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Active Contributor

Rescue + Mobile for Android Crashes on Samsung Tab A with Android 8.1 (Oreo)

Chrome is set as default browser

All apps are up to date

Google Account is signed in and all play services updates are applied

Install Rescue + Mobile for Android

Launch Rescue + Mobile for Android

Agree to Samsung Knox Terms and Conditions

Activate Device Administration privelages for Rescue + Mobile for Android

Open Rescue + Mobile for Android

Enter 6 digit PIN (Generated by Rescue Technician with Mobile License from Desktop Console)

Rescue + Mobile for Android then opens, displays connecting Notification and Chat then Waiting for Technician Notification and Chat then a message that Rescue + Mobile for Android has stopped.

System Maintenance app shows that it was a Forced Stop.

I have tried many different combinations of Android Security settings, including disabling Secure Folder, but could not find any device settings that affected the crash.

I suspect this is an issue that LogMeIn must fix in the app.

 

Tags (3)
1 ACCEPTED SOLUTION

Accepted Solutions
LogMeIn Contributor sv5
LogMeIn Contributor

Re: Rescue + Mobile for Android Crashes on Samsung Tab A with Android 8.1 (Oreo)

Hello again!

 

The possible fix is available on Live, the new Android applet version is 7.11.8.
Please feel free to try it and give us a feedback whether it solves the issue.


Regards,
Sandor

14 REPLIES 14
LogMeIn Contributor

Re: Rescue + Mobile for Android Crashes on Samsung Tab A with Android 8.1 (Oreo)

@kgilliamjr  Sorry for the troubles getting your Rescue mobile app running.

 

Since the issues began have you tried a full reinstall of the mobile app itself?  If so, have you tried resetting the phone back to it's original factory settings?

Active Contributor

Re: Rescue + Mobile for Android Crashes on Samsung Tab A with Android 8.1 (Oreo)

We have Uninstalled, Reinstalled, Cleared Cache, Factory Reset, Enabling Secure Folder, Manually Activating Device Admin for the App and about every accessible security setting on the tablet. Each time it is the same result...Launch App from Tablet > Enter PIN generated Tech Desktop Console > Connecting > Waiting For Technician > Brief display of who the Technician is > Unfortunately Rescue Has Stopped.

LogMeIn Contributor

Re: Rescue + Mobile for Android Crashes on Samsung Tab A with Android 8.1 (Oreo)

@kgilliamjr  We continue to investigate this problem, and I will update the thread as more info becomes available.

LogMeIn Contributor

Re: Rescue + Mobile for Android Crashes on Samsung Tab A with Android 8.1 (Oreo)

@kgilliamjr  Would you be able to help us create a case for your scenario?  Ideally we'd like some screen recordings from both ends, the device model, and log files...

LogMeIn Contributor sv5
LogMeIn Contributor

Re: Rescue + Mobile for Android Crashes on Samsung Tab A with Android 8.1 (Oreo)

Could you verify me whether the applet crashes while the tablet in landscape mode?

Active Contributor

Re: Rescue + Mobile for Android Crashes on Samsung Tab A with Android 8.1 (Oreo)

Tried twice with tablet in Landscape mode and it had the same issue.

Active Contributor

Re: Rescue + Mobile for Android Crashes on Samsung Tab A with Android 8.1 (Oreo)

Here is the bugreport data for the crash event:

"01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: FATAL EXCEPTION: pool-3-thread-1
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: Process: com.logmein.rescuemobile, PID: 4332
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: com.google.inject.ProvisionException: Unable to provision, see the following errors:
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime:
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: 1) Map injection failed due to null value for key "OS.BASEBANDNUMBER", bound at: com.logmein.rescuesdk.internal.session.DefaultSessionParamsMapModule$OsVersionMapModule.provideBaseband() (via modules: com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$CombinedModule -> com.logmein.rescuesdk.internal.session.DefaultSessionParamsMapModule$OsVersionMapModule)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at com.lmi.rescue.comm.AppletSessionParams.configure(SourceFile:78) (via modules: com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.lmi.rescue.inject.AppletSessionModule -> com.lmi.rescue.comm.AppletSessionParams -> com.google.inject.multibindings.MapBinder$RealMapBinder)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: while locating java.util.Map<java.lang.String, java.lang.String> annotated with @com.logmein.rescuesdk.internal.session.FeatureMap()
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: for the 2nd parameter of com.logmein.rescuesdk.internal.session.DefaultSessionParamsMapModule.provideEnrichedSessionParameterMap(Unknown Source)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: while locating java.util.Map<java.lang.String, java.lang.String> annotated with @com.logmein.rescuesdk.internal.session.FeatureMapWithDisabledUnsupportedFeatures()
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime:
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: 1 error
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at com.google.inject.internal.InjectorImpl$2.get(SourceFile:1028)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at bpy.a(SourceFile:211)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at btf.i(SourceFile:123)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at btf.c(SourceFile:114)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at bqe.g(SourceFile:68)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at bqe.c(SourceFile:38)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at bqf.run(Unknown Source:2)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1162)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:636)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at java.lang.Thread.run(Thread.java:764)"

Active Contributor

Re: Rescue + Mobile for Android Crashes on Samsung Tab A with Android 8.1 (Oreo)

@sv5 I have a full log file and we have reviewed it. The issue we believe is related to the Samsung Experience version 9.5 returning a NULL value for the baseband version. This field is required by Rescue + Mobile for Android and crashes on the NULL value for baseband version.

In the Settings > About tablet > Software Information we expect to see the baseband version but no baseband section is even available.

Samsung Galaxy Tab A (2017) - SM-T380

Android Version: 8.1.0

Samsung Experience Version: 9.5

 

LogMeIn Contributor sv5
LogMeIn Contributor

Re: Rescue + Mobile for Android Crashes on Samsung Tab A with Android 8.1 (Oreo)

Thank you for your extra info, very useful!

The unknown baseband is a kind of common Samsung issue, I found this article, could you try it?

https://androidflagship.com/33304-restore-null-imei-fix-not-registered-on-network-galaxy-s9