[Issue] YouView mobile app crashing for Samsung J4 & J6 devices on Android 9

SarahSarah Member Posts: 1,812 admin
in Announcements
Hi,

We're aware of an issue where since updating to Android 9, users with the Samsung J4 or J6 device experience crashing and are no longer able to use the YouView app.

This is being investigated at the moment. If you experience a crash on the app, please send the crash report when prompted as this will assist us with our investigations. 

When we have any updates to share regarding this issue, I'll post in this thread.

Thanks,
Sarah
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Comments

  • CavemartinCavemartin Member Posts: 5 ✭

    Have also been experiencing this problem on Samsung J4 Plus since update.

    Crash info is:

    Exception class name: java.lang.IllegalStateException

    Source file: MessageQueue

    Source class: android.os.MessageQueue

    Source method: nativePollOnce

    Line number: -2

    Hope this information is of assistance. Cheers




  • CavemartinCavemartin Member Posts: 5 ✭

    Just tried it again. Seems to be working! YouView box was on standby. Can't see any other different factors. Have YouView fixed it?

    Will try again tomorrow and report back.

  • SarahSarah Member Posts: 1,812 admin
    Cavemartin said:

    Just tried it again. Seems to be working! YouView box was on standby. Can't see any other different factors. Have YouView fixed it?

    Will try again tomorrow and report back.

    Hi @Cavemartin
    We've not fixed anything on our end so far. Are you able to now open and use the mobile app on your J4 device? 
    Thanks,
    Sarah
  • CavemartinCavemartin Member Posts: 5 ✭

    Hi Sarah, app worked late yesterday but NOT working today sorry to say

    I recall yesterday when checking device care I got a message that an app was draining power (YouView of course) and option to close app from that screen - which I did.

    It was after that when it worked.

    Have tried to replicate today but power use seems fine. Device at 100%

    Also cleared cache again but no improvement.

    Have checked crash info, same as before except source file is: MessageQueue.java. Could be I just missed the 'java' bit yesterday!

    Any suggestions?

    Martin

  • GoodbyeGoodbye Time out Posts: 336 ✭
    Sadly it's waiting game now, nothing will happen till there is a large enough demand to get it sorted, J series small segment youview/talk talk app users minuscule. So remote control for the foreseeable future. 
  • CavemartinCavemartin Member Posts: 5 ✭
    Shame
  • SarahSarah Member Posts: 1,812 admin
    Cavemartin said:

    Hi Sarah, app worked late yesterday but NOT working today sorry to say

    I recall yesterday when checking device care I got a message that an app was draining power (YouView of course) and option to close app from that screen - which I did.

    It was after that when it worked.

    Have tried to replicate today but power use seems fine. Device at 100%

    Also cleared cache again but no improvement.

    Have checked crash info, same as before except source file is: MessageQueue.java. Could be I just missed the 'java' bit yesterday!

    Any suggestions?

    Martin

    Hi Martin,
    Sorry to hear that it stopped working again for you. We don't have any further suggestions as it's still under investigation but if we get any updates on things to try we will let you know. 

    Goodbye said:
    Sadly it's waiting game now, nothing will happen till there is a large enough demand to get it sorted, J series small segment youview/talk talk app users minuscule. So remote control for the foreseeable future. 
    This is still under investigation and currently with Samsung as the issue was caused by a bug in the software update on these particular devices. I appreciate that it's not ideal for users with these devices however we are working to try and get this resolved asap. 

    Thanks,
    Sarah
  • CavemartinCavemartin Member Posts: 5 ✭
    Sarah said:
    Cavemartin said:

    Hi Sarah, app worked late yesterday but NOT working today sorry to say

    I recall yesterday when checking device care I got a message that an app was draining power (YouView of course) and option to close app from that screen - which I did.

    It was after that when it worked.

    Have tried to replicate today but power use seems fine. Device at 100%

    Also cleared cache again but no improvement.

    Have checked crash info, same as before except source file is: MessageQueue.java. Could be I just missed the 'java' bit yesterday!

    Any suggestions?

    Martin

    Hi Martin,
    Sorry to hear that it stopped working again for you. We don't have any further suggestions as it's still under investigation but if we get any updates on things to try we will let you know. 

    Goodbye said:
    Sadly it's waiting game now, nothing will happen till there is a large enough demand to get it sorted, J series small segment youview/talk talk app users minuscule. So remote control for the foreseeable future. 
    This is still under investigation and currently with Samsung as the issue was caused by a bug in the software update on these particular devices. I appreciate that it's not ideal for users with these devices however we are working to try and get this resolved asap. 

    Thanks,
    Sarah


    Thanks Sarah, hope to hear further in due course. I still have my old Samsung J3 (less SIM!) and app still works using that so perhaps for now I need 2 phones when away from home but with access to internet via a local wifi network!

    Cheers

    Martin

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