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Troubleshoot Mobile App Events
Work with your app developer to troubleshoot message issues. Most issues are related to either message display or delivery.
Delivery Troubleshooting
Are my messages being requested and returned?
If you’re not sure if your messages are being requested by the MobilePush SDK and returned:
- In Contact Builder, search for your MobilePush ContactKey or DeviceID to ensure that it’s registered with Marketing Cloud Engagement . If you can’t find the answer in Contact Builder, review your SDK implementation to ensure that it’s properly capturing and submitting this information to Engagement. Use the SDK logs to review the Sync API and confirm that messages are being delivered to the device. Intercept the API call to see the payload being returned.
- In Journey Builder, activate an In-App Message campaign targeting your ContactKey.
- Use the SDK logs to review the Sync API and confirm that your device is requesting In-App Messages on session start.
- Use the SDK logs to review the Sync API and confirm that messages are being delivered to the device. Intercept the API call to see the payload being returned.
Why isn’t the SDK requesting my messages?
- If the SDK isn’t requesting your messages or the request is delayed, it’s possible that your app isn’t tracking sessions or initializing the SDK correctly.
- Background and then foreground the app to trigger the Sync API call.
Why aren’t my messages being returned to the SDK?
If your in-app messages aren’t being returned to the SDK on session start, this issue is likely related to the campaign audience defined in Engagement.
- To see if the message was successfully, sent, navigate to the History tab in Journey Builder and filter or search for your ContactKey.
- If you can’t find your ContactKey, ensure that the Contact is in the audience for your journey.
- Check the settings of the journey and whether the Contact is eligible to reenter.
Display Troubleshooting
If messages aren’t showing after you confirm that your app is successfully requesting and receiving in-app messages, there’s likely a configuration logic or app logic issue.
Why isn’t my In-App Message appearing?
- Ensure that the event implemented in the SDK is identical to the event defined in Marketing Cloud Engagement. If the events don’t match, the server drops them. For example, you implement the SDK to send an event named Screen View, but you register Engagement to listen for View Screen.
- Remove extra spaces from the trigger rules.
- Check for numerical mismatches between the trigger rules and the events being tracked by the SDK. For example, check for a missing or misplaced decimal point in an entry.
- Check the SDK logs to ensure that the marketer hasn’t imposed any additional trigger criteria such as message display limits or delay display within the app session.
- Failed image downloads prevent In-App Messages with images from appearing. Check that image downloads aren’t failing and that the image asset is available.
- If you’re using an SDK delegate to customize your app’s handling of In-App Messages, check your delegate to ensure that it isn’t affecting message display.
