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Android Support SDK problem

  • October 11, 2019
  • 4 replies
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O

Hi! Thank you for your product. We have some problem on implementing Support SDK for android.
We initialize sdk in application class. Then, when we try to open a ticket, the RequestActivity immediately closes with this log:
Conversations are disabled, never request email is enabled, with this configuration tickets would go into a black hole. Exiting RequestActivity.
Our zendesk account: 

Subdomain redacted by the Zendesk Community team as it contains personal information that can be used for malicious activity. 

    4 replies

    J
    • Joe50
    • October 11, 2019

    Hi there-

    What you are seeing is expected behavior. and is due to your plan type (Starter). Your end users don't get access to conversations - i.e. viewing their requests. They can only submit. In addition, if emails aren't passed in then there's no way for the customer to see responses.

    O
    • Owly
    • Author
    • October 15, 2019

    Hi, Joseph. Thank you for your reply. 
    Now, we have the following code in Application:

    Logger.setLoggable(true);
    Zendesk.INSTANCE.init(this, "https://owlylabs.zendesk.com",
            "xxx", "mobile_sdk_client_xxx");
    Identity identity = new AnonymousIdentity.Builder().build();
    Zendesk.INSTANCE.setIdentity(identity);
    Support.INSTANCE.init(Zendesk.INSTANCE);


    And in Activity when I try to open RequestActivity we do the  following:

    Identity identity = new AnonymousIdentity.Builder().withEmailIdentifier(preferencesManager.getEmail()).build();
    Zendesk.INSTANCE.setIdentity(identity);

    And get this error after click on "send" icon:
    2019-10-15 17:15:52.818 15287-15287/com.komarovskiydev.komarovskiy D/RequestActivity: Waiting for attachments to be uploaded. Message Id: 1844993420252891860
    2019-10-15 17:15:52.818 15287-15287/com.komarovskiydev.komarovskiy D/RequestActivity: Notify if finished. Listener: zendesk.support.request.ActionCreateComment$1@e7ddc36, isUploadFinished: true
    2019-10-15 17:15:52.819 15287-15287/com.komarovskiydev.komarovskiy D/RequestActivity: Attachments resolved and uploaded. Message Id: 1844993420252891860
    2019-10-15 17:15:52.819 15287-15287/com.komarovskiydev.komarovskiy D/RequestActivity: Creating a new request. Message Id 1844993420252891860
    2019-10-15 17:15:52.821 15287-15287/com.komarovskiydev.komarovskiy D/GsonSerializer: Unable to deserialize the provided object into Long
    2019-10-15 17:15:52.829 15287-15718/com.komarovskiydev.komarovskiy D/OkHttp: --> GET https://owlylabs.zendesk.com/api/private/mobile_sdk/settings/3f12ababc32ef16fb38ec4c89eb9e522c50b419256f187a4.json
    2019-10-15 17:15:52.839 576-628/? I/PreDnsController: canPreDnsQuery,persist.sys.predns is false!
    2019-10-15 17:15:52.858 15287-15287/com.komarovskiydev.komarovskiy I/ViewRootImpl: jank_removeInvalidNode all the node in jank list is out of time
    2019-10-15 17:15:52.867 15287-15287/com.komarovskiydev.komarovskiy W/InputMethodManager: startInputReason = 4

    --------- beginning of system
    2019-10-15 17:15:52.868 1138-3387/? D/HwInputMethodManagerService: ------------startInput--------------
    2019-10-15 17:15:52.893 780-835/? W/JankService: processEntry, not beta version or commercial log off
    2019-10-15 17:15:53.077 15287-15718/com.komarovskiydev.komarovskiy D/OkHttp: <-- 450 https://owlylabs.zendesk.com/api/private/mobile_sdk/settings/3f12ababc32ef16fb38ec4c89eb9e522c50b419256f187a4.json (247ms, 0-byte body)
    2019-10-15 17:15:53.079 15287-15287/com.komarovskiydev.komarovskiy D/ZendeskSettingsProvider: Returning default Support Settings.
    2019-10-15 17:15:53.079 15287-15287/com.komarovskiydev.komarovskiy D/SupportSdkMetadata: Using getTotalMemoryApi() to determine memory
    2019-10-15 17:15:53.083 15287-15287/com.komarovskiydev.komarovskiy D/SupportSdkMetadata: Using getTotalMemoryApi() to determine memory
    2019-10-15 17:15:53.094 15287-15713/com.komarovskiydev.komarovskiy D/OkHttp: --> POST https://owlylabs.zendesk.com/api/mobile/requests.json?include=last_comment (316-byte body)
    2019-10-15 17:15:53.095 15287-15713/com.komarovskiydev.komarovskiy D/GsonSerializer: Unable to deserialize the provided object into Long
    2019-10-15 17:15:53.096 15287-15713/com.komarovskiydev.komarovskiy D/SettingsInterceptor: Requesting SDK settings.
    2019-10-15 17:15:53.096 15287-15713/com.komarovskiydev.komarovskiy D/GsonSerializer: Unable to deserialize the provided object into Long
    2019-10-15 17:15:53.098 15287-15713/com.komarovskiydev.komarovskiy D/OkHttp: --> GET https://owlylabs.zendesk.com/api/private/mobile_sdk/settings/3f12ababc32ef16fb38ec4c89eb9e522c50b419256f187a4.json
    2019-10-15 17:15:53.200 1138-2805/? I/AppEyeSocketThread: connecting socket: ZRHungServer
    2019-10-15 17:15:53.228 654-654/? E/WifiHAL: enter wifi_get_link_stats
    2019-10-15 17:15:53.240 1138-1623/? E/WificondControl: Noise: -92, Snr: 35, Chload: -1
    2019-10-15 17:15:53.242 1138-1623/? D/HwInnerWifiManagerImpl: SupplicantState = COMPLETED
    2019-10-15 17:15:53.242 1138-1623/? D/HwInnerWifiManagerImpl: isPhoneAP = false
    2019-10-15 17:15:53.246 1138-1623/? D/WifiScoreReport: Score = 60, wifiConnectivityManagerEnabled = false, lowScoreCount = 0
    2019-10-15 17:15:53.247 1138-15224/? W/AwareLog: AwareMem_Reclaim: generateCompressList procsGroups error!
    2019-10-15 17:15:53.249 1138-15224/? W/AwareLog: AwareMem_Reclaim: getPssForPid error skip! procName=com.google.android.ims
    2019-10-15 17:15:53.249 1138-15224/? W/AwareLog: AwareMem_Reclaim: getPssForPid error skip! procName=com.google.android.partnersetup
    2019-10-15 17:15:53.249 1138-15224/? W/AwareLog: AwareMem_Reclaim: getPssForPid error skip! procName=com.whatsapp
    2019-10-15 17:15:53.249 1138-15224/? W/AwareLog: AwareMem_Reclaim: getPssForPid error skip! procName=com.android.gallery3d
    2019-10-15 17:15:53.250 1138-15224/? W/AwareLog: AwareMem_Reclaim: getPssForPid error skip! procName=com.android.gallery3d:search
    2019-10-15 17:15:53.250 1138-15224/? W/AwareLog: AwareMem_Reclaim: getPssForPid error skip! procName=net.pixelrush.dualsimselector
    2019-10-15 17:15:53.250 1138-15224/? W/AwareLog: AwareMem_Reclaim: getPssForPid error skip! procName=com.google.android.apps.messaging
    2019-10-15 17:15:53.250 1138-15224/? W/AwareLog: AwareMem_Reclaim: getPssForPid error skip! procName=com.google.android.gms
    2019-10-15 17:15:53.250 1138-15224/? W/AwareLog: AwareMem_Reclaim: getPssForPid error skip! procName=com.google.process.gapps
    2019-10-15 17:15:53.251 768-815/? I/AwareLog: HibSTrategy::HibStrategySwapCandidateProcessAdd packagename com.Slack
    2019-10-15 17:15:53.263 15287-15713/com.komarovskiydev.komarovskiy D/OkHttp: <-- 450 https://owlylabs.zendesk.com/api/private/mobile_sdk/settings/3f12ababc32ef16fb38ec4c89eb9e522c50b419256f187a4.json (164ms, 0-byte body)
    2019-10-15 17:15:53.265 15287-15713/com.komarovskiydev.komarovskiy D/SettingsInterceptor: Proceeding with chain.
    2019-10-15 17:15:53.266 15287-15713/com.komarovskiydev.komarovskiy D/GsonSerializer: Unable to deserialize the provided object into AccessToken
    2019-10-15 17:15:53.266 15287-15713/com.komarovskiydev.komarovskiy W/ZendeskIdentityManager: There is no stored access token, have you initialised an identity and requested an access token?
    2019-10-15 17:15:53.266 15287-15713/com.komarovskiydev.komarovskiy D/ZendeskAccessIntercepto: Access token is required, intercepting.
    2019-10-15 17:15:53.267 15287-15713/com.komarovskiydev.komarovskiy D/GsonSerializer: Unable to deserialize the provided object into CoreSettings
    2019-10-15 17:15:53.267 15287-15713/com.komarovskiydev.komarovskiy D/ZendeskCoreSettingsStor: Unable to load Core SDK Settings, returning default settings.
    2019-10-15 17:15:53.279 15287-15713/com.komarovskiydev.komarovskiy E/ZendeskAccessIntercepto: The expected type of authentication is null. Check that settings have been downloaded.
    The local identity is not present.
    2019-10-15 17:15:53.280 15287-15713/com.komarovskiydev.komarovskiy D/OkHttp: <-- 400 The expected type of authentication is null. Check that settings have been downloaded.
    2019-10-15 17:15:53.280 15287-15713/com.komarovskiydev.komarovskiy D/OkHttp: The local identity is not present.
    2019-10-15 17:15:53.281 15287-15713/com.komarovskiydev.komarovskiy D/OkHttp: https://owlylabs.zendesk.com/api/mobile/requests.json?include=last_comment (185ms, 2-byte body)

    O
    • Owly
    • Author
    • October 18, 2019

    588860096 , help us, please :)

    J
    • Joe50
    • October 25, 2019

    It looks like you are setting an identity twice, that can lead to lots of problems. This is the important part of that stack trace:

    2019-10-15 17:15:53.266 15287-15713/com.komarovskiydev.komarovskiy W/ZendeskIdentityManager: There is no stored access token, have you initialised an identity and requested an access token?
2019-10-15 17:15:53.266 15287-15713/com.komarovskiydev.komarovskiy D/ZendeskAccessIntercepto: Access token is required, intercepting.
2019-10-15 17:15:53.267 15287-15713/com.komarovskiydev.komarovskiy D/GsonSerializer: Unable to deserialize the provided object into CoreSettings
2019-10-15 17:15:53.267 15287-15713/com.komarovskiydev.komarovskiy D/ZendeskCoreSettingsStor: Unable to load Core SDK Settings, returning default settings.
2019-10-15 17:15:53.279 15287-15713/com.komarovskiydev.komarovskiy E/ZendeskAccessIntercepto: The expected type of authentication is null. Check that settings have been downloaded.
The local identity is not present.
2019-10-15 17:15:53.280 15287-15713/com.komarovskiydev.komarovskiy D/OkHttp: <-- 400 The expected type of authentication is null. Check that settings have been downloaded.

    My suggestion is to get rid of the first identity setter, before your init code; as long as you create an identity before you need to do something that requires auth (like submitting the request), you should be fine - proximity to the init code doesn't matter.

    We have a demo app with anonymous auth here:
    https://github.com/zendesk/android_sdk_demo_apps/blob/master/support_sample/src/main/java/com/zendesk/sample/Global.java
    Please take a look, hope it helps!

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