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We have implemented Android and iOS SDK's in Marketing Cloud, but for some reason, opens for Android devices are not registered. After multiple support cases, we are still in the same scenario, we know nothing about the reason why opens are not registered. Until now, they provided to us the documentation for implementing multiple push providers and at a certain point they told us that having priority 1 for Marketing Cloud SDK instead of priority 0, could be the problem, but anyone was not able to explain how this priority affects analytics, or what we have to change in our code.

Did someone encounter the same issue? If yes, how did you solve this? Thanks a lot in advance!

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  • Please provide me the support case numbers -- and sadly, if they've been closed to long, I might ask you to open another. If it comes to that I'll have you ask them to at-mention me, but first let me see what you've already got on file.
    – Bill Mote
    Jun 15, 2023 at 16:03
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    The case number is #44588239. This is the last one, is still open. The case has all the details, including logs for sdk state and everything they asked for. Thanks a lot for your help! Jun 16, 2023 at 6:58
  • See #2 below. You are providing a builder for notification options. You're probably missing the call to salesforce-marketingcloud.github.io/MarketingCloudSDK-Android/…
    – Bill Mote
    Jun 19, 2023 at 11:20
  • We have the call to redirect for analytics, I'll attach the method in Case comments. Jun 19, 2023 at 12:19
  • Also attach logs please: Send a push, click the push (which should open your app), close your app, capture the logs.
    – Bill Mote
    Jun 19, 2023 at 19:00

1 Answer 1

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There are a limited set of causes for this behavior:

  1. Analytics aren't enabled
  2. You've overridden notification handling and have not added the analytic attribution call
  3. You're a Multiple Push Provider implementation and another library is displaying/handling the push notification

One gut check for you would be this: look in the LogCat for ET_ANALYTICS entries after you put the application into the background. That'll tell you whether or not usage analytics are getting off the device: App Open, Time in App, etc.

If you're collecting and sending analytics at all, then either #2 or #3 above is true.

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