[iOS] The app crashes on the chat screen after trying to attach mp4 format video file | Community
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[iOS] The app crashes on the chat screen after trying to attach mp4 format video file

  • October 9, 2023
  • 2 replies
  • 239 views
W

*Environment:*

iOS 17.0.3, iPhone 11 Pro.

Crash log - intercomSDK_AFQueryStringPairsFromKeyAndValue + 95052

*Preconditions:*

Filename - RPReplay_Final1696071858 3.MP4

File Forman - MPEG-4 movie

File size - 127,9 MB

 

*Steps to reproduce:*

  1. Open intercome chat
  2. Attach big mp4 file 

*Actual result:*

The app crashes

*Expected result:*

 

If file’s size is too big, an error like “you can attach up to 100mb” appears 

Best answer by Eden

Hi @Welltech Apps 👋 Eden from the support engineer team here.

 

This looks like it will require more investigation with the support team. I see that you started a conversation about this issue in the Messenger and a support teammate responded. In order to best get to the bottom of this issue, please respond there and we can continue troubleshooting with you! 👍

2 replies

Eden
Employee
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  • EdenEmployee
  • Premier Customer Support Engineer
  • Answer
  • October 11, 2023

Hi @Welltech Apps 👋 Eden from the support engineer team here.

 

This looks like it will require more investigation with the support team. I see that you started a conversation about this issue in the Messenger and a support teammate responded. In order to best get to the bottom of this issue, please respond there and we can continue troubleshooting with you! 👍

P
  • phenopark
  • New Participant
  • February 27, 2026

The issue where the iOS app crashes on the chat screen when trying to attach an MP4 video can result from unsupported codec handling, memory limits, or improper file parsing during upload. Many platforms optimizing media support focus on seamless attachment workflows. For example, features in inat box v14 highlight the importance of robust video processing and format compatibility to prevent crashes and ensure smooth user interactions. Updating the app to handle MP4 container formats, optimizing encoding support, and improving error handling can eliminate such crashes and enhance stability across diverse media types.

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