Troubleshooting & Support

Solve any SDK issues quickly with this guide, covering common errors and setup problems. For more help or to suggest features, find support contact details below.

Troubleshoot Common Issues

Operation fails with the exception "not available for this user".

Your device has been blocked. If your device was previously configured as a test device, please inform us so we can address the issue. If not, follow these steps:

1. Uninstall the app containing the SDK. Ensure its data is also removed from any automatic backups.

2. Reset your GAID: Go to Settings > Google > Ads and tap on Reset Ad-ID.

3. Set up your device as a test device using the new GAID.

You don't see any games in the catalog.

Your device may be blocked. Proceed as described in the issue above.

Notification of reward received, but the SDK does not display the new rewards.

Check your device's time setting; incorrect time (e.g., set to the future or past) often causes this. If the time is correct and the issue persists, contact us and we will investigate this issue.

App compilation fails with "Duplicate class" or "Duplicate entry" exceptions.

This can happen when Gradle cannot resolve a dependency conflict, such as when two dependencies use the same transitive dependency but with different versions. To resolve this conflict you must either:

• Remove one of the conflicting dependencies.

• Align the versions of the conflicting dependencies to match.

If the affected dependency is one of your app's dependencies, simply adjust or remove it from the dependencies list in your build.gradle. If the affected dependency is transitive, you must exclude it from the dependency which specifies it as a transitive dependency.

Duplicate class due to androidx.work:work-runtime:$workVersion.

Our SDK supports pre-AndroidX projects, so we are using the work-runtime library that predates AndroidX. There is an issue with the Android Gradle plugin <3.6.0 where the Jetifier does not correctly replace the dependency. If you are not already using a supported version of Gradle, you need to bump the version in your root project's build.gradle file.

buildscript {

    repositories {
        google()
        mavenCentral()
        ...
    }
    dependencies {
        classpath 'com.android.tools.build:gradle:3.6.0' // Set this to 3.6.0 or higher.
        ...
        // NOTE: Do not place your application dependencies here; they belong
        // in the individual module build.gradle files
    }
}

Please also ensure that you have enabled the Jetifier by placing the line android.enableJetifier=true into your gradle.properties file.

If you continue to have issues due to a conflict between the versions of the androidx.work:work-runtime library in your project, you can fix this issue by adding the following to your app level build.gradle file.

configurations.all {

    resolutionStrategy.dependencySubstitution {
        // Substitute one module dependency for another
        substitute module('android.arch.work:work-runtime:1.0.1') with module('androidx.work:work-runtime:2.0.1')
    }

    resolutionStrategy.force 'androidx.work:work-runtime:2.0.1'
}

dependencies {
    implementation 'androidx.work:work-runtime:2.0.1'
   ....
}

The currently supported version of work-runtime is up to 2.0.1

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Get Further Support

Still need help with something? Have an idea for a Feature Request? Please use this template to reach out to your Account Manager for help.

• Issue Type: [Bug/Feature Request]

• Framework: [Android/Flutter/React Native/Unity/Cordova]

• SDK Version:

• Priority: [High/Medium/Low]

• Crash: [Yes/No]

  • Devices Affected: (e.g., Samsung, Pixel)

  • User Impact: Number or percentage

  • Environment: [Production/Test]

• Issue/Feature Description: Provide a detailed description. For feature requests, explain the necessity and potential business impact.

• Reproduction Steps:

• Expected Behavior:

• Actual Behavior:

Please include any relevant logs, crash reports, API calls, or screenshots to support your query.