I
Ivasheka-Ecw
Environment
  • Shake Android SDK 17.2.2 (latest); same issue reproduces on our iOS app.
  • Affects many end users, both platforms.
What works
  • Shake.registerUser(<appUserId>) succeeds — the user shows up in the Dashboard.
  • Submitting a new ticket works; its first message is delivered and visible on the Dashboard
under that user.
  • Unread-chat-messages listener fires (chat receive channel is connected).
What fails
  • When the registered app user sends a REPLY in the in-app chat, the message is never
delivered to the server — it does not appear on the Dashboard.
  • In the app's chat screen, the user's own outgoing messages render on the LEFT side
(as if incoming/from support) instead of the right.
Repro
  1. Register user via Shake.registerUser after Shake.start.
  2. Submit a ticket → first message arrives on Dashboard under that user. OK.
  3. Open that ticket's chat, send a follow-up message.
→ Message shows locally as incoming (left), never reaches Dashboard.
Diagnostics already done (ruled out on our side)
  • Registration confirmed server-side (user visible on Dashboard), and it runs BEFORE chat is opened.
  • The shake-open callback reports the correct user id.
  • Disabling our app's Certificate Transparency enforcement made no difference.
  • Sending a chat reply triggers no app-facing SDK callback, so the send path is entirely internal to the SDK.
Attachment:
Chat screen shot - on it first message "How come?" sent from the support (shake website) other messages sent from phone user.
Our read
  • Looks like the outgoing chat message is stamped with a userId that doesn't match the registered endUserId, so it's treated as incoming and not delivered as the user's own message.
Question
  • What determines the author (userId/endUserId) on an outgoing app-user chat reply, and why would it mismatch the registered user? Any known issue in 17.2.2 on the reply/chat path?

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