Content could not be loaded

Question

We have recently implemented the SDK in our iOS app. Everything works fine but some users report that content can not be loaded? Not sure what is causing this?

amelagrano · Accepted Answer

I had seen this as well in our app, and it turned out to be caused by issues creating Intercom sessions for users (even the anonymous ones). Without a valid ‘user session,’ the whole SDK seems to fail without clear error messages.I was able to debug things locally by setting up a proxy (Proxyman was the tool I’d used, see steps here), choosing to decrypt the HTTP calls being made from the simulator to our Intercom workspace’s domain (right click, then “Enable SSL Proxying”), and inspecting the request payload and response objects. Even if your root issue is not related to those Intercom sessions like mine were, this would likely reveal the error messages their servers are sending back to your app that cause the error screen.If you aren’t able to reproduce this locally, an error monitoring tool like Sentry might be able to capture someinformation on those errors and give you something to work with!

sipersso · Answer

I am also seeing this. Getting really worried since I have been switching from another support tool and I am now seeing drastically reduced support volumes. Sometimes people reach out to my email instead showing me this exact screenshot. I have disabled JWT authentication for now. I only show this if the user has been signed in. ​@Richard Versluis​@amelagranodid you figure out what caused this and what to do about it? I have reached out to intercom support, but they haven’t been able to help so far.

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