Unable to attach images to support request on iOS 16 | Community
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Unable to attach images to support request on iOS 16

  • September 19, 2022
  • 9 replies
  • 0 views
Janne11

We're using the latest versions of Support SDK and the other SDKs on iOS, but we aren't able to attach any images to a discussion on iOS 16. The attachment button (paperclip) alternates between blue and gray when tapped, but nothing happens after it initially asks to grant access to photos. We have defined the related permission strings for NSPhotoLibraryUsageDescription and NSCameraUsageDescription.

I think ideally you should use PHPickerViewController for iOS 14 and later, as it allows the user to only share the images they pick from the photo library, and therefore it requires no user permissions.

    9 replies

    Janne11
    • Janne11
    • Author
    • September 19, 2022

    We're using RequestUi.buildRequestUi (without the configurations param, only requestId) to launch the messaging UI.

    Greg29
    • Greg29
    • September 20, 2022

    In order for us to look into this, we'll need an example of the issue. Please follow the instructions here to reproduce on one of our sample apps or with a new app that isolates the issue to the specific parts of our code that are causing this issue.

    Janne11
    • Janne11
    • Author
    • September 21, 2022

    Hello! I'm able to reproduce the issue consistently with your sample iOS app:

    • I downloaded the ios_sdk_demo_apps repository,
    • opened the SupportSDKSamples/CocoaPodSample.xcworkspace project,
    • installed dependencies with CocoaPods,
    • changed the team ID and bundle identifier (so I can install the app on my device),
    • inserted our ZenDesk credentials to the request in AppDelegate,
    • built and launched the app, opened Tickets, and pressed the compose button on top right.

    When I first press the attachment button, it prompts me for photo access (either to all photos or selected photos). I granted all photos. Then it asks me for camera access. I granted it. Then, nothing happens, and pressing the attachment button again does nothing except changes its color between blue and gray. This is the exact same behavior as in our production app, and what our customers have described.

    Here's a screen recording: https://drive.google.com/file/d/1q5qA4-Xdgxl8GIpvjadH8MWoGlcRK9ho/view?usp=sharing

     

    Janne11
    • Janne11
    • Author
    • September 21, 2022

    On my iOS 15 device it shows the same two prompts, and after that it seems to work. So the problem clearly seems specific to iOS 16.

    Greg29
    • Greg29
    • September 22, 2022
    Hi Janne, thank you for sharing this and apologies for not responding earlier! I'll bring this to our devs and see what they have to say. 
    dartz
    • dartz
    • September 29, 2022

    Got the same issue here. Hope there's update soon.

    Greg29
    • Greg29
    • October 3, 2022

    Hi all! Just a quick update to let you know that our devs are able to reproduce this and are prioritizing work on a fix. 

    Janne11
    • Janne11
    • Author
    • October 3, 2022

    Great to hear, thanks a lot Greg!

    Greg29
    • Greg29
    • October 20, 2022

    Hi all! I wanted to let you know that we released v6.0.0 of the Support SDK for iOS, which contains a fix for this issue. Please update to the newest version and let us know if you're still seeing these issues!

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