CoBrowse showing blank grey screen

[edwin.ramana]

We've installed REAS and REMB in our lab.

We're using expert_assist_android_SDK-11.5.1.10000-22

We are working on re mobile android sdk integration, now we are facing issue when using co browse feature with android devices. The call itself is working fine, but when I tried to use coBrowse feature, it only shows blank grey screen on finnese.

Any idea how to fix it? thx in advance.

[robdoyle]

Hi Edwin,

Are you are providing your own session with the startSupport call? If so please provide the json for it.

Due to the diverse nature of Android models/OS versions there may be a few versions that REM doesn't work with. Have you tried on a different devices? If it appears more like a general issue can you provide:

1. Android logs

2. The server logs by using the logcapture.sh script as outlined in the feature guide: ./logcapture.sh -c -p -f android_issue.tar run as root on the REAS would be good.

3. The browser console and http har logs from the finesse browser.

Regards,

Rob

[edwin.ramana]

Hi Rob,

It's working now with anonymous access but not working when using restricted mode, I can could call the agent but when I tried to use co-browse, nothing happened

And there was this error on the logcat

An error occured when sending screen image

java.lang.NullPointerException: Attempt to invoke interface method 'void com.alicecallsbob.assist.aed.AEDTopic.sendMessage(byte[])' on a null object reference

at com.alicecallsbob.assist.sdk.window.impl.AbstractSharedWindow.setSize(AbstractSharedWindow.java:324)

at com.alicecallsbob.assist.sdk.screen.impl.ScreenReplicationEventHandler$1.run(ScreenReplicationEventHandler.java:202)

at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1113)

at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:588)

at java.lang.Thread.run(Thread.java:818)

Regards,

Edwin

[edwin.ramana]

Dear Rob,

It's working now, but I still cant get the popup dialog to ask permission to the user. The co-browse itself is working.

Regards,

Edwin

[robdoyle]

Hi Edwin,

Do you have callback code in you app automatically accepting the co-browse on the client side?

Regards,

Rob

[edwin.ramana]

Hi Rob,

Yes, it works like that right now.

How to trigger the dialog to ask the permission?

Regards,

Edwin

[robdoyle · Accepted solution]

Hi Edwin,

So you have code like this that implements AssistCobrowseAuthListener (which is added to the AssistConfig before you start a call.)?

@Override

Public void onCobrowseAuthListener(AssistCobrowseAuthEvent event) {

event.acceptCobrowse();

// or event.rejectCobrowse();

}

This will allow the application to auto accept or reject the co-browse request.

If you do have this code then remove it to allow the default behaviour, which is to prompt the user, or if you don't like the UX and want to right you own then put the event.acceptCobrowse(); and event.rejectCobrowse(); in buttons in you own popup that is called from onCobrowseAuthListener

Regards,

Rob

[edwin.ramana]

Dear Rob,

That was the problem, thx

Regards,

Edwin