Use these checks when the Userorbit iOS or Android SDK doesn't send data, or when a survey, announcement, feedback form or messenger section doesn't appear. Start by turning on debug logging, because most problems show up there first.

Turn on debug logging

Pass debug: true (iOS) or debug = true (Android) in UserorbitConfig and run the app again.

  • iOS: messages appear in the Xcode console under the subsystem com.userorbit.sdk. You can also filter for it in the Console app.
  • Android: messages appear in Logcat with the prefix [Userorbit]. To route them to your own logger, set UserorbitLog.writer.

Turn debug logging off before you release the app.

Settings → Channels → Widget shows Not verified

Installation is confirmed by a recent $uo_screen_view event. Lifecycle events and custom events don't count.

  1. Make sure your app calls screen on at least one screen you've opened.
  2. Events are sent every 30 seconds, after 20 events, or when the app goes to the background. Background the app or call flush(), then select Check again on the verification step.
  3. Confirm the Account ID in setup matches the workspace you're checking. A test build pointed at another workspace sends its events there.
  4. Open Live Events and search for $uo_screen_view. If it's there, check the screen name and user match your test device.

No events arrive at all

  • Check that setup runs at launch: in the App initializer or application(_:didFinishLaunchingWithOptions:) on iOS, and in Application.onCreate on Android.
  • Check that the app isn't opted out. Userorbit.shared.isOptedOut returns true if optOut was called or the config starts opted out.
  • Check beforeSend. If it returns nil or null, the event is dropped.
  • Look for request errors in the debug log. Network errors and server errors are retried with increasing delays. Other client errors drop the batch, so a wrong Account ID or API host stops delivery.
  • Make sure the device can reach the API host. On Android, a custom HTTP host also needs a network security config that allows cleartext traffic.

Some events are missing

  • The queue keeps up to 1,000 events by default. If a device stays offline long enough to exceed that, the oldest events are dropped. Raise maxQueueSize if your app is often used offline.
  • Event names are case-sensitive and aren't merged. Project Created and project_created are two different events.
  • Events tracked while the app was opted out are never stored.

A survey doesn't appear

  • The survey must be published and set to Auto start - When user triggers an event, with an event trigger that exactly matches what the app tracks.
  • Surveys with advanced eligibility rules in their targeting don't launch automatically on mobile yet.
  • Only one survey shows at a time, and a survey the person completed or dismissed doesn't return. Call reset to test as a new person.
  • Check that surveys isn't set to false in UserorbitConfig, and that surveys are turned on for your workspace.
  • On Android, add userorbit-android-ui, call UserorbitUI.install in your Application class, and make sure the visible activity extends ComponentActivity.

See Show in-app surveys in your iOS and Android app for the full setup.

The announcement badge always shows zero

Opening the feed marks every announcement as seen, and the count only includes announcements published after that. Publish a new announcement, then fetch the count again. If you built your own feed, check when your code calls markAnnouncementsSeen.

The feedback form has no screenshot

  • Check whether your code passes includeScreenshot as false.
  • On Android, screenshots need Android 8.0 or later.
  • The person may have removed it with Remove before sending.

A messenger section is missing

The messenger only shows what's turned on for your workspace. Ask a question needs Ask AI enabled. Conversations needs the support inbox enabled for the widget. Browse help articles needs a help center. Check the same settings you use for the web widget.

In-app screens don't show on macOS or tvOS

The iOS package builds for macOS and tvOS, but surveys, announcements, feedback and the messenger have native screens on iOS and iPadOS only. Analytics works on all three.

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