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.
Calls & Conferences Logs
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Calls & Conferences Logs
- Call and Conference Logs on Android
- Call and Conference Logs on iOS/iPadOS
- Call and Conference Logs in Web/Desktop App
- “Rate the Call Quality” Notification
- Call Diagnostics for the Web App in the Browser
- Server Call and Conference Logs
The app records technical information about calls and conferences. The calls themselves are not recorded. If a problem occurs during a call, export this information and send it to support for analysis.
For Administrators: eXpress Call & Conference Server Logs (VoEx+SIP)
Call and Conference Logs on Android
Logs are saved on the LOG > Call log tab of the engineering menu:
- Open the engineering menu: Settings (avatar) > About > tap the logo repeatedly.
- Tap SHARE CALL LOG FILE to save or send the log.
SIP call logs on Android can't be collected retroactively. For these calls, diagnostic data via “About” is used. Its collection must be enabled in advance.
Call and Conference Logs on iOS/iPadOS
- Open the engineering menu: Settings (avatar) > About > tap the logo repeatedly.
- Select the VOEX sessions folder. It contains call logs and conference logs, including SIP.
- 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.
- Open the engineering menu: Settings (avatar) > About > tap the logo repeatedly.
- Select the Calls tab. It contains call logs and conference logs, including SIP.
- Find the desired log (contains the call ID).
- 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/eCTSserver, where they can be viewed by the administrator or support.
- They are available to the administrator in the
client logsfolder 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 before the call starts. In Edge, the address is edge://webrtc-internals; in Yandex Browser, it is browser://webrtc-internals. Then make a call, expand the Create a WebRTC-Internals dump section on this tab, and click the Download the "webrtc-internals dump" button. |
| 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:
- 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
For Administrators: eXpress Call & Conference Server Logs (VoEx+SIP)
RTS
CTS
eCTS
RTS
CTS
eCTS
- 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.
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. - Take a screenshot of the Janus and VoEx/SIP settings from the VoEx section of the Admin Panel.
- 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 -aon the VoEx/Front server. - Collect Janus logs in Docker (optional):
docker logs -t voex-janus-1 &> /tmp/janus.logIf the server software has version below 3.65, Janus logs must contain timestamps.