[Solved] AMS keep crashing / rebooting

TerezaV. · 2017-05-18T10:19:12.000Z

Hi, if the app offers to “Send report” after it crashes, please send it.

If it doesn’t, please send us the following details:

type of your device
Android verison
kernel version (to be found in “About phone” section)
information, if you use any custom ROM
and whether your device is rooted

We will then try to reproduce the issue in our lab, thank you very much in advance.

NON · 2017-05-18T17:31:25.000Z

Hello Tereza, thanks for the reply.

Tereza V. post:4:

Hi, if the app offers to “Send report” after it crashes, please send it.

It isn’t, but I found “Report” button under Apps → Running → AMS so I sent a report from there.

- type of your device
Type: SH-07E
It has LTE mobile connection, through SIM card I’m using only allows data connection (does not have SMS / telephone function).

- Android verison
4.2.2

- kernel version (to be found in “About phone” section)
3.4.0
build@Sharp #2
Thu Oct 16 10:57:58 JST 2014

- information, if you use any custom ROM
Not on my own.
I don’t know the phone manufacturer (SHARP Corporation) did some customizes or not.

- and whether your device is rooted
Not rooted.

TerezaV. · 2017-05-24T11:55:51.000Z

Hi, unfortunately we have not been able to replicate the issue, BUT in the middle of next week we are going to release a new update (Avast Mobile Security 6.3), which contains some important bugfixes. There is a chance it could work on your device, so please try to wait till next week, thanks.

NON · 2017-05-24T15:26:17.000Z

Thanks for the checking. I expected this is not a common issue, or there will be more reports about it.

Today I cut off network connection by removing SIM card (and microSD card just in case) from the phone and installed / launched AMS again. Surprisingly this time AMS opened, although it crashed with the “Send report” dialogue, so I sent it.
I will also send you GUID just in case.

What happened before:

Install AMS
Launch AMS
Tap “Continue”
AMS just closes, “Avast Mobile Security” notification repeatedly appears in every few seconds

What I did today:

Install AMS
Remove SIM card (and microSD card) (network connection cut off)
Launch AMS
Tap “Continue”
AMS crashed but left opened, sent Crash report via Wi-Fi (network connection resumed)
Disable File Shield
Insert SIM card (and microSD card) again
AMS seems working

It looks like AMS somehow failed to connect to the server on its first launch and fell into rebooting loop.
I also noticed that the number of running services related to AMS is reduced drastically (originally it showed 5 or 6 services and kept rebooting, now it is only 3).

I’ll keep monitoring what happened next.

NON · 2017-05-24T15:31:19.000Z

It’s FILE SHIELD causing this. I just enabled File Shield and now AMS is on rebooting loop again.

Update: It’s microSD card. Unmounting microSD card stopped AMS rebooting loop.

Update2: Scanning all storage (including microSD) also results in closing AMS. No loop happened though.

TerezaV. · 2017-05-31T13:07:02.000Z

Hi, we found your GUID and the crash in Crashlytics. Good news is that the problem is fixed for the upcoming version 6.3 (Beta by the end of this week, public release a few days later).

NON · 2017-05-31T15:50:46.000Z

Thanks, for now I disable File Shield to prevent reboot loop. I’ll test new version when available.

NON · 2017-06-26T11:17:46.000Z

Hi Tereza, is version 6.3 released? I can’t see any update information in Google Play…

TerezaV. · 2017-07-01T12:01:54.000Z

Hi NON, some complications occured, so a part of users already has 6.3, but in the meantime we started rolling out version 6.4.2. At the moment it has been rolled out to 10% of users, it will go to 100% next week.

NON · 2017-07-02T15:16:49.000Z

Thanks, I’ll wait some more weeks.

I can see latest AMS apk is available via unofficial store, so if official update does not come to me within these weeks I’ll use it and check the bug is fixed or not.

TerezaV. · 2017-07-03T17:02:26.000Z

Feel free to use the Beta version, which contains the bugfixes, find more on goo.gl/5AVSFJ

NON · 2017-07-04T15:02:07.000Z

Tereza V. post:14:

Feel free to use the Beta version, which contains the bugfixes, find more on goo.gl/5AVSFJ

Thanks, I’ll try it out.

NON · 2017-07-04T16:02:16.000Z

Tried latest beta. Unfortunately the bug is still not fixed for me. Keep rebooting after enabling File Shield until unmounting microSD card.

I’ll report current GUID later.
GUID:
f7502057-a320-4725-80de-fcb482dcfc05

TerezaV. · 2017-07-04T19:49:20.000Z

Sorry to read that, but of course thanks for reporting it. Please share the current GUID, when you get it, thanks.

NON · 2017-07-05T13:58:22.000Z

See above post, I already wrote my GUID there

TerezaV. · 2017-07-06T20:37:20.000Z

Oh, thanks

Eddy · 2017-07-06T20:42:33.000Z

Just curious…

Does it also happen with another SDcard ? (other brand/size)

NON · 2017-07-07T10:04:34.000Z

Eddy post:20:

Just curious…

Does it also happen with another SDcard ? (other brand/size)

Good question, I’ll try others when I go back home.

NON · 2017-07-08T15:53:34.000Z

Old SDcard → Crash
New SDcard (other brand, same size, empty) → No crash
After copying all files from old one to new one → Crash

So, it’s turned out some of the files inside old card causes this crash. I don’t know which though.
I transferred this “old card” from old phone (Android 4.0.4) to new one (4.2.2) with all data on it (app and settings included), that might cause the issue.

TerezaV. · 2017-07-09T14:41:50.000Z

Great, I am glad you have found the cause of the problem.
Thanks, Eddy, for a good question

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