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 and entitlements set in your Info.plist?
• Is your JWT token valid and not expired?

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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 and entitlements 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.

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Logging Best Practices

• Enable logging during development and troubleshooting:

  Swift

  import ZendeskSDKLogger
  Logger.enabled = true
  Logger.level = .default

  Objective-C

  #import <ZendeskSDKLogger/ZendeskSDKLogger.h>
  ZDKLogger.enabled = YES;
  ZDKLogger.level = ZDKLogLevelDefault;

• Adjust the log level as needed (.info, .debug, .error, .fault).

• Collect logs and include them when contacting Zendesk support.

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Reporting Issues

When contacting Zendesk support, please include:

• SDK version
• iOS 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

Note: We recommend tracking the cause of any initialization failures in your crash reporting dashboard. This will help in troubleshooting your integration once deployed in production.

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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.