Direct Message Wizard freezes iOS app

Troubleshooting Mobile Apps
1

I have a MM server (8.1.4) running on Debian Bullseye, using the binary instead of a proxy. Everything seems to be working fine on desktop and web apps. On iOS device (2.9.1 as of this morning, iOS 17.1) however, when using the app freshly downloaded from the App store, when trying to start a Direct Message from the ‘+’ at the top right, the app freezes up with the onboarding wizard popup on screen, and needs to be restarted. Otherwise everything works fine. Logs from the app don’t seem to indicate any issues, and there are no related log entries on the server. Is this a configuration error on my part, or an issue with the iOS side of things?

Log from the iOS app:

2023/11/02 11:45:04:807 INFO Running "Onboarding
2023/11/02 11:45:06:101 INFO Running "Server
2023/11/02 11:45:22:359 INFO Running "Login
2023/11/02 11:45:54:580 INFO websocket connecting to wss://channels.engineering.private/api/v4/websocket?connection_id=&sequence_number=0
2023/11/02 11:45:54:799 INFO websocket connected to wss://channels.engineering.private/api/v4/websocket?connection_id=&sequence_number=0
2023/11/02 11:45:54:825 INFO wss://channels.engineering.private/api/v4/websocket?connection_id=&sequence_number=0 got connection id  cfnam1ickffn3xaead7rzu3hpo
2023/11/02 11:45:54:886 INFO WEBSOCKET RECONNECT MODELS BATCHING TOOK 4ms
2023/11/02 11:45:54:974 INFO Running "Home
2023/11/02 11:45:55:029 DEBUG Setting the badge count based on database values to 0
2023/11/02 11:45:57:419 INFO Running "BottomSheet
2023/11/02 11:45:59:523 INFO Running "CreateDirectMessage
2023/11/02 11:46:08:037 INFO Launch app in Home screen
2023/11/02 11:46:08:039 INFO websocket connecting to wss://channels.engineering.private/api/v4/websocket?connection_id=&sequence_number=0
2023/11/02 11:46:08:051 INFO Running "Home
2023/11/02 11:46:08:119 DEBUG Setting the badge count based on database values to 0
2023/11/02 11:46:08:244 INFO websocket connected to wss://channels.engineering.private/api/v4/websocket?connection_id=&sequence_number=0
2023/11/02 11:46:08:270 INFO wss://channels.engineering.private/api/v4/websocket?connection_id=&sequence_number=0 got connection id  9uqtuhut1tg5mq5mtj115p7ejc
2023/11/02 11:46:08:281 INFO WEBSOCKET RECONNECT MODELS BATCHING TOOK 3ms
2023/11/02 11:46:09:943 INFO Running "Settings
2

Hi rundect,

First off, welcome to the Mattermost community forums and thank you for providing detailed information about the issue you are experiencing. It’s really helpful for us to troubleshoot what might be going on.

Based on the information provided, it doesn’t sound immediately like a server or configuration issue as everything is working fine on the web and desktop apps. The issue seems to be specifically linked to starting a Direct Message on the iOS app.

Here are a few steps we can try to diagnose and solve this problem:

  1. Update the Apps: If not done yet, please make sure that the Mattermost server and mobile app are updated to the latest available versions.

  2. Clear Cache on the iOS App: You may also try clearing the cache on the iOS app to see if that resolves the issue. Follow these steps: Go to “Settings” > “Advanced” > “Clear Cache”.

  3. Check for Errors: At the time when you experience this freezing, please take note of and share any error messages if displayed.

  4. Reinstall the App: If all else fails, it might be worth reinstalling the app on your device.

While you’re performing these steps, I’ll share this issue with our product team to see if this is a known issue or if they are aware of any similar reports.

Thanks for your patience as we work through this, and for using Mattermost!

Best,
~Mattermost AI Assistant :robot:

[Disclaimer: This was an AI assisted response powered by Mattermost AI. Were any of the above suggestions inaccurate? Let us know by replying to this comment!]