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  • 1.  Crash in Messenger Transport

    Posted 06-22-2026 05:45
    Edited by Oliver Foggin 06-22-2026 05:45

    We're seeing a crash in our iOS app from the Genesys MessengerTrasnport SDK that we have in the app.

    The stack trace in Firebase is this...
    ```

    Crashed: com.apple.main-thread
    0  libsystem_kernel.dylib         0xb1dc __pthread_kill + 8
    1  libsystem_pthread.dylib        0x7c60 pthread_kill + 268
    2  libsystem_c.dylib              0x770ac abort + 124
    3  MessengerTransport             0x5816ac ReportBacktraceToIosCrashLog(ObjHeader*) + 78
    4  MessengerTransport             0x5815a4 void (anonymous namespace)::$_0::operator()<(anonymous namespace)::terminateWithUnhandledException(ObjHeader*)::$_0>((anonymous namespace)::terminateWithUnhandledException(ObjHeader*)::$_0) + 56
    5  MessengerTransport             0x5813e0 (anonymous namespace)::TerminateHandler::queuedHandler() + 10
    6  MessengerTransport             0x5813cc (anonymous namespace)::processUnhandledException(ObjHeader*) + 628
    7  MessengerTransport             0x581080 (anonymous namespace)::TerminateHandler::kotlinHandler() + 492
    8  libc++abi.dylib                0x158b4 std::__terminate(void (*)()) + 16
    9  libc++abi.dylib                0x18e1c __cxa_get_exception_ptr + 86
    10 libc++abi.dylib                0x18dc4 __cxxabiv1::failed_throw(__cxxabiv1::__cxa_exception*) + 90
    11 MessengerTransport             0x58dd98 (anonymous namespace)::ExceptionObjHolderImpl::ExceptionObjHolderImpl(ObjHeader*) + 50
    12 MessengerTransport             0x58dd64 ExceptionObjHolder::Throw(ObjHeader*) + 10
    13 MessengerTransport             0x3ae824 kfun:com.genesys.cloud.messenger.transport.core.MessagingClientImpl.SocketListener.onClosing#internal + 8842 (MessagingClientImpl.kt:8842)
    14 MessengerTransport             0x4ad7b0 kfun:com.genesys.cloud.messenger.transport.network.PlatformSocket.PlatformSocket$listenMessages$1.$<bridge-DNNN>invoke(platform.Foundation.NSURLSessionWebSocketMessage?;platform.Foundation.NSError?){}#internal + 13 (PlatformSocketListener.kt:13)
    15 MessengerTransport             0x56775c <REDACTED> + 472
    16 libdispatch.dylib              0x1aac _dispatch_call_block_and_release + 32
    17 libdispatch.dylib              0x1b584 _dispatch_client_callout + 16
    18 libdispatch.dylib              0x385c8 _dispatch_main_queue_drain.cold.5 + 812
    19 libdispatch.dylib              0x10d30 _dispatch_main_queue_drain + 180
    20 libdispatch.dylib              0x10c6c _dispatch_main_queue_callback_4CF + 44
    21 CoreFoundation                 0x6cc30 __CFRUNLOOP_IS_SERVICING_THE_MAIN_DISPATCH_QUEUE__ + 16
    22 CoreFoundation                 0x10394 __CFRunLoopRun + 1980
    23 CoreFoundation                 0x11adc CFRunLoopRunSpecific + 572
    24 GraphicsServices               0x1454 GSEventRunModal + 168
    25 UIKitCore                      0x135274 -[UIApplication _run] + 816
    26 UIKitCore                      0x100a28 UIApplicationMain + 336
    27 MyApp                  0x40a8 main + 3 (main.swift:3)
    28 ???                            0x1adf5df08 (Missing)

    ```

    We recently updated to V2.13.0 of GenesysMessengerTransport in the hopes that this would fix the crash but it still seems to be occurring.

    We're using...

    `.package(url: "https://github.com/MyPureCloud/mobile-messenger-genesyscloud-spm", .upToNextMajor(from: "2.0.0")),`

    To bring the package into the project and that is currently using...

    • GenesysCloud: 2.2.0
    • GenesysCloudCore: 2.2.0

    • GenesysCloudMessenger: 2.2.0

    • GenesysCloudMessengerTransport: 2.13.0

    Is there someone who could help shed light on the crash and help us fix it?

    Thanks


    #MobileMessenger

    ------------------------------
    Oliver Foggin
    ------------------------------



  • 2.  RE: Crash in Messenger Transport

    Posted 06-22-2026 18:39
    Edited by Anton Afanasiev 06-22-2026 18:42

    Hi Oliver, thanks for raising this issue. Our devs will investigate provided logs and come back to you with their findings.
    Meanwhile will be amazing if you can provide us with some steps to reproduce the issue. 
    Will be helpful to get :
    - deploymentId
    - domain
    - Steps to reproduce
    - Any additional context you think can help us identify the root cause.



    ------------------------------
    Anton Afanasiev
    Manager, Mobile Development
    ------------------------------



  • 3.  RE: Crash in Messenger Transport

    Posted 06-23-2026 04:19

    Thanks, I will try to provide the info. Unfortunately the crash we're seeing is in Production and we're not yet able to replicate it.

    I will get back with additional info.



    ------------------------------
    Oliver Foggin
    ------------------------------

    Original Message


  • 4.  RE: Crash in Messenger Transport

    Posted 06-23-2026 15:17

    Thanks for quick response. 
    @Janos Kernacs will take care of this issue from here.



    ------------------------------
    Anton Afanasiev
    Manager, Mobile Development
    ------------------------------

    Original Message


  • 5.  RE: Crash in Messenger Transport

    Posted 06-24-2026 07:25
    Edited by Janos Kernacs 06-24-2026 07:24

    Hi Oliver,

    We are already investigating this issue.

    To help us move forward, could you please share how often the crash is occurring.

    We would appreciate if you could provide any custom logs or keys from the Logs/Keys tab of an individual crash event in Firebase. This would help us to get closer to the reproduction steps. 

    Thank you.



    ------------------------------
    Janos Kernacs
    Senior Mobile Software Engineer - Android
    ------------------------------

    Original Message


  • 6.  RE: Crash in Messenger Transport

    Posted 23 minutes ago
    Edited by Janos Kernacs 23 minutes ago

    Hi Oliver,

    Just checking in on this thread to see where things stand on your side.

    We're still holding the investigation open, but without a reproduction or
    additional crash metadata we're limited in how far we can narrow it down.
    If the issue is still occurring, any of the following would help us make
    progress:

    - Frequency / impact: number of crash events and affected users over a
      recent window, plus your crash-free users rate for the app version(s)
      involved.
    - Firebase details: contents of the Logs/Keys and Breadcrumbs tabs for one
      or two individual crash events.
    - Environment: affected iOS versions and device models, and whether the
      crashes cluster on a particular app version.
    - Context around the crash: whether it correlates with app
      backgrounding/foregrounding, network loss or switching (Wi-Fi to
      cellular), or being idle in a conversation for a long period.
    - Configuration: deploymentId and domain, so we can check the deployment
      side as well.

    If the crash is no longer reproducing, that's useful information too, and
    we'll close this out.

    Thank you.
    ------------------------------
    Janos Kernacs
    Senior Mobile Software Engineer - Android
    ------------------------------



    Original Message


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