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.

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

Hi Eric,

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

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'
}