FAQs and Troubleshooting

We're getting an infinity loop between Shake SDK and Firebase Messaging

The fix is simple, just add a 3-second timeout before calling Shake.start.

Written by Petra Gluhak
Updated over a week ago

When trying to integrate Shake with Jira field mappings you're getting an error

Please use "Fill the Description"

Written by Petra Gluhak
Updated over a week ago

Two-way sync with Jira works, but only some of our tickets are closing on the Shake Dashboard

Your Jira administrator needs to change the Category of the desired Status to "Done".

Written by Petra Gluhak
Updated over a week ago

I did not receive an email notification after a new ticket arrived to our Shake dashboard

There are 3 reasons for that.

Written by Peter Simic
Updated over a week ago

Can we block sensitive data (PII) on screen recordings?

Sensitive data redaction applies only on raw data and screenshots, not the video recordings.

Written by Peter Simic
Updated over a week ago

Our integration appears to have stopped working and I'm getting the "A hiccup happened" message

The 3rd party tool you use is probably temporarily unavailable.

Written by Petra Gluhak
Updated over a week ago

The billing form doesn't allow me to put an alphanumeric ZIP code

The solution is simple — just leave it empty.

Written by Petra Gluhak
Updated over a week ago

I've entered a Shake workspace but it's empty

I'm trying to join my colleagues, where are they?

Written by Peter Simic
Updated over a week ago

An integration with Jira works, but the screenshot and other files aren't attached

Please tweak file upload permissions in your Jira project.

Written by Peter Simic
Updated over a week ago

Shake.handleError not visible

The method has mistakenly been left as an internal one, hiding it from the public interface.

Written by Mark Stewart
Updated over a week ago

AppStoreConnect submission is failing with the "ERROR ITMS-90035 Invalid Signature"

Manually delete the upload-symbols.sh file located in the Shake.framework/ directory before archiving.

Written by Mark Stewart
Updated over a week ago

Shake Crash works on the device, but I never see a crash report on the Shake web Dashboard

The solution is to upload missing dSYMs.

Written by Peter Simic
Updated over a week ago

I can't sign in with Google

Definitely look into your browser, cookie, cache or other settings.

Written by Mark Stewart
Updated over a week ago

Our builds using Shake are failing with a status code 403 Forbidden

The fix is simple, upgrade your SDK to its latest version.

Written by Peter Simic
Updated over a week ago

I'm using Flutter and the screenshots are empty black rectangles on Android 6

Am I missing something?

Written by Peter Simic
Updated over a week ago

I know of a few reports from my users (or testers) that never came through

Although they've seen the "Success" message on their device.

Written by Branimir Hrzenjak
Updated over a week ago

I'm getting the "CocoaPods could not find compatible versions for pod Shake" message

Just update the iOS version in your Podfile.

Written by Mark Stewart
Updated over a week ago

One or more new apps were created in our workspace, but we don't know where they were created from

Usually, someone from your team did it inadvertently.

Written by Branimir Hrzenjak
Updated over a week ago

We think Shake is the cause of our app crashing

That's extremely rare so please tell us more — we will carefully investigate every crash.

Written by Branimir Hrzenjak
Updated over a week ago

Is there a way to listen for the "Shake invoked" event, so we can trigger another event (analytics for example) at that moment?

There is no such listener but you can achieve the same thing using a different approach.

Written by Petra Gluhak
Updated over a week ago

The console says "Fetching access token failed - HTTP 401 UNAUTHORIZED"

Nothing to worry about, you've pasted something incorrectly.

Written by Peter Simic
Updated over a week ago

I am getting the "CocoaPods could not find compatible versions" error

Please make sure that your app meets Shake SDK minimum requirements.

Written by Mark Stewart
Updated over a week ago

App Transport SPM issue

Can't deploy your app on AppStore / TestFlight, and you are using SwiftPackageManager

Written by Mark Stewart
Updated over a week ago

Our Slack integration appears to have stopped working

No worries, it's probably because someone from your team renamed the Slack channel.

Written by Mark Stewart
Updated over a week ago

Does Shake support unejected Expo apps?

No, Shake can't be run with the Expo managed workflow.

Written by Mark Stewart
Updated over a week ago

I am getting an AAPT error while trying to build an app

Verify that compileSdkVersion is correctly set in the app build.gradle file.

Written by Mark Stewart
Updated over a week ago

Tickets aren't arriving • Dashboard is white and doesn't work • Can't access Dashboard • Dashboard status page

Does it look like Shake is down and the tickets are not shown?

Written by Petra Gluhak
Updated over a week ago

I don't see the logs of my app in the console

Your internet access is moderated or blocked.

Written by Peter Simic
Updated over a week ago

I’m having trouble integrating Shake with my Jira project — it connects fine but Jira doesn't accept tickets

Solutions to common Jira integration issues.

Written by Branimir Hrzenjak
Updated over a week ago

I keep getting an error when trying to configure my React Native project

Solutions to common problems when building your project with Shake.

Written by Branimir Hrzenjak
Updated over a week ago

I don't see a forwarded report in Jira

If the report isn't appearing in Jira, follow these steps to troubleshoot the issue.

Written by Branimir Hrzenjak
Updated over a week ago

Can I forward only some bugs to Jira?

Bugs can be forwarded to Jira by hand.

Written by Branimir Hrzenjak
Updated over a week ago

I don't see my new app on Dashboard

You have now installed the SDK but still don't see your app on Dashboard.

Written by Mark Stewart
Updated over a week ago

I don't see a reported bug on my Dashboard

Nothing to worry about, your bug is definitely on its way.

Written by Peter Simic
Updated over a week ago

Does Shake SDK require a specific ProGuard version?

Yes, ProGuard version 6.0 or newer is required.

Written by Branimir Hrzenjak
Updated over a week ago

Can Shake capture ExoPlayer's content?

Yes, you can see the media player's content on bug screenshots you receive.

Written by Branimir Hrzenjak
Updated over a week ago

I can't build an app with the Xcode when using Shake

Update your Xcode to the latest version.

Written by Peter Simic
Updated over a week ago

Can I change my email notification preferences?

How to turn various notification types on or off.

Written by Branimir Hrzenjak
Updated over a week ago

Are the timestamps in bugs shown in my or user's timezone?

Where do timestamps appear and what do they mean.

Written by Branimir Hrzenjak
Updated over a week ago

Copy a direct link to a bug

Every bug has its unique and persistent URL.

Written by Branimir Hrzenjak
Updated over a week ago

Why is bug reporting disabled to me?

You're trying to report a bug but you can't.

Written by Mark Stewart
Updated over a week ago

Turn off email notifications for bugs in specific apps

In other words, follow some apps and unfollow others.

Written by Branimir Hrzenjak
Updated over a week ago

The "Report a bug" button is hidden behind an interface element

Workarounds for when app interface elements get in your way.

Written by Branimir Hrzenjak
Updated over a week ago

Why does a map look black on my bug report?

Some maps do indeed look black — the problem is not with your app.

Written by Petra Gluhak
Updated over a week ago