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RealPresence Mobile for iOS 3.11 Crashes

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Occasional Contributor

RealPresence Mobile for iOS 3.11 Crashes

Hi folks.  I'm trying to figure out if we are the only ones experiencing this.  We find that RPM 3.11.0, issued a couple of weeks ago, crashes EVERY TIME a user selects the phonebook icon to initiate a call.  It seems to happen whether the apps are registered to a CMA or not.  Just curious if we are the only ones seeing this or if others are as well.  We're running iOS 13.3 on iPhone and iPad.  On at least one device we are running beta iOS 13.3.1 having the same result.  

 

I'm not a developer, but when I look in to the crash report that a user can transmit to their admin I see this:

 

Application Specific Information:
*** Terminating app due to uncaught exception 'NSGenericException', reason: 'UISearchDisplayController is no longer supported when linking against this version of iOS. Please migrate your application to UISearchController.'

 

Thanks!

 

Dan

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Occasional Contributor

Re: RealPresence Mobile for iOS 3.11 Crashes

We found out through the Poly grapevine last night that the issue has been identified and will be corrected in an upcoming release AND that iOS13 and RPM 3.11.0 are compatible.  The omission of iOS13 in the release notes is an error that will be corrected as well.

View solution in original post

Message 7 of 9
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Polycom Employee & Community Manager

Re: RealPresence Mobile for iOS 3.11 Crashes

Hello @dan.klanderman ,

 

Welcome to the Poly Community.


The RPD Release notes state we only support iOS 12 but I have heard other reports internally about the same.

 

I suggest you get this into support.

 

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 9
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Occasional Contributor

Re: RealPresence Mobile for iOS 3.11 Crashes

Thanks Steffen.  I hadn't reviewed the release notes.  I guess I just assumed that since 3.11.0 was released on December 23rd, 2019 and iOS 13 was released on September 24th, 2019 that 3.11.0 would have been tested against iOS 13 and would be supported.  I expect that even if I opened a ticket with Polycom support they would tell me that iOS 13 is not supported.  

 

Any clue when/if an iOS13 compatible version will be released?  

Message 3 of 9
Polycom Employee & Community Manager

Re: RealPresence Mobile for iOS 3.11 Crashes

Hello @dan.klanderman ,

 

the release notes always state what we tested and support and I suggest you open a ticket and quote 1-14969164452 or 1-14983319303.

 

Best Regards

 

Steffen Baier

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 9
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Occasional Contributor

Re: RealPresence Mobile for iOS 3.11 Crashes

Thanks.  We are working on opening that ticket through our partner.  Although I still expect they will respond with "iOS 13 is not supported.  Closing ticket."   It just seems like perhaps Poly should have waited to release an RPM update until iOS 13 was supported given that users can't downgrade their operating system or application.  Oddly, the release notes clearly identify the iPhone 11 Pro Max as being compatible with v3.11.0 even though the iPhone 11 Pro Max requires iOS13 at a minimum.  Either the device wasn't really tested, release notes are suspect, or this issue is in the imagination of the impacted users.  

 

 

Message 5 of 9
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Polycom Employee & Community Manager

Re: RealPresence Mobile for iOS 3.11 Crashes

Hello @dan.klanderman ,

 

I provided you with two other case numbers and we are looking into this.

 

The only way for you is to open a case as this is the way we can communicate any progress. This is also the only way we can potentially deliver a test version.

 

Without an official support case, we cannot do anything.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 6 of 9
Highlighted
Occasional Contributor

Re: RealPresence Mobile for iOS 3.11 Crashes

We found out through the Poly grapevine last night that the issue has been identified and will be corrected in an upcoming release AND that iOS13 and RPM 3.11.0 are compatible.  The omission of iOS13 in the release notes is an error that will be corrected as well.

View solution in original post

Message 7 of 9
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Polycom Employee & Community Manager

Re: RealPresence Mobile for iOS 3.11 Crashes

Hello @dan.klanderman 

 

check your app store as the new release was updated.

 

Best regards

 

Steffen Baier

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 8 of 9
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Occasional Contributor

Re: RealPresence Mobile for iOS 3.11 Crashes

Thanks!  All is right in the world again!

Message 9 of 9