Getting support

If you experience a bug or crash that you believe is related to Talkdesk SDK, please let us know.

You can use the following channels to report your issue:

We aim to have a fast turnaround time on issues. In order to help us fix the bugs in a more efficient way please make sure you are using the latest Xcode and SDK versions. If you are not, please do update and validate that the issue is still present in the latest version before submitting a report.

Please remember that an SDK is an entirely different creature than an application, as it is designed to operate efficiently in different scenarios and respond to distinct use-cases. As such, and despite our efforts to develop using best practices and testing heavily, there might be hidden edge cases.

We suggest the following report approaches for the different types of issues:

API Issues

Should you find that the SDK APIs are misbehaving, we advise you to isolate the issue in a small sample project. In the interest of making the fix faster, the sample should build and run with minimal intervention from our part. You can host the project in a GitHub repo or just send us a file sharing service link (Dropbox, Box, etc). Please provide us with any necessary credentials to access the app or feature.

Crashes

If you need to symbolicate the crash log files you need to use the .dSYM file. At the moment, CocoaPods does not support the distribuition of .dSYM files. You can contact us and we can send you the .dSYM file for your SDK version.

Please refer to Apple’s excellent Tech Note on Understanding and Analyzing Application Crash Reports.

The following sub-sections provide help on how you can make your crash logs available to us depending on their source.

Local devices

Crash logs from local devices can be seen by connecting the device to the computer and inspecting them using Xcode. For that, go to Windows > Devices and choose your device from the list on the left pane.

View device logs

After that, press the **View Device Logs** button on the right-hand pane. On the new screen you can pick the log you want to inspect by selecting it from the left-hand pane. The content will be shown on the right-hand pane. Right-click the log to export it.

Export log

The exported log file can be sent to us.

iTunes Connect

You can download the crash reports collected by iTunes Connect directly from the web site. Alternatively you can download them through Xcode and then send us the files. To do it in Xcode, open the Organizer (Window > Organizer):

Organizer crashes

Select the **Crashes** button and then export the appropriate crash report.

Xcode

If you face any issue during development you can simply use lldb to print the stack traces. You can then include the stack traces in your issue report. To print the stack traces in lldb, set a break point and use the bt command. You can also do this when the app crashes.

See other useful lldb commands here.

Third-party crash reporting services

If you use a third-party crash reporting service (HockeyApp/Crashlytics) you can also fetch your crash reports from there. Please consult your provider’s documentation to know how to obtain the crash report.

Screencasting iOS devices

In case you need to include video to demonstrate some unexpected behaviour, you can use QuickTime to record the screen of the device. You can find detailed instructions here. You can include the screencast in your issue report or, if it is too big, include a link to hosted content in a a file sharing service (Dropbox, Box, etc).