Help center support eXpress

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Additional Client App Logs

Additional Client App Logs

These logs are only required in special cases, typically upon request by support specialists.

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

Logging is enabled before the problem is reproduced.
  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.

You can load a HAR file into the developer console to review exported network requests:
  1. Open the developer console. If needed, clear requests first with the Clear button at the top.
  2. On the Network tab, click the HAR import button.

Debug Info (Web/Desktop)

You can enable additional option in the message and call context menu for viewing a sender HUID, message ID and other information, that could be usable for diagnostics:
  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.

There will be another name instead of eXpress, if an ETS client app is used.
OSLog.log File Location
Windows%USERPROFILE%\AppData\Roaming\eXpress\log.log
macOS~/Library/Logs/eXpress/log.log (via Go > Go to Folder in Finder)
Linux~/.config/eXpress/log.log or
/home/USERNAME/.config/eXpress/log.log
(admin rights may be required)
As of version 3.37, the log.log file is included in the diagnostic information collected on the About screen.

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.