Connection failed on iOS

[amserhii11]

On android it works fine. But when I send message from iOS I can't get it on Zendesk and got this:

1. Last message can't be sent
2. After relaunch the bot we got "connection failed"

And can't retry connection. Any ideas?

[amserhii11]

@fbartho Hi! Do you know what's the problem with it?
RN 0.63.1 Lib 0.4.1-beta.7

[fbartho]

I just verified that it’s working fine for our company as of 10:30am California.

Is it possible this was a transient outage on Zendesk’s side, maybe due to the weather emergency in Texas? Or have you verified that live chat works on your website’s zendesk integration?

[amserhii11]

@fbartho Hi. Sorry for the answer long. I have verified that live chat works on android properly. This issue only on iOS. I just can't get my messages on the Zendesk console. May it be my mistakes with zen desk configuration. Could I be missing something in the settings of chat ?

[amserhii11]

@fbartho I just use only Zendesk Account Key without AppID. May it be the reason?

[fpena]

I have this issue also. Using both account key and app id.

[amserhii11]

@fpena did you fix it?

[fpena]

@fpena did you fix it?

For me it was just an error in the account key.

[amserhii11]

@fpena What is the problem with it? Did not you configure the app in zendesk? Or just a mistake with a key? Because I still have it not fixed.

[fpena]

@fpena What is the problem with it? Did not you configure the app in zendesk? Or just a mistake with a key? Because I still have it not fixed.

Mistake in the key.

[rahulmr-rently]

Without appID will this work ? I am still getting this issue and keys are correct here

[amserhii11]

@rahulmr-rently For me, it not works with appID as well.

[jamie78]

Facing same problem. This is probably zendesk issue. I have 2 accounts. One is working just fine and the other is not working on iOS. Just not connect to Zendesk.

[amserhii11]

@jamie78 Could you compare these 2 accounts? May it be problems with configuration Zendesk account? Do you use appID ? Because I tried with appID and w/o both and it still not works for me.

[amserhii11]

@fpena Is it require to have PEM file in app configuration? I can't find info about it. May it be a problem with it?

[fpena]

@fpena Is it require to have PEM file in app configuration? I can't find info about it. May it be a problem with it?

Not really. In order for me to work, was that I needed both account id and app id. All of this information can be seen with the Chat app in Zendesk.

[fpena]

Without appID will this work ? I am still getting this issue and keys are correct here

It didn't work for me without appId.

[amserhii11]

@fpena Thank you. I tried all solutions but it still not works. So sad.

[fpena]

@fpena Thank you. I tried all solutions but it still not works. So sad.

Did you create the app in the Chats section? Also, I'm assigning some data after initializing the instance. Like name, phone and email I think.

[amserhii11]

@fpena If you mean this one - I created it. Will try to assign data in 5 min.

[jamie78]

I don't think you need appId. This is just for push notifications. I think Zendesk is having some nice bugs there. Can you try to create new account on zendesk and try it?

[amserhii11]

@jamie78 I tried 2 accounts. Both results for iOS.

[amserhii11]

I tried to check it on Swift sample project and it works properly. So, I think problems in the library.

[amserhii11]

Ok, I just got some problems with init params. I found it by

`
- (BOOL)application:(UIApplication *)application didFinishLaunchingWithOptions:(NSDictionary *)launchOptions
{
  #if DEBUG
    ZDKChatLogger.isEnabled = YES;
  #endif
 
    ... 
  
  return YES;
}
`

Fixed. Thanks all for helping.

[jamie78]

@amserhii11 what exactly was wrong? :)

[Giosanu]

@amserhii11 hey, can you give more details on your fix? I seem to be having the same problem (even thou two days ago it worked fine.. and I did nothing). Thanks!

[fbartho]

If you didn't change anything @Giosanu -- I would reach out to your Zendesk customer support representative. Maybe it's a known issue on their side!

[amserhii11]

For me it was a problem was in "Department" options. I am not sure why it happened, but I just change the department and now it works fine.

[ManishaMShetty]

@fbartho Is this issue fixed ? I too facing the same issue with iOS device after upgrading RN to 0.63.1. This is working fine with lower version of RN version. This issue started after RN is updated to 0.63.1

[jamie78]

Hey, I was able to fix this issue by not using those lines:

    tags: ['Not-working'],
    department: 'Not working',

Pls check last message to see which issue I was exactly facing, here: https://support.zendesk.com/hc/en-us/community/posts/1500000092482-Connection-error-chat-SDK-iOS-Flutter

[shawnFallon]

@jamie78 Thanks, I was racking my brain all last night! Removed the department and it all started working