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Crash Resume Media Upload

  1. Hello. Just this afternoon I had attempted to upload 3 jpegs to the Media section. I was riding the bus and the network connection was spotty... the upload stalled out.

    The WordPress app offered to resume the upload with a little icon that looks like an arrow going around in a circle. Consistently, when I attempt to resume any of the previously 3 failed uploads, it crashes the app.

    I know there's another thread here talking about the app crashing on start. That is *not* what is happening here. I can launch the app and it is stable... until, the moment I go to resume and then it crashes again. It's 100% consistent behavior.

    If anyone knows how to debug this further or can offer tips to fix, please let me know!

  2. Siobhan Bamber (siobhyb)
    Member
    Feb 21, 2018, 8:10 AM

    Hi @r3cgm,

    Thanks for the report! I'm sorry to hear that the app's been crashing, too.

    Uninstalling then reinstalling the app can often resolve issues like this. Would you be able to give that a go?

    To help us figure out what exactly caused the crash, would you be able to send us the logs from when it happened?

    To do that, follow these steps:

    1. Go to Me (the icon of a person in the app's toolbar) > Help & Support.

    2. Make sure that the "Extra Debug" toggle is set to on.

    3. Tap "Activity Logs" and choose the date/time that matches up to when the app crashed.

    4. Select the icon to the upper right to copy the logs to your device's clipboard.

    5. Hit the back button twice to return to the "Help & Support" section.

    6. Tap "Contact Us" and paste the logs to the contact field, along with a brief message about what happened.

    We'll be able to troubleshoot further with you from there.

  3. Hello from France !
    Just to follow the previous post from r3cgm about Media problem,

    I have iPad Pro and WordPress for iOS working very very smooth but .... since last update, open in Media I am unable to upload, the app freeze.

    I am also unable to send you a Activity log as requested as everything is completely frozen.

    Thank you for your nice work which help all of us,

    Best regards

    Didier

  4. Siobhan Bamber (siobhyb)
    Member
    Feb 21, 2018, 2:46 PM

    Thanks for letting us know, Didier! The team are currently looking into a fix.

    Are you able to uninstall and then reinstall the app to see if you're then able to login and send us those logs?

    If not, would you be able to email us at mobile-support@automattic.com? Link back to this post from the email and we'll see how we can help from there.

  5. Hello Siobhan Bamber,

    Thank you for so quick answer. Sorry, sorry, I should have tried before to disturb you, I uninstall and then reinstall the app, everything looks ok now. Please receive my apologies.
    Best regards
    Didier

  6. Siobhan Bamber (siobhyb)
    Member
    Feb 21, 2018, 4:45 PM

    I'm glad you reported this to us so that we can work to uncover and fix the root cause of the crash. Not a disturbance at all. :)

    You know where to find us if anything else comes up.

  7. Thanks for the suggestions Siobhan.

    I enabled extra debug and then induced the crash again but the logs were silent. Check out this screenshot at the transition boundary between green and red. That's where the crash happened but nothing reported.

    I'll probably wait a half day before performing an app reinstall in case you want to debug my situation further. Otherwise hopefully the reinstall will fix. But hopefully your dev team can get more surgical and deep dive this problem so others don't experience it. :)

    Cheers.

  8. Thanks for the suggestions Siobhan.

    I enabled extra debug and then induced the crash again but the logs were silent. Check out this screenshot at the transition boundary between green and red. That's where the crash happened but nothing reported.

    screenshot<p>

    I'll probably wait a half day before performing an app reinstall in case you want to debug my situation further. Otherwise hopefully the reinstall will fix. But hopefully your dev team can get more surgical and deep dive this problem so others don't experience it. :)

    Cheers.

  9. Ok well, reinstall 'fixed' the issue. Hope you can find root cause some day but this workaround is viable.

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