App Notifications & Labels Troubleshooting

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).

• Check for mobile internet restrictions in your region. Note that if mobile internet is restricted, notification delivery will be difficult.
• 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?

⚠️ 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?

To avoid this, see the extended guide with descriptions for most mobile device manufacturers.

Nothing Helped?

If all the settings above are enabled but notifications still do not arrive, disable and re-enable notifications in the OS settings. If this doesn't help, collect diagnostics and contact Support: Support will check which notification service is running on the device. If the app was transferred from an old phone to a new one, see issues after transferring.

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.

Have Notifications Stopped Arriving?

Restart the app completely: swipe it from the list of open apps and open it again.

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 Arrive in Batches Instead of Instantly?

Open Settings > Notifications > Scheduled Summary — exclude the app, otherwise notifications accumulate and come in batches on a schedule, not instantly.

Is the App's Background Activity Being Blocked?

To avoid this, see the extended guide with descriptions for most mobile device manufacturers.

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 the application.

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.