Diagnostics & Logs & Cache

What Is Diagnostic Data Collection?

How to Collect Diagnostic Information?

1. In the app, go to Settings (avatar above the chat list) > About and tap the Start log collection button.
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 to a separate file.
4. Share the log file(s) with support in a request or via the channel you agreed on with them.

What Are These Logs For?

Authentication Logs From the Android App

Authentication Logs From the iOS App

Authentication Logs From the Aurora App

This feature is currently unavailable in the Aurora app. You can only collect logs from after signing in to the app from the engineering menu.

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)	Press Option + Cmd + C or right-click anywhere on the page and select Inspect Element. If the console does not open, enable the developer features: Safari > Settings > Advanced > Show features for web developers. The name and contents of the developer menu vary across Safari versions.

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

iOS/iPadOS App Logs From the Engineering Menu

General logs on iOS/iPadOS are written to a file only while log recording is enabled. Enable it before reproducing the problem:

1. Open the engineering menu: Settings > About > tap the logo repeatedly.
2. Turn on the Enable Main log to file toggle.
3. Reproduce the issue.
4. Return to the engineering menu. In the Logs folder, use the “Share” button to select the log type:

   Log type	Description
   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 App Logs From the Engineering Menu

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.

Developer Console Diagnostics (Web/Desktop)

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

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 (macOS)	Press Option + Cmd + C or right-click anywhere on the page and select Inspect Element. If the console does not open, enable the developer features: Safari > Settings > Advanced > Show features for web developers. The name and contents of the developer menu vary across Safari versions.

2. In the settings (gear icon in the console’s top corner), enable Show timestamps
3. Clear the console (Clear console) > reproduce the error
4. Save the logs via Save as... or take a screenshot.

Network Requests Diagnostics Using 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 (macOS)	Press Option + Cmd + C or right-click anywhere on the page and select Inspect Element. If the console does not open, enable the developer features: Safari > Settings > Advanced > Show features for web developers. The name and contents of the developer menu vary across Safari versions.

2. Open the Network tab.
3. Clear the request list (Clear) > refresh via Ctrl/Cmd+R and reproduce the error
4. Export logs with the down arrow button on the Network tab panel — export HAR. In older versions of Chromium, instead of it, there is the Save all as HAR with content item in the context menu of the request list. In Safari, it is the Export button.

Debug Info (Web/Desktop)

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.

Log.log File in the Desktop App Folder

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

Desktop App Operating Logs

To analyze issues with desktop app operation (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" --enable-logging > "%USERPROFILE%\express-launch.log" 2>&1 (⚠️ the path must be in double quotes if it contains spaces) and press Enter.
   macOS	1. Open the Terminal application. 2. In the terminal, type: open -a eXpress --stderr ~/express-launch.log --args --enable-logging 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" --enable-logging > ~/express-launch.log 2>&1 (⚠️ the path must be in double quotes if it contains spaces) and press Enter.

3. Reproduce the problem with the app.
4. Close the app and send the file express-launch.log from the user's folder to Support.

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 the VOEX sessions folder (contains call/conference logs, including SIP).
3. Use the “Share” button to export.

Call and Conference Logs in Web/Desktop App

1. Open the engineering menu: Settings (avatar) > About > tap the logo repeatedly.
2. Go to the Calls tab (contains call/conference logs, including SIP).
3. Find the desired log (contains the call ID).
4. Download the log using the corresponding button.

“Rate the Call Quality” Notification

Sometimes at the end of a call or conference, a request may appear asking you to rate the call quality and indicate reasons if it was unsatisfactory.

When rating lower than 5 (or selecting No in the “Are you satisfied with the call quality?” notification):

• Client logs are automatically uploaded to the
  RTS
  /
  CTS
  /
  eCTS
  server, where they can be viewed by the administrator or support.
• They are available to the administrator in the client logs folder of the log archive.

An administrator can collect client logs for all calls, even without user ratings: the Collect client logs of all calls parameter in the VoEx section of the administrator panel (Read more).

❓Related Topics:
• Call Ratings

Call Diagnostics for the Web App in the Browser

If a call in the web app doesn't establish or has no audio or video, collect media connection statistics. They show which network paths the browser tried and which ones failed.

Additionally, attach:

• logs from the browser console (Fn + F12 > Console tab);
• a record of network requests in HAR format (Fn + F12 > Network tab > HAR export button);
• call logs from the application.

Server Call and Conference Logs

❓Related Topics:
• Call Management
• Conference Management

Bots & SmartApps Client Logs

Collecting SmartApp Logs Without the Engineering Menu

You can collect a SmartApp log and send it to support directly from the app menu — the ellipsis button in the open SmartApp. The engineering menu is not required. The available commands depend on how the administrator configured the SmartApp:

• If a separate support app is assigned, the log is recorded from the moment the SmartApp opens, and the Contact Support command opens that app and passes it an archive with the log. A screenshot is attached to the log if it is enabled by the administrator and screenshots are allowed in your organization. In this case, there is no separate command for exporting the log.
• If there is no support app, but the administrator has enabled continuous log recording, Share Logs appears in the menu — the log is exported to you, and you attach it to your support request yourself.
• If continuous recording is disabled, recording is started manually: Start Log Collection, then reproduce the issue and tap Stop Log Collection.

Collecting Bots & SmartApps Client Logs via “About” Screen

Bots and SmartApps logs are available via “About” Screen.

SmartApp Log Since Launch

It is needed if an error occurs immediately when opening SmartApp and collecting the log via the ellipsis is not possible. There are two ways:

• Ask the administrator to enable persistent log recording for this SmartApp. The log will be written each time SmartApp opens: reproduce the error and export the log using the ellipsis button.
• If the administrator is unavailable, collect diagnostics through the “About” screen: Settings > About > Start diagnostic data collection, open SmartApp and wait 15 seconds, then About > Stop and share.

Server Logs for Bots & SmartApps

For Administrators: Debug Settings for Bots/SmartApps

1. If necessary, change the debug variables in the file /opt/express/bots/your_bot/.env and restart the bot/SmartApp and Worker containers.
   ⚠️ Debug variables are not available in all bots and SmartApps.

   Debug Variable	Description
   DEBUG=true|false	Enables verbose logging for the main bot or SmartApp components.
   IMAP_DEBUG=true|false	Only for Email SmartApp: enables verbose logging for the IMAP client. Also requires DEBUG=true.
   EXCHANGE_DEBUG=true|false	Only for Email/Calendar SmartApps: enables verbose logging for the Exchange client. Also requires DEBUG=true.

For Administrators: Collecting Server Logs for Bots/SmartApps

1. Connect to server for collecting logs. Identify bot/SmartApp container name (last column): docker ps
   Some SmartApps might have two containers (main and worker). In such cases, logs from both SmartApp containers are required.
2. Export logs: docker logs CONTAINER_NAME > /tmp/bot_logs.txt 2>&1
3. Download the file: scp user@your.server:/tmp/bot_logs.txt

For Administrators: .env & docker-compose.yaml Files

1. If requested by support, send them the /opt/express/bots/your_bot/.env file (cleared of sensitive data) and the docker-compose.yaml configuration file from /opt/express/bots/your_bot/.

For Administrators: Logging Levels

CTS

ETS

eCTS

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.

For Administrators: Corporate Server Docker Container Logs

CTS

ETS

eCTS

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 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.

For Administrators: Container Logs in Kubernetes Pods

CTS

ETS

eCTS

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: kubectl logs --tail=2000 -n <namespace> <pod_id> > pod_id.log
5. Revert to the previous logging level, e.g. ERROR: kubectl -n <namespace> exec -ti <pod_id> -- bin/<service_name> rpc "Logger.configure(level: :error)"
6. Submit the logs to eXpress technical support.

For Administrators: SSL Certificates Diagnostics

CTS

ETS

eCTS

⚠️ 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. Yandex Browser, Chromium GOST, and “Atom” have Russian CA certificates built in, including those of the Ministry of Digital Development, so they cannot be used to check whether the certificates are installed in the system. In addition, if Kaspersky antivirus or other security software is installed on the PC, their certificate may be displayed instead of the server certificate.
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. These resources cannot be used to analyze certificates from Russian certification authorities or certificates of servers to which access is blocked for foreign IP addresses.
Using CURL	In the command line or terminal, enter curl -vI https://server_address and press Enter.

❓Related Topics:
• Server Authentication Logs
• Server Call and Conference Logs
• Server Logs for Bots and Smart Apps

MS Outlook Version

To check the version of the desktop Outlook application:

Add-in Version

To check the add-in version number:

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 for permanent use: significantly increases log size and may slow down performance).

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.

❓ Related Topics:
• MSI Installation Logs on Windows

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

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.

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 the entire text after the first ten lines of the [Windows Error Reporting] section.
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.

Linux System Information (inxi utility)

1. Open the terminal application.
2. Install the inxi utility using the command sudo apt install inxi or sudo yum install inxi.
3. Run the command inxi -Fxz.
4. Save the terminal output to a file.

MSI Package Installation Logs on Windows

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

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

Clearing SmartApp Cache

SmartApp stores its cache separately from chats and contacts. Clearing it does not close the session and does not delete the conversation. It helps if the data in SmartApp has not updated or SmartApp is running with an error.

1. Open the SmartApp.
2. Click the ellipsis button and choose Clear cache.

SmartApp Doesn't Open on Android

1. Open Settings > SmartApps Cache.
2. Clear the cache for the SmartApp you want or select Clear All.

Didn't help — collect the SmartApp log and contact Support.

Clearing Home Screen Cache

• In the mobile app: press and hold the “Home” button and choose Clear cache.
• In the web and desktop app: click the three-dot button at the top of the main page panel and select Clear cache.

“Update” and “Clear Cache” Screens in Web/Desktop

The company server may require you to update the app or clear local data for compatibility. These screens are enabled by the administrator.

You can also reload the app yourself: Ctrl+R (Mac: Cmd+R) or Settings > About > Clear All. In the web app, Ctrl+R immediately reloads the page. In the desktop app, as well as after Clear All, a selection window appears: the Reload button restarts the app, while Clear and reload also reloads data from the server. The session is preserved in all cases.

Clearing Cache from Server

An administrator can reload the chats and contacts cache on user devices in the administrator panel. The buttons are described in the administrator guide.