Wordpress-ios: Support: app fails to send message from Contact Us screen with error "Message failed to send. Tap to retry"

[designsimply]

Steps to reproduce:

1. Go to Profile (Me) > App Settings > Privacy Settings and turn on "Collect Information."
2. Go to Profile (Me) > Help & Support and turn on "Extra Debug."
3. Go to Activity Logs > Current, tap the sharing icon at top right, save the results to a file.
4. Go to Contact Us (press OK if prompted to save email and name).
5. Tap the more menu at bottom right and select the file saved in step 3.
6. Type a message to go with the file and tap the "Send" button.
7. If you see the error, try copying the log file to the clipboard instead of to a file and try pasting the content into a new support message on the Contact Us screen.

Result: app fails to send the message and shows the following error in red:

Message failed to send. Tap to retry

^{Tested with WPiOS 12.8.2 (app store version) on iPhone 6S iOS 12.3.1.}

Possibly related lines from the app logs from my testing session show support_new_request_failed from the same time the message failed to send in my case:

2019-07-30 14:14:26:407 🔵 Tracked: me_tab_accessed
2019-07-30 14:14:27:725 🔵 Tracked: support_opened
2019-07-30 14:14:27:740 Zendesk - read profile from User Defaults: ["name": design52797584, "email": **REDACTED**]
2019-07-30 14:14:27:741 Zendesk - read profile from User Defaults: ["email": **REDACTED**, "name": design52797584]
2019-07-30 14:14:27:749 Zendesk - read profile from User Defaults: ["email": **REDACTED**, "name": design52797584]
2019-07-30 14:14:30:216 Using existing Zendesk identity: **REDACTED**, design52797584
2019-07-30 14:14:30:216 🔵 Tracked: support_new_request_viewed
2019-07-30 14:14:37:290 TracksService sendQueuedEvents completed. Sent 7 events.
2019-07-30 14:15:03:454 🔵 Tracked: support_new_request_file_attached
2019-07-30 14:15:04:209 🔵 Tracked: support_new_request_failed
2019-07-30 14:15:07:408 TracksService sendQueuedEvents completed. Sent 2 events.
2019-07-30 14:20:02:671 <WordPress.WordPressAppDelegate: 0x282d1d180> applicationWillResignActive(_:)
2019-07-30 14:20:03:179 <WordPress.WordPressAppDelegate: 0x282d1d180> applicationDidEnterBackground(_:)
2019-07-30 14:20:03:192 🔵 Tracked: application_closed <last_visible_screen: Me, time_in_app: 341>

Note: I re-tested today with 13.0 (app store version) and WP Internal 13.0.0.20190807 on iPhone 6S iOS 12.4 today and couldn't replicate the problem but I know it is still being reported by users so we should note the app version for any new incoming reports of this.

_{See also https://github.com/wordpress-mobile/WordPress-iOS/issues/11397 which is a different issue about a crash when trying to send an attachment via the Contact Us form. The "retry" issue was originally reported in comments starting 2019-07-29.}

[designsimply]

Noting a report from someone on Twitter saying they have been unable to use the Contact Us form:

I am trying to send the logs but it keeps telling me "message failed to send tap to retry"

^{Source: https://ios.forums.wordpress.org/topic/strange-behavior-with-uploading-pics?replies=7#post-15440}

[designsimply]

Noting another report:

When sending via the app. The app crashes and closes.

The crashing situation. It just has the progress bar across the top then as it gets closer to the end. The app just crashes. The last time however it stayed open and instead I just got the “ message failed, please retry”

^{(internal reference: 2213448-zen)}

The first case was the crash noted at https://github.com/wordpress-mobile/WordPress-iOS/issues/11397 but the last line matches with the error in this bug report.

[pmciano]

From a user in 2266520-zen:

I am having two other problems with the latest version of the iOS app, however. When I read posts in the app, my Reblog button isn’t working. And when I tried to open up a ticket to report the issue, I can’t send it. Can these tow issues (Reblog button and opening a help ticket) be addressed?

and later from the same user:

I tried, once again, to send a ticket within my iOS app using “Help & Support” and “Contact Us.” This time, the ticket went through, but then I got stuck on the screen and couldn’t get out, so I had to delete the app and reinstall it. When I try to hit the arrow in the upper left of the screen, nothing happens. This, I no longer have an activity log with any history prior to reinstalling the app a few minutes ago.

Noting app version and device info: WPiOS 12.9.1, iPhone 8 Plus, iOS 12.4

_{(also see logs in 2269995-zen, 2269933-zen, and 2266520-zen)}

[designsimply]

The "Message failed to send. Tap to retry" came up for me again while testing the Contact Us form as part of 13.1 beta testing (ref).

My testing steps were:

1. Go to Profile > Help & Support > Activity Logs > Current > share icon (top right) > Copy.
2. Go to Profile > Help & Support > Contact Us.
3. Write a short message saying this is a test.
4. Paste in the log data from step 1.
5. Tap the "Send" button.

^{Tested with WP Internal 13.1.0.20190814 on iPhone 6S iOS 12.4.}

App logs from my session:

2019-08-19 11:20:44:066 <WordPress.WordPressAppDelegate: 0x283198b80> applicationWillEnterForeground(_:)
2019-08-19 11:20:44:069 PingHub connecting
2019-08-19 11:20:44:336 PingHub connected
2019-08-19 11:20:44:354 <WordPress.WordPressAppDelegate: 0x283198b80> applicationDidBecomeActive(_:)
2019-08-19 11:20:46:264 <WordPress.WordPressAppDelegate: 0x283198b80> applicationWillResignActive(_:)
2019-08-19 11:20:46:634 <WordPress.WordPressAppDelegate: 0x283198b80> applicationDidEnterBackground(_:)
2019-08-19 11:20:46:645 PingHub disconnecting
2019-08-19 11:20:47:730 PingHub disconnected: WSError(type: Starscream.ErrorType.protocolError, message: "", code: 1000)
2019-08-19 11:20:48:033 <WordPress.WordPressAppDelegate: 0x283198b80> applicationWillEnterForeground(_:)
2019-08-19 11:20:48:035 PingHub connecting
2019-08-19 11:20:48:248 PingHub connected
2019-08-19 11:20:48:324 <WordPress.WordPressAppDelegate: 0x283198b80> applicationDidBecomeActive(_:)
2019-08-19 11:20:54:571 Zendesk - read profile from User Defaults: ["name": Sally Sparrow, "email": **REDACTED**]
2019-08-19 11:21:02:587 Zendesk - read profile from User Defaults: ["name": Sally Sparrow, "email": **REDACTED**]
2019-08-19 11:21:07:840 Using existing Zendesk identity: **REDACTED**, Sally Sparrow
2019-08-19 11:21:58:107 <WordPress.WordPressAppDelegate: 0x283198b80> applicationWillResignActive(_:)
2019-08-19 11:21:58:483 <WordPress.WordPressAppDelegate: 0x283198b80> applicationDidEnterBackground(_:)
2019-08-19 11:21:58:496 PingHub disconnecting
2019-08-19 11:21:58:763 PingHub disconnected: WSError(type: Starscream.ErrorType.protocolError, message: "", code: 1000)
2019-08-19 11:22:42:885 <WordPress.WordPressAppDelegate: 0x283198b80> applicationWillEnterForeground(_:)
2019-08-19 11:22:42:938 PingHub connecting
2019-08-19 11:22:43:145 PingHub connected
2019-08-19 11:22:43:157 <WordPress.WordPressAppDelegate: 0x283198b80> applicationDidBecomeActive(_:)
2019-08-19 11:23:23:138 Zendesk - read profile from User Defaults: ["email": **REDACTED**, "name": Sally Sparrow]

[ScoutHarris]

@danielebogo @frosty - would one of you have a chance to look at this please?

[designsimply]

Raising in priority because it's an important flow and because the Zendesk SDK was recently updated.

[supernovia]

We've got another instance here in Reply

/conversations/XYTx_g45RQABZKoZ

[thabotswana]

From a user in 2370237-zen:

Also from my WordPress app I tried to use the contact us form to ask this question and it’s telling me and error message of: ‘Message failed to send. Tap to retry’

[designsimply]

From a 2-star review by Samuelitooooo – Edited Jul 9, 2019 Version 12.4.1

I tried contacting Support from the app, but the message didn't seem to want to send.

[charliescheer]

Another report 2379023-zen

I can’t read the any tickets comments/replies, or send any through the tickets screen.

The only error I get is “failed to load comments” when I try to open a ticket from the screen. I get the email notification but I cant read or reply in the application.

When I send a message for support help, I click on load tickets, it gives me the message “failed to load comments”.

[thabotswana]

Another report here: 2370166-zen

cannot send a new message - fails

[designsimply]

From a 2-star review by Angrybirdhimself – Oct 12, 2019 Version 13.3

The feature to contact support fails every time I try to send a message, so I’m posting my issue here.

[ScoutHarris]

Hey @designsimply .

The problem is the System Status Report field. Or more specifically, what we're trying to stuff into it.

When _any_ request is created, we automatically take the Current activity log and populate System Status Report with it. If the log is big enough, it will exceed the field limit. This will cause _any_ request to fail (even if you're not attaching anything).

The limit on that field type isn't specified, so I've pinged Zendesk support.

For now, the only workaround is to reinstall the app so the log is cleared. The only problem I had with this was on an account that has an excessive number of sites (like 150). Even after re-install, the initial log was too large due to the logging we do for every site. However, on an account with about 25 sites, this worked fine.

[ScoutHarris]

Also, a couple more tidbits.

• While you can copy/paste a large log into the message body, it takes _forever_. Zendesk did become unresponsive while it was trying to process that. It was successful, but it looked broken for about 10 seconds. Maybe we shouldn't suggest this to users. My 2 cents.
• _Attaching_ large log files to a request shouldn't normally be a problem. Per ZD documentation (https://support.zendesk.com/hc/en-us/articles/203927716-Troubleshooting-attachments-in-Zendesk-Support), our Enterprise account comes with a 20 MB attachment limit.

[designsimply]

Accounts where I've often seen this happen in testing are: design5279, testuser0313.

design5279 has 56 sites (several broken/expired Jetpack testing sites).

testuser0313 has 14 sites.

_Attaching_ large log files to a request shouldn't normally be a problem.

Any chance we could make it crazy simple to share the logs as an attachment directly from the Help & Support > Activity Logs page, i.e. a simple "Send Latest Logs to Support" button? Or does it require the step of actually saving the file manually first to the device and then attaching it?

^{Note: the reason for wanting an "easy" button here is we often want users to send in logs _right after_ triggering an error as the one that gets added automatically may not have the info needed for various reasons such as they re-installed or closed/re-opened.}

[ScoutHarris]

Any chance we could make it crazy simple

I'd love to! 😄 But it's not quite that straightforward. Since log attachments is purely a WPiOS feature, ZD has no concept of it, and thus has no fancy functionality for that. I'm not sure we could hook up a "Send Latest Logs to Support" button to play nice with ZD, but it's certainly something worth exploring.

FWIW, some suggestions have been made previously. That issue would be a good place for more suggestions for consideration.