mSecure Support
mSecure 6 Crashing on MacBook Pro
Hi Mike (mSecure).
App works most of the times, but crashes still happening. It's more often that it works though now.
It looks like when i navigate on the left side to the 'All Records' or 'Secure Notes', it crashes right away.
The others navigation seem fine, and I tried updating records from Mac side and it synced, and also from the Windows side, and it synced back to the Mac without crashing.
Mike - mSecure
Hi Everyone,
I'm sorry the crashing is still happening, and, unfortunately, we still don't have the information needed to figure out what's causing the problem. Are any of you willing to send in logging to help us get to the bottom of this issue?
I just emailed the logging data report that gets sent to Apple when the app crashes upon login. I replied to the "Ticket Received" email from mSecure Support.
If I need to send to another address, please let me know.
Mike - mSecure
@Ahmed Thank you very much for your help on this. Here are the instructions for logging in the Mac mSecure app. One problem you might run into is the app closing to quickly, so we may have a problem here. If you can't follow the steps below, I'm going to have to talk to our developer to see how to proceed.
First, you'll need to open the "Console" app. You can find that in the "Utilities" folder in your "Applications" folders, or you can simply bring in Spotlight and type in "Console."
After you have opened the Console app, follow the instructions below:
- Click into the search field in the top right, and type in "msecurelog" and press the "return" key on your keyboard
- Click "Start streaming" in the main window
- Open mSecure, very quickly, click "Help" in the menu bar at the top left of your screen, then press the "option" key on your keyboard
- In the options that show up at the bottom of the Help menu, click "Enable logging"
- mSecure should have closed by now if it crashes, so open it, and you should see logging in the Console
- Click on any of the log entries, press "command+A" to select all, copy it to your clipboard, and then paste that data into a new TextEdit document.
- Save the text document, then attach that in your next response
Were you able to enable the logging before the crash @Ahmed?
Mike - mSecure
@Teri If you still have access to the report you sent, can you put that in a TextEdit document and then attach it to your next response?
Hi Mike - my example does not crash immediately so it allowed me time to capture the messages:
default 10:41:52.594058-0700 mSecure MSECURELOG mSecure Autolock timer fired
default 10:41:52.594358-0700 mSecure MSECURELOG mSecure Autolock autolock value is 10 and interval is -2.434804
Mike - mSecure
Hi Ahmed,
Just to be sure, there were only two lines printed out when you ran mSecure after enabling logging?
Hi Mike - at that first try, yes only two. I tried again and now the app won't launch and crashes every time. Here is the console capture with multiple attempts with finger print unlock and password unlock:
default 11:47:48.549572-0700 mSecure MSECURELOG unlockAppWithPassword
default 11:47:48.549642-0700 mSecure MSECURELOG mSecure_store adding observer
default 11:47:48.667515-0700 mSecure MSECURELOG database loaded
default 11:47:48.667598-0700 mSecure MSECURELOG setupNotificationsAndTimers
default 11:47:48.667644-0700 mSecure MSECURELOG startAutoSyncTimer
default 11:48:06.570281-0700 mSecure MSECURELOG mSecure 6.0.2 launched
default 11:48:06.571685-0700 mSecure MSECURELOG URLForUbiquityContainerIdentifier
default 11:48:06.572580-0700 mSecure MSECURELOG setupWindowAttributes
default 11:48:06.589781-0700 mSecure MSECURELOG applicationWillFinishLaunching
default 11:48:06.801090-0700 mSecure MSECURELOG applicationDidFinishLaunching
default 11:48:07.101643-0700 mSecure MSECURELOG Using https://server.msecure.com/parse and [RANDOM Text REMOVED by Ahmed]
default 11:48:07.240432-0700 mSecure MSECURELOG getting bioAuthStatus
default 11:48:07.251600-0700 mSecure MSECURELOG status = kBioAuthSetup
default 11:48:07.251719-0700 mSecure MSECURELOG status > kBioAuthNotSetup
default 11:48:07.252804-0700 mSecure MSECURELOG status = kBioAuthSetupAndOn
default 11:48:07.252835-0700 mSecure MSECURELOG bioAuthStatus returning 5
default 11:48:07.258851-0700 mSecure MSECURELOG getting bioAuthStatus
default 11:48:07.266705-0700 mSecure MSECURELOG status = kBioAuthSetup
default 11:48:07.266824-0700 mSecure MSECURELOG status > kBioAuthNotSetup
default 11:48:07.266889-0700 mSecure MSECURELOG status = kBioAuthSetupAndOn
default 11:48:07.266912-0700 mSecure MSECURELOG bioAuthStatus returning 5
default 11:48:07.267157-0700 mSecure MSECURELOG getting bioAuthStatus
default 11:48:07.274447-0700 mSecure MSECURELOG status = kBioAuthSetup
default 11:48:07.274574-0700 mSecure MSECURELOG status > kBioAuthNotSetup
default 11:48:07.274640-0700 mSecure MSECURELOG status = kBioAuthSetupAndOn
default 11:48:07.274665-0700 mSecure MSECURELOG bioAuthStatus returning 5
default 11:48:07.868509-0700 mSecure MSECURELOG getting bioAuthStatus
default 11:48:07.877504-0700 mSecure MSECURELOG status = kBioAuthSetup
default 11:48:07.877629-0700 mSecure MSECURELOG status > kBioAuthNotSetup
default 11:48:07.877871-0700 mSecure MSECURELOG status = kBioAuthSetupAndOn
default 11:48:07.877914-0700 mSecure MSECURELOG bioAuthStatus returning 5
default 11:48:10.964607-0700 mSecure MSECURELOG unlockAppWithPassword
default 11:48:10.964735-0700 mSecure MSECURELOG mSecure_store adding observer
default 11:48:11.061712-0700 mSecure MSECURELOG database loaded
default 11:48:11.061825-0700 mSecure MSECURELOG setupNotificationsAndTimers
default 11:48:11.061883-0700 mSecure MSECURELOG startAutoSyncTimer
default 11:49:04.080292-0700 mSecure MSECURELOG mSecure 6.0.2 launched
default 11:49:04.081640-0700 mSecure MSECURELOG URLForUbiquityContainerIdentifier
default 11:49:04.082417-0700 mSecure MSECURELOG setupWindowAttributes
default 11:49:04.099112-0700 mSecure MSECURELOG applicationWillFinishLaunching
default 11:49:04.338104-0700 mSecure MSECURELOG applicationDidFinishLaunching
default 11:49:04.640580-0700 mSecure MSECURELOG Using https://server.msecure.com/parse and [RANDOM Text REMOVED by Ahmed]
default 11:49:04.772351-0700 mSecure MSECURELOG getting bioAuthStatus
default 11:49:04.783138-0700 mSecure MSECURELOG status = kBioAuthSetup
default 11:49:04.783324-0700 mSecure MSECURELOG status > kBioAuthNotSetup
default 11:49:04.784414-0700 mSecure MSECURELOG status = kBioAuthSetupAndOn
default 11:49:04.784446-0700 mSecure MSECURELOG bioAuthStatus returning 5
default 11:49:04.791985-0700 mSecure MSECURELOG getting bioAuthStatus
default 11:49:04.800570-0700 mSecure MSECURELOG status = kBioAuthSetup
default 11:49:04.800721-0700 mSecure MSECURELOG status > kBioAuthNotSetup
default 11:49:04.800792-0700 mSecure MSECURELOG status = kBioAuthSetupAndOn
default 11:49:04.800817-0700 mSecure MSECURELOG bioAuthStatus returning 5
default 11:49:04.801039-0700 mSecure MSECURELOG getting bioAuthStatus
default 11:49:04.809263-0700 mSecure MSECURELOG status = kBioAuthSetup
default 11:49:04.809427-0700 mSecure MSECURELOG status > kBioAuthNotSetup
default 11:49:04.809509-0700 mSecure MSECURELOG status = kBioAuthSetupAndOn
default 11:49:04.809546-0700 mSecure MSECURELOG bioAuthStatus returning 5
default 11:49:05.079809-0700 mSecure MSECURELOG getting bioAuthStatus
default 11:49:05.087846-0700 mSecure MSECURELOG status = kBioAuthSetup
default 11:49:05.087964-0700 mSecure MSECURELOG status > kBioAuthNotSetup
default 11:49:05.088150-0700 mSecure MSECURELOG status = kBioAuthSetupAndOn
default 11:49:05.088176-0700 mSecure MSECURELOG bioAuthStatus returning 5
default 11:49:17.204933-0700 mSecure MSECURELOG unlockAppWithPassword
default 11:49:17.205075-0700 mSecure MSECURELOG mSecure_store adding observer
default 11:49:17.279211-0700 mSecure MSECURELOG database loaded
default 11:49:17.279278-0700 mSecure MSECURELOG setupNotificationsAndTimers
default 11:49:17.279303-0700 mSecure MSECURELOG startAutoSyncTimer
Mike - mSecure
@Ahmed Thank you very much for the new logging. I've sent it to our developer for analysis.
Mike - mSecure
@Teri Thank for sending error report, and I've sent it to our developer. Would you be willing to send logging generated from the app as well? If so, I can send instructions, or you can look at the instructions I posted earlier for @Ahmed.
Here is the logging generated by the mSecure App today.
Mike - mSecure
@Ahmed @Teri You both seem to be the most eager to help here in the forum, so hopefully you'll want to continue the process. Thanks to the logs you've sent, our developer has gotten closer to figuring out what's happening. He's now given me a logging build in hopes that users will install it and send in new logs with more details. You'll be able to run this build from anywhere on your computer, so you don't have to install it over the top of the production release in your Applications folder.
Furthermore, it's the same build as in Production, so it's safe to use. As a precaution, though, I always have user make a quick backup to their desktop just in cases something completely out of the ordinary happens. You can do that by opening mSecure, clicking "File > Backup" in the menu bar at the top left of your screen, then save the backup to your desktop. After you do that, you can download the zip file from here: https://www.dropbox.com/s/ai2ns1si3lcxjbh/mSecure%206.0.3%20prod847.zip?dl=0
After it's downloaded, simply double-click the file to unzip it, then double-click the mSecure app icon to run the app from that same location.
You will want to make sure that logging is still enabled following the instructions below.
First, open the "Console" app. You can find that in the "Utilities" folder in your "Applications" folders, or you can simply bring in Spotlight and type in "Console."
After you have opened the Console app, follow the instructions below:
1) Click into the search field in the top right, and type in "msecurelog" and press the "return" key on your keyboard
2) Click "Start streaming" in the main window
3) Open mSecure, click "Help" in the menu bar at the top left of your screen, then press the "option" key on your keyboard
4) In the options that show up at the bottom of the Help menu, click "Enable logging"
5) mSecure should have closed by now if it crashes, so open it, and you should see logging in the Console
6) Click on any of the log entries, press "command+A" to select all, copy it to your clipboard, and then paste that data into a new TextEdit document.
7) Save the text document, then attach that in your next response
Hi Mike,
This will be hard to achieve due to:
The App is crashing now completely so I can't backup on the Mac Side. I did however backup on the Windows side just in case, so that is not the main issue for me.
My Mac is my production device, and has a lot of business applications, so it's not allowed per our security policies to download/run software from unapproved sources (although I trust you and the developer), but just downloading executable files from an open folder over the Internet can't be justified to our InfoSec team. :) I am sure you understand this limitation.
Any chance this can be tested more at your environment and pushed through the App Store after so we can provide feedback once we get the 6.0.3 updates installed?
Michael
Hello - I have tried to install mSecure 6 on my MacBook Pro 16 (2021) and it continues to crash after attempting to sync over iCloud. I have tried the method of deleting mSecure and reinstalling, as well as deleting/trashing the data file in FIND via the option key in the 'Help' menu method. PLEASE HELP!
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