Answered

iOS SDK crash since updating to 15.1.5

  • 22 August 2023
  • 9 replies
  • 412 views
M
Userlevel 1

Hello Intercom team,

We are experiencing the following crash after updating to the latest Intercom SDK version 15.1.5.
It happened on production on 3 users (for now), all of them on iOS 16 but on different devices.
Are you aware of this crash / do you know where it can come from ?

Thank you in advance,
Have a good day

Logs coming from Firebase:
1/2

Crashed: com.apple.main-thread
0  Intercom                       0x2ab028 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 1144548
1  Intercom                       0x2aae18 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 1144020
2  Intercom                       0x2a9098 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 1136468
3  Intercom                       0x2a9e14 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 1139920
4  CoreFoundation                 0x37590 __CFNOTIFICATIONCENTER_IS_CALLING_OUT_TO_AN_OBSERVER__ + 148
5  CoreFoundation                 0xdb828 ___CFXRegistrationPost_block_invoke + 88
6  CoreFoundation                 0xbe8b8 _CFXRegistrationPost + 440
7  CoreFoundation                 0x4bafc _CFXNotificationPost + 700
8  Foundation                     0x5cd18 -[NSNotificationCenter postNotificationName:object:userInfo:] + 92
9  Intercom                       0x1df810 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 310988
10 Intercom                       0x1dde50 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 304396
11 Intercom                       0x1f61c4 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 403584
12 libdispatch.dylib              0x2320 _dispatch_call_block_and_release + 32
13 libdispatch.dylib              0x3eac _dispatch_client_callout + 20
14 libdispatch.dylib              0x126a4 _dispatch_main_queue_drain + 928
15 libdispatch.dylib              0x122f4 _dispatch_main_queue_callback_4CF + 44
16 CoreFoundation                 0x98c28 __CFRUNLOOP_IS_SERVICING_THE_MAIN_DISPATCH_QUEUE__ + 16
17 CoreFoundation                 0x7a560 __CFRunLoopRun + 1992
18 CoreFoundation                 0x7f3ec CFRunLoopRunSpecific + 612
19 GraphicsServices               0x135c GSEventRunModal + 164
20 UIKitCore                      0x39cf58 -[UIApplication _run] + 888
21 UIKitCore                      0x39cbbc UIApplicationMain + 340

2/2

Crashed: com.apple.main-thread
0  Intercom                       0x2ab028 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 1144548
1  Intercom                       0x2aae18 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 1144020
2  Intercom                       0x2a9098 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 1136468
3  Intercom                       0x2a9e14 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 1139920
4  CoreFoundation                 0x37590 __CFNOTIFICATIONCENTER_IS_CALLING_OUT_TO_AN_OBSERVER__ + 148
5  CoreFoundation                 0xdb828 ___CFXRegistrationPost_block_invoke + 88
6  CoreFoundation                 0xbe8b8 _CFXRegistrationPost + 440
7  CoreFoundation                 0x4bafc _CFXNotificationPost + 700
8  Foundation                     0x5cd38 -[NSNotificationCenter postNotificationName:object:userInfo:] + 92
9  Intercom                       0x1df810 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 310988
10 Intercom                       0x1dde50 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 304396
11 Intercom                       0x1f61c4 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 403584
12 libdispatch.dylib              0x2320 _dispatch_call_block_and_release + 32
13 libdispatch.dylib              0x3eac _dispatch_client_callout + 20
14 libdispatch.dylib              0x126a4 _dispatch_main_queue_drain + 928
15 libdispatch.dylib              0x122f4 _dispatch_main_queue_callback_4CF + 44
16 CoreFoundation                 0x98c28 __CFRUNLOOP_IS_SERVICING_THE_MAIN_DISPATCH_QUEUE__ + 16
17 CoreFoundation                 0x7a560 __CFRunLoopRun + 1992
18 CoreFoundation                 0x7f3ec CFRunLoopRunSpecific + 612
19 GraphicsServices               0x135c GSEventRunModal + 164
20 UIKitCore                      0x39d6e8 -[UIApplication _run] + 888
21 UIKitCore                      0x39d34c UIApplicationMain + 340

 

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Best answer by Eden 24 August 2023, 21:52

View original

9 replies

Eden
Userlevel 3
Badge

Hey @Moteifeh 👋 Eden from the support engineer team here.

 

This might take a bit of additional investigation, but I see that you are already speaking with our Customer Support team about this issue. The best way forward would be to continue troubleshooting with them there, as well as send any additional screen recordings or information that could help them in troubleshooting the issue. 👍

J

Hi @Eden, is there any update on this? Having a huge impact on our app crash rate too.

Eden
Userlevel 3
Badge

Hey @Jack Tudor! It looks like the Support team responded with the following in your open conversation 👇

 

We've shipped a fix for this issue in version 15.2.0 of the iOS SDK. Once you update your SDK version, you should be seeing this working as expected. If not, please feel free to re-open that conversation with Support in order to continue troubleshooting. 

D
Badge

I think we’re getting the same exception with 15.2.1

 

Crashed: com.apple.main-thread
0  Intercom                       0x28f42c IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 1038432
1  Intercom                       0x2473cc IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 743424
2  Intercom                       0x208878 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 486572
3  Intercom                       0x23e3a4 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 706520
4  Intercom                       0x23edb0 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 709092
5  libdispatch.dylib              0x24b4 _dispatch_call_block_and_release + 32
6  libdispatch.dylib              0x3fdc _dispatch_client_callout + 20
7  libdispatch.dylib              0x127f4 _dispatch_main_queue_drain + 928
8  libdispatch.dylib              0x12444 _dispatch_main_queue_callback_4CF + 44
9  CoreFoundation                 0x9a6d8 __CFRUNLOOP_IS_SERVICING_THE_MAIN_DISPATCH_QUEUE__ + 16
10 CoreFoundation                 0x7c03c __CFRunLoopRun + 2036
11 CoreFoundation                 0x80ec0 CFRunLoopRunSpecific + 612
12 GraphicsServices               0x1368 GSEventRunModal + 164
13 UIKitCore                      0x3a186c -[UIApplication _run] + 888
14 UIKitCore                      0x3a14d0 UIApplicationMain + 340
15 Runner                         0x52cc main + 9 (AppDelegate.swift:9)
16 ???                            0x1bb4b6960 (Missing)

 

J

 +

D

We have the same issue, is there any update on this? We are on  iOS SDK 16.0.1

J

We have the same issue reported from crashlytics. We are on SDK 16.3.1, occurred on iOS 17. Recently upgraded from version 13 to fix a different crash 

F

I've the same issue with version 16.3.2. Please take a look into this because it's causing a lot of crashes,

 

bernice
Userlevel 3
Badge +4

Hey @Facundo Andrade | Utility, Bernice here from the Support Engineering team at Intercom🔧 

I’m going to pass this over to the team to take further action on this issue for you. 

Bernice | Customer Support Engineer

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