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.
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)
List of any 3rd party apps the user has that could be affecting their data
This could be apps either on the phone or a device such as Apple Watch
Confirmation that they have granted the right permissions in Apple Health when they linked Apple Health to your app
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, 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 your SDK use:
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.
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