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Re: Call for action on current crashing/freezing issue

by grumpybear9000
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Re: Call for action on current crashing/freezing issue

★★★ Apprentice
@grumpybear9000 I know this is incredibly frustrating and I totally sympathise with what you're going through coz I'm having similar problems. TBH, I was tempted to say something similar, but realised this isn't going to solve it. We have to find a way to engage with the devs. If we can just get EA/CG to acknowledge the issue by giving them enough undeniable evidence of the bug in their code, we will get better results.
Message 11 of 77 (406 Views)
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Re: Call for action on current crashing/freezing issue

@grumpybear9000 If I play on a device and don't have issues, and you play on a different device and you do have issues, is the problem likely in a shared element (the code) or in one of our differences (e.g. the device and unique setup each user has)?

If the problem is device-related, is it up to CG to figure out which app, OS script, or hardware issue on that device is interfering with swgoh?

Hundreds of players may be having issues. Tens of thousands may not be. A simple code issue is easier to reproduce and troubleshoot. A crash that may or may not share meaningful log info, on a device that is mostly invisible to the devs is likely very difficult to troubleshoot.

I completely applaud the attempt to collect more detailed crash information in this thread. I did want to save people from wasting time with emulator logs though, because those won't likely be investigated.
_____________________________________________________________
I am a volunteer on this forum, and not an employee of EA or CG. Please let me know how I can help you!
Message 12 of 77 (398 Views)
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Re: Call for action on current crashing/freezing issue

★★ Apprentice
I agree, this issue should be investigated by CG Dev team, EA always said that they are checking THEIR logs but, if there is any issue regarding a freeze related to the Unity update, well if this was deadlock (state machine?, multithread?, ...), the logs would show NOTHING except if the app print everything it does what I am quite sure it doesn't.

Let me know if I am wrong but, since it is a client side freeze/crash, in the event of a SIEGSEV/SIEGKILL/SIEGTERM/.... you need root access to retrieve systems logs, this app doesn't have root access, even if there is an handler installed to capture those signals, I don't remember the game uploading the logs at any moment.

The right move is to let the dev team be aware that some complaints have been posted regarding client freeze/crash instead of giving us a notebook answer.
Message 13 of 77 (340 Views)
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Re: Call for action on current crashing/freezing issue

★ Apprentice

I play on ios and android and emulators. They all have the same symptoms. This isn't a post hoc fallacy, there are issues, and we don't know what causes them, but they are replicated over different devices. 

 

I don't care if it's "hard" to work out. If you run a business that releases something that doesn't work for your clients, you fix it. End of. If ran my businesses with the same laissez faire attitude that CG did I would have folded many years ago.

 

I realise you have to be impartial because of your positions, but frankly you're blinded by loyalty.

Message 14 of 77 (322 Views)
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Re: Call for action on current crashing/freezing issue

[ Edited ]
★★★ Apprentice
You don't need root access to your device to get these diagnostics; you just need to enable developer options to switch on the debug bridge.  This is all standard production tooling for all Android devices.  You can even switch off developer options again afterwards if you're worried about it.
 
If you follow the advice in my original post, you will be able to get the stack traces - even if you connect up after the crash.  Here's another one from my device today.
 
07-21 10:25:49.227 30303 31675 I cg_breakpad: Wrote breakpad minidump at /data/user/0/com.ea.game.starwarscapital_row/files/error/minidump/new/bde54889-d147-462c-eb95ca85-46e636bf.dmp succeeded=1
07-21 10:25:49.230 30303 31675 E CRASH   : signal 11 (SIGSEGV), code 1 (SEGV_MAPERR), fault addr 00000000
07-21 10:25:49.230 30303 31675 E CRASH   : *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
07-21 10:25:49.230 30303 31675 E CRASH   : Build type 'Release', Scripting Backend 'il2cpp', CPU 'armeabi-v7a'
07-21 10:25:49.230 30303 31675 E CRASH   : Build fingerprint: 'samsung/gts210wifixx/gts210wifi:7.0/NRD90M/T810XXU2DRH1:user/release-keys'
07-21 10:25:49.230 30303 31675 E CRASH   : Revision: '6'
07-21 10:25:49.231 30303 31675 E CRASH   : pid: 30303, tid: 31675, name: UnityMain  >>> com.ea.game.starwarscapital_row <<<
07-21 10:25:49.231 30303 31675 E CRASH   :     r0 00000000  r1 036e8038  r2 00000000  r3 000f7e3d
07-21 10:25:49.231 30303 31675 E CRASH   :     r4 643488e8  r5 00004000  r6 00004000  r7 00040000
07-21 10:25:49.231 30303 31675 E CRASH   :     r8 00000000  r9 00000000  sl 814537cc  fp 855feca0
07-21 10:25:49.231 30303 31675 E CRASH   :     ip 855fec90  sp 855fec98  lr 814818c8  pc 7dd3c0fc  cpsr 617fdd90
07-21 10:25:49.231 30303 31675 E CRASH   :
07-21 10:25:49.231 30303 31675 E CRASH   : backtrace:
07-21 10:25:49.490 30303 31675 E CRASH   : #00  pc 008d40fc  /data/app/com.ea.game.starwarscapital_row-2/lib/arm/libil2cpp.so
07-21 10:25:49.490 30303 31675 E CRASH   : #01  pc 008db388  /data/app/com.ea.game.starwarscapital_row-2/lib/arm/libil2cpp.so
07-21 10:25:49.490 30303 31675 E CRASH   : #02  pc 031debdc  /data/app/com.ea.game.starwarscapital_row-2/lib/arm/libil2cpp.so
07-21 10:25:49.490 30303 31675 E CRASH   : #03  pc 031df1c8  /data/app/com.ea.game.starwarscapital_row-2/lib/arm/libil2cpp.so
07-21 10:25:49.490 30303 31675 E CRASH   : #04  pc 01724cf8  /data/app/com.ea.game.starwarscapital_row-2/lib/arm/libil2cpp.so
07-21 10:25:49.490 30303 31675 E CRASH   : #05  pc 01e45bb0  /data/app/com.ea.game.starwarscapital_row-2/lib/arm/libil2cpp.so
07-21 10:25:49.490 30303 31675 E CRASH   : #06  pc 01f24f78  /data/app/com.ea.game.starwarscapital_row-2/lib/arm/libil2cpp.so
07-21 10:25:49.490 30303 31675 E CRASH   : 
Message 15 of 77 (315 Views)
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Re: Call for action on current crashing/freezing issue

★★ Apprentice
@Resmi9793 What I was meaning is, how EA/CG can retrieve clients logs ? There is now way unless, the application have root access or they have a handler catching those signals then writing the crash stack into their own files and I don't see any reports uploading when I play (hidden?).
Message 16 of 77 (308 Views)
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Re: Call for action on current crashing/freezing issue

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I've also done a little more digging today...  The crash followed the usual symptoms of some graphical glitches followed by a total freeze.

 

Looking through the rest of the log, I saw some systemic memory failures, which was interesting because the only application I had running was SWGOH.  Looking at the stack trace, it is another example of a null pointer issue. This is often a failure mode in C/C++ applications when they fail to aloocate memory (and then don't check if the allocation failed).  So my working hypothesis is that we still have memory issues.

 

Fortunately, this time I was running the adb shell at the same time, so can compare the memory usage of SWGOH at the time of the crash and after normal operation.

 

Crash:

PID USER     PR  NI CPU% S  #THR     VSS     RSS PCY Name

30303 u0_a211  16  -4   3% S   102 3080860K 850216K  fg com.ea.game.starwarscapital_row

 

Normal operation:

  PID USER     PR  NI CPU% S  #THR     VSS     RSS PCY Name

31616 u0_a211  16  -4   9% S   102 2137360K 638212K  fg com.ea.game.starwarscapital_row

 

The key thing to note here is that the crash is trying to use nearly 1GB more memory (VSS) than in normal operation.  I suspect that there is something causing the application to leak memory over time.

 

My guess is that the devices seeing more crashes are ones that have smaller RAM, or for some reason are hitting the condition that causes the memory leak more often.

 

Would anyone in Support like to review and comment on my analysis?

Message 17 of 77 (302 Views)
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Re: Call for action on current crashing/freezing issue

[ Edited ]
★★ Apprentice

@Resmi9793it seems, the issue is now flagged for further investigation on this post:
https://answers.ea.com/t5/Bug-Reports/Crash-in-arena-match-SLKR-vs-SLKR/m-p/9332083#M40960

Finally !

Message 18 of 77 (296 Views)
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Re: Call for action on current crashing/freezing issue

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@wharp95 Yeah - it all depends what diagnostics they have built into the application. They can only get limited info from the rest of the system, though, which is why I'm trying to provide this extra info to help fix these issues
Message 19 of 77 (287 Views)
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Re: Call for action on current crashing/freezing issue

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@wharp95 Thanks. Looking at that one, it also failed a mainline case to allocate memory. Adds more weight to the memory leak theory.
Message 20 of 77 (276 Views)