Server Version#: 1.18.1
Player Version#: 5.15.1
No change (or response) since I first posted it, iOS player still quits with no reason or error at random times.
PlexDebugInfo-komer83-5.15.1-17343 (2019-06-03 17.23.51 0300).zip (872.0 KB)
Server Version#: 1.18.1
Player Version#: 5.15.1
No change (or response) since I first posted it, iOS player still quits with no reason or error at random times.
PlexDebugInfo-komer83-5.15.1-17343 (2019-06-03 17.23.51 0300).zip (872.0 KB)
First of all, I’d suggest updating to the latest version of the app, which is 6.4.1, you’re still on 5.15.1 which came out in May 2019.
I am having the same issue using the latest version of server and player, and without enabling experimental features. Client will just quit to home screen randomly, requiring re-opening and hopefully resume video near same timestamp (sometimes skips to end of video or restarts).
Can you please provide some logs from the client?
Hi Dave
I will wait for the issue to reproduce so I can provide you a good timeframe for the logs.
Where can I upload the logs privately to you? Not sure what personal information can end up in the logs.
Thanks!
There’s nothing really personal in the logs, so here is fine, or you can DM them.
Hi
I DMed you the logs previously, but haven’t had a reply yet. Unfortunately still experiencing random crashes.
Thanks
Aside from the logs, can you also share the crash report? If possible, share both at the same time.
You can get it from iOS Settings -> Privacy -> Analytics & Improvements -> Analytics Data, then look for PlexMobile with the date and time when the crash happened, tap on the crash and then the Share button on the top right.
Thank you!
Hi sergious87,
I just had a sudden crash, but it does not appear that a crash report was generated . No entries with a 2020 timestamp. The crash appears as just a sudden transition to home screen. Navigating back to the app has it reload.
Here is a link to the logs I submitted previously:
https://forums.plex.tv/uploads/short-url/kV8wSHSNddpkCXRnh7KgSAcOYD7.log
Thanks
Can you tell me what were you doing when it crashed? Without the crash report I can’t really know what happened, those logs are not pointing to anything specific
The crash occurs when just watching a video and without any interaction. It’s a very quick crash, going from video playing directly to home screen.
It occurs both with and without the experimental video player.
Do you have a customized Home screen? Or are you using the automatic mode?
I’m over on the other thread about this too, but here is my crash report from the same issue.
I don’t use a customized home screen.
Yesterday I restored the iPad to factory - full reset. The only thing I installed was Plex. Everything is up to date but still having this very frustrating issue.Plex Crash 3 3 20.txt (69.7 KB)
Two more crashes today. Here are the files from today’s Plex experience…Plex Crash 3 4 20 - 174356.txt (49.6 KB) Plex Crash 3 4 20 - 124909.txt (49.8 KB)
@Janine-Campos correct me if I’m wrong but those crashes seem to happen when the app starts, and this thread is about a crash while watching videos. Is that correct?
If I’m not wrong, your crash basically happens because the app takes too long to initialize in your device (which might be old/slow at this point?) and iOS ends up killing it.
We intend to improve the load times, but there is nothing we can do in the short term. I would suggest to try and update your iOS version and see if that makes any difference: newer iOS versions usually improve loading time for apps.
@sergiou87 No, these crashes are not from when the app starts. I have heard of others with that problem, but I have never had a crash at start.
These logs are from crashes that happened after playing a video for a while. I don’t know exactly how long, but I would say after more than 30 minutes.
Hmmm interesting… then I suspect iOS didn’t generate crash reports while you played the video. Those reports are definitely when the app is starting (maybe when the app starts in background for some background task, which would explain why you haven’t noticed the crash).
Do the time and date of those crash report match with the moment when you had the crash?
I’ll note the time of the crash next time and report back.
OK so here is exactly what happened:
There are a few other logs in Analyitcs from today. The only thing the iPad was used for today was Plex. Other logs include:
Would the info from any of those help?
Plex Crash 3 6 20 - 144051.txt (69.1 KB)
Another crash, this time after playing video for approx 1.5 hours. Exactly the same as described above, except this time there were 2 new reports in Analytics. One from when I started to play the video (15:00) and one at the crash (16:32). Both attached.
Plex Crash 3 6 20 - 16323555.txt (66.6 KB) Plex Crash 3 6 20 - 15005496.txt (68.6 KB)