Troubleshoot SharinPix Mobile App Common Issues
Common SharinPix Mobile App Issues
The most common SharinPix mobile app issues are:
- Photos captured on the app are not available on the Salesforce record.
- Upload tokens used are invalid or wrongly configured.
The subsections below explain the above in more detail.
1. Photos captured on the app are not available on Salesforce
If you cannot find the photos captured on the SharinPix mobile app on the Salesforce record, it can be due to one of the following:
- The upload token used is invalid or does not contain the right data. For more information on how to debug such tokens, please refer to the section - Upload tokens used are invalid or wrongly configured.
- The photo upload is still pending on the mobile app.
The SharinPix mobile app allows users to capture photos offline. In such cases, the photos are uploaded to Salesforce once an internet connection is available.
For more information on how to check the upload status on the mobile app and the actions to be taken, please refer to this article: I don't find images uploaded through SharinPix Mobile App on my Salesforce!
Note:
- Opening the SharinPix mobile app once internet connectivity is available on the device will force the completion of pending uploads.
- If uploads are still pending when an internet connection is available, a notification can be sent instructing the user to open the SharinPix mobile app to complete pending uploads.
2. Upload tokens used are invalid or wrongly configured
SharinPix makes use of JSON Web Tokens to securely transmit information from its components and mobile app to Salesforce.
SharinPix tokens are categorized as follows:
- SharinPix Online Tokens - Used to display SharinPix components online in your Salesforce organization or on the SharinPix mobile app.
- SharinPix Mobile Upload Tokens - Used to upload photos using the SharinPix mobile app.
Tips:
- For more information on SharinPix Tokens and how they work, refer to this article: Working with SharinPix Tokens
- For more information on how to differentiate between online and mobile upload tokens, refer to this link: How to easily differentiate between online and mobile upload tokens?
2.a. An 'Invalid Token Error' message is displayed on the screen.
If you are encountering an Invalid Token Error, as demonstrated above, you should:
- If you are saving the token value in a Salesforce field, ensure that the user has at least read access to the field and that the field API name has been properly typed in the deeplink or URL.
- If you are directly passing the token value to the deeplink or URL, ensure that the token value is complete and has been properly added to the deeplink or URL. To cross-check this quickly, you can make use of the jwt.io website to verify the validity of the token as demonstrated below:
Here's how a valid token value is presented on the jwt.io website:
Here's how an invalid token value is presented on the jwt.io website:
2.b. Photos are not uploaded to the expected record on Salesforce
If you cannot see the uploaded photo on the Salesforce record, you should verify if the token has been configured properly and is uploading to the right record.
To verify this for mobile upload tokens, proceed as follows:
- Open the jwt.io website.
- Copy the token value and paste it into the Encoded section.
- In the payload section under Decoded, verify if:
- The album_id value corresponds to the expected Salesforce record ID.
- Ensure that the token has not expired.
- Verify that the secret key corresponds to your SharinPix's secret key.
Note:
For more details on how to verify the album ID, token expiration, and secret key, refer to this link: SharinPix Mobile Upload Token
To verify this for online mode tokens, proceed as follows:
- Open the jwt.io website.
- Copy the token value and paste it into the Encoded section.
- In the payload section under Decoded, verify if:
- The Salesforce record ID is correct.
- Ensure that the token has not expired.
- Verify that the secret key corresponds to your SharinPix's secret key.
Note:
For more details on how to verify the album ID, token expiration, and secret key, refer to this link: SharinPix Online Token
Note:
- In case your token has wrongly been configured, you should review the token generation used on your Salesforce organization.
- When using the online mode token, if the album available on the SharinPix mobile app keeps on loading, ensure that the token generation method has the anonymousUser parameter set to true as demonstrated here: Online Mode Use Case Examples
2.c. The SharinPix mobile app does not open on the expected screen
SharinPix makes use of two types of tokens - SharinPix Online Tokens and SharinPix Mobile Upload Tokens.
To upload photos, you should ensure that a SharinPix Mobile Upload Tokens is being used in the mobile app URL or deeplink.
If you want to access online features such as SharinPix images, albums, and search within the SharinPix mobile app, ensure that a SharinPix Online Tokens is used.
For more information on how to differentiate between online and mobile upload tokens, click here.
3. How to report errors/bugs on the SharinPix mobile app?
If sections 1 & 2 didn't resolve, refer to this article for more information on how to report the issue: How to report a bug on the SharinPix mobile app?
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