App Notifications & Labels Troubleshooting

Notifications don't arrive on your phone or computer, arrive twice, or the unread badge won't go away — find your case in the contents below.

Notifications Not Working on Many Devices at Once

If notifications are not working for you and your colleagues on a mass scale:

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?
   • If you use the eXpress app, contact eXpress Support: they will check
     RTS
     .
   • If you use a branded app for
     ETS
     , contact your organization's support team: they will check
     ETS
     .

For administrators: how to find the cause of mass notification failures on ETS

ETS

If notifications fail en masse in the branded app for

ETS

, look for the cause in the ets_push_service logs 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.

Make sure that

ETS

transmits data to Google, Huawei, APNS, and other push services. For example, if push notifications for calls on iOS have stopped being sent:

• Check the push_service container logs. If they contain the following entries, there is no connection to APNS: 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" The entry skip push notification because adapter is not connected to APNS means that in the state of the APNS adapter that sends the push, conn == nil.
• Check the expiration date of certificates in the
  ETS
  admin panel, in the Push Service section. 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 there is a connection, restart push_service on the active node of the
  ETS
  backend cluster.
• Ensure that the kafka and zookeeper services are running.

Contact eXpress Support for help.

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

If you changed networks or connected via VPN, push notifications may stop working: they are restricted by your internet provider or corporate server. For example, your organization's server administrator can block connections to the server from abroad using a proxy.

• Check whether there are any mobile internet restrictions in your region: such restrictions interfere with notification delivery.
• Connect to the internet through a different network 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, while you are reading messages in the web app on a computer, notifications are not duplicated to the mobile device.

Are Google Services Missing on the Device?

⚠️ Install the app from the device manufacturer's store. On a device without Google services, an app from another store does not receive notifications. On Huawei and Honor devices, 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, clear 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 don't arrive, turn notifications off and then back on in your operating system 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 moved from an old phone to a new one, see issues after transfer.

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, while you are reading messages in the web app on a computer, notifications are not 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 and exclude the app. While the app is in the summary, notifications accumulate and arrive in a batch on a schedule.

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 it. 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: they will 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

An inactive tab with the web app may go to sleep after a while, and notifications stop arriving. In some browsers, you can disable it. Sometimes this can only be turned off for all tabs at once: don't do this if your computer has little 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 in Manjaro Linux doesn't show notifications about new messages and calls, install the package notification-daemon and configure 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 . In the same place, turn off automatic rules. Or configure the mode so that notifications from the desktop app still come through:

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?

Find the app in Windows Settings, in the “Notifications & actions” list (“Notifications” on Windows 11). In rare cases, the desktop app is not there. In this case, a PowerShell script helps: it returns the app to the Windows notifications database, and you can enable notifications for the app. The script needs an internet connection: it downloads an SQL module from the internet.

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

Maybe the message was edited: after each edit, a new notification about it arrives. If the message has not been edited or repeated notifications regularly arrive for different messages, contact Support.