Troubleshooting In-App Messaging

Information to help you perform troubleshooting on in-app messaging.

If you perform all the requirements for In-App Messaging but messages do not show up, verify the following items:

Situation or Issue


Are you putting the new configuration and new SDK in the app?

Verify that the SDK is version 4.2 or higher and correctly configured. (See View Hits in Bloodhound documentation for a screen shot showing the SDK version.)You also need ensure that you have a Messages section in your configuration (downloaded JSON file), or have a Messages remote endpoint, so that it can be retrieved from dynamic tag management.

My full screen message in Android is not showing up. I am using the correct SDK, configuration, and my triggers are being met.

Did you update your manifest file to define the full screen activity?

My local notification message in Android isn't working.

Make sure the local notification broadcast receiver is declared in your manifest.See step #1 under How to Enable in Android SDK 4.x for Marketing Cloud Solutions.

Is the message live?

Check on the list view on the Manage In-App Message page in the Status column, and verify if it is live.

Double check the traits/trigger sections.

Verify assumptions in data for traits/trigger in bloodhound.Validate the hits in bloodhound. See View Hits in Bloodhound documentation for a screen shot showing the SDK version.

Look at show once, show always,show offline settings on the Audience tab.

Verify that these settings are set the way you want. Review the options on the Trigger tab (on the Audiences parent tab), where you can specify how often the message is shown.

If using launch event as trigger...

Launch only fires on a new session. See lifecycleTimeout in the JSON Config for information on when a session begins.

I updated my message remotely but my app is still showing the old message.

    Dynamic tag management can take a few minutes to update its endpoint with your new definition. Give it some time and try again. Or,

    The config will only update on a new launch. If the app was restarted within the life cycle session timeout, your new config may not have been downloaded.

My image does not fit exactly into the space provided by the template.

The In-App Message full-screen template supports showing an image either from a remote server (Image URL) or from the app bundle (Bundled Image). The image should be in a standard image format, for example JPG, GIF or PNG.Due to device screens having many different dimensions, the image will most likely not fit exactly into the space provided by the template. The template focuses on always showing the center of the image and crops (portrait) or fades (landscape) the sides if the image does not fit.The exact placement and sizing rules for each orientation are as follows:

  • Portrait: Image scaled to height of 195px for phone, 529px for tablet, centered if image width is smaller than device width, cropped if image width is greater than device width.
  • Landscape: Image scaled to 100% of height of device, width is 75% of the device, with a fade out on the right.

You can download the Custom HTML template and use it if you have issues with the full-screen template. The Custom HTML template provides more flexibility for images and allows full control of the template.

Parent topic: In-App Messaging