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Fixing Crashing Issues

Ma. Vivien Zarsuelo
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Overview

There are several possible causes for crashing apps. It is important to first identify when it is crashing, to determine why it is crashing. For instance, an app may be crashing when a specific tab or feature is launched. If so, this indicates that the issue is with that feature only, not the app as a whole.

Solution

This article lists the main reasons an app would crash, plus solutions, beginning with the most common. If you do not see a relevant explanation for your issue below, please contact our Customer Support team directly with the following info:

  • App code or app name
  • Devices and operating systems you are experiencing the problem on (e.g. iPhone 6 running iOS 8.1.3)
  • Specific use case info (e.g. The app crashes when I click a POI in my Around Us tab)
  • Any troubleshooting steps you have taken

Please refer to the list below for the possible causes and the recommended solution for the identified issues.

Potential Causes and Solutions

Issue Cause Solution
Incompatible Feature
  • Your app is using a feature or design option that is not compatible with the app.
  • For example, you have added the Golf Course tab to your app, but your app has not been updated since this tab was released.
  • In this situation, the app will crash because it is attempting to run an unsupported feature.
  • You can remove the problem feature, or update your app to the latest source code by republishing.
  • Keep in mind that the live app will continue to crash until the new version is approved, so it is best to deactivate the problem feature until the update is released.

    Note: It can sometimes be difficult to identify what feature is causing the crash. Easy-to-overlook features, like News tab home screen widgets, often turn out to be the source of a crash. Troubleshoot by deactivating features - especially those on the home screen - one at a time, reloading your app each time to check for a resolution.
Outdated Source Code
  • Your app has not been updated for a long time, leaving it with an outdated source code that is not optimized for newer devices and operating systems.
  • When you attempt to launch the app on modern devices/operating systems, the app may crash.
  • You will need to update the app to the latest source code in order to resolve this.
  • Each time we release a new source code, it is either introducing new features or new optimizations (or both).
  • We recommend updating your iOS apps at least once a year to keep up with the latest optimizations for new iOS versions and Apple devices, otherwise, you will encounter general issues with the app.
  • We recommend updating your Android apps more frequently, since we release new Android source codes nearly once a week, and there is no cost to republish for Android.
Large Image File Size
  • You have uploaded images in your app with exceedingly large file sizes.
  • The file size is not the same as the image dimensions—it is the actual size of the image file, in KBs or MBs.
  • When an image file size is too large, it can cause loading issues that result in crashing.

    Note: This frequently occurs with splash loading screen images. If your app is crashing immediately upon launch and there are no identifiable issues with the content, it may be the splash loading screen that is causing the problem.
  • Downsize the image file by reducing its quality/resolution.
  • Most images do not need to be larger than 1MB to appear great on all devices.

    Note: If you confirm that the splash loading screen is the problem, you will need to upload new splash screens in Step 4 and republish your app to correct this. The splash loading screen can only be changed with a republish.
Too Much Content
  • A tab has an excessive amount of content that is (usually) rich in nature.
  • For example, an Around Us tab with several hundred POIs. This alone is not usually a problem, but when a user attempts to swipe through content rapidly or click an item before it fully loads, it may result in a crash.
  • When possible, split your content up into more than one tab.
  • If you need to add hundreds of items, consider using two tabs instead of one from the get-go.
  • The more content you have, the longer your loading times will be—by dividing content between tabs, you will reduce loading speeds and the chances of the app crashing on users.
Lack of Content/Invalid Content
  • You have a tab or button with no content, or with invalid content (like a faulty address).
  • When you click this tab or button within the app, it may cause a crash because the app is attempting to pull content that is not there.

    Note: This frequently occurs with home screen buttons like Call Us/Directions. If you do not have a corresponding phone number or address, the button will fail to complete its action and may crash the app.
  • Complete or correct the necessary content in the app-builder and re-test. The app should no longer crash.
Incompatible Device/OS
  • Your mobile device is incompatible with our apps.
  • This is more common for Androids, which have such a broad span of device types with many varying operating systems and underlying software versions.
  • If your phone or OS version is years old, it most likely will not be able to support our apps' content and functionality.
  • Unfortunately, the only option here is a device or OS upgrade.
  • Technology progresses so quickly that phones become obsolete within a few years' time.
  • If your device is not too old, but you are running an old operating system, we highly recommend updating your OS.
  • Check for and install the latest updates, then try running the app again.

    Note: Consider your phone's capabilities before upgrading OS versions. 

 

Testing

After finding the cause of the crashing issues and making the appropriate changes, the app should no longer crash or exit on use.

 

 

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