Desktop App 5.9.0 Freezing Ubuntu 24.04.1 LTS

[jonespaulr]

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Summary

Desktop app freezes after a few minutes - no new messages arrive, message window shows 'Loading...' if team or channel changed. Reload or Reload and Clear Cache go to spinning wheel icon and never progress. App is installed from Mattermost Ubuntu repo - same behaviour for installing via snap.

Steps to reproduce

Open the app, leave it for a few minutes.

Operating System

Ubuntu Linux 24.04.1 LTS x64

Mattermost Server Version

9.6.1

Expected behavior

App should continue to work normally, with new messages arriving and being able to switch between teams and channels with no issue

Observed behavior

Behaviour is normal immediately after opening, but before long (between 5-10 minutes) app becomes unresponsive. Doesn't seem to be triggered by doing anything, just a matter of time. Closing and reopening the app immediately solves the issue, for a few minutes. Web client version of the same works without issue.

Log Output

Additional Information

The only thing in the logs that registers as an error is "[2024-11-05 16:18:03.380] [error] [WebContentsEventM...] [TEST] [TAB_MESSAGING] [renderer] Uncaught (in promise) Error: Not authorized", although I believe this to be a false positive from other searches.

Possible fixes

This is an issue that has come about since upgrading from the previous Ubuntu LTS 22.04.05 where the app worked without issue. So presumably tied to something which has changed with an Ubuntu package. But no idea what.

[devinbinnie]

@jonespaulr Does the same thing happen if you try to use community.mattermost.com? I'm wondering if it's due to a large load on the web client that the Desktop App is struggling with somehow.

[jonespaulr]

@devinbinnie. Adding that to the client and leaving it for a few minutes and it's still working as expected, whereas if I change server back to 'my' one, that's frozen already.

Interestingly as I type this I've had a private message through on my server. The red notification dot has appeared and the user's name in Unread, but no message:

For the server here - that's larger/has more teams/channels than the community server but AFAIK I'm the only person having problems. And it does seem linked to my OS upgrade, as no problems here previously. So a bit strange if it's a server-side issue? But maybe...

[devinbinnie]

@jonespaulr So if you're able to switch between servers freely, then it's likely not the Desktop App having issues specifically, it's likely something in the client. Do you see any errors in Developer Tools? (you can see in View > Developer Tools for Current Server).

To be sure, can you send some logs from the Desktop App? First can you turn on Debug logging in the Settings modal and then use the app for a bit while the server is slow? That way we can capture if there's anything the app is doing to slow things down.

[jonespaulr]

This is the log output after I started the app the most recent time. Things here look in line with the rest of the log going back a good few months.

main.log

On the developer console though, yes - these ERR_CONNECTION_REFUSED messages start as soon as the app goes unresponsive.

[devinbinnie]

@jonespaulr Looks like your connection to the server is being lost, or perhaps blocked somehow. Are you running in a managed environment, or do you have a VPN or some kind of endpoint security? It looks like something external is stopping the app from connecting. Assuming Developer Tools doesn't also go unresponsive, it's not likely the Desktop App stopping you from connecting.

[jonespaulr]

Connection is on the same VLAN to an internally hosted server, so no VPN here. There's a local firewall on the server, but that's just listening on 443 and is open to internal traffic. I can't think of anything else that would be blocking traffic, especially not anything that would allow it for a few minutes before closing it off.

There's AV on my machine and on the server, but logs here are clean. SELinux is the other thing that could block internally, but again, that's a hard block not something that comes and goes and isn't logging any issues here either.

Developer Tools (and the community server) do keep working once the one server has gone into this loop though, so I'd agree that that doesn't seem like an app problem. To that extent, I guess this can be closed as not an App issue, although still quite puzzling!

Thanks for the help.

[devinbinnie]

No problem, if you end up with more information let me know. Otherwise I'll close this issue.