If you find a problem when integrating greenID Mobile, please let us know.  The more information that you can give us, the easier it is for us to investigate.  Please work through the following items and tell us as much as you can. 

Severity

Is this problem causing your app to crash, or is this a request to change some functionality?

Which app?

Is the problem occurring in a greenID demonstration app that you have downloaded from TestFairy or TestFlight?  Or is it in your own app that integrates the greenID SDK?

Which greenID customer code?

You should have been issued a customer account code to use with greenID.  Let us know what code you are using when testing, so we can check the information that is arriving at the back end servers.  

What day and time did the problem occur?

If you are experiencing a crash, or an issue with loading information from the greenID servers, make sure you record the date and time.  That will help us to match up with information on the back end servers. 

Which SDK version? 

If you are integrating the greenID SDK into your app, let us know which version of the SDK you have.  

Checking the iOS SDK version

You can double check this by looking at the Info.plist file inside the GIDSDK.framework folder.  

In the Finder, click on the GIDSDK.framework, and then open the Info.plist file.  The version number is listed as either 'CFBundleShortVersionString', or 'Bundle versions string, short'

With the iOS SDK version 1.5.10 and higher, the SDK will also print out its version number (and other useful information) when it first gets called by your code.  It will look something like the following:  

Device info: OS Version: 9.3.5||Device Type: iPad||Device Model: iPad2,7||App Name: GIDPOC Test||App Version: 1.0.54||Build Version: 124||Screen size: 320.000000 x 480.000000||GID Version: GIDSDK 1.5.10

Checking the Android SDK version

In Android Studio, you can check the version number of the greenID Android SDK you're using by opening your build.gradle file, and checking under dependencies, for example:

Also, from Android SDK version 2.3.5, the SDK prints out the version number when it first gets called.  The output in the Android logcat will look similar to this:

10-05 15:46:06.615 16911-16911/com.vixverify.greenidmobilesdkdemo I/__________gidSDK/MAIN: Hello World. Start of greenID™ Android SDK v2.4.2

Hardware involved

What version of iOS or Android is your test phone running?  What manufacturer and model is the test phone?   For Android devices, include information about any extra memory or storage that the phone has installed.  

Your project settings

If you are integrating the greenID SDK into your app, make sure you are following our integration guide for iOS or Android.  If possible, send us a copy of your project so we can double check the settings.  Alternatively, send screenshots showing the project setup in Xcode or Android Studio.  

Examples of useful screenshots:

Other libraries or frameworks

Are you using any other third party libraries or frameworks in your project?  That should not be an issue, but let us know, just in case there is a conflict between our SDK and something else.  

Steps to reproduce the problem

The best type of bug is one that can be repeated every time.  That makes it easier for us to reproduce the issue and fix it.  Let us know the steps that you go through to reproduce the bug. Please include detailed information - the more the better.  

An example of a bug report that needs more details

The app crashes on the 'Passport' screen.  

An example of a good bug report

Steps to be executed:

1. Launch app. 
2. It shows a screen with title 'Which ID document would you like to photograph'  - click on 'Passport' 
3. App then loads a screen titled 'Photograph the photo page of your passport'.  
4. Turn the phone upside down, then click the 'Go' button while shaking the phone up and down. 
5. As the next screen loads, rotate the device 90 degrees counter-clockwise. 
6. Press the 'Back' button while simultaneously turning off the wifi on the phone.  

Expected result:

Taken back to the previous screen.

Actual result:

The app crashes. I repeated these steps 3 times and it always crashes at this point.

Additional comments:

My device was on charge throughout the whole process.

Logs, crash reports and debugging output

When testing your app while connected to Xcode or Android Studio, there will be debugging information printed to the IDE console.  This can help identify where issues are occurring, as it shows which parts of the SDK are being used up to the point where a problem occurs.  Send us as much of this as you can - preferably the whole text from the start of the test to the problem.  If possible, send multiple runs that show the same problem occurring.

If the app is crashing with an exception, send through the stack trace information that Xcode or Android Studio prints out.  

If you experience a crash on a device that is not connected to Xcode, you can retrieve the crash log later.  

1. Connect the device to a computer running Xcode.  
2. In the 'Window' menu of Xcode, select 'Devices'
3. Select the device, then click on the 'View Device Logs' button
4. Find the crash for your app, and send us a copy of the crash report.