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Crash on startup after updating iOS #12338

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iamgabrielma opened this issue Aug 19, 2019 · 34 comments

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@iamgabrielma
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commented Aug 19, 2019

Reported on 2284689-zen

After updating WordPress for iOS, the app can no longer be started.
If you delete it and install it again, it will be forcibly terminated after 
login, and it will no longer be able to start.

Similar cases in the forums:

This was reproduced in iPhone X with version 13.0, and iPhone 7. We could not reproduce it on 5s (iOS 12.4) or 6s . Here's a video of what @chaitanyamsv is experiencing on his phone:

https://cld.wthms.co/8FL1PD
Tested with iPhone 7 on iOS 12.2 right after upgrading to WPiOS 13.0.

(EDIT) Crash details: #12338 (comment)

@thehenrybyrd

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commented Aug 19, 2019

Seems to be the same crash as #12331

@etoledom

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commented Aug 19, 2019

So, #12331 turned out to affect only apps running on Japanese.

This issue in particular seems to be related to this other ticket: #12028

@aleone89

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commented Aug 19, 2019

Another report mentioned at 6166545-hc

@designsimply

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commented Aug 19, 2019

I tried testing with WPiOS 13.0 (app store version) on iPhone 6S iOS 12.4 and the app did not crash on startup in my test, so I'm looking for any details about how to trigger the crash that I might be missing when testing from my end.

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commented Aug 19, 2019

Noting the details from https://ios.forums.wordpress.org/topic/app-crashing-after-update

Recently I Updated My WordPress App to Latest Version in iPhone 7 and After that Whenever i Open App it Just Crash Instantly. Like - I Clicked on WP App>> It Shows Dashboard for 0.5 Seconds>> Blackout for 0.5 Second and Closed without any Notification. I Tried to Restart my Device but no Luck.
@designsimply designsimply changed the title Crash when updating or installing the latest version on certain devices Crash when updating or installing the version 13.0 on certain devices Aug 19, 2019
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commented Aug 19, 2019

Noting some details from 6166545-hc

New iphone upgrade - WP App initiation just produces frozen blue screen with W in the middle. Computer is fine but I need to have both working.

Followed by:

On the phone I have 2 WP logos. One takes me straight into stats and via that to all the rest. It is light blue and works (so I have that). No idea if the upgrade has been applied. This is the portal I generally use.

The other is the basic WP portal, now dark blue (I assume from the upgrade)

I clicked on it today. I got the frozen screen I described. I couldn't get past that so I went to the App itself where I saw the upgrade details (unaware before that)

Sounds like they have two installs? Interesting. Maybe one is a TestFlight beta install. 🤔

Confirmed they are using iPhone 7.

cc @aleone89 in the future can you include a teeny bit more detail when reporting issues mentioning internal references such as 6166545-hc on issues like this one? It's super helpful even if you just copy a short quote from the problem report or any quick/relevant details you have like device/app version or type of site! Thanks tons!

@designsimply

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commented Aug 19, 2019

Here's a video of what @chaitanyamsv is experiencing on his phone:
https://cld.wthms.co/8FL1PD

Oof. Looks like there's not much chance to get app logs in these cases, but @chaitanyamsv if by some chance the app starts working long enough for you to get to the Profile > Help & Support > Activity Logs screen, please add a copy of the logs and send them our way via support in the app or in #cellular-happiness on Slack! 😊

[Update/internal reference to the related Slack discussion: T024FN1V2/CC7L49W13/thread/CC7L49W13-1566238060.070900-slack-platform9]

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commented Aug 19, 2019

For reports of these cases, we'd like to confirm:

  • Did this happen for you only after upgrading to version 13.0 of the WordPress app?
  • What is your iOS version?
  • What is your device language set to in Settings > General > Language & Region?

If anyone experiencing this is able to get to the logs in Profile > Help & Support > Activity Logs, please send us a copy in the Contact Us screen in the app or by sending to mobile-support@automattic.com. Thank you!

@koke

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commented Aug 20, 2019

I can see from sentry that this happens on -[CommentService mergeHierarchicalComments:forPage:forPost:] but I haven't been able to figure out any possible cause. My guess is that it could be related to a specific comment being synced, and not device-specific, so it would be interesting if we could try to reproduce this with any of the affected accounts.

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commented Aug 20, 2019

Noting the details from https://ios.forums.wordpress.org/topic/wordpress-app-crashing

I am running iOS 12.4 on an iPhone 5s.

I can’t remember which part of the app I was using but was working perfectly prior to the most recent update. The app stays on the start up screen for around 15 seconds before closing.

Just to let you know that deleting the app then reinstalling it fixed the issue, hopefully this might work for anyone else having this issue.

I couldn't access the activity logs before I deleted the app as I couldn't access any part of the app unfortunately.

@designsimply designsimply added this to To Do in Groundskeeping via automation Aug 21, 2019
@designsimply designsimply moved this from To Do to Prioritized iOS in Groundskeeping Aug 21, 2019
@thehenrybyrd

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commented Aug 26, 2019

Working with another report in #2296429-zen

A blue screen appears as though it’s going to open, then goes. Double clicking the home button shows it’s there, but trying to open it from there has just the same effect.

This person has an iPod Touch running iOS 12.3.1 and WPiOS 13.0, and this crash began after updating to 13.0.
In addition, they're running the TestFlight public beta on an iPad, currently WPiOS 13.1, and the crash is occurring there as well.
I'm asking them to clarify the device language.

@aerych aerych referenced this issue Aug 26, 2019
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@melindahelt

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commented Aug 27, 2019

adding to @thehenrybyrd 's issue above -- this user is English/United Kingdom

@designsimply designsimply changed the title Crash when updating or installing the version 13.0 on certain devices Crash on startup after updating to or installing version 13.0 Aug 27, 2019
@thehenrybyrd

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commented Sep 1, 2019

#2296429-zen from above came back to let us know that their devices updated to iOS 12.4.1, and their WPiOS apps on both devices are still crashing.

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commented Sep 2, 2019

Unfortunately we are still investigating this issue. We haven't been able to replicate it, but we are putting more logging and mitigation fixes in place. For now the only thing we can tell users is to uninstall and reinstall the app. If anyone is seeing the issue after following those steps please ping me.

@chaitanyamsv

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commented Sep 2, 2019

That's been my experience too. WordPress app stopped crashing once I uninstalled the existing version (13.1) and installed the updated version (13.1.1) on my iPhone 7 running on iOS 12.2.

Simply updating the app did not help; I had to uninstall the current version and install the latest version.

@koke koke referenced this issue Sep 3, 2019
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@designsimply designsimply changed the title Crash on startup after updating to or installing version 13.0 Crash on startup after updating iOS Sep 18, 2019
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commented Sep 18, 2019

I'm seeing a crash on startup happen for account design5279 with WP Internal 13.1.0.20190819 on both my iPhone and iPad right after updating to iOS 13.1 beta 4 (from 13.1 beta 3). I also have the app store version installed on the same device and that one is working normally—the app store version is a fresh install though, I deleted and reinstalled before noticing the crash-on-startup issue in WP Internal.

Video: 9s
Tested with WP Internal 13.2.0.20190827 (HockeyApp) on iPhone 6S iOS 13.1.

@jklausa @jkmassel I followed the previous conversation you had with @chaitanyamsv in Slack about pulling files from a local backup and sent them to you in the same thread. Here are the steps I followed to get the backup:

  1. Follow https://support.apple.com/en-us/HT203977#itunes to make a backup.
  2. Download and install iExplorer.
  3. Give iExplorer full disk access (follow the instructions that pop up).
  4. In iExplorer on Mac, go to today's backup > Backup Explorer > App > org.wordpress.internal.
  5. Export the folder, zip it, save it somewhere online with a share link.

Note: my backup org.wordpress.internal folder is only 1.7 MB.

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commented Sep 18, 2019

Noting a couple more test results:

Crash on startup after iOS 13.1 update with WP Internal 13.2.0.20190827 with WiFi on and "Very Bad Network" on in Link Conditioner: 6s

Crash on startup after iOS 13.1 update with WP Internal 13.2.0.20190827 with WiFi off and "Very Bad Network" on in Link Conditioner: 16s

Crash stops happening if I upgrade the app in place: 37s

@koke

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commented Sep 24, 2019

@designsimply I don't see any crashes that match this version in sentry. Can you look for them in your device and share, just to make sure it's the same crash?

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commented Sep 24, 2019

@koke certainly! I zipped up everything from the ~/Library/Logs/CrashReporter/MobileDevice folder for my device and sent it to ya in Slack.

Aside: I also looked for anything related to WP Internal at Settings > Privacy > Analytics > Analytics Data on the device directly but didn't see any file names that looked related.

(internal reference: p4a5px-2ry-p2)

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commented Sep 26, 2019

From a 1-star review - "Something has changed" by Viperscho – Sep 12, 2019 Version 13.1.1

Used this app infrequently for blog updates and it always worked fine. As of two weeks ago, it stopped working. When opened, the app briefly displays, then crashes to desktop on my iPad. No amount of updating, reinstallation, or patience while waiting for a fix has worked. Will have to begin using a different product to access my Wordpress site.

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commented Sep 26, 2019

From a 1-star review - "Log in failure, app crashes" by jw22455 – Sep 21, 2019 Version 13.2.1

Can’t access my blog ever since your last update. It’s making me log in now then gives me an error messages and crashes. Updated to iOS 13 today and same problem!

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commented Sep 26, 2019

From a 4-star review - "Crashes" by Expressionsfoto.com – Aug 31, 2019 Version 13.1.1

App starts then crashes. Tried updating, restart and nothing works. Maybe I should remove and reinstall

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commented Sep 26, 2019

From a 1-star review - "Crashes immediately" by BriceOne – Aug 23, 2019 Version 13.0.1

I had left a two-star for the last Wordpress version. But at least that worked. I updated in the hopes things would improve. Now the app just won’t open at all. How can I run a business on this?

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commented Sep 26, 2019

From a 1-star review - "WP crashes after update" by Max the Duolinguist – Aug 22, 2019 Version 13.0.1

The latest update just would not work on my SE at all, thus, alas, leaving me with the web app only.

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commented Sep 26, 2019

From a 1-star review - "Collapse" by Darkus04 – Aug 21, 2019 Version 13.0.1

Since installing this update my Wordpress app doesn’t open; it just starts up and immediately collapses before I can see my data.

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commented Sep 26, 2019

From a 1-star review - "Crashes" by worst scooter ever – Aug 16, 2019 Version 13.0

App used to be great but now keeps crashing. Fix please

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commented Sep 26, 2019

From a 1-star review - "Keeps crashing" by Boxcanyon – Jul 31, 2019 Version 12.9

New update keeps crashing, I can’t even sign on! Please fix

@wordpress-mobile wordpress-mobile deleted a comment from sentry-io bot Sep 27, 2019
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commented Sep 27, 2019

Finally found the crash in Xcode (it won't get to sentry since it crashes before it gets a chance to send the data):

Exception Type:  EXC_CRASH (SIGABRT)
Exception Codes: 0x0000000000000000, 0x0000000000000000
Exception Note:  EXC_CORPSE_NOTIFY
Triggered by Thread:  0

Thread 0 name:
Thread 0 Crashed:
0   libsystem_kernel.dylib        	0x000000023a6fa0dc __pthread_kill + 8
1   libsystem_pthread.dylib       	0x000000023a773094 pthread_kill$VARIANT$mp + 380 (pthread.c:1492)
2   libsystem_c.dylib             	0x000000023a652ea8 abort + 140 (abort.c:94)
3   WordPress                     	0x00000001003416b8 -[ContextManager persistentStoreCoordinator] + 1208 (ContextManager.m:267)
4   WordPress                     	0x00000001003404e4 __31-[ContextManager writerContext]_block_invoke + 76 (ContextManager.m:74)
5   libdispatch.dylib             	0x000000023a59c7d4 _dispatch_client_callout + 16 (object.m:511)
6   libdispatch.dylib             	0x000000023a53feb8 _dispatch_once_callout + 28 (once.c:52)
7   WordPress                     	0x0000000100340494 -[ContextManager writerContext] + 128 (once.h:84)
8   WordPress                     	0x0000000100340614 __29-[ContextManager mainContext]_block_invoke + 76 (ContextManager.m:86)
9   libdispatch.dylib             	0x000000023a59c7d4 _dispatch_client_callout + 16 (object.m:511)
10  libdispatch.dylib             	0x000000023a53feb8 _dispatch_once_callout + 28 (once.c:52)
11  WordPress                     	0x00000001003405c4 -[ContextManager mainContext] + 128 (once.h:84)
12  WordPress                     	0x0000000100341714 -[ContextManager startListeningToMainContextNotifications] + 92 (ContextManager.m:280)
13  WordPress                     	0x0000000100340304 -[ContextManager init] + 68 (ContextManager.m:34)
14  WordPress                     	0x0000000100340390 __32+[ContextManager sharedInstance]_block_invoke + 40 (ContextManager.m:44)
15  libdispatch.dylib             	0x000000023a59c7d4 _dispatch_client_callout + 16 (object.m:511)
16  libdispatch.dylib             	0x000000023a53feb8 _dispatch_once_callout + 28 (once.c:52)
17  WordPress                     	0x0000000100340360 +[ContextManager sharedInstance] + 72 (once.h:84)
18  WordPress                     	0x00000001009b60ac MediaCoordinator.init() + 228 (MediaCoordinator.swift:20)
19  WordPress                     	0x00000001009b6464 @objc MediaCoordinator.init() + 20 (<compiler-generated>:0)
20  WordPress                     	0x00000001009b5f68 globalinit_33_75C2DFAF7FEDF19BA73080809175E149_func1386 + 60 (MediaCoordinator.swift:0)
21  libdispatch.dylib             	0x000000023a59c7d4 _dispatch_client_callout + 16 (object.m:511)
22  libdispatch.dylib             	0x000000023a53feb8 _dispatch_once_callout + 28 (once.c:52)
23  libswiftCore.dylib            	0x0000000268472e40 swift_once + 40 (once.h:111)
24  WordPress                     	0x0000000100a17978 closure #1 in variable initialization expression of WordPressAppDelegate.uploadsManager + 176 (MediaCoordinator.swift:12)
25  WordPress                     	0x0000000100a1d3a0 WordPressAppDelegate.init() + 184 (WordPressAppDelegate.swift:37)
26  WordPress                     	0x0000000100a1d404 @objc WordPressAppDelegate.init() + 20 (<compiler-generated>:0)
27  UIKitCore                     	0x000000026708c348 _UIApplicationMainPreparations + 1720 (UIApplication.m:4318)
28  UIKitCore                     	0x000000026708bc04 UIApplicationMain + 160 (UIApplication.m:4347)
29  WordPress                     	0x000000010044a2e0 main + 240 (main.swift:7)
30  libdyld.dylib                 	0x000000023a5ad8e0 start + 4

I still don't know why this happens but at this point:

  • The app tried to open the core data database and it was incompatible, triggering a migration
  • The migration has failed for some reason
  • As a last resort, the app tries to back up the existing database, remove the file, and try again
  • The NSPersistentStoreCoordinator is still failing to add a persistent store at that URL, even if it should be creating a new clean one.
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commented Sep 30, 2019

From a 1-star review "App Crashing" by Shae F. – Sep 28, 2019 Version 13.2.3

Every time I try to open the app, it crashes. I’ve even tried to spam click the new post button and nothing... it just closes out. There is no use to keep an app on my phone if I’m unable to use it.

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commented Sep 30, 2019

From a 1-star review - "Great before update: by Aandreew – Aug 17, 2019 Version 13.0

After the update to 13, app crashes every time at startup.

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commented Oct 10, 2019

From the WordPress for iOS forums:

App crashing on iPhone 6 iOS 12.4.3
The app doesn’t proceed further the “Wordpress Logo” and shuts down automatically.
https://ios.forums.wordpress.org/topic/app-crashing-on-iphone-6-ios-1242

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commented Oct 11, 2019

I see only 3 crashes for this on Xcode for 13.3. Sadly, the approach in #12569 didn't yield the expected results, and the crash logs provided by Apple don't contain any details about the exception

Exception Type:  EXC_CRASH (SIGABRT)
Exception Codes: 0x0000000000000000, 0x0000000000000000
Exception Note:  EXC_CORPSE_NOTIFY
Triggered by Thread:  0

Last Exception Backtrace:
0   CoreFoundation                	0x1ac65698c __exceptionPreprocess + 228 (NSException.m:172)
1   libobjc.A.dylib               	0x1ab82f9f8 objc_exception_throw + 56 (objc-exception.mm:557)
2   WordPress                     	0x104793158 -[ContextManager persistentStoreCoordinator] + 1184 (ContextManager.m:266)
3   WordPress                     	0x104791fcc __31-[ContextManager writerContext]_block_invoke + 68 (ContextManager.m:74)
4   libdispatch.dylib             	0x1ac0957d4 _dispatch_client_callout + 16 (object.m:511)
5   libdispatch.dylib             	0x1ac038eb8 _dispatch_once_callout + 28 (once.c:52)
6   WordPress                     	0x104791f84 -[ContextManager writerContext] + 120 (once.h:84)
7   WordPress                     	0x1047920ec __29-[ContextManager mainContext]_block_invoke + 68 (ContextManager.m:86)
8   libdispatch.dylib             	0x1ac0957d4 _dispatch_client_callout + 16 (object.m:511)
9   libdispatch.dylib             	0x1ac038eb8 _dispatch_once_callout + 28 (once.c:52)
10  WordPress                     	0x1047920a4 -[ContextManager mainContext] + 120 (once.h:84)
11  WordPress                     	0x1047931b4 -[ContextManager startListeningToMainContextNotifications] + 92 (ContextManager.m:281)
12  WordPress                     	0x104791e04 -[ContextManager init] + 68 (ContextManager.m:34)
13  WordPress                     	0x104791e88 __32+[ContextManager sharedInstance]_block_invoke + 32 (ContextManager.m:44)
14  libdispatch.dylib             	0x1ac0957d4 _dispatch_client_callout + 16 (object.m:511)
15  libdispatch.dylib             	0x1ac038eb8 _dispatch_once_callout + 28 (once.c:52)
16  WordPress                     	0x104791e60 +[ContextManager sharedInstance] + 72 (once.h:84)
17  WordPress                     	0x104d3847c PostCoordinator.init(mainService:backgroundService:) + 632 (PostCoordinator.swift:28)
18  WordPress                     	0x104d381b4 globalinit_33_5D116A905D40F0186CABE86C80FC2843_func1206 + 68 (PostCoordinator.swift:0)
19  libdispatch.dylib             	0x1ac0957d4 _dispatch_client_callout + 16 (object.m:511)
20  libdispatch.dylib             	0x1ac038eb8 _dispatch_once_callout + 28 (once.c:52)
21  libswiftCore.dylib            	0x1da34ee40 swift_once + 40 (once.h:111)
22  WordPress                     	0x104e4dc98 closure #1 in variable initialization expression of WordPressAppDelegate.uploadsManager + 176 (PostCoordinator.swift:7)
23  WordPress                     	0x104e52124 WordPressAppDelegate.init() + 184 (WordPressAppDelegate.swift:36)
24  WordPress                     	0x104e52188 @objc WordPressAppDelegate.init() + 20 (<compiler-generated>:0)
25  UIKitCore                     	0x1d8f68348 _UIApplicationMainPreparations + 1720 (UIApplication.m:4318)
26  UIKitCore                     	0x1d8f67c04 UIApplicationMain + 160 (UIApplication.m:4347)
27  WordPress                     	0x104899a80 main + 240 (main.swift:7)
28  libdyld.dylib                 	0x1ac0a68e0 start + 4
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commented Oct 11, 2019

From a 1-star review "Won’t open?!" by Ekishq – Oct 11, 2019 Version 13.3

Went to open the app after not using it for a while so I could do a business post and it won’t open or does but crashes immediately. What a bummer, the app was so great for doing quick posts to my site :(.

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commented Oct 17, 2019

From a 5-star review "Recent version not working well" by Jens_Happy – Oct 17, 2019 Version 13.3

Over a month ago: The upgraded version started listing my sites in triplicate and crashing. Could not keep it open. Got even worse recently. Could not find any relevant support topics. Now threatens me with error messages as if my site is infected. I deleted the app and am reinstalling it now. […] If reinstalling the app doesn’t work, I will just go back to looking up my sites in a browser window.

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