Troubleshooting

Troubleshooting

Troubleshooting Scenarios

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

1. Add yourself as a test user on the Dashboard.
2. Set up an in-app message campaign targeted at your user.
3. Ensure that a new session occurs in your application.
4. 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.
5. 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.