[Development] Microsoft Teams get crash randomly after 5~30mins

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Occasional Contributor

Hi ,

I used Macbook with macOS Mojave version 10.14.4 , and Microsoft Teams Version 1.2.00.28258. It was last updated on 10/15/19.

I create simple app with a tab point to 'https:// development-1.leap.expert/' (remove space) 

Screen Shot 2019-10-30 at 11.14.45 AM.png

, and I just open the tab then let it idle around 5->30mins

Screen Shot 2019-10-30 at 11.14.19 AM.png, Teams will crash.

 

The problem is Teams crash so randomly when open my Tab, sometime Teams not crash for 2hours , but 95% of the time , Teams will crash after 30mins.

 

What I already work around:

- Clear all Cache 

- Uninstall and install Teams again, make sure Teams in the latest version

- Inspect in the Teams web version to see any error happen (https:// teams.microsoft.com) 

 

Here is the log I got from Teams:

 

Unhandled exception occured Error: callback can only be called for once

and

Unhandled exception occured Error: Object has been destroyed

 

Does anyone know what made this kind of exception ?

Does we have anyway to catch all the errors to prevent the unhandled exception ?

 

The full log is here:

Fri Oct 25 2019 11:54:57 GMT+0700 (+07) <80305> -- event -- duration: 1.5440001487731934, name: desktop_foreground_duration, eventpdclevel: 2,  

Fri Oct 25 2019 11:54:59 GMT+0700 (+07) <80305> -- event -- name: desktop_set_permission_request_handler, permissions: notifications, webContentsId: 5, mainWindowURL: https://teams.microsoft.com, tabURL: https://teams.microsoft.com, sameHost: true, isMainWindowWebContents: false, permissionGranted: true, eventpdclevel: 2,  

Fri Oct 25 2019 11:55:07 GMT+0700 (+07) <80305> -- event -- name: desktop_set_permission_request_handler, permissions: notifications, webContentsId: 5, mainWindowURL: https://teams.microsoft.com, tabURL: https://teams.microsoft.com, sameHost: true, isMainWindowWebContents: false, permissionGranted: true, eventpdclevel: 2,  

Fri Oct 25 2019 11:55:07 GMT+0700 (+07) <80305> -- error -- Unhandled exception occured 

Fri Oct 25 2019 11:55:07 GMT+0700 (+07) <80305> -- error -- Unhandled exception occured Error: callback can only be called for once

    at Timeout.setTimeout [as _onTimeout] (Microsoft Teams.app/Contents/Resources/app.asar/lib/webContentsManager.js:65:28)

    at ontimeout (timers.js:427:11)

    at tryOnTimeout (timers.js:289:5)

    at listOnTimeout (timers.js:252:5)

    at Timer.processTimers (timers.js:212:10) 

Fri Oct 25 2019 11:55:07 GMT+0700 (+07) <80305> -- event -- name: desktop_uncaught_exception, errorStackTraceV2: Error: callback can only be called for once

    at Timeout.setTimeout [as _onTimeout] (Microsoft Teams.app/Contents/Resources/app.asar/lib/webContentsManager.js:65:28)

    at ontimeout (timers.js:427:11)

    at tryOnTimeout (timers.js:289:5)

    at listOnTimeout (timers.js:252:5)

    at Timer.processTimers (timers.js:212:10), eventpdclevel: 1,  

Fri Oct 25 2019 11:55:07 GMT+0700 (+07) <80305> -- event -- errorStackTraceV2: Error: callback can only be called for once

    at Timeout.setTimeout [as _onTimeout] (Microsoft Teams.app/Contents/Resources/app.asar/lib/webContentsManager.js:65:28)

    at ontimeout (timers.js:427:11)

    at tryOnTimeout (timers.js:289:5)

    at listOnTimeout (timers.js:252:5)

    at Timer.processTimers (timers.js:212:10), status: success, scenario: 7beafae3-419b-44f4-86b5-570880680493, scenarioName: desktop_uncaught_exception, name: desktop_uncaught_exception, step: start, sequence: 0, delta: 0, scenarioDelta: 0, elapsed: 319388, stepDelta: 0, eventpdclevel: 3, Scenario.Name: desktop_uncaught_exception, Scenario.Step: start, Scenario.Status: success,  

Fri Oct 25 2019 11:55:07 GMT+0700 (+07) <80305> -- event -- errorStackTraceV2: Error: callback can only be called for once

    at Timeout.setTimeout [as _onTimeout] (Microsoft Teams.app/Contents/Resources/app.asar/lib/webContentsManager.js:65:28)

    at ontimeout (timers.js:427:11)

    at tryOnTimeout (timers.js:289:5)

    at listOnTimeout (timers.js:252:5)

    at Timer.processTimers (timers.js:212:10), status: success, scenario: 7beafae3-419b-44f4-86b5-570880680493, scenarioName: desktop_uncaught_exception, name: desktop_uncaught_exception, step: stop, sequence: 1, delta: 1, scenarioDelta: 1, elapsed: 319389, stepDelta: 1, eventpdclevel: 3, Scenario.Name: desktop_uncaught_exception, Scenario.Step: stop, Scenario.Status: success,  

Fri Oct 25 2019 11:55:14 GMT+0700 (+07) <80305> -- info -- Focusing main window 

Fri Oct 25 2019 11:55:14 GMT+0700 (+07) <80305> -- info -- Is foreground set to true 

Fri Oct 25 2019 11:55:17 GMT+0700 (+07) <80305> -- info -- Blur main window 

Fri Oct 25 2019 11:55:17 GMT+0700 (+07) <80305> -- info -- Is foreground set to false 

Fri Oct 25 2019 11:55:17 GMT+0700 (+07) <80305> -- event -- duration: 2.7219998836517334, name: desktop_foreground_duration, eventpdclevel: 2,  

Fri Oct 25 2019 11:55:17 GMT+0700 (+07) <80305> -- info -- Quitting app Teams with session of c55109f2-e56e-1f31-2526-b1f1ee364193 and desktop session of desktop-5dcc860a-0e87-4380-a7cb-58e71395f4ca 

Fri Oct 25 2019 11:55:17 GMT+0700 (+07) <80305> -- info -- Sending IPC to web app for app quitting...

18 Replies

@Jon_Leapexpert Could you please share the below information which would help us investigate this further:

  1. OS Version.
  2. Desktop App Logs.
    Windows: %appdata%\Microsoft\Teams\logs.txt.
    MAC: ~/Library/Application Support/Microsoft/Teams/logs.txt
  3. Desktop Install Logs.
    Windows:
      Teams install log - %localappdata%\SquirrelTemp\SquirrelSetup.log
      Teams update log- %localappdata%\Microsoft\Teams\SquirrelSetup.log
     Teams uninstall log- %localappdata%\Temp\SquirrelSetup.log
    MAC:

          Teams update log -   /Library/Logs/Microsoft/Teams/updater.log

  4. Desktop Setting and Configs.
      Windows:
        Desktop configuration-%appdata%\Microsoft\Teams\desktop-config.json
        Settings- %appdata%\Microsoft\Teams\settings.json
        Local Storage- %appdata%\Microsoft\Teams\storage.json
     MAC:
        Desktop Configuration- ~/Library/Application Support/Microsoft/Teams/desktop-config.json
        Settings- ~/Library/Application Support/Microsoft/Teams/settings.json
        Local storage- ~/Library/Application Support/Microsoft/Teams/storage.json

5. Screenshot- If you are seeing any error message/dialog.
6. Screen Recording.
7. Repro steps: The action/ sequence of actions that led to the issue.

8. Open %appdata%\Microsoft\Teams\logs.txt and look for the following to identify what kind of crash it is. Please make sure the following keyword is found in the logs from the latest process/timestamps, because it's possible those issues happened in the past and self-resolved.

desktop_plugin_host_crashed - please forward all of the collected information.

desktop_gpu_process_crashed - GPU process crashes are benign. It doesn't kill the app. Ignore this crash
9. If it's not one of the crashes above, please gathering all of the information above, quit the app, delete %appdata%\Microsoft\Teams and restart the app to see if the issue repro's.

@Gousia_Begum 

1. OS Version: MacOS Mojave version 10.14.4

2. Desktop App Logs. in attachment logs.txt.zip

3. Desktop Install Logs.  I can not find the log for this

4. Desktop Setting and Configs: in attachment destop_setting_logs.zip

5 & 6: The team just random suddenly turn off, there are no error/ warning. It just close like I press the quit the app

7. Just open the app like I mention above (install App studio then create new app with my url in the Tab , install and open it ), let it idle, don't click anything and do other tasks in other applications and Teams crash after few hours. I not event touch the Teams

8. Teams just update new version 1.2.00.31052 in 10-November , I see the crash not happen frequently like before.
Before there are 2 errors cause Teams crash:
- Unhandled exception occured Error: Object has been destroyed
- Unhandled exception occured Error: callback can only be called for once
After the update, I strongly believe they already fixed the issue ' callback can only be called for once’.
However, they still not fix the issue ' Object has been destroyed’ so Teams still crash randomly but not often. I hope in next few update, Teams will fix it. You can see the error 'Object has been destroyed' in the logs.txt. It just happened yesterday.

The crash happen around few times in a day after Teams update ( 4times/day before Teams update it was 30times/day)

I can not find 'desktop_plugin_host_crashed ' and 'desktop_gpu_process_crashed'

@Jon_Leapexpert Thanks for sharing the info. Please help with the below information as well:

Tenant IDs/Names
Number of tenants affected
Number of users affected
User alias
Is it happening now: [Y/N] 
Time period of incident
Problem Description
Issue experiencing in Web/Desktop/Mobile App

 

@Gousia_Begum 

Tenant IDs/Names
Number of tenants affected
Number of users affected
User alias

Just only me and my colleagues got that issue because my app still in development phase. We not publish it yet so there are no users yet.

Is it happening now: [Y] . Yes. You can see the log, Teams just crashed yesterday 12-November

Time period of incident:  it just randomly, sometime it not happen in a day, sometime it crash 5times in a day

Problem Description:  Open my app , let it idle, don't touch it, do something else -> the app close . My app build with react.

Issue experiencing in Web/Desktop/Mobile App: only in Desktop app in MacOs environment. I not sure about the Window. It run normally in Web

 

@Jon_Leapexpert 

How did you integrate the tab  into Teams? Did you use the Document Library tab, SharePoint tab, or Website tab?

Also Kindly provide below information.

1. MS diagnostic logs ( Keyboard shortcut: Option + Command + Shift+1 )

2. Fiddler trace

2. Screenshots

@Gousia_Begum 

Step 1: install App studio 

Screen Shot 2019-11-11 at 5.12.39 PM.png

Step 2: import my app ( in attachment LeapXpertTest(1).zip)

Step 3: open it and let it idle for few hours, don't need to click anything , it might randomly crash

Screen Shot 2019-11-14 at 5.49.31 PM.png

I just updated new log in attachment, today 14-November it still crash with the same reason: 'Unhandled exception occured Error: Object has been destroyed'. I opened my app and did other tasks, after few hours, it just auto closed.

 

Did you use the Document Library tab, SharePoint tab, or Website tab? I use website tab

Fiddler trace: I don't use it now, I will try to install this 

@Jon_Leapexpert Were you able to download Fiddler and get the Fiddler trace?

@Gousia_Begum 

No, I can not install it in my macbook ...

By the way, could you know when the error Unhandled exception occured Error: Object has been destroyed happens ? Does this relate to Teams sdk ?

@Jon_Leapexpert We would need the Fiddler Trace to investigate this issue further. Could you please check if you could download fiddler and get the Fiddler Trace for the issue?

@Gousia_Begum 

I can not install the  Fiddler Trace.

However, I can give you my sample app in attachment and log, yesterday. it still crashed 3 times

Hope it help

Many thanks

@Gousia_Begum 

Finally, I can get the log from Fiddler Trace.

Teams still crash on Window. This is the log of Fiddler Trace in Window

 

 

@Jon_Leapexpert Could you please try updating the GPU driver? There are known issues with outdated gpu driver causing crashes.

@Gousia_Begum 

I use Macbook , so I don't think there are a way to update driver

@Jon_Leapexpert The updates can be manually downloaded from Apple site

https://support.apple.com/en_US/downloads/macnotebooks

Or using the update mechanism in apple:
https://support.apple.com/en_US/HT201541 

@Gousia_Begum 

However, this should fix by Teams in next update, right?

We can not ask user to manual update their driver in order to use our app

@Jon_Leapexpert This is not a Teams client update. This is a GPU update. Is this issue happening to all the users who is using this app?

@Gousia_Begum 

it happens for all users. Crash 1~2times/ day.

Already updated new Teams version "You have Microsoft Teams Version 1.2.00.34155. It was last updated on 12/18/19."

@Jon_Leapexpert Could you please send the crash dumps with us?