iOS crashes when invoking KommunicateFlutterPlugin.buildConversation

[mbtodorov]

Hello 👋

We are using the kommunicate SDK. We've been having issues with crashes in our iOS production application for a while. Its impacted 110 sessions for the past 14 days in our app. We noticed that the release notes in the latest version of the SDK, 1.7.0, included a 'fixed crashes' items. We assumed this might address the crashes we are having.

However, even after upgrading to your latest version, the crashes still persist

I appreciate I haven't given any useful information around reproducing the issue. This is because we cant consistently reproduce it, there seem to be no clear steps. Let me know if I can provide any other helpful logs or other information. Any updates around this would be much appreciated!

Here is the entry for kommunicate_sdk from pubspec.lock:

  kommunicate_flutter:
    dependency: transitive
    description:
      name: kommunicate_flutter
      sha256: "915931eeec6e5abf5f450cda2be378c7d106e8e90bbc3501fda20bffbeecf05b"
      url: "https://pub.dev"
    source: hosted
    version: "1.7.0"

Here are all kommunicate-related entries from Podfile.lock:

  - Kommunicate (6.9.9):
    - KommunicateChatUI-iOS-SDK (~> 1.1.6)
  - kommunicate_flutter (0.0.1):
    - Flutter
    - Kommunicate (~> 6.9.2)
  - KommunicateChatUI-iOS-SDK (1.1.6):
    - KommunicateChatUI-iOS-SDK/Complete (= 1.1.6)
  - KommunicateChatUI-iOS-SDK/Complete (1.1.6):
    - iOSDropDown
    - Kingfisher (~> 7.6.2)
    - KommunicateChatUI-iOS-SDK/RichMessageKit
    - KommunicateCore-iOS-SDK (~> 1.1.1)
    - SwipeCellKit (~> 2.7.1)
    - ZendeskChatProvidersSDK (~> 3.0.0)
  - KommunicateChatUI-iOS-SDK/RichMessageKit (1.1.6)
  - KommunicateCore-iOS-SDK (1.1.1)

[Sathyan-KM]

@mbtodorov Thanks for reporting the issue. Let me check it. If I need more details , Will reach out to you.

[AbhijeetRanjan308]

Hello @mbtodorov, could you please share the data you're passing in the 'build conversation' function? We're attempting to replicate the scenario that led to the crash.

[mbtodorov]

Yes, certainly!

class LiveChat {
  const LiveChat();

  /// Checks whether the user is currently logged in.
  Future<bool> get _isLoggedIn async =>
      await KommunicateFlutterPlugin.isLoggedIn() == true;

  Future<void> launchConversation({
    required String botId,
    required String userId,
    required String displayName,
    String? contactNumber,
    required String email,
    Map<String, dynamic>? metadata,
  }) async {
    if (!await _isLoggedIn) {
      final user = <String, dynamic>{
        'appId': kLiveChatAppId,
        'userId': email,
        'displayName': displayName,
        'contactNumber': contactNumber,
        'email': email,
        'metadata': metadata,
      };

      await KommunicateFlutterPlugin.login(user);
    }

    final conversationSettings = {
      'appId': kLiveChatAppId,
      'isSingleConversation': false,
      'conversationAssignee': botId,
    };

    await KommunicateFlutterPlugin.buildConversation(conversationSettings);
  }
}

[AbhijeetRanjan308]

Thank you @mbtodorov for providing the details. Could you please specify if this issue is occurring on a particular iOS version or device, such as iPhone SE or iPhone 14?

[mbtodorov]

Sure, let me share the analytics we have around this error from the production app:

This is the OS version distribution:

It seems the error is hapenning on a lot of iOS versions, so I dont assume its some specific to an iOS version

And here is the device distribution, again it seems that its not tied to a single device:

device architecture distribtuion:

If it will help, I am happy to also provide some recordings from user bug reports, which show the app crashing

[AbhijeetRanjan308]

Yes please share those crash videos, they will be very helpful.

[mbtodorov]

@AbhijeetRanjan308 could I email the recordings to you privately? We also have a slack channel with kommunicate and our company (stint), where I can share this

[AbhijeetRanjan308]

Absolutely! Please feel free to send the email to support@kommunicate.io

[AbhijeetRanjan308]

Hi @mbtodorov, just following up – did you send the videos via email or Slack?

[mbtodorov]

Apologies, this slipped my mind yesterday. I have now sent an email to support@stint.co which references this issue and includes an attached recording. Let me know if I can help in any other way!

[AbhijeetRanjan308]

Hi @mbtodorov , we wanted to follow up on the release version 1.7.3 as we previously updated you via email about the changes. Has this issue been resolved for you?

[mbtodorov]

Hello. Yes, I can confirm that we updated the kommunicate plugin and the crash was fixed. Happy to close this!

[AbhijeetRanjan308]

Thank you @mbtodorov for the update. We are glad to hear that the issue has been resolved.