Push Notifications & Counters

When Does the App Send Notifications?

The app sends notifications in the following cases:

• a new message in chats, channels, or from bots;
• a message was edited or deleted by another participant;
• an incoming call;
• a missed call;
• an event in a SmartApp.

Enabling and Disabling Notifications for Chats, Tags, or the App

To manage notifications:

Setting Up Notifications	Steps
For chats and channels	Open the context menu or the chat/channel properties.
Lite CTS eCTS For tagged chats	You can disable the unread counters — go to Settings > Tags ( Lite , CTS , eCTS ).
For the entire app	Open Settings in the mobile app (Android) or on PC. For iOS and Android, notifications can also be configured via the OS system settings, and for the web version — via the site settings in a browser.

Additional Questions

What Does the Unread Event Counter on the App's Icon Show?

A numeric badge (counter) of unread chats, channels or SmartApp events is displayed on the app icon in the operating system.

When Should Notifications Not Be Received?

Notifications are not delivered if you are active in any of the app sessions. For example, when you are reading messages in the web app on a computer, notifications aren't coming.

In addition, notifications can be restricted in the settings of the current user status.

For Administrators: Which Servers Deliver Notifications?

The following servers are responsible for delivering notifications:

Server	Description
The public RTS server	For the eXpress app users on RTS , Lite , CTS .
A central ETS server of an organization	For a custom branded ETS app users on eCTS .

---

❓Related Topics:
• Notifications are not working on multiple devices
• Push Service (RTS, ETS) (for administrators)

For Administrators: Checking User Notifications in the Admin Panel

RTS

CTS

ETS

eCTS

You can check a user's notification status via the admin panel:

1. Find the user in the Users section.
2. Open Activations and select the session on the desired device. In the Device Meta section, check the parameters:
   • permissions.notifications — notification status in the browser (web) or mobile OS (iOS/Android);
   • pushes — Push notification status in the desktop version or mobile app (except iOS, where management is handled by the OS).
3. The value false means notifications are disabled, true — enabled.

Notification Content

Push notifications themselves don't contain message text. When receiving a notification, the app establishes a secure connection with the server, downloads the message content, decrypts it, and only then displays it as a notification to the user.

Hiding Notification Text

For all client apps, in the app or OS you can configure notifications to appear on the screen without text (see below).

Notification Settings in the Mobile App

To manage notifications, go to Settings > Notification settings. Here you can:

• enable or disable sounds when receiving/sending messages;
• hide or display notification text using the Show message preview setting.

Configuring Notifications for a Chat or Channel in the App

To configure notifications for a specific chat or channel:

• long-press the chat or channel, then select Notifications;
• or open the chat/channel properties and toggle the Notifications switch.

Configuring App Notifications in Android OS

For notifications to work correctly, enable them in system settings:

• Settings > Notifications > select the app > ensure notifications are allowed.

Is It Possible to Send Notifications to a Smartwatch?

For notifications to work on Bluetooth devices (Android 12+), grant the app the Nearby devices permission. Please note that not all peripheral device models support this feature.

What Are Notification Channels Responsible For?

On Android 8 and above, notification channels are available. When the app is first installed, channel settings are configured automatically:

• notifications are enabled in the eXpress and Voex channels;
• sound is disabled in the Sync, Media, and Other channels — otherwise, duplicate notifications may occur (e.g., when playing voice messages).

Example of correct channel configuration on Samsung devices

1. Settings > Lock screen > Notifications > Enabled, and also disable Hide content.
2. Settings > Apps > select the app > Notifications > first channel:
   • Show notifications — enabled;
   • Alert — enabled;
   • Show as pop-up — disabled;
   • Badges — enabled.
3. Second channel:
   • Show notifications — enabled;
   • Alert — enabled;
   • Show as pop-up — enabled;
   • Badges — enabled.
4. Voex channel:
   • Show notifications — enabled;
   • Alert — enabled;
   • Show as pop-up — enabled;
   • Badges — disabled.

---

❓ Related Topics:
• Notifications on Android aren't working despite being configured

Configuring App Notification Sounds in Android OS

Notification sounds can only be changed on Android 8 and above:

• Settings > Notifications > select the app > Notification channels > change the sound for the first two channels.
• On Samsung: Notifications > Advanced settings > enable Manage notification categories for apps.

Configuring App Icon Badges in Android OS

Managing app icon badges depends on the Android version and device manufacturer. Possible configuration paths:

• Settings > Notifications & status bar > App icons;
• Settings > Notifications > Notification badge on app icon;
• Settings > Notifications > App icon badges.

The App Is Not in the List for Badges. What to Do?

If the app is not in the list, try changing the badge mode from numbers to dots.

---

❓ Related Topics:
• The app icon shows an unread message badge even though all messages have been read

Configuring Notifications in the Mobile App

To manage notifications, go to Settings > Chat and channel settings. Here you can:

• enable or disable sounds when receiving/sending messages;
• hide or display notification text using the Show message preview setting.

Configuring Notifications for a Chat or Channel in the App

1. Press and hold the chat or channel, then select the notifications button.
2. Alternatively, open the chat/channel properties and toggle the Notifications switch.

Configuring App Notifications in iOS

1. Open Settings > Notifications > select the app.
2. Here, you can disable Show Previews to prevent message text from appearing in notifications.
3. Ensure at least one display method is selected (Lock Screen, Notification Center, or Banners). Otherwise, the sender will not receive delivery confirmation.

---

❓Related Topics:
• Notifications on iOS are not working despite being configured correctly
• Messages appear as undelivered even though the iOS recipient receives them
• All notifications on iOS arrive as “New message”

Configuring App Notification Sounds in iOS

1. Go to Settings > Sounds & Haptics > Default Alerts.
2. To disable sounds in Do Not Disturb mode, in the mode settings, select Silence > Always.

Configuring App Icon Badges in iOS

1. Open Settings > Notifications > select the app.
2. Enable the Badges option.

---

❓Related Topics:
• The app icon shows an unread message badge even though all messages are read

I Minimized the App, and Notifications Stopped Coming. Why?

⚠️ Notifications in the Aurora app are only received when the app is active. This feature is currently being improved.

Configuring Notifications for Chats and Channels in the App

To enable notifications for a specific chat or channel:

1. Open the settings of the desired chat or channel.
2. Find the Notifications parameter.
3. Toggle the switch to the active position.

To receive the web app's notifications in your browser, check the following items.

Web App Notification Settings

To turn message sounds on or off within the app, go to Settings > Notifications.

Configuring Notifications for a Chat or Channel in the App

To enable notifications for a specific chat or channel:

• Right-click the chat or channel and click the notifications button.
• Or open the chat or channel properties and toggle Notifications.

Allow Notifications for the Web App in Your Browser

Grant the web app site permission to send notifications:

Browser	How to allow notifications
Apple Safari	Safari menu > Preferences > Websites > web app address > Notifications > Allow Safari menu > Preferences > Websites > Auto-Play > Allow All Auto-Play Also: Apple menu > System Preferences > Notifications > web app address > Show Notifications, and disable the Do Not Disturb feature there
Chromium and Google Chrome	Settings > Privacy and Security > Site Settings > Notifications
Microsoft Edge	Settings > Cookies and Site Permissions > Notifications
Mozilla Firefox	Settings > Privacy & Security > Permissions > Notifications
Opera	Settings > Site Settings > Notifications
Vivaldi	Settings > Privacy > Notifications
Yandex	Settings > Sites > Notifications > From Other Sites

---

❓Related Topics:
• The web app stops sending notifications after some time

Badges on the Progressive Web App Icon

If the web app is installed as a progressive web app (PWA), its icon displays an unread events counter.

Desktop App Notification Settings

Right-click the app icon in the notification area (system tray) and check the Notifications box. Alternatively, in the app, open Settings > Notifications and toggle Notifications on. Here, you can also configure in-app message sounds.

Configuring Notifications for a Chat or Channel in the App

To enable notifications for a specific chat or channel:

• Right-click the chat or channel and click the notifications button.
• Or open the chat or channel properties and toggle Notifications.

Allow Notifications for the Desktop App in the OS

Grant the desktop app permission to send notifications in the operating system settings:

OS	How to allow notifications
macOS	Apple > System Preferences > Notifications > find the app > Allow Notifications. Also disable Do Not Disturb if needed. To hide notification content: Apple > System Preferences > Notifications > find the app > change the Show previews setting.
Linux	Ubuntu: Applications > Settings > Notifications. Astra Linux: System Settings > Personalization > Notifications > Application Settings > find the app > Enable Notifications.
Windows (10, 11)	Settings > System > Notifications & actions (Notifications) > find the app > On.

How to Hide App Notifications on the Windows Lock Screen?

To hide notification content on the lock screen: Settings > System > Notifications & actions > select the app > enable Hide notification content on the lock screen.

You can also disable all notifications on the lock screen using a Group Policy setting: Computer Configuration > Administrative Templates > System > Logon > Turn off app notifications on the lock screen.

---

❓Related Topics:
• No app notifications in Manjaro Linux
• No app notifications in Windows 10/11 despite correct settings

Configuring Desktop App Icon Badges

OS	How to enable icon badges
macOS	Apple > System Preferences > Notifications > find the app > Allow Notifications > enable Badge application icon.
Windows (10, 11)	Settings > Personalization > Taskbar > Show badges (icons) on taskbar buttons. Note: badges are not displayed on small taskbar buttons.

---

❓Related Topics:
• Unread message badge on the app icon despite all messages being read

Additional Desktop App Icon Animations

OS	Additional desktop app icon indicators
macOS	When a new message arrives, the app icon in the Dock bounces.
Windows (10, 11)	When a new message arrives, the app button on the taskbar flashes.

How to Turn Off the App's Icon Animation?

To disable additional animations, in the desktop app select Settings (avatar button) > Notifications and turn the Highlight taskbar button switch off (app version 3.37 and above).

SmartApps Notifications

SmartApps can send notifications — to enable or disable them for a specific SmartApp, open it and click the ellipsis button.

SmartApp Icon Indicators

For SmartApps from the standard catalog, indicators are displayed when there are events, provided notifications are enabled.

Badge Location	Description
On a pinned SmartApp icon (in the app, on the left or bottom)	Counts all unread events for that SmartApp.
On the SmartApp catalog icon	Counts SmartApps from the standard catalog that have unread events, not the unread events themselves.
On the app icon in the operating system	Counts SmartApps from the standard catalog that have unread events. This counter is added to the number of new events in the main app.

If notifications and badges are configured according to the instructions above but issues still occur, use the solutions described below.

Notifications Massively Not Working on Multiple Devices

If a mass notification issue is observed for you and your colleagues:

1. Make sure that access to the push notification services you use is allowed on your devices and in your network: more details.
2. The problem persists?
   • When using the eXpress app, contact eXpress support to check the
     RTS
     .
   • When using a branded
     ETS
     app, contact your organization's support team to check
     ETS
     .

For Administrators: Diagnosing Mass Notification Failures on ETS

ETS

Possible causes of mass notification failures when using a branded

ETS

app can be found in the logs of the ets_push_service on

ETS

.

No Access to a Notification Service?

ETS

must have access to the push notification services you use: more details.

Issue With the Certificate?

The push service certificate must not be expired or contain errors.

Also, ensure that

ETS

can correctly transmit data to push services like Google, Huawei, APNS, etc. For example, if push notifications for calls on iOS have stopped being sent:

• Check the push_service container logs. If they contain the following: 2022-02-18T07:37:53.487661695Z 2022-02-18 07:37:53.486 [error] skip push notification because adapter is not connected to APNS 2022-02-18T07:37:58.486935118Z 2022-02-18 07:37:58.485 [warn] Push timeout! (ios voex)2022-02-18T07:37:58.486957488Z Token information: 2022-02-18T07:37:58.486972168Z token id: 280338 2022-02-18T07:37:58.486976091Z phone: 79067247309 2022-02-18T07:37:58.486979331Z user_huid: "2a768e92-a182-5efd-93c9-0a578b815a0e" 2022-02-18T07:37:58.486982654Z udid: "d3e604e3-40a3-4aea-9c36-272d49eb6e34" 2022-02-18T07:37:58.486985939Z platform: "ios_voex" — this means there is no connection to APNS. The entry skip push notification because adapter is not connected to APNS indicates that in the state of the APNS adapter sending the push, conn == nil.
• Check the validity of certificates in the admin panel (the Push Service section on
  ETS
  ). If the certificates have expired, reissue and upload them.
• Check the connection to APNS: nc -v api.push.apple.com 443. If there is no connection, check the network. If everything is fine, restart push_service on the active node of the
  ETS
  backend cluster.
• Also, ensure that the kafka and zookeeper services are running.

For assistance, contact eXpress technical support.

Notifications Stopped Working When Connecting to a Different Network or via VPN

When changing networks or using a VPN, push notifications may stop working due to restrictions imposed by your internet service provider or corporate server (for example, an administrator may block connections to the server from abroad).

• Try using a different Internet connection or turn off VPN.
• Make sure that access to the push notification services you use is allowed on your devices and in your network: more details.

Notifications on Android Are Not Working Despite Proper Configuration

Is the App Open and Active on the Computer?

For notifications to work, ensure that no other session is open simultaneously. For example, if you are currently reading messages in the web app on a computer, notifications will not be duplicated to the mobile device.

Are Google Services Missing on the Device?

Check the push service parameters in the engineering menu of the Android app and perform diagnostics if necessary: details.

⚠️ Install the app from the device manufacturer's store! On the device without Google services install the app from the “native” store; otherwise, notifications will not work. For Huawei and Honor devices it is recommended to install the app from Huawei App Gallery or RuStore.

On Huawei/Honor Devices, Are Notifications Delayed?

If the app is installed via App Gallery and notifications arrive with significant delays, try clearing the cached data of the “Push Message Service”: Settings > Apps & Services > Apps > four-dot menu in the top-right corner > Show system processes > find Push Message Service > Storage > Clear.

Is the App's Background Activity Being Blocked?

Some device manufacturers add non-standard notification and power-saving settings. These must also be checked if notifications do not work in the background. If the app process was manually terminated, notifications will not arrive at all. On some devices, background app activity may be terminated due to manufacturer settings, preventing notifications and incoming calls.

Nothing Helped?

If all the above Android settings are enabled but notifications still do not arrive, try disabling and re-enabling notifications in the OS settings. If this does not help, reinstall the app (this may resolve Push notification delivery issues if, for example, the app was migrated from an old phone to a new one).

Notifications on iOS Are Not Working Despite Proper Configuration

Is the App Open and Active on the Computer?

For notifications to work, ensure that no other session is open simultaneously. For example, if you are currently reading messages in the web app on a computer, notifications will not be duplicated to the mobile device.

No Push Token?

If the engineering menu of the iOS app lacks apnsPushToken and/or voexPushToken, try restarting the app by swiping it away from the app list, then reopening it.

Is “Focus” Mode Enabled on the Device?

Add the app to the allowed notifications list in “Focus”: Settings > Focus > select the active mode > add the app to the Allowed Notifications list.

Do Notifications Not Work in Other Apps Either?

If notifications do not work in all apps on the device, there is an APNS issue on the device. In this case, contact Apple support.

All Notifications on iOS Arrive as "New Message"

This happens due to a temporary issue in push token processing on the device — the app receives the notification but can't decrypt its content. Restart the device. After this, notifications should arrive with message text.

Unread Message Badge on App Icon Despite All Messages Being Read

Check that no unread chats or discussions remain in the app. Restart or, as a last resort, reinstall the app.

Nothing Helped?

Contact your organization's support team to reset the incorrect counter.

For Administrators: How to Reset the App Icon Counter

CTS

eCTS

• Log in to the messaging console on the corporate server (
  CTS
  /
  eCTS
  ):
  dpl --dc exec messaging ./bin/messaging remote
  or:
  docker exec -it {messaging_container} ./bin/messaging remote
  
  ⚠️ Pre-3.43 server versions require remote_console command instead of remote.
• Paste the code below and press Enter:
  defmodule ClearCounters do @connection :message_counters_api def execute(huid) do with {:ok, hset} <- Redix.command(:message_counters_api, ["HGETALL", huid]) do counters = Enum.chunk_every(hset, 2) for [key, _] <- counters do Redix.command(:message_counters_api, ["HSET", huid, key, 0]) end end end end
• Finally, execute the command:
  ClearCounters.execute("user_huid")
  Then ask the user to restart the app.

Web App Stops Sending Notifications After Some Time

In some browsers, you can prevent the inactive tab with the web app from "sleeping" after some time, so notifications continue to arrive. Sometimes, this can only be disabled for all tabs at once—avoid doing this if the computer has limited RAM.

Browser	How to Disable Automatic Tab Unloading
Chromium and Google Chrome	Settings > Performance > Memory Saver > add the web app URL to the Sites that are always active list
Microsoft Edge	Settings > System and Performance > Optimize Performance > add the web app URL to the Never put these sites to sleep list
Opera	Settings > Features > User Interface > uncheck Put inactive tabs to sleep to save memory
Yandex	Settings > System > Performance > uncheck Unload unused tabs from memory

No App Notifications in Manjaro Linux

If the desktop app installed in Manjaro Linux does not display notifications for new messages and calls, try installing the notification-daemon package and configuring the notification service: cat /usr/share/dbus-1/services/org.freedesktop.Notifications.service [D-BUS Service] Name=org.freedesktop.Notifications Exec=/usr/lib/notification-daemon-1.0/notification-daemon

No App Notifications for Windows 10/11 Despite Proper Configuration

Is Windows “Focus Assist” Mode Enabled?

Turn it off: Settings > System > Focus Assist > Off (also disable automatic rules), or configure it so that notifications from the desktop app still arrive:

OS	Path
Windows 10	Settings app > System > Focus Assist > Priority Only > Customize Priority List > Apps > click Add an App and select the desktop app.
Windows 11	Settings app > System > Notifications > Set Priority Notifications > click Add Apps and select the desktop app.

Is the App Not in the Windows Notifications List?

Try finding the app in the “Notifications & Actions” list (“Notifications” on Windows 11) in Windows settings. In rare cases, the desktop app may be missing. For this scenario, there is a PowerShell script that restores the app to the Windows notifications database, allowing notifications to be enabled. The script requires an internet connection as it downloads an SQL module.

Instructions:

1. Download the script express.desktop_Notifications.ps1.
2. If using a branded ETS app, open the script in a text editor and replace express with your app's name.
3. Run Command Prompt as administrator and execute: powershell Set-ExecutionPolicy RemoteSigned
4. In File Explorer, right-click the script file and select Run with PowerShell.
5. In Command Prompt, execute: powershell Set-ExecutionPolicy Restricted
After this, the app should appear in the list.

Repetitive Notifications for Already Read Messages

The message may have been edited. Each edit of a message sends a new notification for it. If the message was not edited, or this is happening repeatedly with other messages, please contact support.