Skip to main content

Unable to upload pictures on Android devices

  • January 28, 2025
  • 1 reply
  • 31 views

Failed Tested Devices: Samsung s21, Samsung s23.

Succeed Tested Devices: Google Pixel 8 Pro, Samsung M33.
I have an issue that users can’t upload pictures on some Android devices. This issue also occurs on Intercom official sample project. All dependencies are up-to-date.
Recreation flow: allow storage permission → choose picture → click send → nothing was sent.
Also observed the logs on failed and Succeed devices: didn’t find anything strange...

Pinned reply

February 14, 2025

Hey there ​@Vlad Topolnyk! Emily here from Support Engineering at Intercom 👋🏼
 

It seems that thus issue may be related to permissions. For Android devices, ensure that the app has the correct permissions to access storage. Newer versions of Android require explicit permission for file and image access, and if denied, users must manually enable it in app settings.

Additionally, if the issue persists even with permissions granted, it might be related to how the app handles image uploads from the camera directly. This has been noted as a potential issue in some cases, where images can be uploaded from the gallery but not directly from the camera - is this what you are replicating? Or are the pictures from a camera roll?

Ensure that the app's code includes the necessary permissions as outlined in the Intercom Android SDK documentation: Intercom Android Permissions 👈🏼 

1 reply

Emilygav
Intercom Team
Forum|alt.badge.img+3
  • Intercom Team
  • 82 replies
  • February 14, 2025
Pinned reply

Hey there ​@Vlad Topolnyk! Emily here from Support Engineering at Intercom 👋🏼
 

It seems that thus issue may be related to permissions. For Android devices, ensure that the app has the correct permissions to access storage. Newer versions of Android require explicit permission for file and image access, and if denied, users must manually enable it in app settings.

Additionally, if the issue persists even with permissions granted, it might be related to how the app handles image uploads from the camera directly. This has been noted as a potential issue in some cases, where images can be uploaded from the gallery but not directly from the camera - is this what you are replicating? Or are the pictures from a camera roll?

Ensure that the app's code includes the necessary permissions as outlined in the Intercom Android SDK documentation: Intercom Android Permissions 👈🏼 


Reply


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings