Ever since the outage today my HipChat Mac client now crashes upon login

I'm running HipChat 4.0.10 and every since the outage this afternoon I can no longer log into HipChat—it crashes as soon as I connect (if I delete the keychain, I can get to the login screen, but as soon as I login it crashes again). I've followed all the instructions to delete prefs and reinstall to no avail. The web version works fine, and HipChat 3 works great, but not the newest version. 

 

Process: HipChat [1423]
Path: /Applications/HipChat.app/Contents/MacOS/HipChat
Identifier: com.hipchat.HipChat
Version: 4.0.10 (645)
Code Type: X86-64 (Native)
Parent Process: ??? [1]
Responsible: HipChat [1423]
User ID: 1210696108

Date/Time: 2016-06-09 16:02:28.215 -0700
OS Version: Mac OS X 10.11.5 (15F34)
Report Version: 11
Anonymous UUID: 982557B5-B08B-B3D6-4480-B6304BF72287


Time Awake Since Boot: 4700 seconds

System Integrity Protection: enabled

Crashed Thread: 3 Dispatch queue: com.apple.WebKit.StorageManager

Exception Type: EXC_BAD_ACCESS (SIGSEGV)
Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000010
Exception Note: EXC_CORPSE_NOTIFY

VM Regions Near 0x10:
-->
__TEXT 000000010db15000-000000010dd8c000 [ 2524K] r-x/rwx SM=COW /Applications/HipChat.app/Contents/MacOS/HipChat

Global Trace Buffer (reverse chronological seconds):
1.456135 CFNetwork 0x00007fff948c43cb TCP Conn 0x7fe5f38778d0 SSL Handshake DONE
1.618704 CFNetwork 0x00007fff948c42a7 TCP Conn 0x7fe5f38778d0 starting SSL negotiation
1.618813 CFNetwork 0x00007fff948c2c71 TCP Conn 0x7fe5f38778d0 complete. fd: 11, err: 0
1.619038 CFNetwork 0x00007fff9495154b TCP Conn 0x7fe5f38778d0 event 1. err: 0
1.735127 CFNetwork 0x00007fff948c43cb TCP Conn 0x7fe5f1752dc0 SSL Handshake DONE
1.768255 CFNetwork 0x00007fff948c1f43 TCP Conn 0x7fe5f38778d0 started
1.852649 CFNetwork 0x00007fff948c43cb TCP Conn 0x7fe5f1457f00 SSL Handshake DONE
1.897409 CFNetwork 0x00007fff948c42a7 TCP Conn 0x7fe5f1752dc0 starting SSL negotiation
1.897589 CFNetwork 0x00007fff948c2c71 TCP Conn 0x7fe5f1752dc0 complete. fd: 9, err: 0
1.897776 CFNetwork 0x00007fff9495154b TCP Conn 0x7fe5f1752dc0 event 1. err: 0
1.984952 CFNetwork 0x00007fff948c1f43 TCP Conn 0x7fe5f1752dc0 started
2.077637 CFNetwork 0x00007fff948c42a7 TCP Conn 0x7fe5f1457f00 starting SSL negotiation
2.077982 CFNetwork 0x00007fff948c2c71 TCP Conn 0x7fe5f1457f00 complete. fd: 11, err: 0
2.078396 CFNetwork 0x00007fff9495154b TCP Conn 0x7fe5f1457f00 event 1. err: 0
2.199186 CFNetwork 0x00007fff948c1f43 TCP Conn 0x7fe5f1457f00 started
2.216389 CFNetwork 0x00007fff94885bc6 Creating default cookie storage with process/bundle identifier
2.216389 CFNetwork 0x00007fff94885b5e Faulting in CFHTTPCookieStorage singleton
2.216410 CFNetwork 0x00007fff948859ed Faulting in NSHTTPCookieStorage singleton

1 answer

0 votes

It looks like something may have become corrupted in your general display preferences that is causing the client to crash when it attempts to display the main chat window. 

@Nathan Payne - You might try completely clearing all the client preferences as described here: https://confluence.atlassian.com/hipchatkb/mac-desktop-app-clearing-preferences-751436224.html

If that doesn't work, you might try clearing your system cookies via Safari: https://support.apple.com/kb/PH21411?locale=en_US (for any .hipchat.com domain)

I did do the preference clearing as indicated in the article—I went ahead and did it again as well as deleting the cookies and the crash is very similar (though you don't see the cookie fault anymore):

 

Process: HipChat [1863]
Path: /Applications/HipChat.app/Contents/MacOS/HipChat
Identifier: com.hipchat.HipChat
Version: 4.0.10 (645)
Code Type: X86-64 (Native)
Parent Process: ??? [1]
Responsible: HipChat [1863]
User ID: 1210696108

Date/Time: 2016-06-09 17:22:29.775 -0700
OS Version: Mac OS X 10.11.5 (15F34)
Report Version: 11
Anonymous UUID: 982557B5-B08B-B3D6-4480-B6304BF72287


Time Awake Since Boot: 9500 seconds

System Integrity Protection: enabled

Crashed Thread: 18 Dispatch queue: com.apple.WebKit.StorageManager

Exception Type: EXC_BAD_ACCESS (SIGSEGV)
Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000010
Exception Note: EXC_CORPSE_NOTIFY

VM Regions Near 0x10:
-->
__TEXT 000000010ce66000-000000010d0dd000 [ 2524K] r-x/rwx SM=COW /Applications/HipChat.app/Contents/MacOS/HipChat

Global Trace Buffer (reverse chronological seconds):
1.335024 CFNetwork 0x00007fff948c43cb TCP Conn 0x7fb87a5178a0 SSL Handshake DONE
1.507704 CFNetwork 0x00007fff948c42a7 TCP Conn 0x7fb87a5178a0 starting SSL negotiation
1.507921 CFNetwork 0x00007fff948c2c71 TCP Conn 0x7fb87a5178a0 complete. fd: 24, err: 0
1.508480 CFNetwork 0x00007fff9495154b TCP Conn 0x7fb87a5178a0 event 1. err: 0
1.596161 CFNetwork 0x00007fff948c1f43 TCP Conn 0x7fb87a5178a0 started
2.061505 CFNetwork 0x00007fff948c43cb TCP Conn 0x7fb87a510920 SSL Handshake DONE
2.237742 CFNetwork 0x00007fff948c42a7 TCP Conn 0x7fb87a510920 starting SSL negotiation
2.237957 CFNetwork 0x00007fff948c2c71 TCP Conn 0x7fb87a510920 complete. fd: 22, err: 0
2.238408 CFNetwork 0x00007fff9495154b TCP Conn 0x7fb87a510920 event 1. err: 0
2.327187 CFNetwork 0x00007fff948c1f43 TCP Conn 0x7fb87a510920 started
11.171130 CFNetwork 0x00007fff948c43cb TCP Conn 0x7fb87a4c9cd0 SSL Handshake DONE
11.306424 CFNetwork 0x00007fff948c42a7 TCP Conn 0x7fb87a4c9cd0 starting SSL negotiation
11.306613 CFNetwork 0x00007fff948c2c71 TCP Conn 0x7fb87a4c9cd0 complete. fd: 30, err: 0
11.306831 CFNetwork 0x00007fff9495154b TCP Conn 0x7fb87a4c9cd0 event 1. err: 0
11.372498 CFNetwork 0x00007fff948c1f43 TCP Conn 0x7fb87a4c9cd0 started
11.395621 CFNetwork 0x00007fff948c43cb TCP Conn 0x7fb87c85fcd0 SSL Handshake DONE
11.442600 CFNetwork 0x00007fff948c42a7 TCP Conn 0x7fb87c85fcd0 starting SSL negotiation
11.442738 CFNetwork 0x00007fff948c2c71 TCP Conn 0x7fb87c85fcd0 complete. fd: 28, err: 0

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