Error Loading Zendesk Answer Bot Articles on Android
We are experiencing an issue with the Answer Bot feature in the Zendesk SDK on Android. Specifically, when users select a suggested article, they receive an error message indicating that the article failed to load. Upon further investigation in logcat, we found that the error message "id info cannot be read from 'com.xxx.xxx/zendesk.answerbot.AnswerBotArticleAc'" is displayed.
This issue does not appear to affect iOS users and is limited to the Android platform.
Our app is currently using
{
api group: 'com.zendesk', name: 'chat', version: '3.3.6'
api group: 'com.zendesk', name: 'answerbot', version: '3.1.0'
api group: 'com.zendesk', name: 'messaging', version: '5.2.5'
api group: 'com.zendesk', name: 'support', version: '5.1.1'
}
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Hey Saw,
A few questions so that we can troubleshoot more effectively:
Have you been able to replicate this error?
Is this happening consistently or sporadically?
Is this affecting all of your articles or just a subset?
Thanks!
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Hi Eric,
We have been able to reproduce the error consistently, and it is impacting all of the articles.
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Hi Eric,
After testing with the demo app and encountering the same error, here's the corresponding logcat.
2023-03-06 23:40:53.345 17356-17356 ZendeskHelpCenterProvid com.zendesk.answerbot_sample E Time in UTC: 2023-03-06T15:40:53Z
2023-03-06 23:40:53.345 17356-17356 ZendeskHelpCenterProvid com.zendesk.answerbot_sample E Help Center is disabled in your app's settings. Can not continue with the call
2023-03-06 23:40:53.403 956-1298 BufferQueueDebug surfaceflinger E [com.zendesk.answerbot_sample/zendesk.answerbot.AnswerBotArticleActivity$_17356#0](this:0xb400006f577ef950,id:-1,api:0,p:-1,c:-1) id info cannot be read from 'com.zendesk.answerbot_sample/zendesk.answerbot.AnswerBotArticleActivity$_17356#0'
2023-03-06 23:40:53.966 1512-2104 WindowManager system_server E win=Window{4ab66d1 u0 com.zendesk.answerbot_sample/zendesk.messaging.MessagingActivity} destroySurfaces: appStopped=true win.mWindowRemovalAllowed=false win.mRemoveOnExit=false win.mViewVisibility=8 caller=com.android.server.wm.ActivityRecord.destroySurfaces:5867 com.android.server.wm.ActivityRecord.destroySurfaces:5848 com.android.server.wm.ActivityRecord.notifyAppStopped:5912 com.android.server.wm.ActivityRecord.activityStopped:6554 com.android.server.wm.ActivityClientController.activityStopped:254 android.app.IActivityClientController$Stub.onTransact:596 com.android.server.wm.ActivityClientController.onTransact:130 -
Hey Saw,
You mind if I move this into a ticket so you can provide us your copy of the example for me to test with?
Thanks!
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Hi Eric,
Sure, I'm okay with creating a ticket and providing you with my copy of the example to help with testing.
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Hey Saw,
Sorry for missing your response. I've went ahead and opened up a ticket on your behalf. Look forward to working with you via that!
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Hello any updates about this issue?
because i got the same issue -
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