Error Loading Zendesk Answer Bot Articles on Android

image avatar

Saw Soon Kheong

Data ultimo post: 05 mar 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'
}

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      image avatar

      Langston Smith

      5465700704666, did you ever figure this out. 1263169302390, 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...

      1264158211329 1263082233249 1263082263949 1263082103969 1263082154109

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      image avatar

      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 )>"

      )

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      image avatar

      Eric Nelson

      Hey ariya,

      Do you have the logger enabled? What is the output when receiving this error? 

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      image avatar

      Permanently deleted user

       

      Hello any updates about this issue?
      because i got the same issue

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      image avatar

      Eric Nelson

      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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      image avatar

      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.

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      image avatar

      Eric Nelson

      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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      image avatar

      Saw Soon Kheong

      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

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      Eric Nelson

      Hey Saw,

      Can you please try replicating it in our example app?
       
      Thanks!
       

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      image avatar

      Saw Soon Kheong

      Hi Eric,

      We have been able to reproduce the error consistently, and it is impacting all of the articles.

       

       

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