Help center support eXpress
We've collected answers to popular questions to make eXpress easy and convenient to use. Didn't find the answer to your question? Contact our support team.
- Welcome to eXpress
- eXpress Support
- Introducing eXpress & Glossary
- Installation & Updates & Requirements
- Registering & Logging In
- User Profile
- Chats, Channels & Threads
- Contacts
- Tags & Tabs
- Files
- Calls & Conferences
- Push Notifications & Counters
- Fixing Background Work on Mobile
- Bots & SmartApps
- Diagnostics, Logs, and Cache
- App Versions
- Collecting Diagnostics on the “About” Screen
- Authentication (Log In) Logs
- Additional Client App Logs
- Calls & Conferences Logs
- Bots & SmartApps Logs
- Corporate Server Logs & Certificate Diagnostics
- Outlook Add-In Version & Logs
- System Info & App Installation Logs
- App Cache
- Admin Panel
App Cache
- Clearing SmartApp Cache
- Clearing Home Screen Cache
- “Update” and “Clear Cache” Screens in Web/Desktop
- Clearing Cache from Server
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.
- Open the SmartApp.
- Click the ellipsis button and choose Clear cache.
SmartApp Doesn't Open on Android
- Open Settings > SmartApps Cache.
- 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.
| Screen | What happens | Re-login required? |
|---|---|---|
| Update (no clear) | The app is being updated; the session is preserved. | No |
| Update / Clear cache (with data clear) | Local data is deleted, and the session ends. | Yes |
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. The Clear and reload button also loads data from the server again. The session is preserved in all cases.
Clearing Cache from Server
Your organization's server administrator can reload the chats and contacts cache on user devices. The buttons are in the Users section: Clean cache in the user profile, Clean chats and Clean contacts under Activations. On the public RTS server, the eXpress team does this. The buttons are described in the administrator guide.
For Administrators: When to Clear Cache From the Server
- Clear the cache from the server only if restarting the app didn't help and support has reviewed the logs.
- Clear chats, Clear contacts, and Clear cache reload data from the server; the session is preserved.
- Clear all ends the session: the user will have to sign in again. Click only if you can't avoid signing out.