Frequent crashes in Windows 11 v22H2

[tommyomw]

Summary

On some days(random), right after boot, Mattermost v5.2.1 autostarts in Windows 11 v22H2 and then crashes. Trying to start it again results in an instant crash (no error). After 5-10-15 attempts, it stops crashing and works for the rest of the day.

Steps to reproduce

Start Mattermost in Windows 11 - random occurance.

Expected behavior

To work without crashing.

Observed behavior (that appears unintentional)

There are "Information" Event logs stating:

Ending a Windows Installer transaction: C:\Windows\system32\config\systemprofile\AppData\Local\mdm{2ED3847B-FF54-4238-BD01-B24893454F14}.msi. Client Process Id: 8512.

Windows Installer reconfigured the product. Product Name: Mattermost. Product Version: 5.1.1. Product Language: 1033. Manufacturer: Mattermost, Inc.. Reconfiguration success or error status: 1603.

Product: Mattermost -- Configuration failed.

Possible fixes

Will double check the MDM deployment side, but this should be prevented from happening / should be fixed in the app. Windows 10 users (having the same app version and deployment settings) don't experience this issue.

[devinbinnie]

@tommyomw Do you have any log files from users that are experiencing this issue? If the app is crashing I'd like to see if we can pinpoint where this is happening on your systems.

As a note, I'm running Windows 11 22H2 as well and haven't been experiencing crashes.

[tommyomw]

Hi,

I've been collecting info from our users and it seems that Linux users have the same issue. The only ones that do not, are the MacOS systems - which are being managed by Jamf policy (not by Google Workspace).

I think this is related to the fact that we are pushing the deployment of Mattermost through Google Workspace - on which we are deploying version 5.1.1, to our Windows clients, from https://releases.mattermost.com/desktop/5.1.1/mattermost-desktop-5.1.1-x64.msi

Since the application is auto-updating, the policy might still be trying to install 5.1.1 over the already running 5.2.1 - resulting in crashes? [image: image.png]

[image: image.png]

On Mon, Dec 5, 2022 at 3:34 PM Devin Binnie @.***> wrote:

@tommyomw https://github.com/tommyomw Do you have any log files from users that are experiencing this issue? If the app is crashing I'd like to see if we can pinpoint where this is happening on your systems.

As a note, I'm running Windows 11 22H2 as well and haven't been experiencing crashes.

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-- Tomy Minea TechOps Engineer

@.***

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[tommyomw]

Hi,

Please see attached.

Even tho' I updated our deployment environment (Google Workspace using OMA-URI, and ), to deploy the latest release: https://releases.mattermost.com/desktop/5.2.2/mattermost-desktop-5.2.2-x64.msi, the problem still persists.

On Mon, Dec 5, 2022 at 3:34 PM Devin Binnie @.***> wrote:

@tommyomw https://github.com/tommyomw Do you have any log files from users that are experiencing this issue? If the app is crashing I'd like to see if we can pinpoint where this is happening on your systems.

As a note, I'm running Windows 11 22H2 as well and haven't been experiencing crashes.

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-- Tomy Minea TechOps Engineer

@.***

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[devinbinnie]

@tommyomw Can you post some log files from users who have experienced these crashes? Thanks!

[tommyomw]

Mattermost.zip Please see attached (hopefuly this works now). main.log

[tboulis]

@tommyomw It seems like the GPU process crashes. Can you please check if enabling (or disabling) hardware acceleration fixes the issue? Also, do the users have PCs with common specs (gpu, cpu)?

[tommyomw]

I would say yes. All the users experiencing this issue have ThinkPad Carbon X1 Gen 5 to Gen 8.

On Thu, Dec 8, 2022 at 6:16 PM Tasos Boulis @.***> wrote:

@tommyomw https://github.com/tommyomw It seems like the GPU process crashes. Can you please check if enabling (or disabling) hardware acceleration fixes the issue? Also, do the users have PCs with common specs (gpu, cpu)?

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[tommyomw]

I unticked the "Use GPU hardware acceleration" this morning and was hopeful that the problem went away. Unfortunately, I just had the app crash again.

It only crashed once (it seems it is not doing it repeatedly, as it used to do: crash -> I open it again -> immediate crash -> I open it again -> immediate crash... until suddenly stopped crashing for a good while).

On Thu, 8 Dec 2022 at 18:16, Tasos Boulis @.***> wrote:

@tommyomw https://github.com/tommyomw It seems like the GPU process crashes. Can you please check if enabling (or disabling) hardware acceleration fixes the issue? Also, do the users have PCs with common specs (gpu, cpu)?

— Reply to this email directly, view it on GitHub https://github.com/mattermost/desktop/issues/2450#issuecomment-1343042771, or unsubscribe https://github.com/notifications/unsubscribe-auth/A23X2BMZPBU6KXXSMLEY3S3WMIJVZANCNFSM6AAAAAASUJ5KPE . You are receiving this because you were mentioned.Message ID: @.***>

-- Tomy Minea TechOps Engineer

@.***

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[devinbinnie]

@tommyomw Do you have any anti-virus or other endpoint security software that could be interfering with Mattermost?

[tommyomw]

I have Crowdstrike, but if it would interfere, I would receive a report or notification about the action. I have no option to disable it.

On Fri, 9 Dec 2022 at 14:59, Devin Binnie @.***> wrote:

@tommyomw https://github.com/tommyomw Do you have any anti-virus or other endpoint security software that could be interfering with Mattermost?

— Reply to this email directly, view it on GitHub https://github.com/mattermost/desktop/issues/2450#issuecomment-1344341587, or unsubscribe https://github.com/notifications/unsubscribe-auth/A23X2BMOCNHRV2ORNIMOAPDWMM3MTANCNFSM6AAAAAASUJ5KPE . You are receiving this because you were mentioned.Message ID: @.***>

-- Tomy Minea TechOps Engineer

@.***

Oetker Digital GmbH https://www.oetkerdigital.com/ | https://www.instagram.com/oetkerdigital/ | https://www.linkedin.com/company/oetker-digital-gmbh Stralauer Allee 11 | 10245 Berlin | Germany

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[tommyomw]

Is there any solution to the issue? The problem keeps bugging users. It only happens on Windows 11 (we use build 22000.1335).

On Fri, 9 Dec 2022 at 15:02, Tomy Minea @.***> wrote:

I have Crowdstrike, but if it would interfere, I would receive a report or notification about the action. I have no option to disable it.

On Fri, 9 Dec 2022 at 14:59, Devin Binnie @.***> wrote:

@tommyomw https://github.com/tommyomw Do you have any anti-virus or other endpoint security software that could be interfering with Mattermost?

— Reply to this email directly, view it on GitHub https://github.com/mattermost/desktop/issues/2450#issuecomment-1344341587, or unsubscribe https://github.com/notifications/unsubscribe-auth/A23X2BMOCNHRV2ORNIMOAPDWMM3MTANCNFSM6AAAAAASUJ5KPE . You are receiving this because you were mentioned.Message ID: @.***>

-- Tomy Minea TechOps Engineer

@.***

Oetker Digital GmbH https://www.oetkerdigital.com/ | https://www.instagram.com/oetkerdigital/ | https://www.linkedin.com/company/oetker-digital-gmbh Stralauer Allee 11 | 10245 Berlin | Germany

Geschäftsführer: Dr. Alexander Mrozek (Vorsitzender), Maik Oliver Ludewig Gesellschaftssitz: Bielefeld Registergericht: Amtsgericht Bielefeld HRB 42375

-- Tomy Minea TechOps Engineer

@.***

Oetker Digital GmbH https://www.oetkerdigital.com/ | https://www.instagram.com/oetkerdigital/ | https://www.linkedin.com/company/oetker-digital-gmbh Stralauer Allee 11 | 10245 Berlin | Germany

Geschäftsführer: Dr. Alexander Mrozek (Vorsitzender), Maik Oliver Ludewig Gesellschaftssitz: Bielefeld Registergericht: Amtsgericht Bielefeld HRB 42375

[tboulis]

Hi @tommyomw, it seems like the issue is a combination of two issues. On the one side there is the identical hardware between the users and on the other side there is the MDM that might cause this. Since we don't have enough information about the crash, can you please check if there are any files named uncaughtException-XXXXXX.txt in the directory %appdata%/Mattermost and post them here?

About "use GPU hardware acceleration", please try again to disable it and restart the application. Sometimes it might not take effect immediately and without a restart

[tommyomw]

No such file at that location.

However, today's crashes were around 9:50 - 9:52, and in the main.log, I found this that may help you:

[2022-12-19 09:50:11.379] [warn] app-update.yml does not exist, disabling auto-updates [2022-12-19 09:50:11.409] [debug] DownloadsManager.init { 'this.json': {}, validatedJSON: {} } [2022-12-19 09:50:11.412] [debug] DownloadsManager.saveAll [2022-12-19 09:50:11.415] [debug] DownloadsManager.checkForDeletedFiles [2022-12-19 09:50:11.539] [info] Log level set to: info [2022-12-19 09:50:11.585] [warn] Current working directory is C:\Windows\system32, changing into C:\Program Files\Mattermost\Desktop [2022-12-19 09:50:11.673] [info] Autoupgrade disabled: false [2022-12-19 09:50:11.747] [info] BrowserView created for server Oetker Digital_TAB_MESSAGING [2022-12-19 09:50:11.749] [info] [Oetker Digital__...] Loading https://chat.oetkerdigital.com/ [2022-12-19 09:50:11.762] [warn] couldn't show Oetker DigitalTAB_MESSAGING, not ready [2022-12-19 09:50:11.808] [warn] Failed to set new language en-GB [2022-12-19 09:50:11.810] [warn] Failed to set new language DE [2022-12-19 09:50:11.832] [info] config.autostart has been configured: true [2022-12-19 09:50:12.224] [info] Log level set to: info [2022-12-19 09:50:12.313] [info] Log level set to: info [2022-12-19 09:50:12.352] [info] config.autostart has been configured: true [2022-12-19 09:50:12.402] [info] config.autostart has been configured: true [2022-12-19 09:50:12.478] [info] Log level set to: info [2022-12-19 09:50:12.603] [info] config.autostart has been configured: true [2022-12-19 09:50:12.623] [info] [Oetker Digital...] finished loading https://chat.oetkerdigital.com/ [2022-12-19 10:20:16.773] [warn] app-update.yml does not exist, disabling auto-updates [2022-12-19 10:20:16.801] [debug] DownloadsManager.init { 'this.json': {}, validatedJSON: {} } [2022-12-19 10:20:16.804] [debug] DownloadsManager.saveAll [2022-12-19 10:20:16.807] [debug] DownloadsManager.checkForDeletedFiles [2022-12-19 10:20:16.925] [info] Log level set to: info [2022-12-19 10:20:17.068] [info] Autoupgrade disabled: false [2022-12-19 10:20:17.133] [info] BrowserView created for server Oetker DigitalTAB_MESSAGING [2022-12-19 10:20:17.136] [info] [Oetker Digital...] Loading https://chat.oetkerdigital.com/ [2022-12-19 10:20:17.148] [warn] couldn't show Oetker DigitalTAB_MESSAGING, not ready [2022-12-19 10:20:17.193] [warn] Failed to set new language en-GB [2022-12-19 10:20:17.195] [warn] Failed to set new language DE [2022-12-19 10:20:17.235] [info] config.autostart has been configured: true [2022-12-19 10:20:17.529] [info] Log level set to: info [2022-12-19 10:20:17.661] [info] config.autostart has been configured: true [2022-12-19 10:20:17.686] [info] Log level set to: info [2022-12-19 10:20:17.813] [info] config.autostart has been configured: true [2022-12-19 10:20:17.853] [info] [Oetker Digital___...] finished loading https://chat.oetkerdigital.com/ [2022-12-19 10:20:17.929] [info] Log level set to: info [2022-12-19 10:20:17.997] [info] config.autostart has been configured: true

On Mon, 19 Dec 2022 at 12:35, Tasos Boulis @.***> wrote:

Hi @tommyomw https://github.com/tommyomw, it seems like the issue is a combination of two issues. On the one side there is the identical hardware between the users and on the other side there is the MDM that might cause this. Since we don't have enough information about the crash, can you please check if there are any files named uncaughtException-XXXXXX.txt in the directory %appdata%/Mattermost and post them here?

About "use GPU hardware acceleration", please try again to disable it and restart the application. Sometimes it might not take effect immediately and without a restart

— Reply to this email directly, view it on GitHub https://github.com/mattermost/desktop/issues/2450#issuecomment-1357505384, or unsubscribe https://github.com/notifications/unsubscribe-auth/A23X2BI2QEZP5Q2OPODMMGTWOBCALANCNFSM6AAAAAASUJ5KPE . You are receiving this because you were mentioned.Message ID: @.***>

-- Tomy Minea TechOps Engineer

@.***

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[tboulis]

@tommyomw Thank you. From these logs, there is no indication of a crash. There should be a line like [error] The GPU process has crashed .... What is the behaviour you observe? Does the application close by itself or do you see a blank screen?

[tommyomw]

As soon as I open it, it closes back. And the tray icon/logo stays on, until I hover my mouse over it.

On Mon, 19 Dec 2022 at 13:34, Tasos Boulis @.***> wrote:

@tommyomw https://github.com/tommyomw Thank you. From these logs, there is no indication of a crash. There should be a line like [error] The GPU process has crashed .... What is the behaviour you observe? Does the application close by itself or do you see a blank screen?

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-- Tomy Minea TechOps Engineer

@.***

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[tboulis]

Got it, thanks. Is it possible to test with a previous version, eg 5.1.1 and see if the problem persists?

[tommyomw]

Testing a different version would be troublesome, as I would need to do it in a different OU + set it up for deployment as we have it in the live environment.

Question: is there a way to disable auto-updates? I fear this + deployment is causing an issue. The fact that our cloud policy pushes the 5.2.2 version to clients.

In the event viewer around the time of crash this is reported (from oldest to newest):

RestartManager: Ending session 0 started ‎2022‎-‎12‎-‎19T08:51:43.232694900Z. RestartManager: Ending session 0 started ‎2022‎-‎12‎-‎19T08:51:46.196722000Z. Security-SPP: Successfully scheduled Software Protection service for re-start at 2122-11-25T08:51:57Z. Reason: RulesEngine. Security-SPP: The Software Protection service has stopped. MsiInstaller: Beginning a Windows Installer transaction: C:\Windows\system32\config\systemprofile\AppData\Local\mdm{25AC2E99-0FBE-496D-965F-FE9F3BB222B5}.msi. Client Process Id: 12888. MsiInstaller: Product: Mattermost -- Configuration failed. MsiInstaller: Windows Installer reconfigured the product. Product Name: Mattermost. Product Version: 5.2.2. Product Language: 1033. Manufacturer: Mattermost, Inc.. Reconfiguration success or error status: 1603. MsiInstaller: Ending a Windows Installer transaction: C:\Windows\system32\config\systemprofile\AppData\Local\mdm{25AC2E99-0FBE-496D-965F-FE9F3BB222B5}.msi. Client Process Id: 12888. RestartManager: Starting session 0 - ‎2022‎-‎12‎-‎19T08:52:08.217025000Z. RestartManager: Ending session 0 started ‎2022‎-‎12‎-‎19T08:52:08.217025000Z. Security-SPP: Offline downlevel migration succeeded.

On Mon, 19 Dec 2022 at 13:46, Tasos Boulis @.***> wrote:

Got it, thanks. Is it possible to test with a previous version, eg 5.1.1 and see if the problem persists?

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@.***

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[tboulis]

That makes sense @tommyomw. Because the clients are configured by MDM, the user cannot disable autoupdates from the client side. This should be done from the registry configuration side (Group Policy Objects)

[tommyomw]

This still doesn't explain why it works just fine on Windows 10. I will have to test myself in a different OU, without Mattermost deployment. Still this should be investigated either by you or by Microsoft, as it's not normal behavior.

On Mon, 19 Dec 2022 at 14:35, Tasos Boulis @.***> wrote:

That makes sense @tommyomw https://github.com/tommyomw. Because the clients are configured by MDM, the user cannot disable autoupdates from the client side. This should be done from the registry configuration side (Group Policy Objects)

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@.***

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[tboulis]

@tommyomw Unfortunately, we cannot solve an issue which we cannot reproduce or do not have enough information about. One the one side, we should have more useful logs/reports when the application crashes - it will be addressed in v5.3.0 but, on the other side, mattermost is built on top of electron, which usually has compatibility/crash issues with recently released OSs (like windows 11).

We still investigate the issue, and if something comes up we'll let you know. Thank you for your patience

[tommyomw]

That sounds promising. I understand. Thank you.

On Tue, 20 Dec 2022 at 15:13, Tasos Boulis @.***> wrote:

@tommyomw https://github.com/tommyomw Unfortunately, we cannot investigate an issue which we cannot reproduce or do not have enough information about. One the one side, we should have more useful logs/reports when the application crashes - it will be addressed in v5.3.0 but, on the other side, mattermost is built on top of electron, which usually has compatibility/crash issues with recently released OSs (like windows 11).

We still investigate the issue, and if something comes up we'll let you know. Thank you for your patience

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@.***

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[devinbinnie]

@tommyomw Is this still an issue for you in v5.3.1? If so, is it also an issue on the latest nightly build: https://community.mattermost.com/core/channels/desktop-builds

[tommyomw]

Hi,

The issue rarely appears (can't remember the last time it happened to me). But we have several users who were migrated to Win11 who still complain about the same issue - I will have to check their Mattermost versions to confirm / deny.

On Thu, 4 May 2023 at 15:42, Devin Binnie @.***> wrote:

@tommyomw https://github.com/tommyomw Is this still an issue for you in v5.3.1? If so, is it also an issue on the latest nightly build: https://community.mattermost.com/core/channels/desktop-builds

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@.***

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[devinbinnie]

@tommyomw Just wondering if this still happens on the latest version? We've done many improvements to v5.6.

[devinbinnie]

Closing as stale.