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People not updating, nor receiving events


I have an issue on iOS where new devices aren’t registering. I am on analytics-sift v3.7.2. The devices are running 18.x, and these are physical devices.

 

    let config = SDKConfigBuilder(cdpApiKey: cdpApiKey)

        .logLevel(logLevelDebugCustomerIo ? .debug : .error)

        .autoTrackDeviceAttributes(true)

        .autoTrackUIKitScreenViews(enabled: false)

        .migrationSiteId(siteId)

 

And then identify:

 

        let body = [

          "email": profile.email,

          "firstName": profile.firstName,

          "lastName": profile.lastName,

          "onboardingVersion": profile.lastOnboardingVersion

        ]

        CustomerIO.shared.identify(userId: userData.id, traits: body)

 

 

In my People section, the users new devices are not being registered. I do not see any activity from them. For reference, `userId` is a UUID of ours, and it is correct. All variables in the `body` are strings.

I confirmed the API Key and site Id are correct. I also tried creating new ones, using those, and confirming correct.

I am not seeing any activity in People for the known user, nor new users that I tried - never added. No devices added for the existing user either.

 

Here is the log output (with data scrubbed):


 

Setting up DataPipeline module...

SharedEventBus initialized

EventBusHandler: Adding observer for event type - TrackMetricEvent

EventBusHandler: Adding observer for event type - TrackInAppMetricEvent

EventBusHandler: Adding observer for event type - RegisterDeviceTokenEvent

Replaying events for key: TrackMetricEvent

Replaying events for key: TrackInAppMetricEvent

Replaying events for key: RegisterDeviceTokenEvent

ℹ️ DataPipeline module successfully set up with SDK

storing device token to device storage token_here

ℹ️ registering device token token_here

ℹ️ Customer.io SDK 3.7.2 initialized and ready to use

EventBusHandler: Posting event - ProfileIdentifiedEvent(storageId: "_storage_id_here", params: [:], identifier: "user_id_here", timestamp: 2025-01-24 16:36:52 +0000)

EventBusHandler: Storing event in memory - ProfileIdentifiedEvent(storageId: "_storage_id_here", params: [:], identifier: "user_id_here", timestamp: 2025-01-24 16:36:52 +0000)

ℹ️ CIO-CDP Migration: No tasks pending in the background queue to be executed.

Error creating the CFMessagePort needed to communicate with PPT.

{"properties":{"cio_sdk_version":"3.7.2","device_manufacturer":"Apple","device_locale":"en-US","screen_height":874,"network_bluetooth":false,"network_wifi":false,"network_cellular":false,"timezone":"America\/New_York","app_version":"1.5.3","device_os":"18.2.1","push_enabled":"true","screen_width":402,"device_model":"iPhone17,1"},"event":"Device Created or Updated","anonymousId":"anonymou_id_here","timestamp":"2025-01-24T16:41:36.238Z","userId":"user_id_here","messageId":"585EE292-0D61-4237-B8D0-7AD9036A2296","integrations":{},"type":"track","_metadata":{"unbundled":[],"bundled":[],"bundledIds":[]},"context":{"network":{"bluetooth":false,"cellular":false,"wifi":false},"os":{"version":"18.2.1","name":"iOS"},"app":{"version":"1.5.3","name":"myapp","namespace":"com.myapp.myapp","build":"420"},"device":{"token":"token_here","type":"ios","manufacturer":"Apple","name":"iPhone","id":"iphone_id_here","model":"iPhone17,1"},"locale":"en-US","userAgent":"Customer.io iOS Client\/3.7.2 (iPhone17,1; iOS 18.2.1) com.myapp.myapp\/1.5.3","instanceId":"instance_id_here","timezone":"America\/New_York","screen":{"height":874,"width":402}}}

{"_metadata":{"bundled":[],"unbundled":[],"bundledIds":[]},"userId":"user_id_here","context":{"network":{"wifi":false,"cellular":false,"bluetooth":false},"os":{"version":"18.2.1","name":"iOS"},"app":{"version":"1.5.3","build":"420","name":"myapp","namespace":"com.myapp.myapp"},"device":{"token":"token_here","name":"iPhone","model":"iPhone17,1","id":"iphone_id_here","type":"ios","manufacturer":"Apple"},"locale":"en-US","userAgent":"Customer.io iOS Client\/3.7.2 (iPhone17,1; iOS 18.2.1) com.myapp.myapp\/1.5.3","instanceId":"instance_id_here","timezone":"America\/New_York","screen":{"width":402,"height":874}},"event":"Application Installed","properties":{"version":"1.5.3","build":"420"},"anonymousId":"anonymou_id_here","timestamp":"2025-01-24T16:41:36.343Z","messageId":"90444F7F-8193-4551-8678-40F19BE23969","integrations":{},"type":"track"}

{"_metadata":{"bundled":[],"unbundled":[],"bundledIds":[]},"userId":"user_id_here","context":{"network":{"cellular":false,"bluetooth":false,"wifi":false},"os":{"name":"iOS","version":"18.2.1"},"app":{"version":"1.5.3","name":"myapp","namespace":"com.myapp.myapp","build":"420"},"device":{"token":"token_here","type":"ios","manufacturer":"Apple","name":"iPhone","model":"iPhone17,1","id":"iphone_id_here"},"locale":"en-US","userAgent":"Customer.io iOS Client\/3.7.2 (iPhone17,1; iOS 18.2.1) com.myapp.myapp\/1.5.3","instanceId":"instance_id_here","timezone":"America\/New_York","screen":{"height":874,"width":402}},"event":"Application Opened","properties":{"referring_application":"","url":"","version":"1.5.3","build":"420","from_background":false},"anonymousId":"anonymou_id_here","timestamp":"2025-01-24T16:41:36.343Z","messageId":"1E56FB71-5F25-49FD-B6C3-56645E31B2F7","integrations":{},"type":"track"}

{"_metadata":{"bundled":[],"unbundled":[],"bundledIds":[]},"userId":"user_id_here","context":{"device":{"manufacturer":"Apple","id":"iphone_id_here","token":"token_here","name":"iPhone","model":"iPhone17,1","type":"ios"},"network":{"bluetooth":false,"wifi":false,"cellular":false},"app":{"name":"myapp","namespace":"com.myapp.myapp","version":"1.5.3","build":"420"},"screen":{"width":402,"height":874},"os":{"version":"18.2.1","name":"iOS"},"userAgent":"Customer.io iOS Client\/3.7.2 (iPhone17,1; iOS 18.2.1) com.myapp.myapp\/1.5.3","locale":"en-US","instanceId":"instance_id_here","timezone":"America\/New_York"},"anonymousId":"anonymou_id_here","timestamp":"2025-01-24T16:41:36.512Z","name":"LoginView","messageId":"21F0FCF9-F527-425A-B372-F43767948E8F","integrations":{},"type":"screen"}

EventBusHandler: Posting event - ScreenViewedEvent(storageId: "0191E938-3773-43C3-A589-9376CE3B98FD", params: [:], name: "LoginView", timestamp: 2025-01-24 16:41:36 +0000)

EventBusHandler: Storing event in memory - ScreenViewedEvent(storageId: "0191E938-3773-43C3-A589-9376CE3B98FD", params: [:], name: "LoginView", timestamp: 2025-01-24 16:41:36 +0000)

{"userId":"user_id_here","context":{"network":{"cellular":false,"bluetooth":false,"wifi":false},"instanceId":"instance_id_here","timezone":"America\/New_York","userAgent":"Customer.io iOS Client\/3.7.2 (iPhone17,1; iOS 18.2.1) com.myapp.myapp\/1.5.3","app":{"version":"1.5.3","namespace":"com.myapp.myapp","name":"myapp","build":"420"},"device":{"token":"token_here","type":"ios","manufacturer":"Apple","name":"iPhone","id":"iphone_id_here","model":"iPhone17,1"},"os":{"name":"iOS","version":"18.2.1"},"locale":"en-US","screen":{"height":874,"width":402}},"timestamp":"2025-01-24T16:41:36.542Z","type":"track","messageId":"922D59FF-140E-4340-8429-A277A98A7F90","integrations":{},"anonymousId":"anonymou_id_here","_metadata":{"bundledIds":[],"bundled":[],"unbundled":[]},"event":"Application Foregrounded"}

UIApplicationDelegateAdaptor was used outside of an App or Scene; this will not instantiate the delegate.

EventBusHandler: Posting event - ScreenViewedEvent(storageId: "ABBD46FA-21B4-4E77-B398-274D6B2EDBBD", params: [:], name: "AuthSplash", timestamp: 2025-01-24 16:41:37 +0000)

EventBusHandler: Storing event in memory - ScreenViewedEvent(storageId: "ABBD46FA-21B4-4E77-B398-274D6B2EDBBD", params: [:], name: "AuthSplash", timestamp: 2025-01-24 16:41:37 +0000)

{"_metadata":{"unbundled":[],"bundledIds":[],"bundled":[]},"userId":"user_id_here","context":{"device":{"name":"iPhone","id":"iphone_id_here","token":"token_here","manufacturer":"Apple","model":"iPhone17,1","type":"ios"},"locale":"en-US","userAgent":"Customer.io iOS Client\/3.7.2 (iPhone17,1; iOS 18.2.1) com.myapp.myapp\/1.5.3","instanceId":"instance_id_here","network":{"cellular":false,"bluetooth":false,"wifi":true},"timezone":"America\/New_York","screen":{"width":402,"height":874},"app":{"version":"1.5.3","namespace":"com.myapp.myapp","name":"myapp","build":"420"},"os":{"version":"18.2.1","name":"iOS"}},"anonymousId":"anonymou_id_here","timestamp":"2025-01-24T16:41:37.099Z","name":"AuthSplash","messageId":"367590B3-C81A-4010-BDD2-182ED40F6C9F","integrations":{},"type":"screen"}

{"_metadata":{"unbundled":[],"bundledIds":[],"bundled":[]},"timestamp":"2025-01-24T16:44:10.915Z","userId":"user_id_here","type":"identify","integrations":{},"messageId":"BB39EA62-2156-4AB3-AB6B-C018B2404535","context":{"app":{"build":"420","name":"myapp","version":"1.5.3","namespace":"com.myapp.myapp"},"screen":{"height":874,"width":402},"locale":"en-US","device":{"name":"iPhone","token":"token_here","manufacturer":"Apple","id":"iphone_id_here","model":"iPhone17,1","type":"ios"},"network":{"wifi":true,"cellular":false,"bluetooth":false},"timezone":"America\/New_York","os":{"name":"iOS","version":"18.2.1"},"userAgent":"Customer.io iOS Client\/3.7.2 (iPhone17,1; iOS 18.2.1) com.myapp.myapp\/1.5.3","instanceId":"instance_id_here"},"anonymousId":"anonymou_id_here"}

EventBusHandler: Posting event - ProfileIdentifiedEvent(storageId: "another_storage_id_here", params: [:], identifier: "user_id_here", timestamp: 2025-01-24 16:44:10 +0000)

EventBusHandler: Storing event in memory - ProfileIdentifiedEvent(storageId: "another_storage_id_here", params: [:], identifier: "user_id_here", timestamp: 2025-01-24 16:44:10 +0000)


 

Any help or guidance would be appreciated. This previously worked, and is driving me nuts now!

Thanks in advance

 

2 replies

  • Author
  • 1 reply
  • January 24, 2025

A few updates:
 

  • nothing is showing in Activity Logs.
  • For the new Track API Keys I created (mentioned above), it says Never Used in the Manage API Credentials screen

Byron
  • 69 replies
  • January 24, 2025

Hi Will,

This is Byron from the Customer.io technical support team.

 

A couple of things to check:

  1. It looks like you’re using one of the recent versions of our iOS SDK, which should have resulted in you creating an iOS source in Pipelines. When creating that source, a CDP API key would have been provided, which you can find on the installation instructions on the source overview page. This should be the key you use in let config = SDKConfigBuilder(cdpApiKey: cdpApiKey) and will not work properly with a Track API key.

     

  2. Is your customer account in the US or EU datacenter? If your account is in the EU data center, be sure that you configure the EU region in the SDK. See step 2: https://docs.customer.io/sdk/ios/quick-start-guide/#2-set-up-your-app

If you continue to have trouble, could you contact us at win@customer.io, referencing this Community post? Along with that, we’ll want to request support access so that we can review your set up and workspace activity. 

 


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