Please Help! App won't open for 1 user, Just fades away.

Question

Created Jan ’25

Replies 3

Boosts 0

Participants 2

[https://vimeo.com/manage/videos/1051990313)

We are experiencing an issue where a user is unable to open our app on their iPhone 16 Pro Max running iOS 18.3. When the user selects the app, it begins to scale to screen size but then fades away without fully opening. It is unclear whether this is a crash or another issue.

To troubleshoot, we created a simplified version of the app containing only a single screen displaying "Hello, World." The user experiences the same issue with this version, leading us to believe there may be a device-specific setting or compatibility issue at play.

Steps the User Has Tried: Checked device storage – over 200GB available Offloaded and reinstalled the app Deleted and reinstalled the app Updated to iOS 18.3 Forced restart of the device Reset network settings Turned off VPN

Despite these steps, the issue persists. We would appreciate any guidance on potential causes or troubleshooting steps to resolve this issue.

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Answer 1

Hoffman OP

Jan ’25

Remove the VPN. Restart. Test again.

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Answer 2

dkersey OP

Jan ’25

I forgot to add: This user was able to use the app previously. We have reverted to the version that worked and still getting the crash or issue.

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Answer 3

dkersey OP

Jan ’25

UPDATE: From the Analytics Logs we're able to see that it is related to a firebase.auth. We're in the process of updating the packages but are not seeing this issue on any other devices.

Thread 7 name: Dispatch queue: com.google.firebase.auth.globalWorkQueueThread 7 Crashed:

0 libsystem_kernel.dylib 0x1f2a8b2d4 __pthread_kill + 8 1 libsystem_pthread.dylib 0x22c0f159c pthread_kill + 268 2 libsystem_c.dylib 0x1a91a4b9c __abort + 136 3 libsystem_c.dylib 0x1a91a4b14 abort + 140 4 libc++abi.dylib 0x22c0175b8 abort_message + 132 5 libc++abi.dylib 0x22c005bac demangling_terminate_handler() + 348 6 libobjc.A.dylib 0x19e8d32c4 _objc_terminate() + 156 7 HundredOut 0x101492bcc 0x100ee4000 + 5958604 8 libc++abi.dylib 0x22c01687c std::__terminate(void (*)()) + 16 9 libc++abi.dylib 0x22c016820 std::terminate() + 108 10 libdispatch.dylib 0x1a90eafbc _dispatch_client_callout + 40 11 libdispatch.dylib 0x1a90f25cc _dispatch_lane_serial_drain + 768 12 libdispatch.dylib 0x1a90f3124 _dispatch_lane_invoke + 380 13 libdispatch.dylib 0x1a90fe38c _dispatch_root_queue_drain_deferred_wlh + 288 14 libdispatch.dylib 0x1a90fdbd8 _dispatch_workloop_worker_thread + 540 15 libsystem_pthread.dylib 0x22c0ec680 _pthread_wqthread + 288 16 libsystem_pthread.dylib 0x22c0ea474 start_wqthread + 8

I realize this may be very generic crash information but any ideas would be greatly appreciated.

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