Troubleshooting

Issue: Can't import the SDK into my app. Solution: Double-check the setup process and ensure that DevRevSDK is correctly linked to your application.

Issue: How does the DevRev SDK handle errors? Solution: The DevRev SDK reports all errors in the console using Apple's Unified Logging System. Look for error messages in the subsystem ai.devrev.sdk.

Issue: Support chat doesn't show. Solution: Call one of the identification methods: DevRev.identifyUnverifiedUser(...) or DevRev.identifyVerifiedUser(...).

Issue: Not receiving push notifications. Solution: Configure your app to receive push notifications and register your device with the DevRev SDK.

Issue: Encountering lags across the app. Solution: In the DevRev org, go to Settings > Session Replays > iOS Tab > General Settings Tab. Change the Video Quality to Low and the Screenshot Time Interval to >=800. If these settings are not available, raise a ticket with DevRev support.

Issue: Some of the sessions are missing from the portal. Solution: Sessions might not be ingested due to multiple reasons. Check the following:

• Session length is less than the Exclude sessions less than time configured in the org settings.
• The network bandwidth is insufficient for the files to be uploaded to the portal.
• The app was killed but never launched again in the next 48 hours.
• Session recordings were disabled for the app.
• Incorrect app id was provided in the DevRev.configure(...) method.
• Special characters in the session properties/events might lead to file corruption and eventually missed recording.