Desktop app troubleshooting & help

  • Check app version and available updates:

    To be able to check the desktop app version number & see available updates - launch the app and:

    for Mac: click “about Bitrix24” in the upper left corner;
    for Windows: right-click the application icon at the bottom right corner > click the cogwheel button > About > Check for Updates.

  • Clean desktop app cache:

    Windows users should use Ctrl + Shift + L command (that shows log files & data directory), stop the Desktop app & delete the directory cef_cache. Another solution - delete the directory following this path C: \ Users \ \ AppData \ Roaming \ Bitrix \ Desktop \ 3.0 \ cef_cache or C: \ Documents and settings \ \ Application Data \ Bitrix \ Desktop \ 3.0 \ cef_cache.

    Mac users can call the log files & data directory with the following combination cmd + Shift + L.

  • Desktop app interface is blank:

    If your desktop application interface is blank or displayed incorrectly:

    1. Try to use the command to solve the problem:

    for Windows: CTRL+SHIFT+R
    for Mac: cmd+SHIFT+R

    2. Open chat with any user and send – /clearWindowSize

  • "TCP port cannot be used" error:

    If you get the “TCP port cannot be used” error when you launch the desktop app, most likely that a second instance of the application is running. For example, if several users work on the same server in parallel sessions. In this case, the first application has started to work correctly, but the other users will get this error because the application cannot use the same port. Or some other program listens to (uses) the local port.

  • Not all messages displayed in the desktop app:

    This can happen if you use a proxy server, a corporate proxy server, Firewall or your Internet connection is not stable. For example, such problems can occur from the Internet provider’s side when the messages cannot appear instantly, but they will be delivered later anyway. If you are using a proxy server you must configure the settings for the application to work properly.

  • What if particular file failed to synchronize to Bitrix24 Drive?:

    Please note that several file formats are not supported: .lnk, .tmp, .ini,.pl.
    Files names should not contain any of the following symbols: / \ : * ? " ' | { } % ; & ~ # < >.

  • Windows XP is not supported anymore. That means that XP users are not able to use Bitrix24 Desktop app. But you can still use your Bitrix24 web version and web messenger (for example, with the latest version of the Google Chrome browser for Windows XP 49.0.2623.112).
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