Answered

LastSeen Property Seems to Not Be Updated

M

Hi, The Last Seen property does not show the correct time when listing the users. As we can see from the screenshot. There is a green circle which means the user is currently online:

last-seen-not-updated 

If I open a user profile, the field last Seen says the correct thing: Just now :

last-seen-good 

For the same user there is also a problem that he does not receive a Post message from Intercom, even if he was really logged on the page. I'm thinking if that could be the reason that his data are not properly updated by Intercom...

 

Could you please explain why the date is not updated?

Thank you.

icon

Best answer by Sam 8 July 2021, 04:12

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16 replies

S
Badge +1

Never seen this issue. I know that the Just now system can be a bit temperamental. However, I've never seen it show different values like that. Are you sure you're looking at the same user?

M

Yes, this is another screenshot, where we can see that on a single screen. Dates got synchronized few hours ago, but only for a while and now we still can observe that for a user that is currently active (and he really is, this is our employe), Last seen date is few hours back. Sometimes it happens that time gets refreshed after a minute, or something, but for this user synchronization is much less frequent. As a consequence, he can not receive the Post messages in time.last-seen-not-updated-2

M

Actually, there are few users like that, for which their login time is not correct and they do not receive Posts.

M

We are using version 1 of Intercom.

S
Badge +1

Really not sure what could cause this. It may be worth sending Intercom a message to see if they can look into this from their end.

R
Rank
Userlevel 1
Badge

Hello @mykhaylo​ ,

 

Can you check developer console errors?

M

Hi @roy s11​  Do you mean the browser debug console (opened by F12)?

M

I do not see any errors in a browser debug console.

M

@user1030​ Can you please advise how to contact Intercom team?

S
Badge +1

You can contact them directly through their own Intercom Messenger - it appears in the bottom right. They might be a bit slower to reply now as they're out on vacation/holiday. Someone should be able to help you debug this and hopefully they can see a bit more technical information from their end about what could be causing this.

 

Really hope you get to the bottom of this!

M

Thanks @user1030​ , that is an obvious way of communicating Intercom team, but I did not think about it 😃

L

Hey @mykhaylo​ 

 

You can access the Console with Command-Option-J. 

You can also access it from the Browser Menu (upper right corner of the window) > More Tools > Developer Tools

 

 

M

Checked that, no errors are seen in Network console, all HTTP statuses are green (20x, 30x).

But in the Console tab there is an error message:

Deprecation warning: value provided is not in a recognized RFC2822 or ISO format. moment construction falls back to js Date(), which is not reliable across all browsers and versions. Non RFC2822/ISO date formats are discouraged. Please refer to http://momentjs.com/guides/#/warnings/js-date/for more info.
Arguments:
[0] _isAMomentObject: true, _isUTC: false, _useUTC: false, _l: undefined, _i: 53488-09-21T14:15:49.000Z, _f: undefined, _strict: undefined, _locale: [object Object]
Error
at Function.createFromInputFallback (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:25:76
at https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:140:121
 at https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:140:172
 at Et (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:141:169
at kt (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:142:202
at xt (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:142:284
at i (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:6:23
at Object.a [as compute] (https://static.intercomassets.com/ember/embercom-45dc740393aeb3399b5f1cf071e5436a.js.gz:16467:20
at pe.n [as fn] (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:1177:12
at https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3146:180
 at e.track (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3736:5
at pe.compute (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3146:150
at pe.value (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3147:48
at zt.value (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3541:113
at Vt.value (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3549:195
at Object.create (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:1343:566
at Object.evaluate (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3411:204
at Object.evaluate (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3343:13
at Xt.evaluateSyscall (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3561:61
at Xt.evaluateInner (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3555:138
at Xt.evaluateOuter (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3555:59
at pi.next (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3633:26
at pi.execute (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3632:19
at ei.handleException (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3567:10
at ni.handleException (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3588:433
at Jt.throw (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3563:170
at ht.evaluate (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3399:90
at Jt.execute (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3563:14
at ri.rerender (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3589:32
at Fi.render (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:1459:19
at https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:1482:31
 at e.inTransaction (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3183:5
at Gi._renderRoots (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:1481:34
at Gi._renderRootsTransaction (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:1486:10
at Gi._revalidate (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:1486:489
at invokeWithOnError (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3895:196
at p.flush (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3887:74
at m.flush (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3898:292
at z._end (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3949:9
at z.end (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3911:218
at z._run (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3951:70
at z.run (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:3920:13
at u (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:2792:23
at Object.success (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:7569:48
at l (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:617:118
at Object.fireWith [as resolveWith] (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:618:698
at T (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:901:443
at XMLHttpRequest.<anonymous> (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:912:206
at XMLHttpRequest.n (https://static.intercomassets.com/ember/vendor-d4c4724b5a7836d9e0f3ae9fa49ed3fa.js.gz:30570:52

 

M

@lisa b11​  I can see the same error message for a good user, which does not have the problem related to Last Seen. I'm not sure the error is relevant to the issue.

M

When I send an email from Intercom to that user, he can receive it, but he does not receive the Posts.

M

I want to thank to Intercom team for helping in understanding the issue.

For those who will have similar issue, in our case that was caused by the fact of having multiple Intercom users with same email. In our actual Intercom Messenger integration we use an email to match the logged in user with an Intercom user. In the occasion when Intercom finds more than one with same email address, it will not able to identify which one has logged. To fix the issue, we will change the integration javascript code to send a user_id instead of email, which will be used to match to the Intercom user.

Another detail to note is that there are 2 cases that determine Intercom behavior:

  • more than one user with same email address, and all users have user_id populated - Intercom will not be able to match the logged in user
  • more than one user with same email address, but one of them has user_id property that is not populated - in this case Intercom will use a user with null user_id to match to the logged in user

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