Self Service Crashing

mstydel
New Contributor II

Self Service has been crashing for us ever since we updated to version 10.30.1. Seems to be whenever you go into or mouse over a column in the Browse section. If you click Home as soon as you log in, it stays running and continues to work. Just installed 10.30.3 a few minutes ago, ran policy so everything on my client end would update, still getting the same thing. I read somewhere that maybe having custom branding could be the issue? We have a banner set and a custom app icon set. Originally when it started doing it after updating to 10.30.1 I figured it would be resolved shortly with another update or there would be a discussion started as it seems to be an issue with the actual .app but I didn't see it mentioned in 10.30.3's release notes nor have I found any discussions really.

1 ACCEPTED SOLUTION

dcgagne
Contributor

Alright, it's official now:

PI-009903 - Self Service crashes if categories assigned to an item over 32 characters

Expected Results
We can select the category from the left menu

Actual Results
Self service crashes

Workaround
- Keep categories at or below 32 characters

OR

  • Use Browse > all section versus selecting the category in self service to view available items

OR

  • Use Browse > use arrow keys to navigate to categories with more than 32 characters

View solution in original post

8 REPLIES 8

mstydel
New Contributor II

Here is the beginning of the error log provided by macOS (Big Sur 11.4 on an M1 Air):

Process:               Self Service [44210]
Path:                  /Applications/Self Service - WSD.app/Contents/MacOS/Self Service
Identifier:            com.jamfsoftware.selfservice.mac
Version:               10.30.3 (10.30.3-t1624643096)
Code Type:             ARM-64 (Native)
Parent Process:        ??? [1]
Responsible:           Self Service [44210]
User ID:               932199638

Date/Time:             2021-07-07 16:44:01.141 -0500
OS Version:            macOS 11.4 (20F71)
Report Version:        12
Anonymous UUID:        0FCA6CA9-690C-C831-0F99-42F04A32A341

Sleep/Wake UUID:       485DB790-20F4-42EB-B20E-3C116999325E

Time Awake Since Boot: 420000 seconds
Time Since Wake:       14000 seconds

System Integrity Protection: enabled

Crashed Thread:        0  Dispatch queue: com.apple.main-thread

Exception Type:        EXC_CRASH (SIGABRT)
Exception Codes:       0x0000000000000000, 0x0000000000000000
Exception Note:        EXC_CORPSE_NOTIFY

Application Specific Information:
abort() called

Thread 0 Crashed:: Dispatch queue: com.apple.main-thread
0   libsystem_kernel.dylib          0x000000018c840e68 __pthread_kill + 8
1   libsystem_pthread.dylib         0x000000018c87343c pthread_kill + 292
2   libsystem_c.dylib               0x000000018c7bb460 abort + 104
3   org.cocoapods.Sentry            0x000000010312d814 -[SentryCrashExceptionApplication _crashOnException:] + 56
4   com.apple.AppKit                0x000000018f2dc650 __62+[CATransaction(NSCATransaction) NS_setFlushesWithDisplayLink]_block_invoke + 784
5   com.apple.AppKit                0x000000018fa3123c ___NSRunLoopObserverCreateWithHandler_block_invoke + 64
6   com.apple.CoreFoundation        0x000000018c971cc8 __CFRUNLOOP_IS_CALLING_OUT_TO_AN_OBSERVER_CALLBACK_FUNCTION__ + 36
7   com.apple.CoreFoundation        0x000000018c971b14 __CFRunLoopDoObservers + 572
8   com.apple.CoreFoundation        0x000000018c97105c __CFRunLoopRun + 764
9   com.apple.CoreFoundation        0x000000018c9705e8 CFRunLoopRunSpecific + 600
10  com.apple.HIToolbox             0x000000019488b2a0 RunCurrentEventLoopInMode + 292
11  com.apple.HIToolbox             0x000000019488b014 ReceiveNextEventCommon + 552
12  com.apple.HIToolbox             0x000000019488add4 _BlockUntilNextEventMatchingListInModeWithFilter + 72
13  com.apple.AppKit                0x000000018f15f480 _DPSNextEvent + 836
14  com.apple.AppKit                0x000000018f15de20 -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 1292
15  com.apple.AppKit                0x000000018f14fcac -[NSApplication run] + 596
16  com.apple.AppKit                0x000000018f12171c NSApplicationMain + 1064
17  com.jamfsoftware.selfservice.mac    0x0000000102915e20 0x102910000 + 24096
18  libdyld.dylib                   0x000000018c891450 start + 4

Thread 1:
0   libsystem_pthread.dylib         0x000000018c86e5cc start_wqthread + 0

Thread 2:
0   libsystem_pthread.dylib         0x000000018c86e5cc start_wqthread + 0

Thread 3:
0   libsystem_pthread.dylib         0x000000018c86e5cc start_wqthread + 0

Thread 4:
0   libsystem_pthread.dylib         0x000000018c86e5cc start_wqthread + 0

Thread 5:
0   libsystem_pthread.dylib         0x000000018c86e5cc start_wqthread + 0

Thread 6:
0   libsystem_pthread.dylib         0x000000018c86e5cc start_wqthread + 0

Thread 7:: Dispatch queue: com.apple.NSURLSession-work
0   com.apple.CFNetwork             0x0000000190e74778 0x190c18000 + 2475896
1   com.apple.CFNetwork             0x0000000190c2c66c 0x190c18000 + 83564
2   com.apple.CFNetwork             0x0000000190cc57f0 0x190c18000 + 710640
3   com.apple.CFNetwork             0x0000000190cd3a98 0x190c18000 + 768664
4   com.apple.CFNetwork             0x0000000190c2cc38 0x190c18000 + 85048
5   com.apple.CFNetwork             0x0000000190cc5784 0x190c18000 + 710532
6   libdispatch.dylib               0x000000018c6c2128 _dispatch_call_block_and_release + 32
7   libdispatch.dylib               0x000000018c6c3ec0 _dispatch_client_callout + 20
8   libdispatch.dylib               0x000000018c6cb6a8 _dispatch_lane_serial_drain + 620
9   libdispatch.dylib               0x000000018c6cc2d8 _dispatch_lane_invoke + 456
10  libdispatch.dylib               0x000000018c6d6b74 _dispatch_workloop_worker_thread + 764
11  libsystem_pthread.dylib         0x000000018c86f89c _pthread_wqthread + 276
12  libsystem_pthread.dylib         0x000000018c86e5d4 start_wqthread + 8

Thread 8:
0   libsystem_kernel.dylib          0x000000018c83c344 __semwait_signal + 8
1   libsystem_c.dylib               0x000000018c7b82a4 nanosleep + 216
2   libsystem_c.dylib               0x000000018c7b8088 sleep + 48
3   org.cocoapods.Sentry            0x0000000103129f20 monitorCachedData + 628
4   libsystem_pthread.dylib         0x000000018c873878 _pthread_start + 320
5   libsystem_pthread.dylib         0x000000018c86e5e0 thread_start + 8

Thread 9:: SentryCrash Exception Handler (Secondary)
0   libsystem_kernel.dylib          0x000000018c838dd4 mach_msg_trap + 8
1   libsystem_kernel.dylib          0x000000018c839184 mach_msg + 76
2   libsystem_kernel.dylib          0x000000018c85eb10 thread_suspend + 84
3   org.cocoapods.Sentry            0x0000000103136810 handleExceptions + 120
4   libsystem_pthread.dylib         0x000000018c873878 _pthread_start + 320
5   libsystem_pthread.dylib         0x000000018c86e5e0 thread_start + 8

Thread 10:: SentryCrash Exception Handler (Primary)
0   libsystem_kernel.dylib          0x000000018c838dd4 mach_msg_trap + 8
1   libsystem_kernel.dylib          0x000000018c8391fc mach_msg + 196
2   org.cocoapods.Sentry            0x000000010313683c handleExceptions + 164
3   libsystem_pthread.dylib         0x000000018c873878 _pthread_start + 320
4   libsystem_pthread.dylib         0x000000018c86e5e0 thread_start + 8

Thread 11:: com.apple.NSEventThread
0   libsystem_kernel.dylib          0x000000018c838dd4 mach_msg_trap + 8
1   libsystem_kernel.dylib          0x000000018c839184 mach_msg + 76
2   com.apple.SkyLight              0x00000001911428a0 CGSSnarfAndDispatchDatagrams + 164
3   com.apple.SkyLight              0x00000001913e2f48 SLSGetNextEventRecordInternal + 408
4   com.apple.SkyLight              0x0000000191235e1c SLEventCreateNextEvent + 16
5   com.apple.HIToolbox             0x00000001948983b0 PullEventsFromWindowServerOnConnection(unsigned int, unsigned char, __CFMachPortBoost*) + 60
6   com.apple.HIToolbox             0x0000000194898338 MessageHandler(__CFMachPort*, void*, long, void*) + 60
7   com.apple.CoreFoundation        0x000000018c9a2278 __CFMachPortPerform + 260
8   com.apple.CoreFoundation        0x000000018c973368 __CFRUNLOOP_IS_CALLING_OUT_TO_A_SOURCE1_PERFORM_FUNCTION__ + 60
9   com.apple.CoreFoundation        0x000000018c973224 __CFRunLoopDoSource1 + 596
10  com.apple.CoreFoundation        0x000000018c9716a4 __CFRunLoopRun + 2372
11  com.apple.CoreFoundation        0x000000018c9705e8 CFRunLoopRunSpecific + 600
12  com.apple.AppKit                0x000000018f2de054 _NSEventThread + 196
13  libsystem_pthread.dylib         0x000000018c873878 _pthread_start + 320
14  libsystem_pthread.dylib         0x000000018c86e5e0 thread_start + 8

Thread 12:: com.apple.NSURLConnectionLoader
0   libsystem_kernel.dylib          0x000000018c838dd4 mach_msg_trap + 8
1   libsystem_kernel.dylib          0x000000018c839184 mach_msg + 76
2   com.apple.CoreFoundation        0x000000018c972d50 __CFRunLoopServiceMachPort + 372
3   com.apple.CoreFoundation        0x000000018c97121c __CFRunLoopRun + 1212
4   com.apple.CoreFoundation        0x000000018c9705e8 CFRunLoopRunSpecific + 600
5   com.apple.CFNetwork             0x0000000190e630f4 0x190c18000 + 2404596
6   com.apple.Foundation            0x000000018d711cd0 __NSThread__start__ + 864
7   libsystem_pthread.dylib         0x000000018c873878 _pthread_start + 320
8   libsystem_pthread.dylib         0x000000018c86e5e0 thread_start + 8

Thread 13:
0   libsystem_pthread.dylib         0x000000018c86e5cc start_wqthread + 0

Thread 14:
0   libsystem_pthread.dylib         0x000000018c86e5cc start_wqthread + 0

Thread 15:
0   libsystem_pthread.dylib         0x000000018c86e5cc start_wqthread + 0

Thread 16:: CVDisplayLink
0   libsystem_kernel.dylib          0x000000018c83c548 __psynch_cvwait + 8
1   libsystem_pthread.dylib         0x000000018c873dd8 _pthread_cond_wait + 1292
2   com.apple.CoreVideo             0x000000019329c4dc CVDisplayLink::waitUntil(unsigned long long) + 172
3   com.apple.CoreVideo             0x000000019329bb50 CVDisplayLink::runIOThread() + 424
4   libsystem_pthread.dylib         0x000000018c873878 _pthread_start + 320
5   libsystem_pthread.dylib         0x000000018c86e5e0 thread_start + 8

Thread 0 crashed with ARM Thread State (64-bit):
    x0: 0x0000000000000000   x1: 0x0000000000000000   x2: 0x0000000000000000   x3: 0x0000000000000000
    x4: 0x00000000000062dc   x5: 0x0000000000000010   x6: 0x0000000000000600   x7: 0x0000000000000990
    x8: 0xccc097e9e8b14c0b   x9: 0xccc097e8ea64b14b  x10: 0x0000000000003ffe  x11: 0x0000000203691702
   x12: 0x0000000203691702  x13: 0x000000000000001e  x14: 0x0000000000000881  x15: 0x000000008000001f
   x16: 0x0000000000000148  x17: 0x00000001fb1cae90  x18: 0x00000001076c77cc  x19: 0x0000000000000006
   x20: 0x0000000102d5fd40  x21: 0x0000000000000103  x22: 0x0000000102d5fe20  x23: 0x0000000000000000
   x24: 0x0000000500002d8a  x25: 0x000000018c972240  x26: 0x0000000000000000  x27: 0x0000600000222a80
   x28: 0x0000600003d04de0   fp: 0x000000016d4ee170   lr: 0x000000018c87343c
    sp: 0x000000016d4ee150   pc: 0x000000018c840e68 cpsr: 0x40000000
   far: 0x000000010552c000  esr: 0x56000080

dcgagne
Contributor

Our org is experiencing the exact same issue. Removing all branding didn't help and the issue persists on devices that have been completely wiped and re-enrolled. I opened a support case and it was escalated to the product engineers, but there has been no movement on it since June 29th.

mark_mahabir
Valued Contributor

We saw this once or twice whilst we were on v10.28.0, but it seems to have gone away since we upgraded to v10.30.1.

Have you tried the following? Support claim that this workflow works in a large number of cases:

1) Drag Self Service app to the trash. 2) In the user’s login keychain delete com.jamfsoftware.SelfService.privatekey and com.jamfsoftware.SelfService.publickey 3) In Terminal run sudo jamf policy to reinstall the Self Service app 4) Reboot 5) Launch new Self Service app

You're a life saver! Was running into the following on launch and your suggestion resolved the issue. Bravo sir! 

Exception Type: EXC_BAD_INSTRUCTION (SIGILL)
Exception Codes: 0x0000000000000001, 0x0000000000000000
Exception Note: EXC_CORPSE_NOTIFY
 
Termination Signal: Illegal instruction: 4
Termination Reason: Namespace SIGNAL, Code 0x4
Terminating Process: exc handler [29150]




mstydel
New Contributor II

I have tried those 5 steps on my own machine with no success, but even if that did solve it we wouldn't be able to do that on all of our machines.

This morning I found that it would only crash if I moused over our "Secure Browsers / Testing Applications" category, everywhere else was fine. I also noted that was our longest category name and was two lines instead of fitting into one. I changed that category to "Secure Browsers / Testing Apps" to shorten it. After relaunching Self Service I can see the new category name and am able to hover over and click on it without crashing. It's odd that it still takes up two lines though, originally I changed it to "Secure Browsers and Testing Apps", which fixed the issue also, but there was the extra blank line like it was one character too long, but even with the "/" shortening it more than just changing "Applications" to "Apps" there is still the extra line. I'm wondering if this issue started when we upgraded to 10.27 with the new Self Service UI and it went unnoticed until we updated to 10.30.1.
fc836fc9bf1b4c26956e951a0d3e7394

dcgagne
Contributor

I think you're on to something. I am noticing some categories with the same behavior and I'm slowly truncating them to see if they are causing an issue. It makes it a bit harder because my accounts and devices are used for testing and debugging so they have some messy categories exposed to them.

edit So far this looks promising. End users had 1 category exposed to them with a slightly longer name near the top of the categories list and my account had a few. That would explain why it would crash almost immediately as soon as we went to Browse.

I'll be updating my case with this new information as well as the debugging output pulled from the terminal after relaunching SS.

dcgagne
Contributor

Alright, it's official now:

PI-009903 - Self Service crashes if categories assigned to an item over 32 characters

Expected Results
We can select the category from the left menu

Actual Results
Self service crashes

Workaround
- Keep categories at or below 32 characters

OR

  • Use Browse > all section versus selecting the category in self service to view available items

OR

  • Use Browse > use arrow keys to navigate to categories with more than 32 characters

View solution in original post

mstydel
New Contributor II

That’s awesome!