ENGAGE® Android SDK Troubleshooting

Common problems that may arise during ENGAGE SDK integration.

Why didn't my test call come through?

The portal uses a 3rd-party for sending test calls. Although rare, it is possible that the call might not come through. In this case, make sure a contact has been created on device with the proper name, number, and image. If the contact has been created, you can assume proper functionality when deployed in production.

Why are ENGAGE pushes not coming through?

The most common reason that ENGAGE pushes do not make it to the device is due to conflicts with Firebase. If the host app is using Firebase, make sure you refer to the steps from scenario 2 in the Common Integration Scenarios page .

If the Firebase setup has been double checked and verified or if the host app does not use Firebase, make sure the device is properly connected to the internet. If it is on WiFi, try testing it again on cellular data. If a VPN is enabled, try disabling and test again.

If none of the suggestions solve the issue, double check the device has given the proper permission. Without having received the permissions, ENGAGE functionality will be compromised.

Why aren't any SMS verification messages being received?

The most common reason for this issue is network connectivity. Make sure the device is properly connected to the internet. If it is on WiFi, try testing it again on cellular data. If a VPN is enabled, try disabling and test again.

Why does my device fail ENGAGE authentication?

Double check the ENGAGE verification type in your ENGAGE configuration file. It should be located at:

app/src/main/assets/enage-config.json

The pin verification type is rate-limited. It is possible that through development and testing, the limit has been reached and the platform is denying the request. Check the logs to verify that this is the case. To learn more about logging, refer to this page.

📘

NOTE

If you are still experiencing issues with integration, please reach out to First Orion. We are available to help determine and solve these issues for you.