Reporting an issue

To help us resolve issues faster, include the details below in your issue report. Missing information delays investigation.

Answer the following questions in your issue report:

1. What issue do you encounter?

   • What is the use case involved? For example: SDK configuration, push provisioning to xPay Wallets, get token list, or card management.

   • What is the expected behavior?

2. What is the nature of the issue and corresponding details?

   • Is it an SDK error? If yes, provide:

     • The SDK API that returns the error.

     • The input data you pass to the SDK API. For use cases involving a specific card, include issuerCardRefId.

     • The complete error details from the SDK, including requestId when available (Android / iOS).

     • The UTC timestamp(s) of the error. If your logs use another timezone, include the offset.

   • Is it an SDK crash? If yes, provide:

     • The full crash stack trace decoded using the application's mapping file.

   • Is it a user experience issue? If yes, provide:

     • A screen recording, screenshots, and a short description of observed vs expected behavior.

3. What version and build variant of the Thales Push Provisioning SDK do you use?

   • Is it a debug or release variant? You can find the version and variant in the device logs. You can also read it using TPCSDK.tpcsdkVersion (iOS).

4. What is the occurrence of the issue?

   • Is it systematic?

   • Is it random?

   • How many times did it appear? For example, during 10 attempts?

   • What is the percentage of end users affected?

5. What are the steps to reproduce?

   • Are the steps always the same? (If the issue is systematic, answer "Yes".)

   • What is the use case related to the issue?

   • What are the prerequisites before the use case is triggered?

6. What devices and OS versions are affected?

   • This aims to clarify if the issue is device-specific, OS version-specific, or a combination of both.

   • What is the vendor and model of the device affected?

   • What is the OS version of the device affected?

   • It may also help to list devices where the issue does not occur. This can help narrow down the scope.

7. Is it possible to gather the SDK logs or at least a stack trace?

   • If you can reproduce the issue in a debug build using the debug SDK variant, collecting SDK logs should not block investigation.

   • In a release build, you might only have limited information in the ADB logs.

   • See Troubleshooting for SDK log collection details.