Troubleshooting/Known Issues

Can I install an older version of the Helpshift SDK?

We recommend installing the latest SDK to keep up with newer OS updates and provide the best Helpshift experience for your end users. However, we understand there may be some limitations for your team that require you use an older build. We will continue to support a limited set of older SDK versions to provide […]

Where can I read about known SDK issues for devs?

Please see our list of known issues within our developer documentation based on your platform: iOS Android Unity for iOS Unity for Android Unity iOS Unity Android Xamarin iOS For additional assistance, please feel free to reach out via our contact page.

Why am I getting a “Built without full bitcode” crash on iOS?

If you get a crash with this error in the log on iOS for Unity, make sure the SDK is configured to support bitcode per our Bitcode support documentation. If you see this crash on a Native iOS app using Cocoapods, make sure the SDK is configured to support bitcode per our cocoapods documentation.

Why am I getting an “InstallException” error when calling Core.install on Android?

You may see the following exception when calling Core.install: Error:(54, 21) error: unreported exception InstallException; must be caught or declared to be thrown This is a reminder to ensure compile time safety so that the install is called with valid parameters. It serves as a warning to developers if there are invalid parameters so they […]

Why are my Android Push Notifications not working?

If you’re having issues with your Android Push Notifications, please review the following troubleshooting points. NOTE: Android push notifications behave differently than iOS push notifications when the app is open in the background. While in iOS, push notifications will appear as banners when the app is backgrounded, in Android, the notifications will populate in the […]

Why are my iOS Push Notifications not working?

If you are encountering difficulty with iOS push notifications, please review the following: First, review our developer documentation for configuring push notifications via Helpshift for iOS against your setup to ensure it’s built correctly. Next, review the detailed push notifications troubleshooting list in our developer documentation. Additionally, please be sure you’ve checked that Push notifications […]

Why are the PhoneGap and Corona SDKs no longer available?

In February 2017, we made the decision to discontinue support for our Corona and PhoneGap SDKs. Unfortunately, the resources needed to consistently maintain these SDKs are unjustified by customer adoption rates and a lack of demand. We have chosen instead to focus our efforts on our native SDKs. What does this mean? Helpshift will not […]

Why can’t I use Android 22 to compile my Unity project?

Our SDK will not be able to support compile SDK version 22, but you can set targetSDKVersion to 22 as long as compileSDKVersion is 23 or 24. The only thing that will be impacted is runtime permission handling 23 and above. Please see our developer documentation on app permissions and version requirements to better understand […]

Why do Agent email replies appear blank to people using the Yahoo Mail for Android app?

The Yahoo Mail for Android app doesn’t render Helpshift emails properly. The Agent reply is sent correctly from Helpshift’s end, but renders in the email client as an empty space. Users of this app will see the Agent’s text reply only after scrolling horizontally. We have verified that this error does not occur on Gmail’s Android […]

Why do I get a popup asking for keychain permissions when I open my Mac app?

If you’re hosting your Mac app on the App Store, you can follow the steps in this Apple support article to disable this permissions question. If you are hosting the app on a platform like Steam, on which the app is unsigned, the app will request permission only on the first launch. It won’t ask […]

Why does my iOS app crash when users try to attach an image?

There are two reasons why an app crash can occur on iOS when users tap the ‘attach’ icon in their support chat. 1. (iOS 6+) The Helpshift SDK uses UIImagePickerController, which supports portrait mode only. This means if the interface orientations supported by your application do not include portrait mask, then while choosing a screenshot […]

Why does my multi-process Android app crash with a “java.lang.IllegalStateException”?

Does your your application use the Helpshift SDK in two different processes? Do you initialize the Helpshift SDK in both processes? In a multi-process android app (, the Application.onCreate() is called for every process. Any code in Application.onCreate() is called for all processes that the app starts. Hence, it will create separate objects for each […]

Why does the iOS App Store say my app supports more languages than it does?

When building your project, you’ll only want to add which languages you need, or else all of them will be displayed as supported on the App Store. Please see our developer documentation for iOS regarding this issue. If using our native iOS SDK, you’ll want to manually locate your HSLocalization folder in your project and […]

Why don’t I see push notifications on Android when the app is backgrounded?

Android push notifications behave differently than iOS push notifications when the app is open in the background. While in iOS, push notifications will appear as banners when the app is backgrounded, in Android, the notifications will populate in the “drawer” but not show a banner. The more technical explanation for this Android feature is that […]

Why is my iOS app throwing a “network connection” error message when users try to load FAQs?

This type of error is often caused by incorrect API keys or an incorrect App ID. Please review the following documentation to confirm that you have correctly set up the showFAQ API: For more general information on API keys, review this documentation: This error will also appear if the device has no internet […]

Why is the Windows 10 beta SDK no longer available?

Effective July 3rd, 2018, Helpshift has made the decision to discontinue support for our Windows 10 beta SDK. Since the release of the Windows 10 beta SDK, we have seen low adoption rates and an overall lack of demand. For these reasons, we have chosen to discontinue this beta SDK. What does this mean? On […]