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Troubleshooting Q&A

What if the SDK is not working?​

If you're having trouble with the SDK, you can enable internal logging. Set ShipBook.enableInnerLog(true) to true in the code; this will help track down the issue by providing logs from the SDK.

Why can't I see my logs in the console?​

  • Check Integration: Ensure you have initialized the SDK with the correct AppID and AppKey.
  • Check Internet: Verify the device has internet access.
  • Check Log Level: Ensure you are logging at a severity level that matches your viewing filter (e.g., if you log as 'Info', ensure you aren't filtering for 'Error' only).
  • Wait a moment: Logs are uploaded in batches; give it a few seconds or try the "Refresh" button in the Logbook.

How do I debug specific user issues?​

Use the User ID or Email search parameter in the Logbook to filter logs for that specific user. This shows you their session history and any errors they encountered.

Why am I not receiving Slack alerts?​

  • Verify that the Slack integration is properly configured in your Account Preferences.
  • Ensure the alert conditions (e.g., specific error severity) are met.

The logs are not showing the correct function name/line number?​

This can happen if you are using obfuscated code. To fix this add the following lines to your Proguard

   -keepattributes SourceFile,LineNumberTable        # Keep file names and line numbers.