Fix It Fast: A Braze SDK Troubleshooting Cheat Sheet for Marketers & Devs

As a Braze technologist, there’s a lot riding on your shoulders. Marketers are often looking to you to implement the cool Braze features they were sold. From Content Cards to Push Notifications, getting everything right on the first try is a tall order—even for seasoned pros. What’s even more frustrating is not having any troubleshooting resources.

You know the feeling—that maddening, hair-pulling moment when you’re trying to find the needle in the haystack.

But here’s the good news: you’re not alone, and it’s not always your fault. Even top-tier Braze SDKs sometimes throw unexpected curveballs. The trick isn’t avoiding these issues entirely—it’s knowing how to tackle them swiftly and effectively. In this article, we’ll equip you with actionable troubleshooting tips to help you move from stuck to solutions—fast.

Using powerful tools like Chrome DevTools, Android Studio Logcat, Xcode, and savvy diagnostics, this cheat sheet is your lifeline to solving Braze SDK anomalies and getting your campaigns back on track.

Debugging Tools of the Trade

Troubleshooting efficiently and effectively requires the right tools for the job. Below are the core debugging platforms we recommend adding to your toolkit. We’ll refer to these frequently throughout the article.

Learn more about the tools here:

• Web:

  • Chrome DevTools – https://developer.chrome.com/docs/devtools

• Mobile:

  • iOS Xcode – https://developer.apple.com/xcode/

  • Android Studio – https://developer.android.com/studio

Braze SDK Troubleshooting Cheat Sheet

1. Fixing Missing Content Cards

Content Cards are powerful for delivering persistent, personalized experiences. But sometimes, they just don’t show up. Here's how to track down the issue.

A. Check If the SDK Is Initialized Correctly

First things first, confirm that the Braze SDK is loading properly.

• Web: In a web browser open DevTools → Console, then in the prompt area type:

window.braze

It should look something like the following.

If it returns undefined, the SDK isn’t initialized. Ensure the correct SDK script is included in your site:

<script src="https://js.appboycdn.com/web-sdk/5.8/braze.min.js"></script>

• Mobile: verify initialization in Logcat (Android Studio) or the Xcode console. Look for the below statement in the logs:

[Braze] SDK Initialized

This message confirms the SDK has successfully started.

PRO TIP: SDK versions update frequently. Always confirm you're using the latest version compatible with your setup.

B. Confirm the User Is Identified

Braze often associates Content Cards with specific users. If the user isn’t properly identified, the cards won’t show. To test this, you can perform the following commands via your web browser.

• Web: In your Chrome DevTools, type:

window.braze.getUser().getUserId();

If it returns null or undefined, make sure you’re identifying users correctly:

window.braze.changeUser("your_user_id");

• Mobile: Ensure your user is being set by assigning an external_id:

braze.getInstance(context).changeUser("external_id");

C. Force a Sync

If the above commands return a legitimate user ID (external_ID) and the content cards are still not displaying, it could be due to many outside factors. Performance issues—like poor connectivity, browser caching, or device lag—can affect how quickly the Braze SDK syncs with your content – think Content Cards. In cases like this, we can perform a manual synchronization.

• Web: Execute this command via the console:

window.braze.requestContentCardsRefresh();

• Mobile: Execute the following command:

braze.getInstance(context).requestContentCardsRefresh();

D. Check Braze Dashboard Campaigns

If nothing’s working, it's time to validate the Campaign or Canvas associated with the Content Card in the Braze dashboard.

Double-check your settings at Braze Dashboard → Campaigns → Content Cards, and answer these questions:

• Campaign Targeting Rules – Are you targeting the correct user?

• Campaign Status – Is the campaign active and not expired?

• Triggering Events – Does the campaign require a specific event to fire?

2. Troubleshooting In-App Message Delivery

You launched a sleek In-App Message (IAM) campaign—and nothing shows up. The creative is on point, the timing is perfect, ready to engage your customers. You start the campaign then there are no messages, no delivery, just crickets—no messages, no activity. Just like content cards, IAMs can sometimes be stubborn. Here are the troubleshooting steps to track them down and make sure they’re delivering as expected.

A. Check IAM Display Triggers

In-App Messages rely on campaign rules and will only appear when a campaign rule is met. Here are some common scenarios to look out for.

Confirm your app is logging the trigger event.

• Web: Open DevTools → Console, then type:

window.braze.logCustomEvent("purchase_complete");

• Mobile: Type this command in Logcat (Android Studio):

braze.getInstance(context).logCustomEvent("purchase_complete");

A custom event should be created by the Mobile SDK in Braze.

PRO TIP: Custom events like purchase_complete are often used to trigger In-App Messages. This command helps verify that your event is being correctly logged and recognized by Braze.

If it’s a session-triggered IAM, the session may have expired or become invalid. As a test, try restarting the session using the following command:

window.braze.openSession();

This allows the SDK to track a new session and trigger the In-App message.

B. Check IAM Frequency Controls

Braze has systems in place to prevent IAM spam. If a user has dismissed an IAM, it won’t show again unless refreshed. To check these controls, you can:

• Web: Try resetting IAM display in Web DevTools using this command.

window.braze.requestImmediateDataFlush();

• Mobile: Make sure IAMs aren't paused by executing the command below.

braze.getInstance(context).setInAppMessageSuppressed(false);

C. Inspect Console Errors

Still stuck? Check for errors in:

• Chrome DevTools Console – Look JavaScript errors and those related to CORS issues, ad blockers, or tracking protection.

• Logcat (Android) or Xcode Console (iOS) – Look for SDK warnings or errors in Braze-related logs.

3. Troubleshooting Push Notification Delivery

Your app just launched a big sale, and you’ve queued up a Push Notification to spread the word. You’re picturing users rushing in, snagging deals, and boosting conversions. But instead of a surge in traffic, you’re met with stagnant results. If notifications don’t reach users, engagement stalls before it even starts. From device OS-level permissions to expired tokens, there are a few common culprits that could be blocking delivery.

Let’s break down the troubleshooting steps to make sure your messages are reaching the right audience, right on time.

A. Confirm the User Is Opted In

• Web: Execute this command via the DevTools:

window.braze.isPushSupported() && window.braze.isPushPermissionGranted();

If this returns a false value, you will need to prompt users to enable push by incorporating this code in your Web app:

window.braze.registerPush();

• Mobile: Use this code to confirm that the device’s APNS token is being captured. If this returns null, the device isn’t registered to receive push notifications. Take note of the platform and verify these.

  • Android: Confirm the app has the required POST_NOTIFICATIONS permission.

  • iOS: Confirm APNS tokens are properly registered via the following command:

braze.sharedInstance()?.pushToken

B. Verify Device Push Token Registration

Braze needs the correct push token to send notifications. Execute the following to check the logs via the platform specific logging tools.

• Web:

window.braze.getDeviceId();

This returns the current session’s device ID and confirms that it's successfully registered for push. If it’s missing, the SDK likely hasn’t registered the device.

• Mobile:

braze.getInstance(context).getDeviceId();

If this is empty, confirm push registration occurs at app startup.

C. Send a Test Push

Always test push manually. It's best practice and low-hanging fruit. To perform a test, follow these steps.

1. Go to Braze Dashboard → Messaging → Push Notifications

2. Select Test Push Notification Campaign → Test Users

D. Check for Silent Failures

If nothing is received and the push never arrives, debug Firebase Cloud Messaging (FCM) for Android or Apple Push Notification Service (APNS) for iOS using the following steps.

• iOS: In Xcode Console, look for errors like, No valid “aps” entitlement string to determine the root cause.

• Android: In Android Studio’s Terminal, use the following command to check for delivery errors. This command filters logs specifically for Firebase push activity.

adb logcat -s FirebaseMessaging

Check for silent delivery failures or misconfigurations.

Wrapping Up

Troubleshooting Braze SDK issues doesn’t have to be frustrating. With the right tools and know-how, you can quickly resolve common problems with Content Cards, In-App Messages, and Push Notifications.

Want to dive deeper? Check out our YouTube channel for hands-on demos or connect with us on LinkedIn for real-time support. We’re here to help you get the most out of Braze—every step of the way.