Crash on Launch (Launch Failure)

radix007 commented 2 years ago

[x] I have searched open and closed issues for duplicates
[x] I am submitting a bug report for existing functionality that does not work as intended
[x] This isn't a feature request or a discussion topic

Bug description

Whenever I am opening Signal iOS app it is showing me Couldn't Open Signal. Signal had a problem while trying to open. Please send a debug log to support@signal.org to help troubleshoot this issue.

Steps to reproduce

Open Signal App
Small Prompt in the bottom shows the message "Couldn't Open Signal"
Two options shown at this point: Submit Debug Log or Open Signal Instead
When I click on Open Signal instead app crashes and I return back to home screen
When I click on submit debug log, it creates the log and gives various options to share the log like: Email Support, Copy Link, Open a Bug Report, Share and Cancel
After clicking on either of these options in no case does the app open. It is only crashing and then we repeat the whole process again
I also tried to uninstall the app and install again. It was working then but after 5-6 hours the bug started to show up again.

Actual result: The app does not open and crashes every time

Expected result: The app should open when I click on use signal app instead or after I close it. Not really sure why this is happening.

Screenshot

Signal App Launch Crash

Device info

Device: iPhone 6

iOS version: 12.5.5 (16H62)

Signal version: 5.42.0.12

Link to debug log

https://debuglogs.org/ios/5.42.0/1827923fba28c363a2d491730d8b11ef55524d521220bf4d98cfefdf3b85f94f.zip

fracture-point commented 1 year ago

Thanks @gabrc52 , I instead followed the advice further up to:

Uninstall Signal
Perform a backup/sync using MacOS (which BTW is no longer done using iTunes, it's now done through Finder by accessing the phone like removable media)
Restore the phone from the backup
Reinstall Signal

This worked!

I will say that I'm a bit concerned that the app data is not truly deleted when the app is uninstalled - is this an Apple issue or Signal issue? Seems like a security issue to have sensitive data lingering...

3nitycross commented 1 year ago

I am having the same issue. Sent a debug log to signal and did 3 updates in the last month. No help from signal, just the same auto reply message. Can I somehow uninstall and keep my contacts and reinstall?

S-Sudarsan commented 1 year ago

Good news, upgrading to latest version 6.16 fixed it for me. Upon opening the app after upgrade, it prompted me with a message that it is going to attempt recovering the database that looks corrupted and it indeed recovered everything up until when I first encountered the issue (9 months ago). Only bit that the recovery mentioned that it could not was, not able to deliver any messages that were sent to me during the last 9 months but I suppose that is not too big an issue given I have not lost any data that I already had. Thanks to the team that resolved the bug (at least for me) with 6.16.

GalileoGalileo commented 1 year ago

same problem here, crashes on start up, can't resolve with Uninstal and reinstal, , iPhone 11 Pro iOS 16.2, current version is 6.16 as was updated a few days ago. Still don't work

https://debuglogs.org/ios/6.16.0/ed3bb2bc3cb333932437f4e3e5762fd01adc86004940c8a6fe14f9449f79f937.zip

EvanHahn-Signal commented 1 year ago

I know this is very frustrating.

It's a really tricky issue and we've done a ton of work to try to mitigate it (e871e20e07ec8e523fca030465d9255017063c53, 941284f462b0424866683ed26dd2223710761f6d, e40e449c5c73a2c97baa13ad83cbfcd676e77967, 543f86f17b6e4232807e7619314b05aed9876ae8, d36a7f58c0db4cae462ba44f0c8c97a67cef1e64, 3892b9ead6e4588215bab5ed05f799835688a09b, dc9637b1272500db4ee917715809b113cdcd573a, 418ac9a836defad96c2274f27e18ee41688673c8, 349681ff850baec3ce88a3354ac2264b59f89ef3, 4da042c1d52353f89a7e120b764f2ee18d23b79a, 11c2cf081351ab418f3baffc0949b7f91b02a0df, e5f3367a5417f7ba319db9d91435779682a38d38, 9d8e6b78ea48f0252ffea25bbe7013c4907efc91, 4cde41d64de0fe47a6b731f71c4446d036c8e407, 68b6f92367501f51a204ad00ed0fd9b106728231, among others). We're still prioritizing fixing this, it's just very hard.

Please keep your app updated. If you run into this, please reach out to our support team with a debug log and a crash log.

gonultasbu commented 1 year ago

I am also suffering from this problem on iPhone 13 Pro, the app shows a prompt saying Problem Retrieving Data and the only button to press is continue. After pressing that, the app tries to recover the messages but crashes at 0%. Cannot use the app on my phone anymore.

Miguel-Signal commented 1 year ago

@gonultasbu Could you please email support@signal.org? There are some additional logs we'd like for you to send us from your device.

gonultasbu commented 1 year ago

Hey @Miguel-Signal, where can I find a list of those additional logs so I can append them to the email?

Miguel-Signal commented 1 year ago

@gonultasbu We'll respond to your initial email with those instructions!

bychaos commented 1 year ago

Is this issue not solved yet? I hard reset my iphone few days ago and after that everytime I tried to open it crashed. I reinstall it several times even tried to beta version but no luck. I mailed to support and send the additional crash logs but havent got a reply yet. I dont care about previous chat logs or anything I just want to use the app again. Any recommendations?

gonultasbu commented 1 year ago

I have been waiting for a fix for about a month as well.

mklinger commented 1 year ago

Same problem here, according to support@signal.org. Have sent latest debug logs, can't use Signal app anymore.

stale[bot] commented 10 months ago

This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Thank you for your contributions.

gonultasbu commented 10 months ago

still active

stale[bot] commented 7 months ago

This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Thank you for your contributions.

gonultasbu commented 7 months ago

active

stale[bot] commented 4 months ago

This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Thank you for your contributions.

stefan2904 commented 4 months ago

I think this is still not solved

gonultasbu commented 4 months ago

For me it is, the app somehow hard reset itself, wiped everything clean and decided to give me a fresh start. I have not changed phones or wiped anything myself.

3nitycross commented 4 months ago

issue was never resolved. I had to get a new phone to use signal again. I believe it was due to being on signal when my phone died. After I plugged it back in I got the crash error. Trinity Cross Field Day www.fielddayapparel.com

On Mon, May 20, 2024 at 8:18 AM Burak Mert Gonultas < @.***> wrote:

For me it is, the app somehow hard reset itself, wiped everything clean and decided to give me a fresh start. I have not changed phones or wiped anything myself.

— Reply to this email directly, view it on GitHub https://github.com/signalapp/Signal-iOS/issues/5395#issuecomment-2120671415, or unsubscribe https://github.com/notifications/unsubscribe-auth/A6PYY3M6HJAGHCIX7N5Z5FLZDIH3XAVCNFSM52VM34R2U5DIOJSWCZC7NNSXTN2JONZXKZKDN5WW2ZLOOQ5TEMJSGA3DOMJUGE2Q . You are receiving this because you commented.Message ID: @.***>

stale[bot] commented 1 month ago

This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Thank you for your contributions.

stale[bot] commented 1 week ago

This issue has been closed due to inactivity.

signalapp / Signal-iOS