
Using Online Tools
  • SSL Server Test
    • In the Hostname field, enter the server address.
    • To view the server’s root certificate authority, hover over the Issuer field and check the O= value for the issuing organization.
    • On this page, the certificate is evaluated against multiple criteria.
      ⚠️ If the certificate is rated below A+, mobile devices may experience issues connecting to the corporate server.
  • SSL Checker
    • In the Server Hostname field, enter the server address and press Enter.
Using CURL In the command line or terminal, enter curl -vI https://server_address and press Enter.

Outlook Add-In Version & Logs

MS Outlook Version

To check the version of the desktop Outlook application:

Version Path
Outlook for Windows In the File menu, open the Office Account section.
Outlook for macOS Open the Outlook menu and select About.

Add-in Version

To check the add-in version number:

Version Path
Outlook Add-in for Windows To view the add-in version, hover the mouse pointer over the add-in button.
OWA Version of the Add-in (macOS) In the main view of Outlook for Mac (email list), click the Get Add-ins button. On the OWA portal, log in to your account and select the add-in in the Manage Add-ins section.
Add-in Backend The backend's version can be checked with the system administrator or eXpress technical support/implementation specialist who installed the add-in.
For Administrators: Viewing the Add-in Backend Software Version If you have access to the server: http://add-in_server_address:port/api/meetings/check
⚠️ If the client and backend versions do not match, the outdated part must be updated! Contact eXpress support for assistance with the update.

Windows Add-in Logs

The local log of the add-in installed via the MSI package is located here: C:\Logs\ExpressMeetingAddIn<date>.log.


The logging level is configured in the serilogSettings.json file in the add-in installation folder. If a full detailed log is needed for debugging, set the Verbose value for the MinimumLevel.Default and MinimumLevel.Override.Default attributes in the file (not recommended).


You will also need the configuration file ExpressMeeting.dll.config from the add-in installation folder (e.g., C:\Program Files\eXpress\ExpressMeeting).

If a branded app is used, the name may differ from Express.

Outlook Web Access Logs (macOS)

Client-side logs for the OWA add-in are unavailable. Diagnostics must be performed using server logs.

Outlook Add-in Server Logs

Logs for the add-in backend using AD authentication are stored by default in the following server folder:

C:/logs/core-service/

The folder path is specified in the configuration file appsettings.Production.json under the key:

Serilog.WriteTo[Name ="Logger"].Args.configureLogger.WriteTo[Name="File"]. Args.path

See the add-in installation guide for administrators.

To collect logs for the add-in backend with Keycloak authentication, run the following commands:

docker logs express-meeting-core-service-main &> /tmp/core.log
docker logs express-meeting-template-service-main &> /tmp/template.log

System Info & App Installation Logs

Files containing system or installation process information help narrow down possible causes of technical issues. You can share the collected system data with eXpress support.


Starting from version 3.25, the diagnostic data collected via web/desktop will display RAM, monitor resolutions, and PC processor details. Call logs from the engineering menu will contain the same information, but it will only be available in the downloaded call log.

MSInfo System Details (Windows)

  1. Press the Windows + R keys.
  2. In the “Run” window, enter MSInfo32 and press Enter.
  3. In the “System Information” window, click on System Summary, open the File menu, and select Export.
  4. In the “Export As” window, select Desktop.
  5. Name the file MSInfo and click Save.

To reduce the file size:

  1. Open the saved MSInfo file in Notepad.
  2. Press Ctrl + F and search for [Windows Error Reporting].
  3. Delete everything after the first ten lines of [Windows Error Reporting].
  4. Save the file.

DirectX Diagnostic Tool (Windows)

  1. Press the Windows + R keys.
  2. In the “Run” window, enter dxdiag and press Enter.
  3. In the “DirectX Diagnostic Tool” window, click Save All Information.
  4. Name the file dxdiag and click Save.

System Report (macOS)

  1. Open the Apple menu and select About This Mac.
  2. Click the System Report button or click More Info and select System Report in the settings window.
  3. Select File > Save and save the file to the desktop.

MSI Package Installation Logs on Windows

To collect diagnostics for the installation process via the Windows installer, use the following command line:

msiexec /i "installer.msi" /l*v "log.log"

Here, installer.msi is the path to the MSI package, and log.log is the path of the generated log file.