dialer is freezing on active call screen

[Olga Kemmet]

Steps to reproduce:
1. phone device (make sure phone app is not running & the device is awake)
2. accept the call from the incoming snap decision
3. wait until active call screen appears
4. navigate back to the keypad
5. tap the now green indicator bar to return back to call
6. tap the tone dial in call controls

7. Actual result: One the first, 2nd or 3rd tap the screen is frozen. Even if you hang up the phone you called from, the screen remains. Sometimes the screen freezes when you try to navigate back and forth from keypad to active call. Try several different ways.
A few times, I was able to hang up the phone I was calling from but the active call screen stayed on the device. The only way to make the phone app work again was to force quit it.

As an alternative route. Try to call the phone when the phone-app is running. Accept the call and wait until the active call screen appears. Try to interact with the tone dial icon in the call controls. I was able to reproduce the freeze this way as well.

[Victor Tuson Palau (vtuson)]

this needs to be critical bug

[Bill Filler (bfiller)]

I cannot reproduce this. If you get it into this state, please try to swipe the dialer app into the background and then into the foreground again and see if you can interact with it. Could be caused by the shell bug which makes the app inactive.

[TenLeftFingers (tenleftfingers)]

Perhaps I should have commented here instead of at https://bugs.launchpad.net/ubuntu/+source/dialer-app/+bug/1499069

but the dialer freezes on me every single time for the last two months+

I can't hang up and some times I can't even dial.

Is there anything I should provide in this report?

I hope this is released as a hot-fix and not queued up for the next OTA.

[Pat McGowan (pat-mcgowan)]

@TenLeftFingers sorry to hear, this problem is not common to my knowledge

Please note the device and release that you have

Provide the log files from
.cache/upstart/application-legacy-dialer-app-.log
.cache/upstart/unity8.log
/var/log/lightdm/unity-system-compositor.log
/var/log/syslog

Also please try the actions from comment #2, and is the indicator area active, and does the power button work while in this state?

[TenLeftFingers (tenleftfingers)]

Thanks Pat. The swipe-away and reloading of the dailer in comment #2 does work. Due to the length of time that process takes to get to a working UI again (at least ten seconds) it's doesn't prevent me getting into unwanted answering machines (I know you weren't suggesting it as a solution).

.cache/upstart/application-legacy-dialer-app-.log
This doesn't exist, so I've tarred up the contents of .cache/upstart and attached it.

[TenLeftFingers (tenleftfingers)]

@Pat McGowan, is the status Incomplete because of anything I need to provide?

[Bill Filler (bfiller)]

Here is a video that @tenleftfingers posted showing the problem:
https://www.youtube.com/watch?v=kuxbRzV3jhc&feature=youtu.be

@tenleftfingers
thank you for this. It appears that the app thinks it's not active (i.e. in the background) that is why it's not responding, which is clearly incorrect. Rather than swiping the app away (which kills it), you can try just swiping it to the background (right edge swipe) and then another right edge swipe to make it active again. This should be a faster workaround then killing and restarting the app.

Also, could you please provide the dialer app log? It lives in ~/.cache/upstart/application-legacy-dialer-app.log.

I'm trying the same thing on my krillin and not seeing the issue, so hope that it is fixed with latest rc-proposed which will soon be released as ota 11. But we will investigate.

[Pat McGowan (pat-mcgowan)]

@saviq any ideas from these logs?

[Pat McGowan (pat-mcgowan)]

@tenleftfingers can you provide the output of system-image-cli --info

[Pat McGowan (pat-mcgowan)]

Sounds like bug #1528668 but that fix released in late Jan when this was first reported

[TenLeftFingers (tenleftfingers)]

@bfiler Thanks so much. "Rather than swiping the app away .., you can try just swiping it to the background .. and then another right edge swipe to make it active again."
This doesn't work - it's still 'frozen'.

[Pat McGowan (pat-mcgowan)]

@tenleffingers to clarify you can only get the app working again by stopping it and restarting it? if thats the case its not merely a focus issue and sounds like the app itself is hung

We might now try to reflash if you are ok with that.
1 - flash stable channel without a full wipe
2 - if that doesn't clear the issue, back up your user home and flash with --wipe
3 - if that fixes it, restore the user home and see if it stays fixed or reappears

[TenLeftFingers (tenleftfingers)]

Thanks Pat McGowan, you are correct - I can only get it going by stopping and restarting. I'll give that a try and report back.

[TenLeftFingers (tenleftfingers)]

1 - Hasn't changed anything. It seemed to work fine on the phone but I did see the message:
Failed to enter Recovery
on the desktop terminal (I ran ubuntu-device-flash touch --channel=ubuntu-touch/stable/bq-aquaris.en). Proceeding to step #2.

[TenLeftFingers (tenleftfingers)]

--wipe from step 2 worked nicely and I've restored my home directory (step 3). Another issue has also cleared up https://bugs.launchpad.net/reminders-app/+bug/1508347

I am no longer affected by this issue and will remove my self from the 'affected' list.

[Launchpad Janitor (janitor)]

Status changed to 'Confirmed' because the bug affects multiple users.

[Pat McGowan (pat-mcgowan)]

That indicates this is somehow related to the state of the system on disk, and its unlikely we will reproduce it.

[Phil Weir (phil-weir)]

Just to follow on from TenLeftFingers, I was having this problem on every call. Specifically deleting ~/.config/com.ubuntu.dialer-app solved this problem for me (from https://bugs.launchpad.net/dialer-app/+bug/1548914)

[Luke (s-contact-k)]

Thanks Phil @ #22 - that lead me to the DialerApp.conf.lock file which I could rm and problem solved. Had similar issue with Dekko after an update previously - that these lock files need manually clearing sometimes is frustrating.

This dialer freeze issue has been annoying me for months. I was swiping R/L, swiping up, tapping to resume the call then using the dialer when it had finally reloaded. Normally 10 seconds into a silent voicemail if I wasn't quick enough.