DocumentationAPI Reference

Troubleshooting

Quick Troubleshooting Checklist

  • Is your channel key and configuration correct?
  • Are you using the latest version of the SDK?
  • Have you enabled logging to capture errors?
  • Are all required permissions set in your AndroidManifest.xml?
  • Is your JWT token valid and not expired?

Common Issues & Solutions

Initialization Failure

  • Symptom: SDK fails to initialize.
  • Possible Causes: Incorrect channel key, missing permissions, network issues.
  • Solution: Double-check your channel key, ensure all required permissions are set, and check your network connection.

Authentication Errors

  • Symptom: Users cannot authenticate or are logged out unexpectedly.
  • Possible Causes: Expired or invalid JWT token.
  • Solution: Ensure your backend generates valid JWTs and handles token refresh.

Logging Best Practices

  • Enable logging during development and troubleshooting: 
    Logger.setLoggable(true);
  • Use Logger.isLoggable() to check the logger state.
  • Collect logs and include them when contacting Zendesk support.

Reporting Issues

When contacting Zendesk support, please include:

  • SDK version
  • Android version and device model
  • Steps to reproduce the issue
  • Relevant logs (with logging enabled)
  • Screenshots or screen recordings if possible
  • A demo app that reproduces the issue, if applicable

Demo Apps

Zendesk provides multiple demo apps to showcase SDK features such as basic implementation and JWT authentication. Each app contains a README with setup instructions.

You can find them in our Zendesk SDK Demo app GitHub.