Frequent crashes in Windows 11 v22H2 #2450
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@tommyomw Do you have any log files from users that are experiencing this issue? If the app is crashing I'd like to see if we can pinpoint where this is happening on your systems. As a note, I'm running Windows 11 22H2 as well and haven't been experiencing crashes. |
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Hi,
I've been collecting info from our users and it seems that Linux users have
the same issue. The only ones that do not, are the MacOS systems - which
are being managed by Jamf policy (not by Google Workspace).
I think this is related to the fact that we are pushing the deployment of
Mattermost through Google Workspace - on which we are deploying version
5.1.1, to our Windows clients, from
https://releases.mattermost.com/desktop/5.1.1/mattermost-desktop-5.1.1-x64.msi
Since the application is auto-updating, the policy might still be trying to
install 5.1.1 over the already running 5.2.1 - resulting in crashes?
[image: image.png]
[image: image.png]
…On Mon, Dec 5, 2022 at 3:34 PM Devin Binnie ***@***.***> wrote:
@tommyomw <https://github.com/tommyomw> Do you have any log files from
users that are experiencing this issue? If the app is crashing I'd like to
see if we can pinpoint where this is happening on your systems.
As a note, I'm running Windows 11 22H2 as well and haven't been
experiencing crashes.
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Hi,
Please see attached.
Even tho' I updated our deployment environment (Google Workspace using
OMA-URI, and ), to deploy the latest release:
https://releases.mattermost.com/desktop/5.2.2/mattermost-desktop-5.2.2-x64.msi,
the problem still persists.
…On Mon, Dec 5, 2022 at 3:34 PM Devin Binnie ***@***.***> wrote:
@tommyomw <https://github.com/tommyomw> Do you have any log files from
users that are experiencing this issue? If the app is crashing I'd like to
see if we can pinpoint where this is happening on your systems.
As a note, I'm running Windows 11 22H2 as well and haven't been
experiencing crashes.
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@tommyomw Can you post some log files from users who have experienced these crashes? Thanks! |
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Mattermost.zip |
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@tommyomw It seems like the GPU process crashes. Can you please check if enabling (or disabling) hardware acceleration fixes the issue? Also, do the users have PCs with common specs (gpu, cpu)? |
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I would say yes. All the users experiencing this issue have ThinkPad Carbon
X1 Gen 5 to Gen 8.
…On Thu, Dec 8, 2022 at 6:16 PM Tasos Boulis ***@***.***> wrote:
@tommyomw <https://github.com/tommyomw> It seems like the GPU process
crashes. Can you please check if enabling (or disabling) hardware
acceleration fixes the issue? Also, do the users have PCs with common specs
(gpu, cpu)?
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<https://www.linkedin.com/company/oetker-digital-gmbh>
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Registergericht: Amtsgericht Bielefeld HRB 42375
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I unticked the "Use GPU hardware acceleration" this morning and was hopeful
that the problem went away. Unfortunately, I just had the app crash again.
It only crashed once (it seems it is not doing it repeatedly, as it used to
do: crash -> I open it again -> immediate crash -> I open it again ->
immediate crash... until suddenly stopped crashing for a good while).
…On Thu, 8 Dec 2022 at 18:16, Tasos Boulis ***@***.***> wrote:
@tommyomw <https://github.com/tommyomw> It seems like the GPU process
crashes. Can you please check if enabling (or disabling) hardware
acceleration fixes the issue? Also, do the users have PCs with common specs
(gpu, cpu)?
—
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***@***.***
Oetker Digital GmbH <https://www.oetkerdigital.com/> |
<https://www.instagram.com/oetkerdigital/> |
<https://www.linkedin.com/company/oetker-digital-gmbh>
Stralauer Allee 11 | 10245 Berlin | Germany
Geschäftsführer: Dr. Alexander Mrozek (Vorsitzender), Maik Oliver Ludewig
Gesellschaftssitz: Bielefeld
Registergericht: Amtsgericht Bielefeld HRB 42375
|
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@tommyomw Do you have any anti-virus or other endpoint security software that could be interfering with Mattermost? |
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I have Crowdstrike, but if it would interfere, I would receive a report or
notification about the action.
I have no option to disable it.
…On Fri, 9 Dec 2022 at 14:59, Devin Binnie ***@***.***> wrote:
@tommyomw <https://github.com/tommyomw> Do you have any anti-virus or
other endpoint security software that could be interfering with Mattermost?
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Tomy Minea
TechOps Engineer
***@***.***
Oetker Digital GmbH <https://www.oetkerdigital.com/> |
<https://www.instagram.com/oetkerdigital/> |
<https://www.linkedin.com/company/oetker-digital-gmbh>
Stralauer Allee 11 | 10245 Berlin | Germany
Geschäftsführer: Dr. Alexander Mrozek (Vorsitzender), Maik Oliver Ludewig
Gesellschaftssitz: Bielefeld
Registergericht: Amtsgericht Bielefeld HRB 42375
|
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Is there any solution to the issue?
The problem keeps bugging users. It only happens on Windows 11 (we use
build 22000.1335).
On Fri, 9 Dec 2022 at 15:02, Tomy Minea ***@***.***>
wrote:
… I have Crowdstrike, but if it would interfere, I would receive a report or
notification about the action.
I have no option to disable it.
On Fri, 9 Dec 2022 at 14:59, Devin Binnie ***@***.***>
wrote:
> @tommyomw <https://github.com/tommyomw> Do you have any anti-virus or
> other endpoint security software that could be interfering with Mattermost?
>
> —
> Reply to this email directly, view it on GitHub
> <#2450 (comment)>,
> or unsubscribe
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> .
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>
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Tomy Minea
TechOps Engineer
***@***.***
Oetker Digital GmbH <https://www.oetkerdigital.com/> |
<https://www.instagram.com/oetkerdigital/> |
<https://www.linkedin.com/company/oetker-digital-gmbh>
Stralauer Allee 11 | 10245 Berlin | Germany
Geschäftsführer: Dr. Alexander Mrozek (Vorsitzender), Maik Oliver Ludewig
Gesellschaftssitz: Bielefeld
Registergericht: Amtsgericht Bielefeld HRB 42375
--
Tomy Minea
TechOps Engineer
***@***.***
Oetker Digital GmbH <https://www.oetkerdigital.com/> |
<https://www.instagram.com/oetkerdigital/> |
<https://www.linkedin.com/company/oetker-digital-gmbh>
Stralauer Allee 11 | 10245 Berlin | Germany
Geschäftsführer: Dr. Alexander Mrozek (Vorsitzender), Maik Oliver Ludewig
Gesellschaftssitz: Bielefeld
Registergericht: Amtsgericht Bielefeld HRB 42375
|
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Hi @tommyomw, it seems like the issue is a combination of two issues. On the one side there is the identical hardware between the users and on the other side there is the MDM that might cause this. Since we don't have enough information about the crash, can you please check if there are any files named About "use GPU hardware acceleration", please try again to disable it and restart the application. Sometimes it might not take effect immediately and without a restart |
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No such file at that location.
However, today's crashes were around 9:50 - 9:52, and in the main.log, I
found this that may help you:
[2022-12-19 09:50:11.379] [warn] app-update.yml does not exist, disabling
auto-updates
[2022-12-19 09:50:11.409] [debug] DownloadsManager.init { 'this.json': {},
validatedJSON: {} }
[2022-12-19 09:50:11.412] [debug] DownloadsManager.saveAll
[2022-12-19 09:50:11.415] [debug] DownloadsManager.checkForDeletedFiles
[2022-12-19 09:50:11.539] [info] Log level set to: info
[2022-12-19 09:50:11.585] [warn] Current working directory is
C:\Windows\system32, changing into C:\Program Files\Mattermost\Desktop
[2022-12-19 09:50:11.673] [info] Autoupgrade disabled: false
[2022-12-19 09:50:11.747] [info] BrowserView created for server Oetker
Digital___TAB_MESSAGING
[2022-12-19 09:50:11.749] [info] [Oetker Digital___...] Loading
https://chat.oetkerdigital.com/
[2022-12-19 09:50:11.762] [warn] couldn't show Oetker
Digital___TAB_MESSAGING, not ready
[2022-12-19 09:50:11.808] [warn] Failed to set new language en-GB
[2022-12-19 09:50:11.810] [warn] Failed to set new language DE
[2022-12-19 09:50:11.832] [info] config.autostart has been configured: true
[2022-12-19 09:50:12.224] [info] Log level set to: info
[2022-12-19 09:50:12.313] [info] Log level set to: info
[2022-12-19 09:50:12.352] [info] config.autostart has been configured: true
[2022-12-19 09:50:12.402] [info] config.autostart has been configured: true
[2022-12-19 09:50:12.478] [info] Log level set to: info
[2022-12-19 09:50:12.603] [info] config.autostart has been configured: true
[2022-12-19 09:50:12.623] [info] [Oetker Digital___...] finished loading
https://chat.oetkerdigital.com/
[2022-12-19 10:20:16.773] [warn] app-update.yml does not exist, disabling
auto-updates
[2022-12-19 10:20:16.801] [debug] DownloadsManager.init { 'this.json': {},
validatedJSON: {} }
[2022-12-19 10:20:16.804] [debug] DownloadsManager.saveAll
[2022-12-19 10:20:16.807] [debug] DownloadsManager.checkForDeletedFiles
[2022-12-19 10:20:16.925] [info] Log level set to: info
[2022-12-19 10:20:17.068] [info] Autoupgrade disabled: false
[2022-12-19 10:20:17.133] [info] BrowserView created for server Oetker
Digital___TAB_MESSAGING
[2022-12-19 10:20:17.136] [info] [Oetker Digital___...] Loading
https://chat.oetkerdigital.com/
[2022-12-19 10:20:17.148] [warn] couldn't show Oetker
Digital___TAB_MESSAGING, not ready
[2022-12-19 10:20:17.193] [warn] Failed to set new language en-GB
[2022-12-19 10:20:17.195] [warn] Failed to set new language DE
[2022-12-19 10:20:17.235] [info] config.autostart has been configured: true
[2022-12-19 10:20:17.529] [info] Log level set to: info
[2022-12-19 10:20:17.661] [info] config.autostart has been configured: true
[2022-12-19 10:20:17.686] [info] Log level set to: info
[2022-12-19 10:20:17.813] [info] config.autostart has been configured: true
[2022-12-19 10:20:17.853] [info] [Oetker Digital___...] finished loading
https://chat.oetkerdigital.com/
[2022-12-19 10:20:17.929] [info] Log level set to: info
[2022-12-19 10:20:17.997] [info] config.autostart has been configured: true
…On Mon, 19 Dec 2022 at 12:35, Tasos Boulis ***@***.***> wrote:
Hi @tommyomw <https://github.com/tommyomw>, it seems like the issue is a
combination of two issues. On the one side there is the identical hardware
between the users and on the other side there is the MDM that might cause
this. Since we don't have enough information about the crash, can you
please check if there are any files named uncaughtException-XXXXXX.txt in
the directory %appdata%/Mattermost and post them here?
About "use GPU hardware acceleration", please try again to disable it and
restart the application. Sometimes it might not take effect immediately and
without a restart
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***@***.***
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<https://www.linkedin.com/company/oetker-digital-gmbh>
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Registergericht: Amtsgericht Bielefeld HRB 42375
|
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@tommyomw Thank you. From these logs, there is no indication of a crash. There should be a line like |
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As soon as I open it, it closes back. And the tray icon/logo stays on,
until I hover my mouse over it.
…On Mon, 19 Dec 2022 at 13:34, Tasos Boulis ***@***.***> wrote:
@tommyomw <https://github.com/tommyomw> Thank you. From these logs, there
is no indication of a crash. There should be a line like [error] The GPU
process has crashed .... What is the behaviour you observe? Does the
application close by itself or do you see a blank screen?
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***@***.***
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<https://www.linkedin.com/company/oetker-digital-gmbh>
Stralauer Allee 11 | 10245 Berlin | Germany
Geschäftsführer: Dr. Alexander Mrozek (Vorsitzender), Maik Oliver Ludewig
Gesellschaftssitz: Bielefeld
Registergericht: Amtsgericht Bielefeld HRB 42375
|
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Got it, thanks. |
|
Testing a different version would be troublesome, as I would need to do it
in a different OU + set it up for deployment as we have it in the live
environment.
Question: is there a way to disable auto-updates? I fear this + deployment
is causing an issue. The fact that our cloud policy pushes the 5.2.2
version to clients.
In the event viewer around the time of crash this is reported (from oldest
to newest):
RestartManager: Ending session 0 started
2022-12-19T08:51:43.232694900Z.
RestartManager: Ending session 0 started
2022-12-19T08:51:46.196722000Z.
Security-SPP: Successfully scheduled Software Protection service for
re-start at 2122-11-25T08:51:57Z. Reason: RulesEngine.
Security-SPP: The Software Protection service has stopped.
MsiInstaller: Beginning a Windows Installer transaction:
C:\Windows\system32\config\systemprofile\AppData\Local\mdm\{25AC2E99-0FBE-496D-965F-FE9F3BB222B5}.msi.
Client Process Id: 12888.
MsiInstaller: Product: Mattermost -- Configuration failed.
MsiInstaller: Windows Installer reconfigured the product. Product Name:
Mattermost. Product Version: 5.2.2. Product Language: 1033. Manufacturer:
Mattermost, Inc.. Reconfiguration success or error status: 1603.
MsiInstaller: Ending a Windows Installer transaction:
C:\Windows\system32\config\systemprofile\AppData\Local\mdm\{25AC2E99-0FBE-496D-965F-FE9F3BB222B5}.msi.
Client Process Id: 12888.
RestartManager: Starting session 0 - 2022-12-19T08:52:08.217025000Z.
RestartManager: Ending session 0 started
2022-12-19T08:52:08.217025000Z.
Security-SPP: Offline downlevel migration succeeded.
…On Mon, 19 Dec 2022 at 13:46, Tasos Boulis ***@***.***> wrote:
Got it, thanks.
Is it possible to test with a previous version, eg 5.1.1 and see if the
problem persists?
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Gesellschaftssitz: Bielefeld
Registergericht: Amtsgericht Bielefeld HRB 42375
|
|
That makes sense @tommyomw. |
|
This still doesn't explain why it works just fine on Windows 10.
I will have to test myself in a different OU, without Mattermost deployment.
Still this should be investigated either by you or by Microsoft, as it's
not normal behavior.
…On Mon, 19 Dec 2022 at 14:35, Tasos Boulis ***@***.***> wrote:
That makes sense @tommyomw <https://github.com/tommyomw>.
Because the clients are configured by MDM, the user cannot disable
autoupdates from the client side. This should be done from the registry
configuration side (Group Policy Objects)
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Registergericht: Amtsgericht Bielefeld HRB 42375
|
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@tommyomw Unfortunately, we cannot solve an issue which we cannot reproduce or do not have enough information about. We still investigate the issue, and if something comes up we'll let you know. Thank you for your patience |
|
That sounds promising. I understand. Thank you.
…On Tue, 20 Dec 2022 at 15:13, Tasos Boulis ***@***.***> wrote:
@tommyomw <https://github.com/tommyomw> Unfortunately, we cannot
investigate an issue which we cannot reproduce or do not have enough
information about.
One the one side, we should have more useful logs/reports when the
application crashes - it will be addressed in v5.3.0 but, on the other
side, mattermost is built on top of electron, which usually has
compatibility/crash issues with recently released OSs (like windows 11).
We still investigate the issue, and if something comes up we'll let you
know. Thank you for your patience
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***@***.***
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<https://www.linkedin.com/company/oetker-digital-gmbh>
Stralauer Allee 11 | 10245 Berlin | Germany
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Registergericht: Amtsgericht Bielefeld HRB 42375
|
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@tommyomw Is this still an issue for you in v5.3.1? If so, is it also an issue on the latest nightly build: https://community.mattermost.com/core/channels/desktop-builds |
|
Hi,
The issue rarely appears (can't remember the last time it happened to me).
But we have several users who were migrated to Win11 who still complain
about the same issue - I will have to check their Mattermost versions to
confirm / deny.
…On Thu, 4 May 2023 at 15:42, Devin Binnie ***@***.***> wrote:
@tommyomw <https://github.com/tommyomw> Is this still an issue for you in
v5.3.1? If so, is it also an issue on the latest nightly build:
https://community.mattermost.com/core/channels/desktop-builds
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<https://www.linkedin.com/company/oetker-digital-gmbh>
Stralauer Allee 11 | 10245 Berlin | Germany
Geschäftsführer: Dr. Alexander Mrozek (Vorsitzender), Maik Oliver Ludewig
Gesellschaftssitz: Bielefeld
Registergericht: Amtsgericht Bielefeld HRB 42375
|
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@tommyomw Just wondering if this still happens on the latest version? We've done many improvements to v5.6. |
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Summary
On some days(random), right after boot, Mattermost v5.2.1 autostarts in Windows 11 v22H2 and then crashes. Trying to start it again results in an instant crash (no error). After 5-10-15 attempts, it stops crashing and works for the rest of the day.
Steps to reproduce
Start Mattermost in Windows 11 - random occurance.
Expected behavior
To work without crashing.
Observed behavior (that appears unintentional)
There are "Information" Event logs stating:
Ending a Windows Installer transaction: C:\Windows\system32\config\systemprofile\AppData\Local\mdm{2ED3847B-FF54-4238-BD01-B24893454F14}.msi. Client Process Id: 8512.
Windows Installer reconfigured the product. Product Name: Mattermost. Product Version: 5.1.1. Product Language: 1033. Manufacturer: Mattermost, Inc.. Reconfiguration success or error status: 1603.
Product: Mattermost -- Configuration failed.
Possible fixes
Will double check the MDM deployment side, but this should be prevented from happening / should be fixed in the app. Windows 10 users (having the same app version and deployment settings) don't experience this issue.
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