Error Loading Zendesk Answer Bot Articles on Android | The place for Zendesk users to come together and share
Skip to main content
Saw11
Saw11
March 5, 2023
Question

Error Loading Zendesk Answer Bot Articles on Android

  • March 5, 2023
  • 11 replies
  • 47 views

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'
}

    11 replies

    Eric27
    Eric27
    March 6, 2023
    Hey Saw,
     
    A few questions so that we can troubleshoot more effectively: 
     
    Have you been able to replicate this error? 
    Is this happening consistently or sporadically? 
    Is this affecting all of your articles or just a subset? 

    Thanks!
    Saw11
    Saw11Author
    March 6, 2023

    Hi Eric,

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

     

     

    Eric27
    Eric27
    March 6, 2023
    Hey Saw,

    Can you please try replicating it in our example app?
     
    Thanks!
     
    Saw11
    Saw11Author
    March 6, 2023

    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
    Eric27
    Eric27
    March 7, 2023
    Hey Saw,

    You mind if I move this into a ticket so you can provide us your copy of the example for me to test with?

    Thanks!
    Saw11
    Saw11Author
    March 8, 2023

    Hi Eric,

    Sure, I'm okay with creating a ticket and providing you with my copy of the example to help with testing.

    Eric27
    Eric27
    March 9, 2023
    Hey Saw,

    Sorry for missing your response. I've went ahead and opened up a ticket on your behalf. Look forward to working with you via that!
    A
    Anonymous
    May 26, 2023

     

    Hello any updates about this issue?
    because i got the same issue

    Eric27
    Eric27
    May 30, 2023
    Hey ariya,

    Do you have the logger enabled? What is the output when receiving this error? 
    Jeovanih
    Jeovanih
    September 25, 2023

    PLEASE CAN SOMEONE HELP FIX THIS ERROR 

     

    Probably at least one of the constraints in the following list is one you don't want. 

    Try this: 

    (1) look at each constraint and try to figure out which you don't expect; 

    (2) find the code that added the unwanted constraint or constraints and fix it. 

    (

        "<NSLayoutConstraint:0x600001036990 'accessoryView.bottom' _UIRemoteKeyboardPlaceholderView:0x14b948ba0.bottom == _UIKBCompatInputView:0x14bc07e00.top   (active)>",

        "<NSLayoutConstraint:0x600001092530 'assistantHeight' SystemInputAssistantView.height == 45   (active, names: SystemInputAssistantView:0x14bc35220 )>",

        "<NSLayoutConstraint:0x6000010287d0 'assistantView.bottom' SystemInputAssistantView.bottom == _UIKBCompatInputView:0x14bc07e00.top   (active, names: SystemInputAssistantView:0x14bc35220 )>",

        "<NSLayoutConstraint:0x600001028820 'assistantView.top' V:[_UIRemoteKeyboardPlaceholderView:0x14b948ba0]-(0)-[SystemInputAssistantView]   (active, names: SystemInputAssistantView:0x14bc35220 )>"

    )

    Show more replies
    Terms & ConditionsAccessibility statement