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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      Eric Nelson

      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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