Intercom SDK Android Not Working, Crashing and Not Loading Everywhere | Community
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Intercom SDK Android Not Working, Crashing and Not Loading Everywhere

  • October 27, 2025
  • 8 replies
  • 161 views
Z

We are using Intercom React Native 7.1.0 (Intercom Android 15.8.+) with iOS working fine except for Android. and it keeps crashing.

“Something Went Wrong”

“Content Cannot Be Loaded”

This has been happening for a long time, this doesn’t happen on iOS or the Web.

I have tried this solution:

We already have this option enabled, and still doesn’t work.

I don’t know what is causing this issue as we already have loginUserWithAttributes() in our app and iOS is not breaking with this error message either.

We use it like this in our code:

await Intercom.setUserHash(user_hash);

await Intercom.loginUserWithUserAttributes({
     email: user_email,
      userId: uid,
});

We want to support lower versions of users on iOS and Android so upgrading is a not an option.

Is there a way we can resolve this.

November 25, 2025

​@Matias Tebele  I don’t know if this is the same thing as us but Intercom on Android is completely broken and is now a non functioning product / SDK.

 

We didn’t change anything on our side and everything on Android just started breaking with “Something Went Wrong”

 

​@Matias Tebele Are you seeing the same message? as I am?

 

Please take a look at this: ​@Paul D ​@Jacques Reynolds 

Solved! We had to add the following rules to our proguard file:

-keep class io.ably.** { *; }
-dontwarn io.ably.**
-keep class org.msgpack.** { *; }
-dontwarn org.msgpack.**
-keepclassmembers class * {
    @org.msgpack.** <fields>;
    @org.msgpack.** <methods>;
}

 

Thanks a lot! How did you figure that out? In our case our native Android app starting crashing because of Intercom all of a sudden today. Adding this was enough to fix it:

-keep class org.msgpack.** { *; }

But we also added this according to the documentation:

-keep class io.intercom.android.** { *; }
-keep class com.intercom.** { *; }

 

Our app started crashing suddenly. After conducting some research, we discovered that the crash was specific to Android and was caused by a missing msgpack class. Then we added it to the proguard rules to omit it, and it worked.

I reported it to the Intercom team, and today they released v17.3.1 with the fix.

 

It seems this fix is for the latest version of Intercom. Is it possible to backport this fix as it seems this requires upgrading to the latest version of React Native to use this fix which is not ideal for us.

Can this be looked into?

@Paul D ​@Jacques Reynolds

Hi ​@zackgao , we fixed it without upgrading the RN version.

Just update the implementation version on the android/app/build.gradle file as below:

 

8 replies

Z
  • zackgao
  • Author
  • New Participant
  • November 5, 2025

Can anyone help?

M
Forum|alt.badge.img+1

We have our React Native app on production using v8.5.0. Since two days ago (the exact date you released v9.3.2), it's been crashing on Android when users open the Intercom screen, with the following error:

Caused by java.lang.RuntimeException
java.lang.ClassNotFoundException: org.msgpack.core.buffer.MessageBufferU

It seems you broke something retroactively. I need your help, as the Intercom support on our production app has stopped working suddenly.

Thanks

Z
  • zackgao
  • Author
  • New Participant
  • November 8, 2025

​@Matias Tebele  I don’t know if this is the same thing as us but Intercom on Android is completely broken and is now a non functioning product / SDK.

 

We didn’t change anything on our side and everything on Android just started breaking with “Something Went Wrong”

 

​@Matias Tebele Are you seeing the same message? as I am?

 

Please take a look at this: ​@Paul D ​@Jacques Reynolds 

M
Forum|alt.badge.img+1

​@Matias Tebele  I don’t know if this is the same thing as us but Intercom on Android is completely broken and is now a non functioning product / SDK.

 

We didn’t change anything on our side and everything on Android just started breaking with “Something Went Wrong”

 

​@Matias Tebele Are you seeing the same message? as I am?

 

Please take a look at this: ​@Paul D ​@Jacques Reynolds 

Solved! We had to add the following rules to our proguard file:

-keep class io.ably.** { *; }
-dontwarn io.ably.**
-keep class org.msgpack.** { *; }
-dontwarn org.msgpack.**
-keepclassmembers class * {
    @org.msgpack.** <fields>;
    @org.msgpack.** <methods>;
}

 

mateusz.leszkiewicz
M

​@Matias Tebele  I don’t know if this is the same thing as us but Intercom on Android is completely broken and is now a non functioning product / SDK.

 

We didn’t change anything on our side and everything on Android just started breaking with “Something Went Wrong”

 

​@Matias Tebele Are you seeing the same message? as I am?

 

Please take a look at this: ​@Paul D ​@Jacques Reynolds 

Solved! We had to add the following rules to our proguard file:

-keep class io.ably.** { *; }
-dontwarn io.ably.**
-keep class org.msgpack.** { *; }
-dontwarn org.msgpack.**
-keepclassmembers class * {
    @org.msgpack.** <fields>;
    @org.msgpack.** <methods>;
}

 

Thanks a lot! How did you figure that out? In our case our native Android app started crashing because of Intercom all of a sudden today. Adding this was enough to fix it:

-keep class org.msgpack.** { *; }

But we also added this according to the documentation:

-keep class io.intercom.android.** { *; }
-keep class com.intercom.** { *; }

M
Forum|alt.badge.img+1

​@Matias Tebele  I don’t know if this is the same thing as us but Intercom on Android is completely broken and is now a non functioning product / SDK.

 

We didn’t change anything on our side and everything on Android just started breaking with “Something Went Wrong”

 

​@Matias Tebele Are you seeing the same message? as I am?

 

Please take a look at this: ​@Paul D ​@Jacques Reynolds 

Solved! We had to add the following rules to our proguard file:

-keep class io.ably.** { *; }
-dontwarn io.ably.**
-keep class org.msgpack.** { *; }
-dontwarn org.msgpack.**
-keepclassmembers class * {
    @org.msgpack.** <fields>;
    @org.msgpack.** <methods>;
}

 

Thanks a lot! How did you figure that out? In our case our native Android app starting crashing because of Intercom all of a sudden today. Adding this was enough to fix it:

-keep class org.msgpack.** { *; }

But we also added this according to the documentation:

-keep class io.intercom.android.** { *; }
-keep class com.intercom.** { *; }

 

Our app started crashing suddenly. After conducting some research, we discovered that the crash was specific to Android and was caused by a missing msgpack class. Then we added it to the proguard rules to omit it, and it worked.

I reported it to the Intercom team, and today they released v17.3.1 with the fix.

M
Z
  • zackgao
  • Author
  • New Participant
  • November 24, 2025

​@Matias Tebele  I don’t know if this is the same thing as us but Intercom on Android is completely broken and is now a non functioning product / SDK.

 

We didn’t change anything on our side and everything on Android just started breaking with “Something Went Wrong”

 

​@Matias Tebele Are you seeing the same message? as I am?

 

Please take a look at this: ​@Paul D ​@Jacques Reynolds 

Solved! We had to add the following rules to our proguard file:

-keep class io.ably.** { *; }
-dontwarn io.ably.**
-keep class org.msgpack.** { *; }
-dontwarn org.msgpack.**
-keepclassmembers class * {
    @org.msgpack.** <fields>;
    @org.msgpack.** <methods>;
}

 

Thanks a lot! How did you figure that out? In our case our native Android app starting crashing because of Intercom all of a sudden today. Adding this was enough to fix it:

-keep class org.msgpack.** { *; }

But we also added this according to the documentation:

-keep class io.intercom.android.** { *; }
-keep class com.intercom.** { *; }

 

Our app started crashing suddenly. After conducting some research, we discovered that the crash was specific to Android and was caused by a missing msgpack class. Then we added it to the proguard rules to omit it, and it worked.

I reported it to the Intercom team, and today they released v17.3.1 with the fix.

 

It seems this fix is for the latest version of Intercom. Is it possible to backport this fix as it seems this requires upgrading to the latest version of React Native to use this fix which is not ideal for us.

Can this be looked into?

@Paul D ​@Jacques Reynolds

M
Forum|alt.badge.img+1

​@Matias Tebele  I don’t know if this is the same thing as us but Intercom on Android is completely broken and is now a non functioning product / SDK.

 

We didn’t change anything on our side and everything on Android just started breaking with “Something Went Wrong”

 

​@Matias Tebele Are you seeing the same message? as I am?

 

Please take a look at this: ​@Paul D ​@Jacques Reynolds 

Solved! We had to add the following rules to our proguard file:

-keep class io.ably.** { *; }
-dontwarn io.ably.**
-keep class org.msgpack.** { *; }
-dontwarn org.msgpack.**
-keepclassmembers class * {
    @org.msgpack.** <fields>;
    @org.msgpack.** <methods>;
}

 

Thanks a lot! How did you figure that out? In our case our native Android app starting crashing because of Intercom all of a sudden today. Adding this was enough to fix it:

-keep class org.msgpack.** { *; }

But we also added this according to the documentation:

-keep class io.intercom.android.** { *; }
-keep class com.intercom.** { *; }

 

Our app started crashing suddenly. After conducting some research, we discovered that the crash was specific to Android and was caused by a missing msgpack class. Then we added it to the proguard rules to omit it, and it worked.

I reported it to the Intercom team, and today they released v17.3.1 with the fix.

 

It seems this fix is for the latest version of Intercom. Is it possible to backport this fix as it seems this requires upgrading to the latest version of React Native to use this fix which is not ideal for us.

Can this be looked into?

@Paul D ​@Jacques Reynolds

Hi ​@zackgao , we fixed it without upgrading the RN version.

Just update the implementation version on the android/app/build.gradle file as below:

 

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