Chrome devices freeze and the screen changes to the black screen. |
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Issue descriptionGoogle Chrome Version: 68.0.3440.118 Platform Version: 10718.88.2 (Official Build) stable-channel kip Firmware Version: Google_Kip.5216.227.152 HP Chromebook 11 2200-2299 / HP Chromebook 11 G4/G4 EE Case#: 16794618 Affecting devices: Around 200 devices #Issue description: -Chromebooks HP Chromebook 11 are crashing randomly with different user accounts. The Chrome Devices get stuck and they freeze, and get a blank screen. -Users are not doing anything an specific, it just happens. -They see sometimes that there are some extensions that do not load when initiating Chrome, but they load after the crash -Customer has shared the video with the issue (https://drive.google.com/open?id=1AlUVfpbTvkcwIOVZHaiD70zPGyDGymK_). the issue starts in minute 5.39. #All troubleshooting steps already taken: -reviewed policies and everything looks good -tested different networks and computers, -tested with different users. #Additional info from the customer. -Issue does not occurs if extensions are not pushed. However, this does not occurred with teachers who use the same extensions. #Steps to reproduce: There is not specific steps to reproduce the issue. Please also refer the provided video file. #Current Behavior / Reproduction: Chrome devices freeze and the screen changes to the black screen randomly. #Expected Behavior: Chrome Device should not freeze and the screen not change to the black screen. #Drive link to logs: Example 1 device info (device-logs, Policies ,Extension ,chrome://gpu,Chrome Net-export and user info) https://drive.google.com/open?id=1XahcDxj50DJJEZsSEo0zxU3Jn0AhUMzC Issue reproduced Sept 13th at around 2:30-3:00pm cst Example 2 device info (device-logs, Policies ,Extension ,chrome://gpu,Chrome Net-export and user info) https://drive.google.com/open?id=1eq1GFOueUPzonanoOOYcN9CzqN5IOcEK Issue reproduced Sept 13th at around 2:30-3:00pm cst Example 3 device info (device-logs, Policies ,Extension ,chrome://gpu,Chrome Net-export and user info) https://drive.google.com/open?id=1TXr4VckxeMT2-51hTrPEVsb50v-38fAu Issue reproduced Sept 13th at around 2:30-3:00pm cst From the provide log file (Example 1) debug-logs_20180913-141027 messages.1:2018-09-13T13:50:21.887704-05:00 ERR kernel: [ 0.116091] dw_dmac INTL9C60:00: Missing DT data messages.1:2018-09-13T13:50:21.887725-05:00 ERR kernel: [ 0.116483] dw_dmac INTL9C60:01: Missing DT data messages.1:2018-09-13T13:50:21.889644-05:00 ERR kernel: [ 0.428612] tpm_tis 00:07: can't request region for resource [mem 0xfed40000-0xfed44fff] messages.1:2018-09-13T13:50:21.890704-05:00 ERR kernel: [ 0.588171] Warning: unable to open an initial console. messages.1:2018-09-13T13:50:21.894198-05:00 ERR kernel: [ 0.627092] EXT4-fs (dm-0): couldn't mount as ext3 due to feature incompatibilities messages.1:2018-09-13T13:50:21.978097-05:00 ERR kernel: [ 2.025003] Bluetooth: hci_event.c:hci_vendor_evt() Unknown Evt ID: 19 data: 00 messages.1:2018-09-13T13:50:27.896250-05:00 ERR kernel: [ 7.951785] byt-max98090 byt-max98090: ASoC: CPU DAI baytrail-pcm-audio not registered messages.1:2018-09-13T13:50:27.896275-05:00 ERR kernel: [ 7.951795] byt-max98090 byt-max98090: snd_soc_register_card failed -517 debug-logs_20180913-143448(Example 2) messages:2018-09-13T13:49:01.499977-05:00 ERR kernel: [ 0.116313] dw_dmac INTL9C60:00: Missing DT data messages:2018-09-13T13:49:01.499986-05:00 ERR kernel: [ 0.116702] dw_dmac INTL9C60:01: Missing DT data messages:2018-09-13T13:49:01.500507-05:00 ERR kernel: [ 0.422239] tpm_tis 00:07: can't request region for resource [mem 0xfed40000-0xfed44fff] messages:2018-09-13T13:49:01.500941-05:00 ERR kernel: [ 0.573211] Warning: unable to open an initial console. messages:2018-09-13T13:49:01.501057-05:00 ERR kernel: [ 0.625174] EXT4-fs (dm-0): couldn't mount as ext3 due to feature incompatibilities messages:2018-09-13T13:49:01.501379-05:00 ERR kernel: [ 2.183583] Bluetooth: hci_event.c:hci_vendor_evt() Unknown Evt ID: 19 data: 00 messages:2018-09-13T13:49:07.558465-05:00 ERR kernel: [ 8.615812] byt-max98090 byt-max98090: ASoC: CPU DAI baytrail-pcm-audio not registered messages:2018-09-13T13:49:07.558487-05:00 ERR kernel: [ 8.615823] byt-max98090 byt-max98090: snd_soc_register_card failed -517 messages:2018-09-13T13:49:07.562731-05:00 ERR kernel: [ 8.620815] byt-max98090 byt-max98090: ASoC: CPU DAI baytrail-pcm-audio not registered messages:2018-09-13T13:49:07.562753-05:00 ERR kernel: [ 8.620826] byt-max98090 byt-max98090: snd_soc_register_card failed -517 messages:2018-09-13T14:28:00.642677-05:00 ERR kernel: [ 2344.863301] Freezing of tasks aborted after 0.000 seconds messages:2018-09-13T14:28:16.892848-05:00 ERR kernel: [ 2361.139544] pcieport 0000:00:1c.0: PCIe Bus Error: severity=Corrected, type=Data Link Layer, id=00e0(Transmitter ID) messages:2018-09-13T14:28:16.892851-05:00 ERR kernel: [ 2361.139549] pcieport 0000:00:1c.0: device [8086:0f48] error status/mask=00001000/00002000 messages:2018-09-13T14:28:16.892855-05:00 ERR kernel: [ 2361.139554] pcieport 0000:00:1c.0: [12] Replay Timer Timeout I found similar error messages (byt-max98090 byt-max98090: ) on crbg.com/850944 and crbug.com/838948, which is tracked in b/79542530. I also noticed that TPM message “tpm_tis 00:07: can't request region for resource [mem 0xfed40000-0xfed44fff]” and it may be related to crbug.com/867724
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Sep 20
Also FYI, issue does not appear to happen in Kiosk mode.
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Oct 3
Freeze still happens on version 69. I went on a few of the chromebooks under Chrome:\\crashes and have attached those results to this message.
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Oct 3
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Oct 10
Hello. Do we have any updates regarding this issue investigation?
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Oct 11
if this is on Apollo chipset, I have heard there maybe firmware issue that will be resolved with a shim update or OTA next week.
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Oct 17
Thanks. Do Kip devices use Apollo chipset? And, is this being tracked somewhere else? More files of another instance of the issue: https://docs.google.com/document/d/1V_mHW6GikdM1zSlmmD_7PdDBENS-UWcDx8FAz-5-wuo/edit?usp=sharing. Let me know if something else is needed
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Nov 2
Hi Team, could we get an update on this? The issue still persists for users.
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Nov 5
@kprimke, Are you able to identify a resource that can take a look at this issue? It has been open for almost 2 months, response or acknowledgement.
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Nov 19
Any updates for the issue? Please triage/identify bug owner.
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Nov 27
@atwilson, can you please help to triage this bug?
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Nov 30
Sergey/Guido - your team will not own this, but in the interest of moving this bug forward, can you take a look at the logs and see if there's anything interesting there that might point at the cause?
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Dec 15
Hi, Unfortunately it doesn't look like anybody has both cycles and expertise to dig into this - as a P2 - before the new year. :(
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Jan 3
Please let me know if someone has time to look into it and provide an update.
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Jan 8
Unfortunately, no. I'm still on vacation + we have a bunch of much higher priority bugs to look now. I think we'll return to this bug soon during our new triage process.
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Jan 18
(4 days ago)
I have turned off all apps and extensions on the user accounts for these chromebooks, thinking it may have had something to do with the issue. However, when I did that and took the chromebooks out of Kiosk mode, the issue of freezing returns. |
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Comment 1 by jbu...@sintonisd.net
, Sep 19