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[Android][Intercom SDK - 15.9.0] PdfRender crash

  • July 29, 2024
  • 7 replies
  • 276 views
C

I want to report an issue we have encountered with the Intercom SDK on Android. When a user attempts to open a password-protected PDF sent by the support team, the application crashes with the following error:

Fatal Exception: java.lang.SecurityException: password required or incorrect password
       at android.graphics.pdf.PdfRenderer.nativeCreate(PdfRenderer.java)
       at android.graphics.pdf.PdfRenderer.<init>(PdfRenderer.java:172)
       at io.intercom.android.sdk.ui.preview.ui.PreviewUriKt$loadFilesAsBitmaps$1.invokeSuspend(PreviewUri.kt:269)
       at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:33)
       at kotlinx.coroutines.DispatchedTask.run(DispatchedTask.kt:104)
       at androidx.compose.ui.platform.AndroidUiDispatcher.performTrampolineDispatch(AndroidUiDispatcher.android.kt:81)
       at androidx.compose.ui.platform.AndroidUiDispatcher.access$setScheduledFrameDispatch$p(AndroidUiDispatcher.android.kt:41)
       at androidx.compose.ui.platform.AndroidUiDispatcher.access$performTrampolineDispatch(AndroidUiDispatcher.android.kt:41)
       at androidx.compose.ui.platform.AndroidUiDispatcher$dispatchCallback$1.run(AndroidUiDispatcher.android.kt:57)
       at android.os.Handler.handleCallback(Handler.java:958)
       at android.os.Handler.dispatchMessage(Handler.java:99)
       at android.os.Looper.loopOnce(Looper.java:230)
       at android.os.Looper.loop(Looper.java:319)
       at android.app.ActivityThread.main(ActivityThread.java:8919)
       at java.lang.reflect.Method.invoke(Method.java)
       at com.android.internal.os.RuntimeInit$MethodAndArgsCaller.run(RuntimeInit.java:578)
       at com.android.internal.os.ZygoteInit.main(ZygoteInit.java:1103)

This issue occurs specifically when trying to open a password-protected PDF file.

Intercom SDK version: 15.9.0

I would appreciate your investigating this issue and providing a fix or workaround. Please let me know if you need any additional information or logs, and I will be happy to provide them.

Best answer by Emilygav

Hey ​@Stuart Foulston! 

 

Version 15.13.0 is quite an old version of the Android SDK, we are currently on 17.1.1. Could you try and update to a newer version to see if this issue has since been resolved? We don’t always mention every fix in the release notes so this may have since been released.

 

Can you try updating and if you continue to have issues it might be a good idea to write into our team directly for further assistance ☺️

7 replies

mateusz.leszkiewicz
Intercom Team
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Hi It’s Mat from the Support Engineering Team 😀

Can you please upgrade your SDK to the latest version 15.10.1 and check if that does the trick please?

Mateusz Leszkiewicz | Technical Support Engineer
C
  • Cristi Constantin
  • Author
  • New Participant
  • 2 replies
  • August 7, 2024

Hi @mateusz.leszkiewicz, I updated to version 15.10.1 but the application still crashes.

java.lang.SecurityException: password required or incorrect password
	at android.graphics.pdf.PdfRenderer.nativeCreate(Native Method)
	at android.graphics.pdf.PdfRenderer.<init>(PdfRenderer.java:172)
	at io.intercom.android.sdk.ui.preview.ui.PreviewUriKt$loadFilesAsBitmaps$1.invokeSuspend(PreviewUri.kt:269)
	at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:33)
	at kotlinx.coroutines.DispatchedTask.run(DispatchedTask.kt:104)
	at androidx.compose.ui.platform.AndroidUiDispatcher.performTrampolineDispatch(AndroidUiDispatcher.android.kt:81)
	at androidx.compose.ui.platform.AndroidUiDispatcher.access$performTrampolineDispatch(AndroidUiDispatcher.android.kt:41)
	at androidx.compose.ui.platform.AndroidUiDispatcher$dispatchCallback$1.run(AndroidUiDispatcher.android.kt:57)
	at android.os.Handler.handleCallback(Handler.java:958)
	at android.os.Handler.dispatchMessage(Handler.java:99)
	at android.os.Looper.loopOnce(Looper.java:205)
	at android.os.Looper.loop(Looper.java:294)
	at android.app.ActivityThread.main(ActivityThread.java:8177)
	at java.lang.reflect.Method.invoke(Native Method)
	at com.android.internal.os.RuntimeInit$MethodAndArgsCaller.run(RuntimeInit.java:552)
	at com.android.internal.os.ZygoteInit.main(ZygoteInit.java:971)
	Suppressed: kotlinx.coroutines.internal.DiagnosticCoroutineContextException: [androidx.compose.ui.platform.MotionDurationScaleImpl@5076c91, androidx.compose.runtime.BroadcastFrameClock@6397f6, StandaloneCoroutine{Cancelling}@f8d7f7, AndroidUiDispatcher@bcb6664]

 

mateusz.leszkiewicz
Intercom Team
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Hi there,

I’ve created an Intercom conversation for you. Our engineers will take over from here to investigate the issue, please continue this thread there.

Mateusz Leszkiewicz | Technical Support Engineer
C
  • Cristi Constantin
  • Author
  • New Participant
  • 2 replies
  • September 6, 2024

Hi, any news here?

mateusz.leszkiewicz
Intercom Team
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​@Cristi Constantin 

I can see that your issue has been picked up by Jacques and resolved already.

Mateusz Leszkiewicz | Technical Support Engineer
Stuart Foulston
  • Stuart Foulston
  • New Participant
  • 1 reply
  • September 9, 2025

Hi, we are still experiencing this issue in SDK version 15.13.0:

Fatal Exception: java.lang.SecurityException: Password required to access document
       at android.graphics.pdf.PdfProcessor.create(PdfProcessor.java:145)
       at android.graphics.pdf.PdfRenderer.<init>(PdfRenderer.java:197)
       at io.intercom.android.sdk.ui.preview.ui.PreviewUriKt$loadFilesAsBitmaps$1.invokeSuspend(PreviewUri.kt:269)
       at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:33)
       at kotlinx.coroutines.DispatchedTask.run(DispatchedTask.kt:104)
       at androidx.compose.ui.platform.AndroidUiDispatcher.performTrampolineDispatch(AndroidUiDispatcher.android.kt:81)
       at androidx.compose.ui.platform.AndroidUiDispatcher.access$setScheduledFrameDispatch$p(AndroidUiDispatcher.android.kt:41)
       at androidx.compose.ui.platform.AndroidUiDispatcher.access$performTrampolineDispatch(AndroidUiDispatcher.android.kt:41)
       at androidx.compose.ui.platform.AndroidUiDispatcher$dispatchCallback$1.run(AndroidUiDispatcher.android.kt:57)
       at android.os.Handler.handleCallback(Handler.java:995)
       at android.os.Handler.dispatchMessage(Handler.java:103)
       at android.os.Looper.loopOnce(Looper.java:248)
       at android.os.Looper.loop(Looper.java:338)
       at android.app.ActivityThread.main(ActivityThread.java:9067)
       at java.lang.reflect.Method.invoke(Method.java)
       at com.android.internal.os.RuntimeInit$MethodAndArgsCaller.run(RuntimeInit.java:593)
       at com.android.internal.os.ZygoteInit.main(ZygoteInit.java:932)

I can’t see any mention of a fix for this in the release notes since this version.

Emilygav
Intercom Team
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  • EmilygavIntercom Team
  • Intercom Team
  • 161 replies
  • Answer
  • September 26, 2025

Hey ​@Stuart Foulston! 

 

Version 15.13.0 is quite an old version of the Android SDK, we are currently on 17.1.1. Could you try and update to a newer version to see if this issue has since been resolved? We don’t always mention every fix in the release notes so this may have since been released.

 

Can you try updating and if you continue to have issues it might be a good idea to write into our team directly for further assistance ☺️


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