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[M69] Chromebook crashes just after the signing screen |
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Issue descriptionChromeOS version: 10895.56.0/69.0.3497.95 ChromeOS device model: HP Chromebook 14 G5(snappy)/HP Chromebook 11 G5 EE (relm) Case#: 17030823 Description: Customer is having troubles when signing in with his account to any chromebook. Customer sign in to the chromebook and the first thing that happens is a black screen, after that the browser shows up saying that chrome crashed and to recover tabs but before customer can even do anything the system shows another black screen and then it end the session and customer is back to the login screen. Steps to reproduce: 1) sign in to the chromebook 2) black screen pops out 3) browser shows up saying that chrome crashed and to recover tabs 4) another black screen 5) end of session for the user, back to login screen Current Behavior / Reproduction: 1) sign in to the chromebook 2) black screen pops out 3) browser shows up saying that chrome crashed and to recover tabs 4) another black screen 5) end of session for the user, back to login screen Expected Behavior: Should work fine after login Drive link to logs: https://drive.google.com/drive/folders/1gaSRmBb77hEpEXJI1MX3vZpTFiO9LdV1?usp=sharing
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Oct 1
Another Enterprise customer got affected by this issue -> [multiple chromebooks in our domain get the "chrome did not shut down properly" message and then the screen flashes 3 times and goes back to the login screen] Case#: 17049770 |======Issue Definition======| - Issue description: When the users attempt to login even from an existing profile the screen flickers 3 or 4 times and then returns to the sign in screen. - Steps to reproduce -Turn the device on. -Sign in to the Chromebook (either with an existing profile or from the Sign in screen) - What's the expected behavior? Sign in successfully. - What's the actual result? The screen flickers three or four times and the device returns to the sign in screen. - Timeframe when issue started: The issue started happening this Monday and it has been increasing more and more during the week. - Does it affect all devices? The customer ONLY has this 'Brand and model' devices and it is starting to happen to all devices as long as they get the latest version 69 - Isolated to: Chrome OS 69.0.3497.95 - Devices make/model HP Chromebook 11 2200-2299 / HP Chromebook 11 G4/G4 EE - Is this reproducible in Beta/Dev? This issue happens in Beta 70.0.3538.34 - Existing Workaround: Recover the device to version 68.0.3440.118, The issue does not happen in that version. In the meantime, they have downgraded their devices to M68 as a workaround... Drive link to logs: https://drive.google.com/open?id=1D-GDkWpTnFJOWJlEgO7jkAhaYcXCRIUg
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Oct 2
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Oct 2
@allanrobert please check Chrome crash IDs in chrome://crashes
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Oct 4
@Kota, The customer has provided additional info, so please triage the case. -Video file. https://drive.google.com/open?id=1Iq6usqhai7JELV8b9lbY7-LyhYGmiQ3e -New Logs.(Time stamps:11:18 AM 11:21 AM PST) https://drive.google.com/open?id=1xDJcI65MM-zwmUtAk5TUTe_AqqKV39W8 Additional QA. Q1)Does the client use a start page (automatically starts the browser at a specific URL) that might make the machine crashes? A1) The customer does not have set any Page to load on startup. Test user account name:https://drive.google.com/open?id=1g9gJpQ_xOpdBVzr-Bhm1lg8hwdQneNrFfJ8wFJ1-xyo Q2)Could you clarify if we have some crash ID reported by the system? A2) -We made sure the policy from device settings 'Anonymous Metric Reporting' is on and we confirm browsing as guest the setting 'Automatically send diagnostic and usage data to Google' is enforced by the admin. -Reproduce the issue three times but no crashes were generated. I also checked the Crash Reports directory, but there was not log file. 2018-10-03T11:20:34.228615-07:00 INFO session_manager[4239]: [INFO:policy_store.cc(89)] Persisted policy to disk, path: /var/lib/whitelist/policy.2 2018-10-03T11:20:35.631078-07:00 ALERT kernel: [ 249.502407] Unhandled prefetch abort: breakpoint debug exception (0x222) at 0x12a2233c 2018-10-03T11:20:36.038678-07:00 WARNING crash_reporter[5757]: Received crash notification for chrome[5514] user 1000 (called directly) 2018-10-03T11:20:36.044271-07:00 INFO crash_reporter[5757]: Accessing crash dir '/home/user/b2eacb99df53857720205616be28ed9414dfb469/crash' via symlinked handle '/proc/self/fd/6' 2018-10-03T11:20:36.045159-07:00 WARNING crash_reporter[5757]: Crash directory /home/user/b2eacb99df53857720205616be28ed9414dfb469/crash already full with 32 pending reports 2018-10-03T11:20:36.045253-07:00 ERR crash_reporter[5757]: Can't create crash directory for uid 1000 2018-10-03T11:20:36.061070-07:00 ALERT kernel: [ 249.931949] Unhandled prefetch abort: breakpoint debug exception (0x222) at 0x11f116e8 2018-10-03T11:20:36.082870-07:00 INFO crash_reporter[5758]: libminijail[5758]: mount /dev/log -> /dev/log type '' 2018-10-03T11:20:36.231021-07:00 DEBUG kernel: [ 250.099054] SELinux: initialized (dev tmpfs, type tmpfs), uses transition SIDs 2018-10-03T11:20:36.261005-07:00 DEBUG kernel: [ 250.128582] SELinux: initialized (dev tmpfs, type tmpfs), uses transition SIDs 2018-10-03T11:20:36.286632-07:00 WARNING crash_reporter[5758]: [user] Received crash notification for chrome[5514] sig 5, user 1000 (ignoring call by kernel - chrome crash; waiting for chrome to call us directly) 2018-10-03T11:20:36.511033-07:00 INFO kernel: [ 250.385286] rockchip-vop ff940000.vop: Detached from iommu domain 2018-10-03T11:20:36.511085-07:00 INFO kernel: [ 250.385542] rockchip-edp rockchip-edp: vop LIT output to edp 2018-10-03T11:20:36.511091-07:00 INFO kernel: [ 250.385606] rockchip-vop ff940000.vop: Attached to iommu domain 2018-10-03T11:20:36.663583-07:00 INFO session_manager[4239]: [INFO:session_manager_service.cc(297)] Browser process 5514 exited with signal 5 (Trace/breakpoint trap) 2018-10-03T11:20:36.664478-07:00 INFO session_manager[4239]: [INFO:browser_job.cc(157)] Terminating process group for browser 5514 with signal 9: Ensuring browser processes are gone. 2018-10-03T11:20:36.665233-07:00 INFO session_manager[4239]: [INFO:system_utils_impl.cc(94)] Sending 9 to -5514 as 1000 2018-10-03T11:20:36.734813-07:00 WARNING session_manager[4239]: [WARNING:session_manager_service.cc(322)] Child stopped, shutting down 2018-10-03T11:20:36.735729-07:00 INFO session_manager[4239]: [INFO:session_manager_service.cc(481)] SessionManagerService quitting run loop 2018-10-03T11:20:36.736337-07:00 INFO session_manager[4239]: [INFO:session_manager_service.cc(201)] SessionManagerService exiting 2018-10-03T11:20:36.739511-07:00 WARNING session_manager[4239]: [WARNING:session_manager_main.cc(240)] session_manager exiting with code 2 2018-10-03T11:20:36.751068-07:00 WARNING kernel: [ 250.620168] init: ui main process (4239) terminated with status 2 2018-10-03T11:20:36.808528-07:00 NOTICE ui-respawn[5781]: Rebooting to mitigate crashiness. 2018-10-03T11:20:36.843572-07:00 NOTICE ui-respawn[5788]: ui failed with exit status 2. 2018-10-03T11:20:36.871310-07:00 NOTICE ui-respawn[5794]: Respawning ui
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Oct 4
@allanrobert Can you review and triage? It seems like the device is crashing too often to save dump and send it to server.
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Nov 2
Hi, is there an update on this issue?
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Nov 16
@allanrobert, see issue 905896 for details on a feedback report I sent.
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Nov 19
Merging into crbug.com/900548 as it's followed up more. |
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Comment 1 by allanrobert@chromium.org
, Sep 28