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wireapp / wire

:wavy_dash: Overview of the open source code for Wire
https://wire.com
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significant reliability and functionality issues, recently increasing #18

Open Simplenuity opened 7 years ago

Simplenuity commented 7 years ago

Platforms/versions involved:

Issues:

Voice/video calls: Calls are not possible at all as described before (wire-android #697)

Messaging: Not reliable anymore. For example between Linux desktop and iphone. Just had also the case that I was able to send out messages (Android client) while on data, but did not receive any, only when I turned on Wifi.

In general: The experience is overall getting to a point where almost any way of communication is not reliable anymore :( I'm happy to help with trouble shooting. I really do not want to go back to Telegram... even if for me the reliability, smoothness, functionality, GUI of Telegram is what I'd like to see in Wire. I've chosen Wire for the higher focus on privacy/security and the possibility of voice/video calls. I can't convince non-tech people to stick with me/Wire if there is no light at the end of the tunnel. For them the standard/expectation is that it just works like Telegram or WhatsApp usually does.

Any kind of general information from the dev team would be highly appreciated and helpful! Are there infrastructure problems causing this, or is it due to bugs? Even if you don't know at all, it would be helpful to know even that.

If you want me to file separate bug reports, please let me know. Or feel free to move this post wherever it's better placed.

wmengli commented 7 years ago

@Simplenuity Thanks for contacting Wire Support!

We need more information from you to debug further. Steps, debug report, screenshots are always helpful. How to get Wire debug report from mobile? Go to Settings > Advanced > Submit debug/calling report and include a note to help us identify the issue.

Issue #1 - Voice/video calls: Which devices are involved? From which device is starting the call and to which device? Does this issue happen randomly or always reproducible? You said that your calling issues are related to wire-android #697. But could you please describe what is exactly happening in detail? If you have possible steps to reproduce please let us know, so we could try to reproduce the issue by ourself. If you can reproduce it again, please send us a debug-report immediately after it happens.

Issue #2.1 - Messaging (Linux - iOS): The Linux version provided on wire.com/download is entirely experimental and untested. We track Linux feedback on https://github.com/wireapp/wire-desktop. For all questions, bug reports, or feature requests, please refer to the open issues there, or if necessary open a new one.

Issue #2.2 - Messaging (Android): What was the message status before and after turning on Wifi? Sent? Delivered? What was the receivers side? Android? Does it happen with different devices? (same sender / different receiver OR different sender, same receiver) Again: Steps are very helpful for us. If you can reproduce it again, please send us a debug-report immediately after it happens.

We're sorry for the fact that your user experience isn't as great as it's supposed to be. Our team is always working on bug fixes. We are trying to help as much as we can.

Best regards, Wire Support

Simplenuity commented 7 years ago

Thanks, @wmengli for your detailed reply. As I'm mainly dealing with non-tech counterparts it might take some time to troubleshoot/ get the information required. I've asked in the desktop section (#515) but didn't get a reply (yet) how to create/submit a debug report in the Linux desktop version similar to the Android app. If you leave an answer here I'll make sure to update the other post (#515).

Issue #1 - Voice/video calls: Which devices are involved? From which device is starting the call and to which device?

Does this issue happen randomly or always reproducible?

unfortunately randomly

You said that your calling issues are related to wire-android #697. But could you please describe what is exactly happening in detail?

By referring to #697 I meant to refer to my post there. Meanwhile it is in general possible to make calls again, but not reliably.

Issue #2.1 - Messaging (Linux - iOS): The Linux version provided on wire.com/download is entirely experimental and untested.

In almost all cases there is at least on one side the Linux desktop version involved. Would it be advisable to use the web interface for the time being to achieve a more reliable experience and to make trouble shooting easier?

Issue #2.2 - Messaging (Android):

To answer the questions I will need to perform some specific testing.

Our team is always working on bug fixes. We are trying to help as much as we can.

This is highly appreciated. Wire is a great product. Keep up the great work to make it a serious competitor on the messenger market. Some way to go but the potential is there!

2001db8 commented 7 years ago

Sadly I feel the same way as @Simplenuity. Sometimes I fear that with every new feature even more bugs get introduced :(

Currently I'm not getting notifications if a certain contact sends a new message. Neither in the desktop app (Windows), nor on Android or iOS. I deleted the contact, then got a new message from her but still no notification. The windows desktop app plays the notification sound and moves the contact to the top of the list but not little blue dot will appear nor will the Wire icon in the info area get its red dot. wire_dot On Android and iOS nothing happens except for the contact getting pushed to the top of the contact list. The contact is not muted. All fingerprints are verified on both sides. She still gets notified of my messages. That is especially annoying since this is my main contact: the wife (and most of you probably know what happens if you do not respond to the wife in a timely manner) ;)

This started about two days ago when she used the new web client (after https://github.com/wireapp/wire-webapp/commit/235ff2d76d0e04ec42c2662626e2191e226467b4) and it took my desktop app several minutes and restarts to work (after release 2.13.2735 I guess). When I send something, everything is ok on her side.

We had issues in the past when she used a temporary web client ("remember me" not checked) and I tried to send her something from the android app. I got no notification by the app that she uses a new client/fingerprint (we each verified our fp) and it simply refused to send the messages. I guess this was fixed with https://github.com/wireapp/wire-android/releases/tag/2.30.321 because last monday I suddenly got the "contact uses new client" warning on android and in return she got all the messages my android app wasn't able to send over the past weeks at once...

Also strange: Despite having all our fingerprints verified she doesn't get the "All fingerprints are verified" message and the blue shield in front of my name at the top of our conversation anymore. I do.

Is there anything we can test/debug? Should I open an issue for all three clients? I'd really like to get this sorted out and go back to the old "Wire is totally awesome" feeling ;)

Simplenuity commented 7 years ago

I've asked in the desktop section (#515) but didn't get a reply (yet) how to create/submit a debug report in the Linux desktop version similar to the Android app. If you leave an answer here I'll make sure to update the other post (#515).

@helenakos was so kind to provide the information in #515:

you can get console.log and console.old from directory ~/.config/Wire/ Or run /opt/Wire/wire --args --devtools and look for errors in the console log when it happens

2001db8 commented 7 years ago

I've tried that on Windows (--debug=5858 --devtools --enable-logging) but all what is logged to console.log is

{"level":"info","message":"Wire Version 2.12.2729","timestamp":"2017-04-03T10:20:56.945Z"}

and the only errors I can see in the terminal are

[5080:0403/134848:ERROR:ffmpeg_demuxer.cc(1510)] media::FFmpegDemuxer::OnReadFrameDone result=-541478725 IsMaxMemoryUsageReached=0

which are not related to the problem since I get them every time I get a new message from someone.

In the devtools I've found some errors (mostly 404 when the app tries to get something from app.wire.com) but also nothing I could even remotly pin to my problem with the missing notifications.

Simplenuity commented 7 years ago

Update:

david-wire commented 7 years ago

@Simplenuity @2001db8 We have releases new updates since the 4th April. Do you notice any improvement? If that is the case, we can close this issue, if not, do share your findings and we will leave it open. Also @Simplenuity do let us know if you have more details to share about calling, we can look into the current situation then.

2001db8 commented 7 years ago

The problem with missing notification persists but became a little less frequent. Most of the time I get notifications for new messages from the wife again but now also other contacts are affected by this issue. Same problem: no notification for new messages on any of the clients. This includes the Win beta client.

Simplenuity commented 7 years ago

@david-wire Thanks for the update. Am currently quite limited in my ability to thoroughly test new updates of Wire. Please be also aware that I use the Linux version and Android app. Both might not have seen the updates you refer to? In general right now:

boldandbusted commented 7 years ago

I'm seeing a large number of DROPed UDP packets at my firewall for Wire traffic. Is there some sort of 'session' support in wire to better handle NAT? I would love to see some kind of information about how to properly configure firewalls (I use Asuswrt-Merlin presently, but have also used Tomato and see similar patterns). Is there work on UPnP or other mechanisms to "autoconfigure" firewalls to permit proper and high-quality Wire connections to a NAT'd device? Thanks!

Recent logged DROPed packet examples (187.132.204.92 is an existing Wire client endpoint outside my network, 108.39.229.146 is the NAT gateway of my network which has an active Wire client inside):

Jun 27 14:41:19 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15558 DF PROTO=UDP <1>SPT=55108 DPT=60406 LEN=116 
Jun 27 14:41:19 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15560 DF PROTO=UDP <1>SPT=58118 DPT=62889 LEN=116 
Jun 27 14:41:20 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15572 DF PROTO=UDP <1>SPT=51146 DPT=51494 LEN=116 
Jun 27 14:41:20 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15578 DF PROTO=UDP <1>SPT=51146 DPT=51494 LEN=116 
Jun 27 14:41:20 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=136.243.148.68 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=50 ID=32198 DF PROTO=UDP <1>SPT=33318 DPT=60406 LEN=116 
Jun 27 14:41:20 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=136.243.146.209 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=50 ID=38391 DF PROTO=UDP <1>SPT=58122 DPT=62889 LEN=116 
Jun 27 14:41:20 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15593 DF PROTO=UDP <1>SPT=51146 DPT=51494 LEN=116 
Jun 27 14:41:20 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=136.243.148.68 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=52 ID=32202 DF PROTO=UDP <1>SPT=33318 DPT=62889 LEN=116 
Jun 27 14:41:20 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=136.243.146.209 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=50 ID=38447 DF PROTO=UDP <1>SPT=58122 DPT=51494 LEN=116 
Jun 27 14:41:20 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15596 DF PROTO=UDP <1>SPT=51146 DPT=51494 LEN=116 
Jun 27 14:41:20 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15599 DF PROTO=UDP <1>SPT=55108 DPT=60406 LEN=116 
Jun 27 14:41:20 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=136.243.148.68 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=50 ID=32208 DF PROTO=UDP <1>SPT=33318 DPT=51494 LEN=116 
Jun 27 14:41:20 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=136.243.148.68 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=50 ID=32226 DF PROTO=UDP <1>SPT=33318 DPT=51494 LEN=116 
Jun 27 14:41:20 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15612 DF PROTO=UDP <1>SPT=51146 DPT=51494 LEN=116 
Jun 27 14:41:20 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15616 DF PROTO=UDP <1>SPT=51146 DPT=51494 LEN=116 
Jun 27 14:41:20 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15634 DF PROTO=UDP <1>SPT=55108 DPT=60406 LEN=116 
Jun 27 14:41:21 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15646 DF PROTO=UDP <1>SPT=51146 DPT=51494 LEN=116 
Jun 27 14:41:21 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15649 DF PROTO=UDP <1>SPT=51146 DPT=51494 LEN=116 
Jun 27 14:41:21 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15652 DF PROTO=UDP <1>SPT=58118 DPT=62889 LEN=116 
Jun 27 14:41:22 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15698 DF PROTO=UDP <1>SPT=55108 DPT=60406 LEN=116 
Jun 27 14:41:22 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15710 DF PROTO=UDP <1>SPT=51146 DPT=51494 LEN=116 
Jun 27 14:41:22 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15713 DF PROTO=UDP <1>SPT=51146 DPT=51494 LEN=116 
Jun 27 14:41:23 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15776 DF PROTO=UDP <1>SPT=58118 DPT=62889 LEN=116 
Jun 27 14:41:24 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15822 DF PROTO=UDP <1>SPT=55108 DPT=60406 LEN=116 
Jun 27 14:41:24 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15835 DF PROTO=UDP <1>SPT=51146 DPT=51494 LEN=116 
Jun 27 14:41:24 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=15838 DF PROTO=UDP <1>SPT=51146 DPT=51494 LEN=116 
Jun 27 14:41:28 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=16022 DF PROTO=UDP <1>SPT=58118 DPT=62889 LEN=116 
Jun 27 14:41:29 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=16068 DF PROTO=UDP <1>SPT=55108 DPT=60406 LEN=116 
Jun 27 14:41:29 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=16080 DF PROTO=UDP <1>SPT=51146 DPT=51494 LEN=116 
Jun 27 14:41:29 kernel: DROP  <4>DROP IN=eth0 OUT= MAC=30:85:a9:6c:36:d8:78:19:f7:31:87:c1:08:00 <1>SRC=187.132.204.92 DST=108.39.229.146 <1>LEN=136 TOS=0x00 PREC=0x00 TTL=57 ID=16084 DF PROTO=UDP <1>SPT=51146 DPT=51494 LEN=116
wmengli commented 7 years ago

Hi @boldandbusted, we do not support UPnP and we use standard ICE as part of the WebRTC standard. @Simplenuity , we have rolled out notification improvement recently. Can you try it out and report if still an issue for you? Thanks!

AtomicWerks commented 7 years ago

I'm having similar intemittent trouble with notifications on the mobile devices. Android --> Android and Iphone --> Android. I have not experienced an issue with Android --> Iphone, but being that the problem is intermittent I can't say for sure. The issue started within the last few weeks, where it had been very reliable for me prior to then.

Usually when this occurs, the message will stay "sent" status on one device and is not delivered until the app is opened on the other device. Sometimes the message is never received at all. In all cases, no notification is given on the receiving device that a new message is received.

This is occurring with verified devices that are running the latest release version of the app. In my case and at least one other we're running 2.36.243 android app. I'm not sure what the iphone version is.

As well, at least twice in the past 2 days a voice call was placed and did not ring on the other end, even though messages were being sent and received before and after the call was tried. Wifi signal was strong on both ends.

I hope this information helps. If there's any other info I can provide, please let me know.

Thanks, AtomicWerks

wmengli commented 7 years ago

@AtomicWerks , thanks for the info. We received similar "sent" and "delivered" issues from other users but have not spotted the patterns yet. It will be very helpful if you could send us the debug report when

  1. Trouble with the notifications
  2. The call was placed but did not ring at the other end. It will be great that we can get the debug reports from both sides

How to get debug report: Go to Settings > Advanced > Submit debug report

Thanks!

Simplenuity commented 7 years ago

Thanks @wmengli and the team for the ongoing hard work on Wire! I'm meanwhile facing the issue that basically the fast majority of my contacts have jumped ship and changed over to Telegram :(

I can't blame them. Beside the security aspect and video calls, with any other feature & development Telegram is just miles ahead of Wire. On mobile, basic things like not having rotation, or flipping through pics... On desktop, a horrible clunky web-wrapped interface... .... to only name a few.

As far as I can tell with the one contact I basically force from to time to time giving it another go, calls are still not reliable, as well as notifications. Sometimes calls are simply not connecting at all.

With pointing out all these downfalls/issues ... am not giving up the hope, will keep a close eye on the development, and give feedback where I can. However the gap between Telegram and Wire is getting bigger instead of smaller...

lucilacaranza commented 7 years ago

Hi @Simplenuity,

It's sad to see them go and we can't thank you enough for your patience reporting the issues and providing all the details. We'll continue to work on making Wire better and more stable.

I shared your post with all teams to help us keep focused on what matters the most - a good experience for Wire users.

Hopefully you will all continue to track how Wire evolves and return one day.

Simplenuity commented 7 years ago

Thanks @lucilacaranza, all the best! And fingers crossed I have enough reasons soon enough to try winning users back :)

ghost commented 6 years ago

Calls have been really, really bad for me lately. Most calls don't last longer than 5 minutes before one or both parties are unable to hear each other.

crunchy234 commented 6 years ago

Notifications on both Android and iOS have been inconsistent at best. Typically they will all come through at once usually way after the messages have been sent.

This is especially bad for group chats it seems.

A number of my friends who I chat with on wire have also noticed this issue.

bmwhocking commented 6 years ago

I can second @crunchy234. I find that the electron app works well on Windows and Linux, but the android and iphone version are lacking.

I also notice that I seem to have more issues with wire in general when connecting via a corporate network as opposed to small office/home.

Unsure why but would be happy to provide diagnostic data on request.

Ben