Element IOS app Crash issue

[Siam-1998]

Steps to reproduce

1.App crashes when we make audio and video calls

Outcome

1.App crashes when we make audio and video calls

Your phone model

iphone12

Operating system version

16.4.1

Application version

1.10.11

Homeserver

Synapse 1.81

Will you send logs?

Yes

[Velin92]

Hi!
Could you please provide us the logs?
Thanks.

[muczek]

I've also noticed similar or maybe same problem. In my case, from user point of view, only pressing green button in chat on top toolbar to make voice call is enough to trigger error described above. Unfortunately it is non deterministic and to be honest it is hard for me to reproduce.
I am pretty sure the source of the problem is related to JitsiMeetSDK update (method JMCallKitEmitter provider:didActivateAudioSession: is the last one on stacktrace). Maybe there is a problem with methods responsible for adding/removing JitsiCallKitProxy listeners (methods: start(), stop() in class CallPresenter).

[Siam-1998]

Thanks For Replying
I am not using jitsi service for for calling, i am using coturn service

[alexander-potemkin]

it seems like we encounter the same issue - it's like 3-4 different phones. How I can get logs from iOS app crashing? Don't use have Sentry integrated to catch that?

[alexander-potemkin]

Thanks For Replying
I am not using jitsi service for for calling, i am using coturn service

@Siam-1998 , could you please, share how did you do that?

[Velin92]

it seems like we encounter the same issue - it's like 3-4 different phones. How I can get logs from iOS app crashing? Don't use have Sentry integrated to catch that?

Yes, but would be also very helpful to provide us also a rageshake report, and provide us here the name of the report so we can look at the full logs of the application (both the crash logs and the logs before the crash) to get a better insight of what state could have caused it.

[alexander-potemkin]

Yes, but would be also very helpful to provide us also a rageshake report, and provide us here the name of the report so we can look at the full logs of the application (both the crash logs and the logs before the crash) to get a better insight of what state could have caused it.

My problem with rageshake reports is that they are quite informative... I understand - it's a benefit from the debugging perspective but that is also a trouble from the privacy perspective...

Is there anything else I could do to assist you with troubleshooting, @Velin92 ?

[toshanmugaraj]

yes randomly crashes.

[alexander-potemkin]

@Velin92 , I've got it on my device as well. I tried to establish direct call with the person and the app just crashed a few times when I tried to do that. My workaround was that I asked the guy to call me and it started working.

I understand such cases are not easy to handle, but I would expect you shall be able to get exception stack from your crash catching system if I provide you my device id or other information.

I'm pretty much sure there are other things to do to handle that. Please, correct me if I'm wrong, but app crashes shall be handled as a priority.

[alexander-potemkin]

Given that the ticket status is waiting for the triage from iOS team, I'm trying to guess who that is given the information on the closed tickets earlier, tagging @ara4n , @jakewb-b , @manyjuice, @SuperKenVery as the guys who recently closed tickets.

Please, apologies if that's not appropriate - I have no intentions to spam or anything of the kind, but the issue is really long-lasting, quite critical (app calls are not working) and it doesn't feel like it has any developer's attention.

Please, correct me if I'm wrong! Please, also let me know if there is anything I can do to assist!

[jakewb-b]

Hi @alexander-potemkin. Really sorry you're having trouble with this. However, the ticket has actually already been triaged, and so will now be picked up in priority order based on the severity and frequency labels its been given. There really isn't any need to tag users to hurry this along, and in fact I'd ask you not to do so, particularly as some of the users you tagged don't work for Element and are very unlikely to be able to help here.

[toshanmugaraj]

#7584
This will fix the crash

[Velin92]

Given that the ticket status is waiting for the triage from iOS team, I'm trying to guess who that is given the information on the closed tickets earlier, tagging @ara4n , @jakewb-b , @manyjuice, @SuperKenVery as the guys who recently closed tickets.

Please, apologies if that's not appropriate - I have no intentions to spam or anything of the kind, but the issue is really long-lasting, quite critical (app calls are not working) and it doesn't feel like it has any developer's attention.

Please, correct me if I'm wrong! Please, also let me know if there is anything I can do to assist!

The only other way is to actually extract the logs yourself and send only the logs of the crash that you deem are not informative.

However keep in mind that our logs do not contain any sensitive informations or the content of your encrypted conversations.

Given that the ticket status is waiting for the triage from iOS team, I'm trying to guess who that is given the information on the closed tickets earlier, tagging @ara4n , @jakewb-b , @manyjuice, @SuperKenVery as the guys who recently closed tickets.

Please, apologies if that's not appropriate - I have no intentions to spam or anything of the kind, but the issue is really long-lasting, quite critical (app calls are not working) and it doesn't feel like it has any developer's attention.

Please, correct me if I'm wrong! Please, also let me know if there is anything I can do to assist!

The ticket was already triaged, usually a bot automatically also places it in the iOS triage project, however sometimes it may fail to do so automatically, however don't worry it was tracked, and now I also inserted it manually into the triage project for extra tracking.

[alexander-potemkin]

Hi @alexander-potemkin. Really sorry you're having trouble with this. However, the ticket has actually already been triaged, and so will now be picked up in priority order based on the severity and frequency labels its been given. There really isn't any need to tag users to hurry this along, and in fact I'd ask you not to do so, particularly as some of the users you tagged don't work for Element and are very unlikely to be able to help here.

@jakewb-b apologies, I meant no harm. Based on your explanation - thanks for that! - I now understand the way the labels work.
If I may ask - how do you define if an issue is frequent or not? What do I do in the future if I believe that the tags might probably be adjusted?

[alexander-potemkin]

@Velin92 , thanks for your detailed response and your assistance!

The only other way is to actually extract the logs yourself and send only the logs of the crash that you deem are not informative.

Thank you! Do you mean attaching an iPhone to Mac and extracting using developer tools? Shall this be of any real help, may I ask you to share a link or keywords to google for the steps to do?

However keep in mind that our logs do not contain any sensitive informations or the content of your encrypted conversations.

I remember that Element has a special command to grab all of the data for troubleshooting and it has tons of private information - I guess that you mean the sentry exceptions handling?

The ticket was already triaged, usually a bot automatically also places it in the iOS triage project, however sometimes it may fail to do so automatically, however don't worry it was tracked, and now I also inserted it manually into the triage project for extra tracking.

Thanks a lot!!

[alexander-potemkin]

#7584
This will fix the crash

@toshanmugaraj thanks! I hope it would, subscribed to the ticket you referenced.

[jakewb-b]

What do I do in the future if I believe that the tags might probably be adjusted?

You can comment on the ticket, but there is no need to @mention individual contributors or team members to call their attention to it.
Bear in mind that the frequency label is based on frequency across all users, not just yourself, so we may have a different perspective on that to you.

[Velin92]

merged @toshanmugaraj possible fix, for now I am closing the issue @alexander-potemkin however keep an eye on this for the next release (should be next week), if the issue is persisting feel free to open this again, so we can have another look at it.

[alexander-potemkin]

What do I do in the future if I believe that the tags might probably be adjusted?

You can comment on the ticket, but there is no need to @mention individual contributors or team members to call their attention to it. Bear in mind that the frequency label is based on frequency across all users, not just yourself, so we may have a different perspective on that to you.

@jakewb-b thank you. If you don't mind sharing - how do you measure the frequencies? From the comments above I got the impression that you don't have a clear match with the sentry logs and that those logs are kind of not a priority.

I understand that there are no good reasons for you to share that, the reason I'm asking it's that it feels like this error is quite common through the users using the calls, but if it's not, I would like to adjust my reality perception and hence would highly appreciate if you can share how you correlate things!

[jakewb-b]

It's not a scientific process, and it depends on the issue. We would consider our own subjective experience, the number of formal or informal reports we get, the circumstances which trigger the problem and how often we would expect those to arise, crash reports and logs, telemetry, and other data.

As we are selecting from the very broad options of 'frequent', 'occasional', or 'uncommon' it doesn't really need to be highly scientific and it's rarely worthwhile spending long debating which is most appropriate. If an issue that was logged as uncommon turns out, on closer inspection or receipt of more reports, to be much more common than we thought, then we can change it.

[alexander-potemkin]

@jakewb-b , thanks a lot for the detailed explanation! I hope I won't encounter issues of the same nature, but if I would - I will keep that in mind.

It was my pleasure.

[Siam-1998]

@Velin92 Thanks for resolving the issue