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FAQ

Last Updated: Jun 28, 2021

How to check whether the client is connected correctly?

You can view local logs (Android/iOS) or Query logs in the console to check whether the client is connected correctly.

Why no data is visible in the console after the client is connected correctly?

Client logs are automatically reported to the log server only when certain conditions are met. For example, local logs reach a certain number or the app stays at backend for a certain period of time. To quickly view data during test, you can manually enable client logs to be forcibly reported immediately.

For more information, see Report logs manually - Android or Report logs manually - iOS.

Why are the event PV and UV invisible after an event is created in the console?

To view the event PV and UV, ensure that:

Why is the event UV always displayed as 0 after an event is created in the console?

Ensure that a user ID is set on the client. For more information, see User ID.

Why no data is displayed in the custom dashboard?

Perform the following steps to troubleshoot the issue:

  1. Check whether the log uploading switch is turned on. Log on to the mPaaS console, on the left navigation pane, click Mobile Analysis Service > Log management > Configure upload switch > Event tracking configuration to go to the log switch list page, and check if the log uploading switch is turned on for the specified tracking configuration. If not, just turn the switch on. For more information, see Switch configuration.
  2. Check whether the log that corresponds to the dashboard is uploaded to the server. In the console, click Log management > Query history logs to query history logs.

    • If the log that corresponds to the dashboard is found, it means the log has been uploaded. For more information, see Query history logs.
    • If the log that corresponds to the dashboard is not found, check whether the app has triggered log generation. Perform the following steps:

      1. Disconnect the mobile from network, and then trigger log generation.
      2. After the app switches to background, go to the local log directory to check whether the queried log exists.
        • iOS clients: The log is stored in the sandbox directory: Library > atrack > logs.
        • Android clients: The log is stored in /data/data/[PackageName]/files/mdap or /sdcard/Android/data/[PackageName]/files/mdap. The logging path varies depending on the release_type field in assets/channel.config. For more information, see View local logs.
      3. After the client generates logs, query history logs again to check whether the log is uploaded to the server.

        After the client generates logs, automatic log uploading is triggered only when the number of locally cached logs reaches the threshold. The threshold may vary depending on the log type. To facilitate debugging, you can go to the Mobile Analysis Service > Log management > Configure upload switch > Event tracking configuration page on the mPaaS console, and temporarily change the value of Upload quantity to 1. Namely, when the number of the logs of the current type in local files reaches 1, log uploading is triggered. After successful debugging, you can change the value to the previous value. For more information about triggering of log uploading, see Upload logs from Android client or Upload logs from iOS client.

  3. If still no history logs are uploaded to the server, check whether misoperations are performed during tracking configuration. For more information, see Add tracking logs - Android or Add tracking logs - iOS based on your log type. After you add the tracking logs by following the instructions, perform step 2 again to ensure that logs are uploaded.

  4. If logs are uploaded to the server but no data is displayed on the dashboard, check whether the log data format is correct.

    Compare the raw logs on the Query history logs tab with the tracking log model to check whether the log data format is correct. If the log data format is incorrect, modify the format based on the log models for different types of tracking.

  5. After you have performed the preceding steps and ensured that the logs in correct format have been uploaded to the server, but still no data is displayed on the dashboard, submit a ticket or contact mPaaS technical support group for help.

Why the iOS Crash logs in the mPaaS console are not symbolicated?

Crash logs on iOS clients can only be parsed by using the dSYM symbol file generated in Xcode.

The iOS crash statistics feature supports symbolicating crash logs. To use this feature in your app, you must upload the dSYM file on the Mobile Delivery Service > Release management page in the mPaaS console.