Troubleshooting
Expected In-App Message Did Not Display
Most in-app message issues can be broken down into two main categories: delivery and display. To troubleshoot why an expected in-app message did not display on your device, you should first ensure that the in-app message was delivered to the device, then troubleshoot message display.
Impression or Click Analytics Aren’t Being Logged
If you have set an in-app message delegate to manually handle message display or click actions, you’ll need to manually log clicks and impressions on the in-app message.
Impressions Are Lower Than Expected
Triggers take time to sync to the device on session start, so there can be a race condition if users log an event or purchase right after they start a session. One potential workaround could be changing the campaign to trigger off of session start, then segmenting off of the intended event or purchase. Note that this would deliver the in-app message on the next session start after the event has occurred.
In-App Message Delivery
The SDK requests in-app messages from Braze’s servers on session start. To check if in-app messages are being delivered to your device, you’ll need to ensure that in-app messages are being both requested by the SDK and returned by Braze’s servers.
Check If Messages Are Requested and Returned
- Add yourself as a test user on the Dashboard.
- Set up an in-app message campaign targeted at your user.
- Ensure that a new session occurs in your application.
- Use the Event User Logs to check that your device is requesting in-app messages on session start. Find the SDK Request associated with your test user’s session start event.
- If your app was meant to request triggered In-App Messages, you should see
trigger
in the Requested Responses field under Response Data. - If your app was meant to request Original In-App Messages, you should see
in_app
in the Requested Responses field under Response Data.
- If your app was meant to request triggered In-App Messages, you should see
- Use the Event User Logs to check if the correct in-app messages are being returned in the Response Data.
Troubleshoot Messages Not Being Requested
If your in-app messages are not being requested, your app might not be tracking sessions correctly, as in-app messages are refreshed upon session start. Also be sure that your app is actually starting a session based on your app’s session timeout semantics:
Troubleshoot Messages Not Being Returned
If your in-app messages are not being returned, you’re likely experiencing a campaign targeting issue:
- Your segment does not contain your user.
- Check your user’s Engagement tab to see if the correct segment appears under Segments.
- Your user has previously received the in-app message and was not re-eligible to receive it again.
- Check the campaign re-eligibility settings under the Delivery tab of the Campaign Composer and make sure the re-eligibility settings align with your testing setup.
- Your user hit the frequency cap for the campaign.
- Check the campaign frequency cap settings and make sure they align with your testing setup.
- If there was a control group on the campaign, your user may have fallen into the control group.
- You can check if this has happened by creating a segment with a “Received Campaign Variant” filter, where the campaign variant is set to “Control”, and checking if your user fell into that segment.
- When creating campaigns for integration testing purposes, make sure to opt-out of adding a control group.
In-App Message Display
If your app is successfully requesting and receiving in-app messages but they are not being shown, some device-side logic may be preventing display:
- Triggered in-app messages are rate-limited based on the minimum time interval between triggers, which defaults to 30 seconds.
- If you have set a delegate to customize in-app message handling, check your delegate to ensure it is not affecting in-app message display.
- Failed image downloads will prevent in-app messages with images from displaying. Image downloads will always fail if the
AppboyInAppMessageManager
is not registered properly. Check your device logs to ensure that image downloads are not failing. - If the device orientation did not match the orientation specified by the in-app message, the in-app message will not display. Make sure that your device is in the correct orientation.