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Calls & Conferences Logs

Calls & Conferences Logs

The app records technical information about ongoing calls and conferences (not the calls themselves!) — if a malfunction occurs during a call, you can extract this information and submit it to support for analysis.

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.
SIP call logs on Android cannot be collected retroactively — use diagnostic data via “About”, which must be enabled in advance.

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

⚠️ Download the log before restarting the application: after restart, call logs are deleted.
  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).

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.

Browser How to collect
Google Chrome, Chromium, Microsoft Edge, Yandex Browser, Vivaldi, Opera Open a new tab with the address chrome://webrtc-internals (in Edge — edge://webrtc-internals, in Yandex Browser — browser://webrtc-internals) before starting the call, then make the call, expand the Create a WebRTC-Internals dump section on that tab and click Download the "webrtc-internals dump"
Mozilla Firefox Open a tab with the address about:webrtc before starting the call, make the call, and save the page using the Save Page button

Additionally, attach:

Server Call and Conference Logs

For Administrators: eXpress Call & Conference Server Logs (VoEx+SIP)
RTS
CTS
eCTS
  1. Get logs from server:
    Call Type Steps
    VoEx From the admin panel: Calls/Conferences > search by chat/call ID > select Download logs. The ID can be obtained from the call log in the app’s engineering menu.
    SIP
    • Before 3.63: collect logs of the messaging container.
    • 3.63 and above: collect logs of the sip_calls container.
    Collecting Docker Container Logs
    To analyze a call, start with this archive: it contains the server call log and the client logs that members sent to the server. Collect container and media server logs when support requests them. If there were users from other servers in the call, download the Archive on each of them.
  2. Take a screenshot of the Janus and VoEx/SIP settings from the VoEx section of the Admin Panel.
  3. Check the Janus version:
    Server Version Steps
    3.60 and above See the Janus version in the “Server” section of the admin panel.
    Below 3.60 Run docker ps -a on the VoEx/Front server.
  4. Collect Janus logs in Docker (optional):
    docker logs -t voex-janus-1 &> /tmp/janus.log
    If the server software has version below 3.65, Janus logs must contain timestamps.