[EU Hosting] Attachments using the Android SDK not working

Update timeline

1. investigating Mar 11, 2026, 02:43 PM UTC

   Status: Investigating We are currently investigating reports of attachment uploads not working for customers using our Android SDK. Our team is aware and investigating the issue. We’ll update you here as soon as we have more specific information. Affected components REST API (Degraded performance)

2. identified Mar 11, 2026, 03:20 PM UTC

   Status: Identified We have identified the root cause of the issue and are implementing a fix. We’ll update you here once we have more to share. Affected components REST API (Degraded performance)

3. identified Mar 11, 2026, 04:03 PM UTC

   Status: Identified We're continuing to work on a fix for this issue. We’ll update you here once we’ve confirmed our fix has been released. Affected components REST API (Degraded performance)

4. identified Mar 11, 2026, 04:20 PM UTC

   Status: Identified We've released a new version of the Android SDK to mitigate this issue for customers who are in a position to upgrade to version 17.4.7 - https://github.com/intercom/intercom-android/releases/tag/17.4.7 Our Developer Docs have details on how to do so here: https://developers.intercom.com/installing-intercom/android/installation For customers who can't upgrade - we are working on a solution to fix this too and will share more as we continue to work the incident. Affected components REST API (Degraded performance)

5. resolved Mar 11, 2026, 05:22 PM UTC

   Status: Resolved We've resolved the issue with customers using Android SDK seeing increased failures in attachments to conversations. We've released a new Android SDK version that will resolve this, but we have also implemented fixes to ensure backwards compatibility with older Android SDK versions. The latest Android SDK is available here: https://github.com/intercom/intercom-android/releases/tag/17.4.7 Our Developer Docs have details on how to do so here: https://developers.intercom.com/installing-intercom/android/installation All services are now working as expected. Please don’t hesitate to reach out to [email protected]: mailto:[email protected] if you have any further questions or if you’re still seeing any unexpected behaviour Affected components REST API (Operational)