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Error Loading Zendesk Answer Bot Articles on Android
Posted Mar 05, 2023
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'
}
1
11
11 comments
Eric Nelson
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!
0
Saw Soon Kheong
Hi Eric,
We have been able to reproduce the error consistently, and it is impacting all of the articles.
0
Eric Nelson
Can you please try replicating it in our example app?
Thanks!
0
Saw Soon Kheong
Hi Eric,
After testing with the demo app and encountering the same error, here's the corresponding logcat.
0
Eric Nelson
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!
0
Saw Soon Kheong
Hi Eric,
Sure, I'm okay with creating a ticket and providing you with my copy of the example to help with testing.
0
Eric Nelson
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!
0
Permanently deleted user
Hello any updates about this issue?
because i got the same issue
0
Eric Nelson
Do you have the logger enabled? What is the output when receiving this error?
0
Jeovanih Figueiredo
PLEASE CAN SOMEONE HELP FIX THIS ERROR
Probably at least one of the constraints in the following list is one you don't want.
Try this:
(1) look at each constraint and try to figure out which you don't expect;
(2) find the code that added the unwanted constraint or constraints and fix it.
(
"<NSLayoutConstraint:0x600001036990 'accessoryView.bottom' _UIRemoteKeyboardPlaceholderView:0x14b948ba0.bottom == _UIKBCompatInputView:0x14bc07e00.top (active)>",
"<NSLayoutConstraint:0x600001092530 'assistantHeight' SystemInputAssistantView.height == 45 (active, names: SystemInputAssistantView:0x14bc35220 )>",
"<NSLayoutConstraint:0x6000010287d0 'assistantView.bottom' SystemInputAssistantView.bottom == _UIKBCompatInputView:0x14bc07e00.top (active, names: SystemInputAssistantView:0x14bc35220 )>",
"<NSLayoutConstraint:0x600001028820 'assistantView.top' V:[_UIRemoteKeyboardPlaceholderView:0x14b948ba0]-(0)-[SystemInputAssistantView] (active, names: SystemInputAssistantView:0x14bc35220 )>"
)
0
Langston Smith
Saw Soon Kheong, did you ever figure this out. Eric Nelson, was there ever a resolution on the Zendesk developer side? I'm experiencing this "Help Center is disabled in your app's settings. Can not continue with the call" message when my app uses the Android Support SDK's `HelpCenterProvider` to load the articles.
https://zendesk.github.io/mobile_sdk_javadocs/supportv2/v301/index.html?zendesk/support/HelpCenterProvider.html
https://developer.zendesk.com/documentation/classic-web-widget-sdks/support-sdk/android/api_providers/
The SDK and article loading are working fine on debug builds of my app's APK. The same app and client ID info are being used on the `debug` and `release` builds. If I have to different Android apps, can they use the same id info? I only have/want one app listed in my account profile at https://my_zendesk_url_here/admin/channels/classic/mobile_sdk. As long as both apps use the same Zendesk URL, App ID, and Client ID information, I don't see why the two apps can't access and load the same Zendesk articles I've written...
Erica Girges Madison Hoffman Mick O'Donnell Christopher Kennedy Greg Katechis
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