This article serves as a comprehensive guide for customers facing issues with Countly. It provides a thorough breakdown of common problems along with potential solutions to help you resolve them efficiently. Additionally, it highlights the necessary information to share with our support team for a more accurate and in-depth analysis.
If you are encountering different problems, whether concerning the Dashboard or Infrastructure, please refer to our documentation below:
SDK Integration Issues
This issue occurs when the SDKs are not correctly integrated into your application. Sometimes this can happen due to platform changes or SDK updates in case of breaking changes. This can lead to various potential issues, such as:
- Data collection issues— when the data collected by the SDK does not appear in the Countly dashboard, or when it appears in a wrong/unexpected way.
- Features not working as expected.
Validate the integration of SDKs
Thorough validation is crucial to ensuring the seamless functioning of integrated SDKs. The following steps verify that the SDK has been properly incorporated into your application.
Seek Solutions: SDK Integration Issues
When you encounter the previously described issues or observe that the integration is failing the validation check, please share integration-specific information with the support team.
Every SDK has its own configuration. Misconfiguration could lead to some subtle bugs or certain features not working.
For effective debugging on the SDK side, the SDK team needs to know the full context of the integration and the circumstances under which the problem occurred. That includes the following information:
| Required Information | Description/Example |
| SDK Name | Android, Web, Flutter, Java, etc. |
| SDK Version | v22.02.5, etc. |
| Target Platform | What target platform was the problem observed on? Some SDKs can be run on multiple platforms; therefore, differentiation is important. |
| Project Type / Framework |
What type of project and framework was the SDK integrated into? Some SDKs can be used in mobile apps, servers, and front-end applications. For cases like .NET apps, there can even be multiple ways to create apps of all types. |
| Steps to Reproduce (if reproducible) |
Is it possible to reproduce the issue, or does it appear rarely or intermittently? If it is reproducible, please describe the steps or example code needed to reproduce the issue. |
| Expected vs Observed Behavior | What you expected to happen vs. what actually occurred. |
| SDK Logs | Collect the SDK logs from the start of the SDK initialization until the observed event occurs. For more information on where to find the SDK logs, please check our guide here. |
Depending on the bug or issue, some or all of the following can be required:
| Required Information | Description/Example |
|
SDK Initialization Code |
Code snippet where the SDK is initialized. |
| Device ID Management | Information on how device ID is managed. |
| Login / Logout Handling | Information on how you handle login/logout in your application. |
| Custom SDK Integration Code | Please share the relevant code snippet if you have a custom class for the Countly integration |