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Images not completing loading on iOS SDK messaging

  • 1.  Images not completing loading on iOS SDK messaging

    Posted 06-05-2025 18:38

    Fogmeister | 2024-10-31 14:47:09 UTC | #1

    We're implementing the iOS SDK in our app and it is configured to show an image when the chat starts.

    When the chat opens it shows a placeholder for the image with a spinner. But it seems there is a bug around this. If you don't do anything the spinner just stays there endlessly and never completes and shows the image.

    If you then close the chat and reopen it the image is shown immediately.

    So it looks like the image has finished downloading correctly but the iOS app doesn't recognise this and doesn't update the UI.

    Is there something we can do to sort this?

    Thanks

    tamasi878 | 2024-10-31 15:32:21 UTC | #2

    Hi Fogmeister,

    It is a strange behaviour indeed. I raise this to the team, and we will fix it. I will update you about the status.

    Can you please provide information:

    • which release version are you using?
    • the 'configured to start with image' means conversation autostart, starting with image attachment?

    Thank you.

    Fogmeister | 2024-10-31 15:45:14 UTC | #3

    Hey @tamasi878

    The GenesysCloud sdk is the one from here...

    https://genesysdx.jfrog.io/artifactory/genesys-cloud-ios.prod/GenesysCloud/GenesysCloud_version_t1.10.1_commit_755e8ab3dc1e53022111d4218059d689966fb237.zip

    And yes, I believe that's right although I'm not familiar with the "back end" set up.

    Essentially when you tap "Start new" it shows a couple of messages some debugging ones, then a welcome message, and a welcome image with some branding on it etc... That all appears before it shows the list of buttons for the customer to tap for a conversation.

    Thanks

    tamasi878 | 2024-10-31 16:39:18 UTC | #4

    Thanks for the information. Can you please copy the log messages from the debug console and copy them into a file and attache it here? It would be a great help for us. Thank you.

    Fogmeister | 2024-10-31 16:46:46 UTC | #5

    Will do, thanks

    Fogmeister | 2024-11-01 12:19:07 UTC | #7

    Hi @tamasi878

    Here are the logs. There are two files...

    1. The logs from tapping "Start New" and seeing that the image has not completed downloading.
    2. The logs from opening the chat again and seeing the image load instantly.

    [StartingNewConversation.json

    attachment](upload://y6EAvs3vI0zSKPwdsIpbIoHsBqT.json) (18.7 KB)

    [ReopeningConversation.json

    attachment](upload://wvvflGT6uS98KCXgvept5Zn97mH.json) (9.0 KB)

    Oh... I had to rename them .json to get past the file filter. They're just text files.

    Fogmeister | 2024-11-01 13:08:02 UTC | #8

    @tamasi878

    An update on this...

    I started exploring after looking at the logs and the image was like 750kb in size. I compacted it down to 150kb and it works fine now. :+1:

    Maybe something to look out for in the future though.

    Thanks

    tamasi878 | 2024-11-04 11:47:18 UTC | #9

    Thank you for the logs @Fogmeister. I attached it to our ticket, we for sure will investigate the issue.

    system | 2024-12-04 11:47:29 UTC | #10

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 30142



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