Troubleshooting Mobile Aggregator

Unlike cloud-based activity data sources, with mobile aggregators such as Apple Health, Google Fit, Samsung Health, etc… all activity that relates to the data occurs on the user's phone and through the SDK that is within the client’s application and servers. This means that there is a limited amount that Validic can check to see what might be going on from this end due to us not having visibility in the client’s application. We do not have access to the SDK logs for your application as they live on the client’s servers.

Therefore we request that you collect the following information from your user.:

• Phone model and OS version

• Validic SDK and version being used (always make sure you are on the latest version found here: https://mobileportal.validic.com/downloads)

• If the user is using iOS device, then Apple has strict guidelines on background syncing. Asking the user to keep your application in the foreground can often help with data catch up.

• List of any 3rd party apps connected to the aggregator in question that could be affecting the data coming from the aggregator app on the user’s phone

  • This could be apps either on the phone or a device such as supported wearables

• Confirmation that they have granted the right permissions in the aggregator app for your organization’s SDK-enabled application

• Has the user changed anything related to how they use their phone? This could be things like upgrading the OS or your app, getting a new phone, or starting or stopping using any 3rd party apps that feed data to Apple Health (this includes Apple Watch)

• Confirmation that they are not consistently fully closing (by swiping up) your app. More information on this here: https://help.validic.com/space/VCS/1647050775/Apple+Health+Data+Syncing

Information you would need to pull from our SDK within your application. See these docs for SDK tutorials. Select the SDK package you are using for regarding Core for user session and the mobile aggregator you are investigatiing:

• Does this user have a valid SDK user session? Note the best practices on this page. 

• Did the user delete your app and re-install it? If so, then you should check to ensure that you have listeners for the user’s subscriptions. Additionally, if the app was deleted there is a chance the user’s permissions were wiped and the user would need to be prompted again to allow your application permissions to read their data. 

• Did your team verify that the proper subscriptions are attached to the current user session from within the SDK in your application? Are subscription observers being launched after their application returns from a terminated/swiped away state?

• Have you enabled the fetch historical data feature for the mobile aggregator you are investigating? Has that been attempted over the date range the user is reporting missing data? This is a great data reconciliation tool available for mobile aggregators within our SDK.

• If you have enabled ValidicLog for the SDK package you can pull logs to share with the Validic team to assist with troubleshooting. If this is within the prod environment there is a good chance that your app. isn’t in debug mode and the ValidicLog wouldn’t display.

  • Validic doesn’t have access to the ValidicLog generated in the client application unfortunately