Diagnostic Information & Logs

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

1. Specify when, where, and for whom the issue occurs.
2. Describe in detail the sequence of actions leading to the problem.
3. Provide device information: model, OS version, and app version (see below).
4. Document the issue visually: take screenshots or record a video.
   • 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:

5. App logs from the affected device. See “Simplified Diagnostic Information Collection” and the instructions in this section.
6. The address of the corporate server where you are registered. You can find it:
   • In the app: Settings (avatar above the chat list) > Profile;
   • Or via “Routing” in the chat properties.
7. Your account’s HUID. You can obtain it:
   • Through an administrator or support in the admin panel;
   • From the profile link;
   • Via the app’s engineering menu.

Web/Desktop App Version

Web App Version

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 App Version

The version number is displayed in the bottom-left corner of the app window. There are two update options available:

1. Automatic update (if the Settings (avatar above the chat list) > Main settings > Automatically update the app option is available and enabled).
2. Manual update — installed by the organization’s system administrators.

iOS/iPadOS App Version

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 App Version

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 App Version

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-Side Software Version

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

• Via the admin panel in the “Containers” section.
• In the Server > “Service Versions” section.

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

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.

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):

• 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 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):

• 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” 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). For details: Main logs (iOS/iPadOS).
• VOEX sessions — call and conference logs.
• LOG toggler — deprecated parameter (additional log information).

Engineering Menu in the Aurora App

Contains the following tabs:

• 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 (see Main logs (Aurora)).

Engineering Menu in the Web/Desktop App

Contains the following tabs (key ones for diagnostics):

• Common:
  • Save statistics — records additional statistics.
  • Log socket stats — logs network requests (export to HAR).
  • 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 — call and conference logs (download available).
• SmartApps — Smart Apps debugging.
• Experimental — experimental features (Smart Apps, Vinteo, etc.).

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

Authentication Logs From the Android App

1. Return to the phone number input screen or the login method selection screen. If necessary, end the current session in the app settings.
2. Tap the text Enter phone number or 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.

Authentication Logs From the iOS App

1. Return to the phone number input screen or the login method selection screen. If necessary, end the current session in the app settings.
2. Tap the text Enter phone number or 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.

Authentication Logs From the Aurora App

This feature is currently unavailable in the Aurora app.

Authentication Logs From the Web/Desktop App

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

1. Open the browser or desktop app console:
   • Chrome, Edge, Opera, Yandex Browser: 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

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

• Section “Audit” — view failed login attempts.
• Section “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.

To test email sending, use the “E-mail” section > Test e-mail delivery.

Collecting Logs on Mobile Devices

Android — From the Engineering Menu

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:
   • 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” function in iOS

Aurora OS — 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

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. Open the developer console:
   • Chromium browsers and desktop app: press F12 (on Mac: Cmd+Opt+I or select Console in the app menu)
   • Safari: Safari menu > Preferences > Advanced > Show Develop menu. Then, in the menu, select Develop > Show Web Inspector.
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 (HAR) (Web/Desktop)

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 Network tab in the developer console.
3. Clear the request list (Clear) > reproduce the error
4. Export the logs via Save all as HAR with content in Chromium or the Export button in Safari

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:
   • DOWNLOAD STATE — save to a file
   • COPY STATE TO CONSOLE — output to the developer console

Messages & Calls 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.

Desktop App Update Logs

Desktop App Launch Logs

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

1. Close the app.
2. Launch via terminal/command line: path_to_app "--enable-logging=file" "--log-file=debug.txt" "--log-level=DEBUG"
3. Send the debug.txt file (will appear in the same folder as the app’s executable) and a screenshot of the terminal/command line.

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

❓Related Topics:
• App's Engineering Menu

Call and Conference Logs on iOS/iPadOS

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

❓Related Topics:
• App's Engineering Menu

Call and Conference Logs in Web/Desktop App

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

❓Related Topics:
• App's Engineering Menu

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.

❓Related Topics:
• Call Ratings

Server Call and Conference Logs (for Admins)

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.

❓Related Topics:
• Call Management
• Conference Management

Smart Apps Client Logs

Easy Method for Collecting Smart Apps Client Logs

Available via simplified diagnostic data collection.

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. 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:
   • Android: LOG > Smart Apps log > Write main log to file.
   • iOS/iPadOS and 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 and Smart Apps (for Administrators)

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.

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

Logging Levels

The following logging levels are available for server services:

1. error — outputs only errors. Recommended for systems with over 10K users.
2. warning — optimal for continuous operation.
3. info — the default level for basic diagnostics.
4. 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):

• 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.

Permanent Logging Level Change

• 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.

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:

Examples for other services:

The since and until keys output logs for a period:

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.

MS Outlook Version

To check the version of the desktop Outlook application:

• 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:

• Outlook Add-in for Windows (client-side). To view the add-in version, hover the mouse pointer over the add-in button.
• OWA Version of the Add-in (macOS) (client-side). 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 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 application is used, the name may differ from Express.

❓ Related Topics:
• MSI Installation Logs on Windows

Outlook Add-in Server Logs

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

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

See the add-in installation guide for administrators.

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

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 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:

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