Tim Wilson

Ah, the updates would have been received within the last hour of using getUpdatesForDevice method so that must be the cause. I missed that catch, thank you!

When using getUpdatesForDevice() in the Android Support SDK (5.1.2) the updates are incorrect until you open the tickets list (or the ticket itself). So for example, if you receive a new ticket response while the app is closed, and then use getUpdatesForDevice() on launch (after the SDK is initialised) then it will incorrectly report that there are no updates. Opening the tickets list fixes it. Using refreshRequest() on the ticket ID will also fix it which can be called when push notifications are received, but this does not work when the app is closed.

It might be possible to query all the user's ticket IDs on launch and call refreshRequest() on each one before using getUpdatesForDevice() but this should be the SDK's job - there is no documentation around needing to do this.

Hello, I'm trying to setup the Support SDK for an iOS project (Objective-C). When trying to open the help centre a loading bar is shown but stops around 70% and never finishes.

I've tried replicating it by creating a test project with a similar setup but everything is working fine there, so something in the project's environment is disrupting the SDK.

Zendesk SDK:

pod 'ZendeskSupportSDK', "7.0.0"

Initialisation:

[ZDKClassicCoreLogger setEnabled:YES];
[ZDKClassicCoreLogger setLogLevel:ZDKClassicLogLevelVerbose];

[ZDKClassicZendesk initializeWithAppId:XXXXXXXX clientId:XXXXXXXX zendeskUrl:XXXXXXXX];

id userIdentity = [[ZDKObjCAnonymous alloc] initWithName:nil email:nil];

[[ZDKClassicZendesk instance] setIdentity:userIdentity];

[ZDKSupport initializeWithZendesk: [ZDKClassicZendesk instance]];

Opening the Help Center:

// controller is the current UIViewController.

UIViewController *helpCenter = [ZDKHelpCenterUi buildHelpCenterOverviewUiWithConfigs:@[]];

UINavigationController *navigationController = [[UINavigationController alloc] init];
[navigationController pushViewController:helpCenter animated:YES ];

[controller presentViewController:navigationController animated:YES completion:nil];

Logs:

2023-05-09 10:57:30.071950+1200 XXXXX [DEBUG]: Initialized with existing stored details.
2023-05-09 10:57:30.079780+1200 XXXXX [DEBUG]: Returning default settings for BlipsSettings.Type. No data in cache.
2023-05-09 10:57:30.085860+1200 XXXXX [ERROR]: Couldn't retrieve identity from storage.
2023-05-09 10:57:30.088100+1200 XXXXX [DEBUG]: clearing storage suite: com.zendesk.core.identity with app id: XXXXX.
2023-05-09 10:57:30.089266+1200 XXXXX [DEBUG]: clearing storage suite: com.zendesk.core.session with app id: XXXXX.
2023-05-09 10:57:30.092237+1200 XXXXX [DEBUG]: stored identity with app id: XXXXX.
2023-05-09 10:57:30.092564+1200 XXXXX [INFO]: Initializing Support SDK.
 >>> Help Center Opened
2023-05-09 10:57:55.903256+1200 XXXXX [INFO]: Localization key and value : "ios.ZDKRequests.createRequest.cancel.button" = "Cancel";
2023-05-09 10:57:55.927590+1200 XXXXX [VERBOSE]: No settings in cache.
2023-05-09 10:57:55.935114+1200 XXXXX [VERBOSE]: Calling interceptor ClientIdentifierInterceptor(accountDetails: ZendeskCoreSDK.ApplicationConfiguration(applicationId: "XXXXX", clientId: "XXXXX", accountUrl: "XXXXX"))
2023-05-09 10:57:56.162014+1200 XXXXX [DEBUG]: Returning default settings for HelpCenterSettings.Type. Failed to decode data from network.
2023-05-09 10:57:56.162309+1200 XXXXX [VERBOSE]: No settings in cache.
2023-05-09 10:57:56.162747+1200 XXXXX [VERBOSE]: Calling interceptor ClientIdentifierInterceptor(accountDetails: ZendeskCoreSDK.ApplicationConfiguration(applicationId: "XXXXX", clientId: "XXXXX", accountUrl: "XXXXX"))
2023-05-09 10:57:56.271562+1200 XXXXX [DEBUG]: Returning default settings for ConversationsSettings.Type. Failed to decode data from network.
2023-05-09 10:57:56.290635+1200 XXXXX [VERBOSE]: [PROGRESS] Queue completed
2023-05-09 10:57:56.292063+1200 XXXXX [VERBOSE]: [PROGRESS] Should transition from: idle to: finishing
2023-05-09 10:57:56.298004+1200 XXXXX [VERBOSE]: [PROGRESS] Begin called
2023-05-09 10:57:56.298286+1200 XXXXX [VERBOSE]: [PROGRESS] Should transition from: idle to: running
2023-05-09 10:57:56.298550+1200 XXXXX [VERBOSE]: [PROGRESS] Did transition from: idle to: running
2023-05-09 10:57:56.415783+1200 XXXXX [VERBOSE]: [PROGRESS] Should transition from: running to: running
2023-05-09 10:57:56.416082+1200 XXXXX [VERBOSE]: [PROGRESS] Did transition from: running to: running
2023-05-09 10:57:56.530016+1200 XXXXX [VERBOSE]: [PROGRESS] Should transition from: running to: waiting
2023-05-09 10:57:56.530243+1200 XXXXX [VERBOSE]: [PROGRESS] Did transition from: running to: waiting

What could be causing the 'Failed to decode data from network' problems?