Hello again!
The possible fix is available on Live, the new Android applet version is 7.11.8.
Please feel free to try it and give us a feedback whether it solves the issue.
Regards,
Sandor
kgilliamjr Sorry for the troubles getting your Rescue mobile app running.
Since the issues began have you tried a full reinstall of the mobile app itself? If so, have you tried resetting the phone back to it's original factory settings?
We have Uninstalled, Reinstalled, Cleared Cache, Factory Reset, Enabling Secure Folder, Manually Activating Device Admin for the App and about every accessible security setting on the tablet. Each time it is the same result...Launch App from Tablet > Enter PIN generated Tech Desktop Console > Connecting > Waiting For Technician > Brief display of who the Technician is > Unfortunately Rescue Has Stopped.
kgilliamjr We continue to investigate this problem, and I will update the thread as more info becomes available.
kgilliamjr Would you be able to help us create a case for your scenario? Ideally we'd like some screen recordings from both ends, the device model, and log files...
sv5 I have a full log file and we have reviewed it. The issue we believe is related to the Samsung Experience version 9.5 returning a NULL value for the baseband version. This field is required by Rescue + Mobile for Android and crashes on the NULL value for baseband version.
In the Settings > About tablet > Software Information we expect to see the baseband version but no baseband section is even available.
Samsung Galaxy Tab A (2017) - SM-T380
Android Version: 8.1.0
Samsung Experience Version: 9.5
Could you verify me whether the applet crashes while the tablet in landscape mode?
Tried twice with tablet in Landscape mode and it had the same issue.
Here is the bugreport data for the crash event:
"01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: FATAL EXCEPTION: pool-3-thread-1
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: Process: com.logmein.rescuemobile, PID: 4332
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: com.google.inject.ProvisionException: Unable to provision, see the following errors:
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime:
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: 1) Map injection failed due to null value for key "OS.BASEBANDNUMBER", bound at: com.logmein.rescuesdk.internal.session.DefaultSessionParamsMapModule$OsVersionMapModule.provideBaseband() (via modules: com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$CombinedModule -> com.logmein.rescuesdk.internal.session.DefaultSessionParamsMapModule$OsVersionMapModule)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at com.lmi.rescue.comm.AppletSessionParams.configure(SourceFile:78) (via modules: com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.google.inject.util.Modules$OverrideModule -> com.lmi.rescue.inject.AppletSessionModule -> com.lmi.rescue.comm.AppletSessionParams -> com.google.inject.multibindings.MapBinder$RealMapBinder)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: while locating java.util.Map<java.lang.String, java.lang.String> annotated with com.logmein.rescuesdk.internal.session.FeatureMap()
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: for the 2nd parameter of com.logmein.rescuesdk.internal.session.DefaultSessionParamsMapModule.provideEnrichedSessionParameterMap(Unknown Source)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: while locating java.util.Map<java.lang.String, java.lang.String> annotated with com.logmein.rescuesdk.internal.session.FeatureMapWithDisabledUnsupportedFeatures()
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime:
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: 1 error
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at com.google.inject.internal.InjectorImpl$2.get(SourceFile:1028)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at bpy.a(SourceFile:211)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at btf.i(SourceFile:123)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at btf.c(SourceFile:114)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at bqe.g(SourceFile:68)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at bqe.c(SourceFile:38)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at bqf.run(Unknown Source:2)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1162)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:636)
01-07 08:28:04.963 10147 4332 5169 E AndroidRuntime: at java.lang.Thread.run(Thread.java:764)"
