Messenger intermittently fails with "Somethings's gone wrong, content could not be loaded" (iOS and Android) | Community
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Hey everyone,

I'm running into a frustrating issue with the Intercom SDK (iOS and Android) and wondering if anyone has seen this before. 

Ever since switching to the Intercom SDK, I've noticed way fewer support requests coming in. At first I thought maybe that was a good thing, but then users started emailing me directly saying they can't access support through the app.

The error they're seeing is "something's gone wrong. Content could not be loaded" - both in the messenger and when trying to view help articles. I've attached a screenshot from one Android user. The weird thing is that if they sign out and back in, it starts working again temporarily.

I initially suspected JWT validation issues, so I disabled that completely for both iOS and Android, but the problem persists. When I contacted support about this, they suggested it might be network issues, but that doesn't make sense to me since signing out/in fixes it for that specific user.

The really annoying part is that the SDK doesn't seem to offer any way to detect or log these errors, so I have no idea how widespread this actually is in production.

Has anyone else run into this? I'm particularly wondering:

  • Is there a way to enable better error logging in the SDK?
  • What usually causes this specific error message?
  • Any programmatic way to refresh the connection when this happens?

Really need to get this sorted since users literally can't reach support when it breaks. 

Thanks!

 

I was just able to reproduce this in the Simulator. I do see a “Tried to fetch composer suggestions but there was a network error - HTTP Error: 400 bad request. “ in the logs. 

The simulator is able to reach internet just fine. Intercom.isUserLoggedIn returns true, but the call still fails. So I can’t even show the fallbackSupportServie I have implemented. 

 

 func showHelpCenter(from: UIViewController?) {   
        if(Intercom.isUserLoggedIn()){
            Intercom.present(.home)
        } else {
            fallbackSupportService.showHelpCenter(from: from)
        }
 }

 

It looks like all intercom operations fail with 400 bad request errors. I tried using the API to fetch help articles and got the following error

 

Intercom.fetchHelpCenterCollections { result in
    switch(result){
        case .success:
            //Intercom can now be used normally
        case .failure:
            //If there is a failiure here I can sign out from intercom, then
            // sign back in and the problem goes away
    }
}

Definitely looks like this is a bug in the SDK. Intercom.isLoggedIn returns true, suggesting that everything is ok. But all functions fail with 400 bad request. The various Intercom.present functions has no error reporting, but I can use the SDK to fetch helpcenter collection. If those fails, then I can sign out of Intercom, sign back in and the problem goes away. 

Are there any better ways to solve this?

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