5 Replies Latest reply on Apr 11, 2016 7:00 PM by mbonne

    random crashing FM13 client using streamtime Mac

    mbonne

      Hi FileMaker experts!

       

      I'm having a tricky problem at work, a client of mine is getting random crashing within FM13 client on an iMac OS10.11.4. The company is setup with an SOE for the OS.
      Only one person is having the issue on one Mac. the user account can be logged into Streamtime via FileMaker client from another Mac and use the database fine, making changes etc.

       

      Crashing occurs at random times and from what I can see can't be reproduced on demand.

       

      I'm pretty good with the ol'OSX. But have very little experience troubleshooting FM issues. I have googled until I can't google no more.

       

      I've found that one of the aftermarket memory modules from OWC(low voltage) was bad via component isolation tests and using built in AHT.

      Unfortunately I don't have the iMac specs to hand. But its fairly new 2015 model 27". Had maxed out RAM.

       

      FM13 client has been uninstalled/reinstalled.

      The com.filemaker.client.pro12 file comes up on the crash report a couple time, it has been deleted and rebuild when opening FM13 client(deleted from user library). issue persists.

       

      I've attached some Crash reports for your perusal.

       

      Any suggestions or help would be immensely appreciated.

       

      Thanks,

      Miro

        • 1. Re: random crashing FM13 client using streamtime Mac
          mbonne

          Anyone?
          Just wondering if there are specific cache files that could be removed or other tests to perform.
          Mac also has Adobe CC for Teams. Could fonts be an issue? User reports no new fonts installed. But could there be fonts Adobe are pushing that have an adverse affect on streamtime.

           

          Log as a comment incase you don't want to download the attached logs...

           

          Process:               FileMaker Pro [1105]

          Path:                  /Applications/FileMaker Pro 13/FileMaker Pro.app/Contents/MacOS/FileMaker Pro

          Identifier:            com.filemaker.client.pro12

          Version:               13.0.5 (13.0.5)

          Code Type:             X86 (Native)

          Parent Process:        ??? [1]

          Responsible:           FileMaker Pro [1105]

          User ID:               1037

           

           

          Date/Time:             2016-04-05 13:51:41.422 +1000

          OS Version:            Mac OS X 10.11.3 (15D21)

          Report Version:        11

          Anonymous UUID:        EB5C4C6F-102A-AFD0-D1C9-FF7FB64DF4B0

           

           

           

           

          Time Awake Since Boot: 11000 seconds

           

           

          System Integrity Protection: enabled

           

           

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

           

           

          Exception Type:        EXC_BAD_ACCESS (SIGSEGV)

          Exception Codes:       KERN_INVALID_ADDRESS at 0x00000000000001b8

          Exception Note:        EXC_CORPSE_NOTIFY

           

           

          VM Regions Near 0x1b8:

          -->

              __TEXT                 000000000009c000-0000000000b16000 [ 10.5M] r-x/rwx SM=COW  /Applications/FileMaker Pro 13/FileMaker Pro.app/Contents/MacOS/FileMaker Pro

           

           

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

          0   com.filemaker.client.pro12     0x004b8fd7 -[TopLevelViewMacIMESupport hasMarkedText] + 38

          1   com.filemaker.client.pro12     0x004ac074 -[FMTopLevelView hasMarkedText] + 36

          2   com.apple.AppKit               0x9e3732fa -[NSTextInputContext(NSInputContext_WithCompletion) hasMarkedTextWithCompletionHandler:] + 59

          3   com.apple.AppKit               0x9e372b8c -[NSTextInputContext handleTSMEvent:completionHandler:] + 2574

          4   com.apple.AppKit               0x9e372122 _NSTSMEventHandler + 302

          5   com.apple.HIToolbox           0x9649e2ff _InvokeEventHandlerUPP(OpaqueEventHandlerCallRef*, OpaqueEventRef*, void*, long (*)(OpaqueEventHandlerCallRef*, OpaqueEventRef*, void*)) + 36

          6   com.apple.HIToolbox           0x964467b0 DispatchEventToHandlers(EventTargetRec*, OpaqueEventRef*, HandlerCallRec*) + 1832

          7   com.apple.HIToolbox           0x964459c4 SendEventToEventTargetInternal(OpaqueEventRef*, OpaqueEventTargetRef*, HandlerCallRec*) + 402

          8   com.apple.HIToolbox           0x9644582a SendEventToEventTargetWithOptions + 40

          9   com.apple.HIToolbox           0x96496d9a SendTSMEvent_WithCompletionHandler + 435

          10  com.apple.HIToolbox           0x966e8a20 __SendTextInputEvent_WithCompletionHandler_block_invoke + 668

          11  com.apple.HIToolbox           0x966e66da SendTextInputEvent_WithCompletionHandler + 1525

          12  com.apple.HIToolbox           0x9677da5e -[IMKInputSession _postEvent:completionHandler:] + 178

          13  com.apple.HIToolbox           0x9677d8f5 -[IMKInputSession _createAndSendOffsetToPointEvent:completionHandler:] + 361

          14  com.apple.HIToolbox           0x9679319f -[IMKInputSession attributesForCharacterIndex_andLineRect:completionHandler:] + 644

          15  com.apple.HIToolbox           0x96794342 -[IMKInputSession attributesForCharacterIndex:completionHandler:] + 124

          16  com.apple.HIToolbox           0x9677fa22 __60-[IMKInputSession imkxpc_attributesForCharacterIndex:reply:]_block_invoke + 516

          17  com.apple.CoreFoundation       0x9dc7d1e0 __CFRUNLOOP_IS_CALLING_OUT_TO_A_BLOCK__ + 16

          18  com.apple.CoreFoundation       0x9dc6e6f3 __CFRunLoopDoBlocks + 195

          19  com.apple.CoreFoundation       0x9dc6de32 __CFRunLoopRun + 978

          20  com.apple.CoreFoundation       0x9dc6d7f6 CFRunLoopRunSpecific + 390

          21  com.apple.CoreFoundation       0x9dc6d65b CFRunLoopRunInMode + 123

          22  com.apple.HIToolbox           0x967641bf -[IMKClientXPCInvocation invocationAwaitXPCReply] + 625

          23  com.apple.HIToolbox           0x96769390 -[IMKInputSession deactivate] + 3190

          24  com.apple.HIToolbox           0x966fd027 IMKInputSessionDeactivate + 50

          25  com.apple.HIToolbox           0x966fc216 DeactivateInputMethodInstance + 98

          26  com.apple.HIToolbox           0x966ee038 utDeactivateAllSelectedIMInDocIterator + 84

          27  com.apple.CoreFoundation       0x9dc456a9 CFArrayApplyFunction + 57

          28  com.apple.HIToolbox           0x9649d0c9 utDeactivateAllSelectedIMInDoc + 167

          29  com.apple.HIToolbox           0x9649ca87 MyDeactivateTSMDocument + 395

          30  com.apple.HIToolbox           0x9649c8dd DeactivateTSMDocument + 71

          31  com.apple.AppKit               0x9e33e53a -[NSTextInputContext deactivate] + 127

          32  com.apple.AppKit               0x9e121a60 +[NSTextInputContext currentInputContext] + 231

          33  com.apple.AppKit               0x9e0c129c -[NSView _setWindow:] + 950

          34  com.apple.AppKit               0x9e0d47ef __21-[NSView _setWindow:]_block_invoke_2 + 52

          35  com.apple.CoreFoundation       0x9dc8002c __53-[__NSArrayM enumerateObjectsWithOptions:usingBlock:]_block_invoke + 108

          36  com.apple.CoreFoundation       0x9dc7f6ea -[__NSArrayM enumerateObjectsWithOptions:usingBlock:] + 186

          37  com.apple.CoreFoundation       0x9dc7f5a5 -[NSArray enumerateObjectsUsingBlock:] + 53

          38  com.apple.AppKit               0x9e929379 __21-[NSView _setWindow:]_block_invoke665 + 158

          39  com.apple.AppKit               0x9e0c213b -[NSView(NSConstraintBasedLayout) _withAutomaticEngineOptimizationDisabled:] + 111

          40  com.apple.AppKit               0x9e0c1aab -[NSView _setWindow:] + 3013

          41  com.apple.AppKit               0x9e0d47ef __21-[NSView _setWindow:]_block_invoke_2 + 52

          42  com.apple.CoreFoundation       0x9dc8002c __53-[__NSArrayM enumerateObjectsWithOptions:usingBlock:]_block_invoke + 108

          43  com.apple.CoreFoundation       0x9dc7f6ea -[__NSArrayM enumerateObjectsWithOptions:usingBlock:] + 186

          44  com.apple.CoreFoundation       0x9dc7f5a5 -[NSArray enumerateObjectsUsingBlock:] + 53

          45  com.apple.AppKit               0x9e929379 __21-[NSView _setWindow:]_block_invoke665 + 158

          46  com.apple.AppKit               0x9e0c213b -[NSView(NSConstraintBasedLayout) _withAutomaticEngineOptimizationDisabled:] + 111

          47  com.apple.AppKit               0x9e0c1aab -[NSView _setWindow:] + 3013

          48  com.apple.AppKit               0x9e0c0ede -[NSThemeFrame _setWindow:] + 116

          49  com.apple.AppKit               0x9e3116af -[NSWindow dealloc] + 1316

          50  com.filemaker.client.pro12     0x0039b1b7 -[FMDocWindowCocoa dealloc] + 74

          51  com.apple.AppKit               0x9e0be535 -[NSWindow release] + 195

          52  libobjc.A.dylib               0x9b9e0b10 (anonymous namespace)::AutoreleasePoolPage::pop(void*) + 488

          53  com.apple.CoreFoundation       0x9dc31b7f _CFAutoreleasePoolPop + 47

          54  com.apple.Foundation           0x9290feda postQueueNotifications + 1044

          55  com.apple.Foundation           0x9290fac1 __NSPostIdleQueueNotes + 16

          56  com.apple.CoreFoundation       0x9dc7cb4e __CFRUNLOOP_IS_CALLING_OUT_TO_AN_OBSERVER_CALLBACK_FUNCTION__ + 30

          57  com.apple.CoreFoundation       0x9dc7caae __CFRunLoopDoObservers + 398

          58  com.apple.CoreFoundation       0x9dc6df68 __CFRunLoopRun + 1288

          59  com.apple.CoreFoundation       0x9dc6d7f6 CFRunLoopRunSpecific + 390

          60  com.apple.CoreFoundation       0x9dc6d65b CFRunLoopRunInMode + 123

          61  com.apple.HIToolbox           0x9646a2f1 RunCurrentEventLoopInMode + 267

          62  com.apple.HIToolbox           0x9646a0f3 ReceiveNextEventCommon + 503

          63  com.apple.HIToolbox           0x96469eec _BlockUntilNextEventMatchingListInModeWithFilter + 99

          64  com.apple.AppKit               0x9e11f512 _DPSNextEvent + 1053

          65  com.apple.AppKit               0x9e52a0b0 -[NSApplication _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 1057

          66  com.apple.AppKit               0x9e11ef8b -[NSApplication nextEventMatchingMask:untilDate:inMode:dequeue:] + 121

          67  com.apple.AppKit               0x9e11412f -[NSApplication run] + 1063

          68  com.filemaker.client.pro12     0x000a1baa CMacApp_Main + 649

          69  com.filemaker.client.pro12     0x0016c8e5 main + 65

          70  com.filemaker.client.pro12     0x0009df55 start + 53

          • 2. Re: random crashing FM13 client using streamtime Mac
            Vaughan

            Start with the usual FMP troubleshooting:


            1) Delete the FMP preferences

            2) Re-install FMP and patch to latest version

            3) Update all FM plug-ins

            4) Remove all plug-ins and return them one-by-one


            After that, look for problems with the computer itself:

             

            1) Peform a disk repair

            2) Update the OS

            3) Create a new, clean user account on the same machine and test FMP with this

            4) Re-install OS

            5) Put them on a different machine

             

            After that, look at the network, cables, switches, etc. If they use WiFi then turn it off on their machine and get them an ethernet connection.


            • 3. Re: random crashing FM13 client using streamtime Mac
              davidanders

              Clone the OSX from a working Mac onto an external drive with SuperDuper.

              Boot the problem Mac with this clone and test.

              OR move the problem Mac near a working Mac.

              Start working Mac in Target Mode, connect with a firewire or thunderbolt cable and boot problem Mac with working Mac HD.

              This will eliminate half of the variables.

              • 4. Re: random crashing FM13 client using streamtime Mac
                mbonne

                Thanks for the suggestions. I've already performed some of this in my initial diagnostic. But some very valid points.


                1) Delete the FMP preferences

                The plist in ~/Library/Preferences called 'com.filemaker.client.pro12' has been deleted and rebuilt. issue remains.


                2) Re-install FMP and patch to latest version

                I'm pretty sure its now on the latest version as these crash reports are some of the first sent in by the client.

                Will need to double check this, as colleague did the re-install.


                3) Update all FM plug-ins

                Need to check this. Is stream time a plugin? forgive my ignorince.


                4) Remove all plug-ins and return them one-by-one

                -----

                1) Peform a disk repair

                Was done initially, after the dodgy OWC RAM was found/removed. Issue remains.

                2) Update the OS

                Was updated to 10.11.4 issue remains.

                3) Create a new, clean user account on the same machine and test FMP with this

                Although I tested users account in streamtime on another Mac(and working fine) good point. Can check with new user. Clients setup is SOE with mobile/bound accounts to OD.

                4) Re-install OS

                Drastic measure. Hope it doesn't come to this.

                5) Put them on a different machine

                Was done in initial testing, and working fine.

                • 5. Re: random crashing FM13 client using streamtime Mac
                  mbonne

                  OWC RAM removed and OEM RAM reinstalled.

                  This I believe was the issue.

                  The weird thing was built in AHT and 3rd party Rember.app didn't flag any issues.

                   

                  DiskWarrior repair was run after OEM RAM reinstalled.

                  Have also disabled App Nap for good measure incase that was doing something silly to the network connection over to the database.(all wired connections at office)

                   

                  Thanks for all the suggestions.